Virtual Teambuilding in Global IT Environments (seminar)
1. - Patrick Tahiri -
Short on me – Scope – Focus – ITIL is not enough – Culture & Teamwork – Process & Knowledge Transfer – VT Building Approach – Key to Success – Questions
IT Service Transitions in Global IT Environments:
- Virtual Teambuilding -
Patrick Tahiri
2. Short on me
IT Service Management – ITIL
15 years experience in IT Operations & Consulting
Team Leadership & Coaching
IT Offshoring & Virtual Team
Cross-cultural Communication
Project & Change Management
Short on me – Scope – Focus – ITIL is not enough – Culture & Teamwork – Process & Knowledge Transfer – VT Building Approach – Key to Success – Questions
Patrick Tahiri
3. Service Transition – Delivery and Operation
Ability to relocate a service
and process effectively
IT Offshoring & Virtual Teams – Scope
Strategic assessment Why – How – What ?
Business case development Cost savings, Financial benefits, Operational benefits
Vendor selection Choosing vendor
Contracting Negotiations – Needs – Expectations – Compliance – Risks
Short on me – Scope – Focus – ITIL is not enough – Culture & Teamwork – Process & Knowledge Transfer – VT Building Approach – Key to Success – Questions
Patrick Tahiri
4. Strategy
What do we want to
achieve?
IT Offshoring – Focus
Tactical
How do we work?
Operational
What we do!
ITIL Service Strategy ITIL Service Design ITIL Service Operation
ITIL Service Transition & Continual Service Improvements
Customer focus
Organization structure
Long term thinking
Process
Organization
Work practice / WI
Tools
Communication
Daily work
Teamwork
Deliverables
Support / Service
Culture &
Teamwork
Virtual team setup
What we understand?
What we communicate?
How we interacts?
Values & vision
Who do we want to be?
Short on me – Scope – Focus – ITIL is not enough – Culture & Teamwork – Process & Knowledge Transfer – VT Building Approach – Key to Success – Questions
Patrick Tahiri
5. Strategy
What do we want to
achieve?
IT Offshoring – Focus
Tactical
How do we work?
Operational
What we do!
ITIL Service Strategy ITIL Service Design ITIL Service Operation
ITIL Service Transition & Continual Service Improvements
Culture &
Teamwork
?
Not aligned!
Sub-optimal
deliveries
Short on me – Scope – Focus – ITIL is not enough – Culture & Teamwork – Process & Knowledge Transfer – VT Building Approach – Key to Success – Questions
Patrick Tahiri
6. Strategy
What do we want to
achieve?
IT Offshoring – ITIL is not enough
Tactical
How do we work?
Operational
What we do!
ITIL Service Strategy ITIL Service Design ITIL Service Operation
ITIL Service Transition & Continual Service Improvements
Culture &
Teamwork
Not aligned!
Sub-optimal
deliveries
People matters!
Engage & Motivate People!
Short on me – Scope – Focus – ITIL is not enough – Culture & Teamwork – Process & Knowledge Transfer – VT Building Approach – Key to Success – Questions
Patrick Tahiri
7. Strategy
What do we want to
achieve?
Tactical
How do we work?
Operational
What we do!
ITIL Service Strategy ITIL Service Design ITIL Service Operation
ITIL Service Transition & Continual Service Improvements
Culture &
Teamwork
Virtual Team – Culture & Teamwork
Information | Know-how
Knowledge Sharing/Transfer
Trust| Motivation| Satisfaction
Short on me – Scope – Focus – ITIL is not enough – Culture & Teamwork – Process & Knowledge Transfer – VT Building Approach – Key to Success – Questions
Patrick Tahiri
8. Strategy
What do we want to
achieve?
Tactical
How do we work?
Operational
What we do!
ITIL Service Strategy ITIL Service Design ITIL Service Operation
ITIL Service Transition & Continual Service Improvements
Culture &
Teamwork
Virtual Team – Culture & Teamwork
Information | Know-how
Knowledge Sharing/Transfer
Trust| Motivation| Satisfaction
Cross-Cultural Training
Teambuilding Knowledge Mgt.
