management by processes
DESCRIPTION
A one day seminar on "Management by Processes" given by Patricia Speltincx of Opsys. The seminar will take place in Brussels on 29th September. LIMITED PLACES so reserve early. See www.opsys.be for detailsTRANSCRIPT
STOPMESSING
WITH PROCESSES
This presentation is subject to copyright ©2011 OPSYS
Why not be successful with them ?
Why not…achieve greater
performance from your processes
and
offer better quality services to your
customers ?
BUT HOW ?
SEVEN TIPSfor successful
ServiceManagement
1
Your customers and your staff are more important than the processes and KPIs!
Focus on happy staff and happy customers.
2
Focus energy on getting your people WITH you and WITH the customers, not AGAINST the imposed processes.
Stop imposing processes on your people.
3
Stop dreaming that processes are a panacea. Because they are NOT!
Processes are useful maps; they are not the territory!
Understand the actual meaning of processes.
4
It is key to recognise that there is a need for a different approach to people management when processes are in place.
Tackle the cultural change needed for both staff and
management.
5
Did you know that ITIL® courses were originally for managers only?It makes sense. Service Management is above all a management topic.
Get managers more involved.
Management OF ProcessesEverything you need to do to have good processes in place, e.g. document, measure, review…
Management BY ProcessesAnother way to manage people when processes are introduced.
Shift from Management OF Processes
to Management BY Processes
6
7
Processes WITH and FOR people.
Come and learn more about Management BY Processes in
Service Organisations!
Management by processes in service
organisationsThe lever to empower people to greater
performance
A one-day seminarTuesday 15th November 2011
Location: Av. des Tritons, 59 - 1170 Brussels (Opsys’ premises)Price: 495 € (Ex-VAT) including lunch and refreshments
Number of places limited To book a seat, please send an email to [email protected]
It presents another perspective to the usual process approach, in the light of theories and philosophies in the area of management and leadership.
A unique opportunity to learn about the Management changes needed for
Service Management to be successful.
More about the seminar…
Download full description
This seminar is unique in the field of Service Management and tackles a domain which is not addressed in the ITIL® books.ITIL® mentions the need to manage the cultural or
organisational change implied by the introduction of processes but does not define what this new culture is nor provides guidance on how to achieve it. This is the topic you will discover by attending the seminar.
More than 25 years experiencein IT environments
More about the lecturer…
Master in Computer Sciences Wide experience in management and
organisation of IT
Service Management expert ITIL® V2 Service Manager, ITIL® V3 Expert More than 10 years experience as a
consultant, lecturer and examiner
Certified coach specialised in profesional performance Coach and Team+® Certificate The Human Element® Certificate Ongoing training in Transactional
Analysis (3rd year)Patricia Speltincx
Please, pass on the information to anyone
who could be interested.
I look forward to meeting you on the seminar.
Patricia SpeltincxOPSYSAv. des Tritons, 59B – 1170 [email protected]
BE 0438.400.210
This presentation is subject to copyright ©2011 OPSYS 31 August 2011