Achievements: Service Orientation
- Developed and negotiated scope, responsibility and timescale best practices, aiding the creation of Service Level Agreements and improving or implementing Capacity Management.
- Guided departments, teams and individuals in adopting established industry-standard frameworks of best practice that focus on service orientation and strategy or policy alignment.
- Guided recognition that service-offerings or products deliver maximum value when organisations operate as a “whole”, with each component interacting with each other smoothly and optimally.
- Guided the creation of “First Aid Responder” best practices to increase and improve levels of service orientation.
- Managed end-to-end lifecycles of processes, tools and methods, focusing on a willingness to be service-oriented: cooperative, helpful and flexible in anticipation of undetermined future needs.
- Supported leadership in developing operational service model prototypes that were adopted and replicated globally to strengthen cross-function coordination and collaboration.
- Was responsible for departmental service orientation; resolutely focusing on value and satisfaction with an unwavering determination to increase quality and implement improvements.
- Was responsible for transforming chaos into value-adding maturity by focusing on proactive service-orientated thinking rather than reactive practices and behaviours.
- (See Words and Literacy)
- Created centralised departmental Knowledge Bases (KB), improved terminology and naming conventions; and a consistent approach to collating documents, knowledge and information.
- Created Centres of Excellence (CoE) for departmental standards, processes, procedures, governance, security, strategy, service-orientation, customer-focus and best practices.
- Created Root Cause Analysis (RCA) processes to allow the factors that contribute to failures (direct and indirect) to be identified, recorded and analysed prior to considering a response.
- Developed processes that enhanced the availability, visibility and accessibility of data and information to increase operational efficiency and effectiveness.
- Developed processes to collate governance data from disparate sources into a single departmental repository, improving controls, maintenance and reliable reporting.
- Developed web-based collaborative platforms (e.g. SharePoint) to centralise all departmental knowledge and information repositories: documents, lists, libraries, standards, procedures.
- Guided leadership in creating departmental Disaster Recovery (DR) and Business Continuity Plans (BCP): standards, procedures, responsibility, testing, safety, visibility and accessibility.
- Guided teams and individuals away from wastefully creating, updating or retaining superfluous documentation, addressing the risk of habitually creating multiple copies locally.
- Guided teams and individuals in developing adequate and appropriate monitoring processes, alerting mechanisms and the distribution of meaningful and cost-effective notifications.
- Improved Knowledge Management by developing information models for governance purposes that collated mandatory documentation and the names of responsible stakeholders.
- Led the collation, review, approval or rejection of organisational-level or project-deliverable Standard Operating Procedures (SOP) to ensure correctness, practicality and workability.
- Was responsible for collating, verifying, rectifying shortfalls, managing, and centrally publishing departmental knowledge and information to support operational success.
- Was responsible for identifying gaps in knowledge, information or skills, and then coordinating effective Knowledge Transfer across departments, teams and individuals.
- Was responsible for preparing departmental Standard Operating Procedures (SOP) in liaison with effected stakeholders, including the review and execution of suggested process improvements.
Skills: Service Orientation>>
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