Problem Solving as an Engineer
Understand the environment
Analyze the issue
Narrow down the problem area
− Troubleshoot the issue
Serving a Web Page
Annette’s Journey Line
1st real job
Got a shot at doing
Moved to Sun
& social skills
3rd line mgmt
oppty in different
Tech geek years Lobotomy years
0.00 1.00 2.00 3.00 4.00 5.00
(2.1) Do I know what is expected of me at work?
(2.2) Do I have the materials and equipment I need to do my work right?
(2.3) At work, do I have the opportunity to do what I do best everyday?
(2.4) Do I have the materials and equipment I need to do my work right?
(2.5) In the last seven days, have I received recognition or praise for doing good work?
(2.6) Does my supervisor or someone at work seem to care about me as a person?
(2.7) Is there someone at work who encouragesmy development?
(2.8) At work, do my opinions seem to count?
(2.9) Do you know how your work impacts the company?
(2.10) Are my co-workers committed to doing quality work?
(2.11) Do I have a best friend at work?
(2.12) In the last six months, has someone at work talked to me about my progress?
(2.13) This last year, have I had the opportunity at work to learn and grow?
SMG Climate Survey Organization Overall Avg
In the last 7 days, have I received recognition or praise for doing good work? 3.45
At work, do my opinions count?
Do I have a best friend at work?
Overall Average – 4.04
Show Me the Money!!
$25M in licensing cost savings
23 to 9 days average for open tickets
Service Delivery Group
IT infrastructure delivery mechanism
− Between business units and IT entities
Service Delivery Project Life Cycle
High level scope
Design Implementation MaintenanceCoordination