Coaching for Change
Short on me – Scope – Focus – ITIL is not enough – Culture & Teamwork – Process & Knowledge Transfer – VT Building Approach – Key to Success – Questions
Patrick Tahiri
9. Strategy Tactical Operational
ITIL Service Strategy ITIL Service Design ITIL Service Operation
ITIL Service Transition & Continual Service Improvements
Culture &
Teamwork
Virtual Team – Process & Knowledge Transfer
Information | Know-how
Knowledge Sharing/Transfer
Trust| Motivation| Satisfaction
Cross-Cultural Training
Teambuilding Knowledge Mgt.
Aligned!
Great place to work!
Happy customers!
Innovation!Innovation
Performance
New markets
Growth
Coaching for Change
Short on me – Scope – Focus – ITIL is not enough – Culture & Teamwork – Process & Knowledge Transfer – VT Building Approach – Key to Success – Questions
Patrick Tahiri
10. Virtual Teambuilding – Approach
Initiation ImplementationPlanning Preparation
Short on me – Scope – Focus – ITIL is not enough – Culture & Teamwork – Process & Knowledge Transfer – VT Building Approach – Key to Success – Questions
Patrick Tahiri
11. Virtual Teambuilding – Approach
Services and processes selection.
Organization and process mapping.
Assess environment.
Relationship building.
Analyze maturity and gap. Reporting.
Initiation
ImplementationPlanning Preparation
Short on me – Scope – Focus – ITIL is not enough – Culture & Teamwork – Process & Knowledge Transfer – VT Building Approach – Key to Success – Questions
Patrick Tahiri
12. Virtual Teambuilding – Approach
Virtual team setup – Relationship building.
Offshore team leaders selection.
Collaboration tools: assess and selection.
Transition project planning.
Information.
Initiation Implementation
Planning
Preparation
Short on me – Scope – Focus – ITIL is not enough – Culture & Teamwork – Process & Knowledge Transfer – VT Building Approach – Key to Success – Questions
Patrick Tahiri
13. Virtual Teambuilding – Approach
Documentation reviews.
Knowledge mapping – Process codification.
Implementation simulation.
Knowledge transfer – Offshore team leaders.
Cross-cultural Training & Teambuilding.
Initiation ImplementationPlanning
Preparation
Short on me – Scope – Focus – ITIL is not enough – Culture & Teamwork – Process & Knowledge Transfer – VT Building Approach – Key to Success – Questions
Patrick Tahiri
14. Virtual Teambuilding – Approach
Initiation
ImplementationPlanning Preparation
Offshore visit.
Harmonization and improvements.
Handover.
Cross-cultural Training & Teambuilding.
Coaching – Developing a global mindset.
Short on me – Scope – Focus – ITIL is not enough – Culture & Teamwork – Process & Knowledge Transfer – VT Building Approach – Key to Success – Questions
Patrick Tahiri
15. IT Offshoring Success
SuccessMetric
Time
None
Good Implementation
Good Technology & Tools
Virtual Teambuilding, Cross-cultural awareness
and Knowledge Transfer
Short on me – Scope – Focus – ITIL is not enough – Culture & Teamwork – Process & Knowledge Transfer – VT Building Approach – Key to Success – Questions
Patrick Tahiri
16. THANK YOU!
QUESTIONS?
Tahiri.no
Short on me – Scope – Focus – ITIL is not enough – Culture & Teamwork – Process & Knowledge Transfer – VT Building Approach – Key to Success – Questions
Editor's Notes
Grunnlag for teambygging er at hver enkelt medarbeider kjenner seg selg og sine medarbeidere.
Culture eats strategy for breakfast! Yes! But a good strategy and operational approaches drive culture!
Culture eats strategy for breakfast. Why? Because even a beautifully conceived strategy won’t be executed the right way if people’s values and beliefs are not aligned. In other words, culture is not mandated; it is shaped from the beginning.
That’s why culture matters;
http://www.game-changer.net/2010/11/04/why-culture-matters/ Strategy drives culture:
A strategy is at it’s core a guide to behavior. A good strategy drives actions that differentiate the company and produce financial success. And culture is a direct result of what your organizations’ strategy is; including how and why you hire people.
