Download pdf - South Florida HDI Event IT Industry Awards Celebration January 10, 2013

IT Industry Awards Celebration

South Florida HDI Chapter January 10, 2013

Agenda

• 2:00 – 2:30 Networking & Registration • 2:30 – 2:45 HDI Updates • 2:45 – 3:45 Michael W. Kublin, People Tek • 3:45 – 4:00 Break • 4:00 – 5:00 Meet our candidates, announce

winners • 5:00 – 6:30 Celebrate!! (TEKsystems)

HDI AOY & DST Awards

• 2010 – Jorge De La Rosa • 2011 – Carlos Negron (Regional) • 2012 – Raquel Robinson • 2012 – Colin Thomas • 2013 - ???

HDI 2013 Conference & Expo • Get your license to learn at next year’s conference and

expo!

April 16–19, 2013, under the lights of Las Vegas at Mandalay Bay!

• Stay on the cutting edge of industry trends, gain topic-specific expertise, be inspired, and network with your peers

• Even better: As HDI members (gold and above), you save $200 on your HDI 2013 registrations!

Register at www.HDIConference.com

HDI 2013 Conference & Expo • Register by February 15, 2013, and you could

save up to $500!

Early Bird Discount $200Alumni Discount $100Member Discount (Gold and above) $200Save $500

HDI Team Certified • New level of recognition for support

teams with at least 80% of staff HDI-certified

• Annual award includes recognition in HDI publications and a crystal award to display on-site

• Application fee of $150 (collected after team qualification has been verified)

• Register at ThinkHDI.com/HDITC – Contact your account manager or the

Customer Care Center for assistance

• Watch for more information in upcoming mail, newsletters, and emails

Desktop Support Survey

• Currently collecting data for the 2013 report.

• Survey closes January 25! • Share with your desktop support

colleagues: ThinkHDI.com/DS2013Survey • Members silver and above and all survey

takers get the final report.

What’s coming in 2013

September 16, 2013 Malcolm Fry

Power of Quality Tour What You Will Learn • Balance quality, performance, and cost • Create sensible Service Acceptance processes; service pipeline, service catalog and

service retired • Build a quality improvement initiative • Delegate incidents rather than escalate incidents • Build a quality focused training plan • Work with other key ITSM units to improve quality; Service Desk, Problem, Incident,

Change, • Request and Asset Management

vChapter – January 15, 2013

• Sometimes More Is More: – Multichannel Support

• Roy Atkinson

• http://www.thinkhdi.com/Landing/vChapter

http://www.thinkhdi.com/Landing/vChapter

Local Chapter Membership

Focus Book Series and Annual Practice and Salary Report

$75 $240 Value

$79 $1000+ Online resources, webinars, Research Corner, whitepapers…

Conferences, events and Training discounts

$100+

$165 $100 (only for today)

Question of the Day

What value and/or benefit have you gained by

participating in South Florida HDI?

Thank you to our Sponsors!

South Florida HDI

Thanks go to the following • Lynn Johnson – VP of Programs • Yleana Franco – VP of Sponsorship • Tony Di Perna – VP of Membership • Eddy Fuente – VP of Finance • Albert Noa – Strategic Advisor • Tony Alvarez – VP of Communication • Janice Wong – AOY Project Manager

Volunteer?

• Welcome to 4th Annual AOY and IT Industry Award Event

Mike Kublin Michael W. Kublin is the founder and President of PeopleTek,Inc, a leadership coaching and development company specializing in helping leaders, teams, and organizations thrive by having the courage and commitment to lead, plan, and communicate with confidence.

PeopleTek specializes in enabling technicians, professionals, and their teams to examine their behaviors and determine what is / is not effective and to identify what may be inhibiting desired results. By examining behaviors, leveraging preferred styles, and by removing fear from leadership, organizational growth occurs and results improve..

Not All Technology Organizations

Are Created Equally

Presented to HDI South Florida Chapter

Michael W. Kublin President, PeopleTek

www.peopletekcoaching.com

Session Objectives . . . Discuss why all IT organizations NOT created equally

Learn the 4 symbols associated with Vision, Mission, Goals, and Measures (VMGM)

Understand why all behaviors and processes must link to your VMGM

Identify one thing you can change to increase your focus and impact within your organization in 2013

2

ICE BREAKER

Who Am I?

3

Vision, Mission, Goals and Measures Create Successful Organizations! We use symbols as reminders

4

Where do you start? Why?

5

VISION

A Vision is a dream or aspiration You may have one for yourself and/or your organization A vision provides direction and guides us to a place far away It may be unattainable, but we can try and focus our attention and make strides for getting there

6

MISSION

Represents what you are going to do How you’re going to do it It makes the vision come closer to us; it brings the vision alive and makes it more personal The mission begins to bring clarity to our vision

7

GOALS

Bring 100 percent personal clarity to the vision and mission Requires ACTION Think in terms of what, when, & and how the actions will be carried out, and by whom and when

8

GOALS cont

Goals must be “SMART” S pecific M easurable A chievable (and actionable) R ealistic T ime-bound

9

MEASURES

Symbolizes measurement and provides guidance and direction It acts as a compass letting us know if we are on track, or if our direction or behavior requires change 10

DOCUMENT YOUR PLAN . . .

“People who have goals achieve far more than those who don’t,

and those who have written goals achieve the most of all”.

--Robert McGarvey

Make a commitment!

11

Written Plans Are Critical! Are your vision, mission and goals written?

