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WELCOME TO DIALOG PEOPLE, TECHNOLOGY - ENABLING BUSINESS
Dialog Way of Doing Business Induction Course & Introduction To Professional Skills
Today’s Agenda u Dialog, Our Company Ø History of Dialog Ø Future for Dialog u Dialog, Our People & Processes Ø Expectations Ø Dialog’s SAGE Methodology Ø Our clients
Mission Advance our client’s corporate objectives and improve their business operations through the implementation of costeffective IT and telecommunications.
History u 1979: Started with 3 people in Qld u 1987: Merged with Skills and Solutions u 1991: ISO 9001 certified u 1999: Acquired Intrinsic and Addease u 2000: Bought 50% share of ICEmedia u 2003: Acquired BBB u. NOW: Over 450 people nationally
What Makes Us Special? u Involved from strategy to maintenance, from leading to supporting, understanding clients’ business u Committed focus, clients’ best interest, committed to providing excellent services u Can Do flexible, adaptable, getting the job done u Always consistency, quality, reliability, success
What Is Our Business? Designing, developing and implementing IT solutions, including: u Consulting u Outsourcing u Technology management u Systems integration u Project management u Systems development u Applications management services u Response centre u Training u Industry specialists u Technology specialists
The Things We Do We work in many areas, including: u E-business u Data Warehousing / Business Intelligence u Groupware u Web, / Collaborative workflow Internet, Intranet u Multimedia u Knowledge Management
Dialog’s Products u Financial Systems: Navision Financials, Infinium, Dialog Hire, MXP u Human Resource Management System: AXi. OM u Business Intelligence Systems: Cognos Suite, Crystal Decisions Suite & Ardent Datastage, SQL Server. u Response Centre: HEAT Help Desk, remedial maintenance and support, infrastructure management
Dialog’s Clients u Many clients, industries, all kinds of technology u Local, State & Commonwealth Government u Small, medium and large private enterprises u We are responsive, flexible and like to work closely with our clients. u Based on long term business relationships, trust and achievement u Over 75% of our business is repeat and referral
A Sample of Dialog’s Clients u Environmental Protection Agency u Suncorp Metway u Department of Natural Resources u BP u Main Roads Department u Telstra u Queensland Health u Brisbane City Council u Energex u Bechtel u Ergon u Boral u Queensland Rail u Mc. Donalds u. P & O u Burger King u 3 M u Pizza Hut u Golden Casket u Coca Cola u Times Warner / Sea World u Nestle u Meadow Lea u Burswood, Star City & Sky City Casinos
FACTORS AFFECTING OUR BUSINESS Corporate profits are improving. Companies are spending but very prudently. IT still viewed circumspectly. Remains a buyers market. Clients know it!
FACTORS AFFECTING OUR BUSINESS Supply demand equation is still out of balance A lot of good people not employed or underemployed For the second time, QUT didn’t fill its quota Dialog has not had a real price increase for 3 years
FACTORS AFFECTING OUR BUSINESS Off-shoring will continue to impact our industry Government agencies have been given a green light Dialog has proven it can compete effectively
FACTORS AFFECTING OUR BUSINESS Clients tell us they like our business model A stable pool of experienced consultants Big enough, but not too big Broadly based Strong enduring Client relationships forged over 25 years Strengthening relationships with long term partners
Dialog - Corporate Citizen u Co-operative education program u Faculty Advisory Board for QUT u Sponsor Griffith Trio (Qld Conservatorium) u Support Charities – eg: Ø RSPCA & Starlight Foundation Ø Camp Quality Aust Ø Guide Dogs Qld Ø Qld Cancer Fund u Community Sporting Teams & Events Ø Hockey, basketball, netball, rugby
