Client services work planning

Abstract

The Integrated Technology Services Department (ITS) at the University of New Brunswick recently started implementing unit work planning. Traditionally ITS has done high level work planning only at budget time. This case study will show how the Client Services Unit of ITS implemented work planning for its teams in an environment where this has never been done before. Client Services is responsible for 5 teams, Hardware Support and Repair Services, Publications and Communications, Client Support, IT Procurement, and Account Administration. The work planning process included: developing team mission statements and management plans; prioritizing the team's work and developing tools to find out how busy we are; determining cyclical activities; tying work plans to team management plans and mission statements; and finally reporting and reviewing team work plans. The Client Services work planning process was implemented in September of 2006. A number of challenges were faced as the process moved forward. Team managers had to be on-board with the process and steps taken to address their issues. Work planning takes time and there was some resistance to its implementation. This presentation will cover both the challenges and successes of the implementation as well as where we are today. Finally, a number of next steps will be reviewed. The implementation of work planning has been an eye-opener to all members as the learning process continues.