1. Yes 2. No

Have they been communicated to ALL that can support them?

1. Yes 2. No

12

B VMGM VISION, MISSION, GOALS, and MEASURES dictate all of our leadership, team and organizational BEHAVIORS By creating them purposefully, rather than by chance or mistake, we will be more successful technology organizations and deliver better results for our customers, shareholders and ourselves

13

All Key Processes MUST be linked to your Vision, Mission and Goals

Key processes include: Hiring Training Performance Appraisals Rewards and recognition 3 C’s Communication Change Conflict

14

All Key Processes Need People! VMGM achievement requires people talent Success is not possible without a fully engaged, and skilled, team People must feel appreciated and valued Reward and recognize the contributors! Be consistent Be clear what the recognition is for Celebrate individual and team successes

15

Strategies Must Also Link To Your VMGM

They provide: Structure and guidance

They help you determine if you are: Customer focused Operations focused Product focused

16

DECISION MAKING & INVESTING

Where does your organization invest their money?

OPERATIONS EXCELLENCE Focuses on PROCESS. Volume driven; usually low cost/high volume CUSTOMER INTIMACY Focuses on CUSTOMER needs & relationships; usually higher cost/less volume PRODUCT INNOVATIVE Focuses on the PRODUCT; $$$ are geared towards research and development

17

Where Are Investments Made?vest their money?

If Your Organization is: OPERATIONS EXCELLENCE Focuses on PROCESS. Volume driven; usually low cost/high volume What are you likely to invest in? Name a company that thrives on PROCESS

18


If Your Organization is: CUSTOMER INTIMATE Focuses on CUSTOMER needs & relationships; usually higher cost, less volume What are you likely to invest? Name a company that thrives on CUSTOMER needs and relationships 19


If Your Organization is: PRODUCT INNOVATIVE Focuses on the PRODUCT; $$$ are geared towards research and development Where are you likely to invest? Name a company that thrives on product innovation

20

EXERCISE

21

ACTIONS FOR EXCELLENCE

Know your VISION Ensure your MISSION supports the VISION Have actionable GOALS in place that will help achieve your MISSION MEASURE your progress REWARD based on VMGM successes Link all training/development with your VISION, MISSION, and GOALS

22

“First, have a definite, clear practical ideal; a goal, an objective. Second,

have the necessary means to achieve your ends; wisdom, money,

materials, and methods. Third, adjust all your means to that end.”

-Aristotle

23

Michael W. Kublin www.peopletekcoaching.com

[email protected] 888.565.9555 ext 711

Michael W. Kublin is the President of PeopleTek, an executive and professional development company specializing in helping leaders, teams and organizations maximize their potential. Mike is author of 12 Steps For Courageous Leadership and PeopleTek’s Leadership Journey, is on the Graduate School Advisory Board for Keiser University, on the Board of Directors for Catch 81 (a non profit), is ITIL v 3 certified, and is a member of SHRM and ICF.

http://www.peopletekcoaching.com/

mailto:[email protected]

15

Rock Stars!!!

• How do you recognize and show appreciation to your employees?

• What makes an employee go above and beyond?

Drona Achaibar

Nominating Manager: Cory Kramer Presenting: Donnie Tomlinson

His dedication to both the customers and the other analysts in the department are

unquestioned as evidenced by his continued contribution to assisting other analysts when

they need help.

South Florida HDI Analyst of the Year

Nominee

is hereby granted to:

Drona Achaibar

January 10, 2013

Mark Allen

Nominating Manager: Wendy Stutzman

Mark has a very commanding but soft way about him so that he is able to guide the

customer to resolution.


Nominee


Mark Allen

January 10, 2013

Gregory Duhaney

Nominating Manager: Sony Fenelon

Greg has the customer’s interest at heart. He is the first one to go above and beyond to advocate for the customer. His thorough

understanding of the customer's needs and his technical acumen have made him a shining

star.


Nominee


Greg Duhaney

January 10, 2013

Luis Encinosa

Nominating Manager: Juan Gomez

Luis is always professional, friendly and knowledgeable. I always hear what a pleasure

it is to talk to Luis from the user community.


Nominee


Luis Encinosa

January 10, 2013

Calixto Garcia

Nominating Manager: Robert Pinto

He demonstrates the passion of customer service and is always thinking from the side of

the customer.


Nominee


Calixto Garcia

January 10, 2013

Sergio Gomez

Nominating Manager: Robert Pinto

Sergio takes steps to plan out strategic scenarios to implement so that a solution is

acquired to improve the results


Nominee


Sergio Gomez

January 10, 2013

Francisco Zuazo

Nominating Manager: Jackie Allanic

Frank possesses a can do attitude and is always willing to take on projects. Frank is on

top of his professional and technical development.


Nominee


Francisco Zuazo

January 10, 2013

Arthur Borrego

Nominating Manager: Juan Gomez

He can always be counted on keeping proper documentation and keeping all parties

concerned updated on the status of the project. He is punctual , friendly and always

exceedingly professional.

South Florida HDI Desktop Support Technician

of the Year Nominee


Arthur Borrego

January 10, 2013

Sorriel Singleton

Nominating Manager: Marta Duque

Sorriel constantly resolves conflicts and handles other difficult situations with

remarkable patience and admirable tact.

South Florida HDI Desktop Support Technician

of the Year Nominee


Sorriel Singleton

January 10, 2013

And the WINNER is...

CONGRATULATIONS!

http://www.animationfactory.com/

Volunteer?

Closing & Raffle

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