National Response Centre u Nicole Le. Maistre ØSupport clients who have bought Dialog solutions ØSupport clients who have been referred by all Dialog Regions ØProvide internal IT support for Dialog nationally 1300 361 040
ICEmedia u. Bob Tisdall & Paul Campbell ØMultimedia design and development ØWeb sites ØCD Rom Ø 50 % ownership by Dialog
Dialog BBB u. Iain Nolan & Allan Bailey ØNetwork specialists ØSecurity and contingency planning ØWireless and Infrared technologies ØMain office in Wollongong
Queensland Alan Key Regional Manager Brisbane Alan Key Services David Sachs Financial Systems Townsville Rob Gillon Services Ron Fawcett Business Intelligence Systems Hazel Connor AXIOM Lucas Doessel Corporate Services
Services Alan Key Rob Gillon Tony Middlemiss Jeff Portwain Caroline Hyndman Local Govt Environment Rail Telecomms Defence Karen Marlow Steve Mc. Cormick Tallula Sandison Karen Swift Education Mining, Energy Finance Collaborative Solutions IBM Lotus Notes IBM Websphere Health Transport Justice Consulting Services Team (~ 250) Administration: Lucas Doessel, Thelma Beattie, Marilyn Saunders, Cheryll Jones Chris Rawson-Harris Sales Management (Sales Support) Alan Roberts & John D’Hooghe Executive Consultants (Consulting Support) Rick Lawrie
IBM Solutions Team u. Collaborative workgroup solutions u. Services all sectors u. Represented by all Account Managers u. Biggest in Qld, 2 nd biggest in Aust u. Award-winners in 1999, 2000 u. IBM Lotus Notes/Domino Premier Partner u. IBM Websphere u. IBM Rational u. Microsoft Premium Partner
Financial Systems u Microsoft Navision Financials (Windows Financials & payroll) u Dialog Hire System (Financials for hire businesses) u MXP Financials (character based in Progress 4 GL legacy)
Business Intelligence Systems u Ron Fawcett u Consulting, Design, Development & Implementation u. Cognos Suite BIS tools (Impromptu, Powerplay) u. Datastage (Data Warehouse Middleware) u. Crystal Decisions (Crystal Reports, Seagate Info) u. SQL Server
Regional Office Capabilities All Dialog offices can offer and support all Dialog products & services
Northern Territory Howard Jeffery Professional Services Mgr, Marion Wentriro Office Manager Consultants (~ 30)
NSW Neill Hills-Johnes Regional Manager TBA Office Manager Kerry Proctor NT Financial (Navision) David Rapley Infinium AS 400 Consultants / Sales (~29) Beverley Tilbury Services
A. C. T. Rob Moten Regional Manager Suzanne Mc. Cutcheon Office Administrator Consultants (~20)
Victoria Alan Key Regional Manager Paul Turton TBA Account Manager Services Delivery Manager Services Team Consultants (~20)
Western Australia Tony Zach Services Manager Kendra Shields Office Manager Consultants (~25)
Company Performance 2003 / 2004 – Full Year u Revenue $46. 5 million u People 440 2004 / 2005 - Budget u Revenue $53. 5 million u People 490
Five Key Agendas: 1. Regional diversification “A significant player throughout Australia” 2. Partnership with Suppliers “Leverage business through relationships” 3. Partnership with Clients “Generate long term, stable business” 4. Partnership with Staff “Dialog succeeds when we all succeed” 5. Corporatisation “Many products & services - One company”
Your Personal Support Facilities u Other Experienced Professional Staff (>400) u Dialog SAGE Methodology u Corporate Handbook u Self-paced Training Materials ---------------------------u Extranet, Dialog Lotus Notes Databases & Email u Policies u Staff Meetings u Performance Review / Training Plans
Dialog Extranet www. dialog. com. au/extranet
Dialog’s Extranet If you don’t have access – Email [email protected] com. au They will issue you a User ID and Password.
