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C&C Product/Service Strategy & Lifecycle Framework C&C Managers Meeting 9/13/06 by Terry & Company
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Background
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3 Strategic Planning Context Two parts to a strategic plan: IT Product/Service = WHAT we do Organizational = HOW we do it (partnership) NB: each part can have a hierarchy of goals (whats) and plans (hows) Current SP efforts focus on HOW, but anticipate changes in WHAT, e.g. Good infrastructure is taken as a given; now we need to raise our game and partner on PI-specific as well as campus-wide needs We need to anticipate future needs; focus more attention on a strategic IT agenda for UW Who are our customers? The “University of a Thousand Years” --focus on efficiency Individual departments and investigators --focus on effectiveness
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4 Strategic Planning Process Inputs Situational Analysis (Planning Edge) Denison Survey Results Changes in technology environment New UW Leadership C&C Lifecycle Survey Strategic Planning Process
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5 Current Environment State funding essentially flat for > 5 years UW growth depends on research/clinical activity Advanced research needs advanced IT More competition for limited Federal research $$ More internal competition for central UW IT $$ C&C competes for IT $$ (vs. DIY or outsourced svcs) UW IT Employees Academic & Admin Depts C&C Academic & Admin Depts
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6 What needs to be done? What our partners want: More Effective services/apps Responsiveness/agility Communication Flexibility Better Customer Service Business & PM Practices What our staff wants: More: Efficient processes Consistency Clarity Accountability Better Strategic Direction Planning & Prioritization Coordination
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7 Culture Shift Past Engineering driven (best technology) Standard solutions for campus Plenty o’ diversity internally (e.g. dev and collab tools) Focus on institution/efficiency Focus on infrastructure & core systems Future: still need solid infrastructure, plus... A more customer-driven approach (partnership, responsive/agile) More diverse solutions for campus More standard solutions internally Focus on individual/departmental effectiveness Focus on enabling UW biz goals (even if non-standard solutions)
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8 So What? Both our technology and our organization must be “Reliable & Responsive” We need to put more focus on future needs/directions UW’s IT needs will be met either with C&C or without it. Yikes! That’s pretty heavy... Greater competition for research $$ Greater need for advanced and agile technology Greater need for “reliable and responsive” IT org.
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9 Don’t Panic Time for a joke? (OK... How ‘bout #23 ?) We can do this! We have great staff! But talent not enough... we also need: Unifying strategy and goals Clearly defined processes, roles and responsibilities Tools and training to succeed
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10 What we are doing about it SP Priority Areas 2006 Customer Service: Continue to develop tools/processes to collect and publish customer expectation data. Continue to clarify C&C service lines; defining each service and service manager. Continue to require customer service training for all C&C staff, provide refresher workshops. (Approximately 170 C&C employees have now completed the customer service workshop.) Communications: Complete final review of our service lines description, but allow it to evolve and change. Continue to improve and update Web pages and tools to help us all talk about planning activities internally. Complete final review of the IT roles and responsibilities matrix. Project & Financial Management: Establish procedures and teams that will direct C&C services and products; processes that allow for more management decision making and reporting on decisions (e.g., SAT, SDT, Product Life Cycle). Build a team to address C&C business practices (tracking, costing, funding, billing, contracting, etc.). Reliable & Responsive Systems: Build on our security efforts: More tools, training, upgrade of data center, and emergency management with the UW. Continue to address C&C-wide monitoring issues via a newly-established group.
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11 Related Work Project & Financial Management: Establish procedures and teams that will direct C&C services and products; processes that allow for better management decision making and reporting on decisions (e.g., SAT, SDT, Product Life Cycle). Prod/Srvcs Framework Service Lines Roadmaps Service Directions Team (SDT) IT Governance PM Processes
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12 SP Reality Check Upside Clarity; more efficient processes/decision-making Better management decisions/prioritization Better customer responsiveness Downside More process/bureacracy: the Dilbertization of C&C? More demands (e.g. “partnering”), but no more staff Leadership commitment Continually review objectives and methods for sanity Never forget impact of new initiatives; set realistic goals
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Product/Service Strategy & Lifecycle Framework
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14 What is this Framework you speak of? The Product/Service Strategy & Lifecycle Framework is... A structure for relating various aspects of the work we do. This Framework relates our product/service strategy, decision, development, and delivery processes
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15 Framework Goals/Benefits Include: Standardizing terminology Harmonizing development lifecycles Clarifying roles and responsibilities
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16 Where we are (besides the Hub) Strategy and Product/Services Lifecycle Influences Product/Services Lifecycle Framework – Level 1 Product/Services Lifecycle Framework – Level 2 Define and Decide Phase Workflow Defined concepts/terms at a high level: Less Detail More Detail
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17 Strategy & Prod/Service Lifecycle Influences
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18 Product/Service Lifecycle – Level 1
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19 Product/Service Lifecycle – Level 2
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20 Define & Decide Phase: Overview
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21 Feedback Does this framework make sense? Does it seem worthwhile? Is it ready for roll-out?
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Communicating the Vision
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23 How? Preferred media? (e-mail, website, etc.) Preferred venues? (small meetings, one-on- ones, large meetings, etc.) Whaddya think?
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24 Framework Communication Status Executive Council SDT SAT (not yet AIDG, SIT, AIT) NA & DS Leads and Mgrs AIS Representatives C&C Manager Meeting PM Focus Group PM Brown Bag Website
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25 Framework Website Send Feedback
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26 Questions? Comments? Excitement? Passion? Joy? Sorrow?
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