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The new reality is, "If you build it for me, with me, and it doesn't make me think, I may come." The tried approach of starting with a new piece of technology and developing a service from it is giving way to understanding a person, understaing understanding their need, and designing a solution for it, technology's best efforts to the contrary not withstanding.
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Development of the CSS Workforce of the Future
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DRAFT:
Technology has thoroughly reshaped the way we do business... Today's technology has given all of us unprecedented freedom and the power to access information whenever and wherever we need it. Never before have we seen the extent of making sure people have the knowledge, technology, tools, capital, time, and physical space to generate superior results. \ [W\]orkers \ [will\] seek more elasticity in where and when they work, collaborative, real-time technologies that boost knowledge sharing and encourage the free flow of ideas will become more essential. No matter what new technologies develop, the most important skills will remain the ability to learn and to think critically. Many skills treasured by previous generations were made obsolete by computer software, and so were the workers who lacked the flexibility to adapt. We cannot know which jobs will be superseded by technology in the future; we can only know, without a doubt, that some will be. And the reverberations will be felt in an ever more diverse workforce.
Excerpted from BusinessWeek of October 25, 2007. _http://www.businessweek.com/managing/content/oct2007/ca20071025_473242.htm_
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Resource planning and allocation are part of our daily work. Priorities shift and we need to have strong processes and communication across CSS and IS&T in order to accomodate accommodate changes in service needs. In addition, the tools we use to execute these processes need to be able to "talk to one and other", so to speak. If the processes are isolated, the result will be a lack of understanding and inability to work towards common goals.
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More informal social events like the cruise. A lot of our repetitive work at the Help Desk comes from clients not learning (or being aware of) the tools to help themselves. Many prefer to chat, humans being social animals. I thought RT had only been here three years – not six. RT is currently being used to track metrics and ownership of cases. These compete with each other. We’ll get better results for both ends if we separate the two. Align “build” project process from AUX and DCAD through DS support. How can we communicate the boring, redundant, and mind numbing work to a broader audience – to some one who might have a solution? How can the solution-makers be rewarded so that more people will chip in? Cohesion is easier if people can mingle more…
RT should generate priority levels, i.e. if email is down, why can’t RT notify managers and support people through phone calls, etc? Also, tracking issues across teams is nearly non-existent. |
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