EXECUTING YOUR STRATEGY MORE SUCCESSFULLY - End to end perspective: strategy analysis to design to behavior delivery.
Employee behavior is the lead indicator of strategy execution and organizational performance. An organization should aim to align the behavior of it’s employees wit the organization's strategy.
Behavior is observable and can be influenced to ensure appropriate alignment.
Not all behavior needs to be aligned with strategy.
Culture is an asset that is unique to an organization and is very difficult to replicate. Competitive advantage!
So can you develop strategies that inform exactly what you need to do to outperform your competitors, and in turn can you align the behavior of employees to this?
YES! Link your organization’s strategic goals and leadership’s intentions with employee behavior – it’s about filling the gaps between strategy and execution and getting employees to do what the organization needs them to do to deliver superior performance.
Link strategy to behavior.
Source: ukccultureeatsstrategyforbreakfast-140927032425-phpapp01.pdf
Cross-cultural knowledge transfer. Knowledge transfer and communication.
In order to successfully move a business process from one location to another, one must transfer all knowledge required to conduct these process to their new owners.
Source: dttl-grc-riskintelligentapproachtooutsourcingandoffshoring.pdf
Grunnlag for teambygging er at hver enkelt medarbeider kjenner seg selg og sine medarbeidere.
http://www.reply-mc.com/2012/01/22/unraveling-social-interaction-part-7/
Becoming Aware of Your Personal Toolkit
Taking care of the relationship is too simple to be true, because the tools at your disposal are as straightforward as a Swiss Armyknife. The knife below displays the tools that are available to all of us – all the time. I repeat: ALL-OF-US and ALL-THE-TIME. The knife is the ultimate relationship equilibration tool.
Asking for help: Peter Drucker once said:
The leader of the past may have been a person who knows how to tell, but the leader of the future will be a person who knows how to ask.
Asking for help opens doors with honesty and is difficult to resist. It allows your counterpart to have a stake in the solution – to ‘win’ – while you are the cause for this situation to occur.
Listening – or rather, the act of acknowledging: listening is a two-way act, as it involves listening AND acknowledging what you have understood. You need to demonstrate that you are totally engaged. Acknowledging is the part that makes people feel understood and connected.
Thanking: Gratitude is a skill we can never display too often. And yet for most people it seems like they need to wait for the perfect moment … but it never comes. It is always the right time to say ‘thank you’. Gratitude is not a limited resource and an overdose never harms.
Apologizing: Marshall Goldsmith calls this ‘the magic move‘, because an apology is a recognition that mistakes have been made and it contains an intention to change for the better. But most of all, an apology is an emotional contact with the people you care about. It is a disclosure which lets you move forward.
You will note that these four ways have one thing in common: they require you to be humble and to position yourself ‘one down’ with regards to the person you are talking to. As Goldsmith concludes:
When you declare your dependence on others, they usually agree to help.
It’s a very awkward feeling when you start to use this toolbox for the first time, because the one-downness makes you more vulnerable. You are deliberately giving away control over the situation. However, by doing so it is clear that you are managing the balance and the reciprocation of the relationship.
In the end, there is nothing more powerful than that. And nothing is more difficult than that, because it requires us to let go of something that is so deeply wired into our reptile brains, i.e.: the need to be in control of a situation.
http://www.reply-mc.com/2012/01/22/unraveling-social-interaction-part-7/
Becoming Aware of Your Personal Toolkit
Taking care of the relationship is too simple to be true, because the tools at your disposal are as straightforward as a Swiss Armyknife. The knife below displays the tools that are available to all of us – all the time. I repeat: ALL-OF-US and ALL-THE-TIME. The knife is the ultimate relationship equilibration tool.
Asking for help: Peter Drucker once said:
The leader of the past may have been a person who knows how to tell, but the leader of the future will be a person who knows how to ask.
Asking for help opens doors with honesty and is difficult to resist. It allows your counterpart to have a stake in the solution – to ‘win’ – while you are the cause for this situation to occur.
Listening – or rather, the act of acknowledging: listening is a two-way act, as it involves listening AND acknowledging what you have understood. You need to demonstrate that you are totally engaged. Acknowledging is the part that makes people feel understood and connected.
