In a previous blog we discussed the revised 7 step improvement process. Step 6 of that process is to present and use the information. There are various levels of management in an organization. When presenting this information and implementing improvements it is important to understand which level to focus on and have a good understanding of the perspectives of each level and what their drivers are. This will enable us to derive the maximum value and benefit out of the information delivered.
First order drivers: At the highest level of the organization are the strategic thinkers. The reports delivered at this level need to be short, quick to read and deliver precise data about risk avoidance, protecting the image or brand of the organization, profitability and cost savings. These are the drivers that will support your reasons for improvement efforts.
Second order drivers: The second level of management is occupied by vice presidents and directors. Here, reports can be more detailed and must summarize findings over time. Defined is how the processes delivered support and underpin the business objectives and enable the organization to react early and quickly to issues that put the business at risk. They will also illustrate how these processes are aligned to our existing measurement frameworks which enable us to define the health of the business from the perspective of the IT organization.
Third order drivers: This third level of management is made up of managers and high level supervisors. At this level reports and measurements need to demonstrate compliance to stated objectives and overall team and process performance. They should provide insight into resource constraints and continual improvement initiatives.
Fourth order drivers: At this level are the team leaders and staff members. Reports must emphasize personal benefits. Metrics must define individual performances, provide recognition of skills and identify training and career growth opportunities.
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Originally posted on www.itsmprofessor.net