Recipe for Effective IT Management10 Mar
First Ingredient: Really Smart People
Okay, so you have some really smart, certified and well trained folks working for you. Their resumes are probably three pages long and have some acronyms that look really good, but you have no clue what they really mean. They can solve a Rubik’s Cube in 30 seconds. You can ask them any question and, not only are they patient in answering, but they actually know the answer. EVERY TIME.
Second Ingredient: A Great Organization
I worked for a Fortune 100 company for 5 years at the Director Level. They were successful and profitable because of their operational excellence and their people . It’s that simple. For example, the company I worked for was #2 on the top company list in their vertical. While they were only a couple percentage points behind in total revenue from #1 on the list, they did this with twice as many stores (450 vs. 220) and half as many people (11,500 vs. 21,000). The numbers told an incredible story. Imagine generating the same revenue with half the payroll…
Then, a Dash of Management and Reporting
Managing people is fun, rewarding, frustrating, exhausting, etc. But in the end, it’s what makes good companies great, and great companies superb. It can also make good companies bad.
When transitioning into the IT world, I wondered how to measure performance. How do you truly know if one technician/engineer is better than another when you do not have a technical background? I learned quickly that while some technicians are smarter, they are not always better when it comes to running a profitable and efficient company.
You need to know these things:
- Are you sure you are getting the most out of your staff?
- How do you know they are doing a good job?
- How do you measure their performance?
- How do you take your team to the next level?
Speaking from experience, I can honestly say that the IT world has been blessed with some fantastic tools to measure performance, accountability and communication. With end-to-end service ticket tracking, employee utilization reporting, visual service level agreement gauges and many other tools and metrics for managing people, we have seen a significant impact on our bottom line… even for a non-technical person like me.
Below are some visual examples of what can be done with minimal effort and investment, yet, truly help you keep a finger on the pulse of your people. I was skeptical at first, but after experiencing them first hand, I’m a believer. In some cases, we’ve seen 40-50% increases in productivity. How’s that for efficiency?
If you have suggestions, questions or just want to learn how to do this for your IT organization or department, let me know.
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