Thanking: Gratitude is a skill we can never display too often. And yet for most people it seems like they need to wait for the perfect moment … but it never comes. It is always the right time to say ‘thank you’. Gratitude is not a limited resource and an overdose never harms.
Apologizing: Marshall Goldsmith calls this ‘the magic move‘, because an apology is a recognition that mistakes have been made and it contains an intention to change for the better. But most of all, an apology is an emotional contact with the people you care about. It is a disclosure which lets you move forward.
You will note that these four ways have one thing in common: they require you to be humble and to position yourself ‘one down’ with regards to the person you are talking to. As Goldsmith concludes:
When you declare your dependence on others, they usually agree to help.
It’s a very awkward feeling when you start to use this toolbox for the first time, because the one-downness makes you more vulnerable. You are deliberately giving away control over the situation. However, by doing so it is clear that you are managing the balance and the reciprocation of the relationship.
In the end, there is nothing more powerful than that. And nothing is more difficult than that, because it requires us to let go of something that is so deeply wired into our reptile brains, i.e.: the need to be in control of a situation.
http://www.reply-mc.com/2012/01/22/unraveling-social-interaction-part-7/
Becoming Aware of Your Personal Toolkit
Taking care of the relationship is too simple to be true, because the tools at your disposal are as straightforward as a Swiss Armyknife. The knife below displays the tools that are available to all of us – all the time. I repeat: ALL-OF-US and ALL-THE-TIME. The knife is the ultimate relationship equilibration tool.
Asking for help: Peter Drucker once said:
The leader of the past may have been a person who knows how to tell, but the leader of the future will be a person who knows how to ask.
Asking for help opens doors with honesty and is difficult to resist. It allows your counterpart to have a stake in the solution – to ‘win’ – while you are the cause for this situation to occur.
Listening – or rather, the act of acknowledging: listening is a two-way act, as it involves listening AND acknowledging what you have understood. You need to demonstrate that you are totally engaged. Acknowledging is the part that makes people feel understood and connected.
Thanking: Gratitude is a skill we can never display too often. And yet for most people it seems like they need to wait for the perfect moment … but it never comes. It is always the right time to say ‘thank you’. Gratitude is not a limited resource and an overdose never harms.
Apologizing: Marshall Goldsmith calls this ‘the magic move‘, because an apology is a recognition that mistakes have been made and it contains an intention to change for the better. But most of all, an apology is an emotional contact with the people you care about. It is a disclosure which lets you move forward.
You will note that these four ways have one thing in common: they require you to be humble and to position yourself ‘one down’ with regards to the person you are talking to. As Goldsmith concludes:
When you declare your dependence on others, they usually agree to help.
It’s a very awkward feeling when you start to use this toolbox for the first time, because the one-downness makes you more vulnerable. You are deliberately giving away control over the situation. However, by doing so it is clear that you are managing the balance and the reciprocation of the relationship.
In the end, there is nothing more powerful than that. And nothing is more difficult than that, because it requires us to let go of something that is so deeply wired into our reptile brains, i.e.: the need to be in control of a situation.
http://www.reply-mc.com/2012/01/22/unraveling-social-interaction-part-7/
Becoming Aware of Your Personal Toolkit
Taking care of the relationship is too simple to be true, because the tools at your disposal are as straightforward as a Swiss Armyknife. The knife below displays the tools that are available to all of us – all the time. I repeat: ALL-OF-US and ALL-THE-TIME. The knife is the ultimate relationship equilibration tool.
Asking for help: Peter Drucker once said:
The leader of the past may have been a person who knows how to tell, but the leader of the future will be a person who knows how to ask.
Asking for help opens doors with honesty and is difficult to resist. It allows your counterpart to have a stake in the solution – to ‘win’ – while you are the cause for this situation to occur.
Listening – or rather, the act of acknowledging: listening is a two-way act, as it involves listening AND acknowledging what you have understood. You need to demonstrate that you are totally engaged. Acknowledging is the part that makes people feel understood and connected.
Thanking: Gratitude is a skill we can never display too often. And yet for most people it seems like they need to wait for the perfect moment … but it never comes. It is always the right time to say ‘thank you’. Gratitude is not a limited resource and an overdose never harms.
Apologizing: Marshall Goldsmith calls this ‘the magic move‘, because an apology is a recognition that mistakes have been made and it contains an intention to change for the better. But most of all, an apology is an emotional contact with the people you care about. It is a disclosure which lets you move forward.
You will note that these four ways have one thing in common: they require you to be humble and to position yourself ‘one down’ with regards to the person you are talking to. As Goldsmith concludes:
When you declare your dependence on others, they usually agree to help.
It’s a very awkward feeling when you start to use this toolbox for the first time, because the one-downness makes you more vulnerable. You are deliberately giving away control over the situation. However, by doing so it is clear that you are managing the balance and the reciprocation of the relationship.
In the end, there is nothing more powerful than that. And nothing is more difficult than that, because it requires us to let go of something that is so deeply wired into our reptile brains, i.e.: the need to be in control of a situation.
http://www.reply-mc.com/2012/01/22/unraveling-social-interaction-part-7/
Becoming Aware of Your Personal Toolkit
Taking care of the relationship is too simple to be true, because the tools at your disposal are as straightforward as a Swiss Armyknife. The knife below displays the tools that are available to all of us – all the time. I repeat: ALL-OF-US and ALL-THE-TIME. The knife is the ultimate relationship equilibration tool.
Asking for help: Peter Drucker once said:
The leader of the past may have been a person who knows how to tell, but the leader of the future will be a person who knows how to ask.
Asking for help opens doors with honesty and is difficult to resist. It allows your counterpart to have a stake in the solution – to ‘win’ – while you are the cause for this situation to occur.
Listening – or rather, the act of acknowledging: listening is a two-way act, as it involves listening AND acknowledging what you have understood. You need to demonstrate that you are totally engaged. Acknowledging is the part that makes people feel understood and connected.
Thanking: Gratitude is a skill we can never display too often. And yet for most people it seems like they need to wait for the perfect moment … but it never comes. It is always the right time to say ‘thank you’. Gratitude is not a limited resource and an overdose never harms.
Apologizing: Marshall Goldsmith calls this ‘the magic move‘, because an apology is a recognition that mistakes have been made and it contains an intention to change for the better. But most of all, an apology is an emotional contact with the people you care about. It is a disclosure which lets you move forward.
You will note that these four ways have one thing in common: they require you to be humble and to position yourself ‘one down’ with regards to the person you are talking to. As Goldsmith concludes:
When you declare your dependence on others, they usually agree to help.
It’s a very awkward feeling when you start to use this toolbox for the first time, because the one-downness makes you more vulnerable. You are deliberately giving away control over the situation. However, by doing so it is clear that you are managing the balance and the reciprocation of the relationship.
In the end, there is nothing more powerful than that. And nothing is more difficult than that, because it requires us to let go of something that is so deeply wired into our reptile brains, i.e.: the need to be in control of a situation.
Source: VIRTUAL_TEAMS_MGMT.docx
Set the frequency of your online meetings and get feedback from your team.
The person in charge of monitoring the progress of the project can always see how the distributed team is performing.
Lessons learnt
1. Setting up a team means that people must get used to a specific way of working and get the same picture as you do when it comes to the project. So one must be patient a few weeks before things just start to roll out!
2. Remote teams might be as productive as local teams, because their actions are tracked permanently and the scrum meetings allow solving issues and giving feedback. Different educational backgrounds mean a different approach that could actually improve your project!
3. Think about using software to keep a well organized project and follow the work of your team, but you can also make your own system, so in order to make sure that you are in full control of your project!
Source: VIRTUAL_TEAMS_MGMT.docx
Set the frequency of your online meetings and get feedback from your team.
The person in charge of monitoring the progress of the project can always see how the distributed team is performing.
Lessons learnt
1. Setting up a team means that people must get used to a specific way of working and get the same picture as you do when it comes to the project. So one must be patient a few weeks before things just start to roll out!
2. Remote teams might be as productive as local teams, because their actions are tracked permanently and the scrum meetings allow solving issues and giving feedback. Different educational backgrounds mean a different approach that could actually improve your project!
3. Think about using software to keep a well organized project and follow the work of your team, but you can also make your own system, so in order to make sure that you are in full control of your project!