Dialog Policies Refer Corporate Handbook. Examples Include: u Estimating & Quotations u Training u Leave u Remuneration u Email usage u Virus Detection u Use of Dial-up Facilities u Code of Conduct u Purchasing u Billing, timesheets, overtime etc u Equity u Sexual Harassment u Media u Travel
Performance Measurement And Rewards System (MARS) - Objectives u Provide timely feedback u Fair and objective u Implemented for all of Dialog u Consistent across Dialog u Involve Senior field staff u Promote corporate values of professionalism & customer service u Involve the individual in preparation
MARS - Features u Positive opportunity to exchange views u Key component of how Dialog values its staff u Review addresses: Ø Relationship Management Ø Work Attitudes Ø Technical Skills Ø Career Aspirations Ø Development Needs Ø Training Plans Ø Salary
Performance Review Elements u Probationary review after 3 months u Assignment review at end of each project or assignment (for consultants in field) u Assignment review at 4 to 6 monthly intervals (for staff in ongoing roles) u Assignment review just prior to 12 monthly review u Use it to update your resume. u Annual Performance Review on 12 months anniversary
Assignment Review u. Complete first page at the beginning of the assignment u. Ensure you have clear measurable targets u. Be open to suggestions for improvement
Annual Performance Review u Be prepared u Ensure resume is up-to-date u Ensure Assignment Reviews have been completed u Think about your performance u Remember Dialog has high expectations. “Meeting expectations” is not a negative comment u Seek feedback and constructive comments u Be prepared
The Dialog Professional
Our Customers Judge Us By Our: 1. Processes & Methodology 2. Responsiveness to customer needs 3. Courtesy and empathy 4. Physical presentation 5. Reliability 6. Leadership on assignments 7. Trustworthiness 8. Communications 9. Technical competence
Note: Personal performance assessment under MARS is aligned with these attributes.
1 Processes & Methodology
What is Quality?
Quality: ““”Quality and quality control are agreed by all observers to be major international business factors, yet the terms are extraordinarily difficult to define precisely. ” - Capers Jones
Quality - Definitions “Meeting or exceeding customer expectations. ” - Anonymous. “Good quality does not necessarily mean high quality. It means a predictable degree of uniformity and dependability at low cost, with a quality suited to the market. ” - Dr W. E. Deming. “The totality of features or characteristics of a product that bear on its ability to satisfy stated or implied needs. ” - ISO 8402.
ISO 9001: 2000 Dialog accredited to ISO 9001: 2000. 8 Quality Management Principles: u. Customer focus u. Leadership u. Involvement of people u. Process approach u. System approach to management u. Continual improvement u. Factual approach to decision making u. Mutually beneficial supplier relationships
SAGE Methodology u. Dialog Extranet u. Lotus Notes Corporate Info Contents u. Complete Methodology u. All forms to support Methodology u. Templates of documents Extras u. Library of Example Documents
Methodology Principles u How Dialog does business u Add value, not time u Assist rather than impede u Simple and easy to use u Documented processes u Provide benefits u Improve professionalism u Flexible u Apply to a range of project types
Quality & Service Methodologies u Foreword and User Guide u Quality Manual u Methodologies related to services
Supporting Documents u Other methodologies related to the provision of services. u Standards to be employed in the completion of assignments. u Templates - including document and report templates and forms.
Corporate Procedures (non-project related) u Corporate policies u Document control u Audit and review u Training u Office procedures
How & When to use the Methodology u As a framework for deliverables - what, when, how. . . u Project Management - checklists, points to consider. u Business writing - samples, templates, examples. u When doing reviews of designs, deliverables u Documenting client communication - minutes, reports, plans u Issue management - sequences, administration, tone of communication.
Benefits and Continuing Use u It saves time and trouble! u foundation for managing your work - all bases covered, no gaps or problem areas left unattended u The Methodology is the main tool in achieving consistency - easier to pass on and to pick up projects mid-stream u keeps customers happy - delivering on Dialog’s promises means more work for all
Changes to SAGE Methodology Quality Systems are under continuous improvement Suggestions for improvements to Lucas Doessel u. Email: [email protected] com. au
Process / Methodology u Customers value Dialog’s methodology: w disciplined & consistent approach w efficient, cost effective projects w high quality results u Be familiar with contents of SAGE u Use it!
2 Responsiveness to customer needs
Linking Quality & Customer Service There are only two things of importance: “One is the customer & the other is the product. If you take care of customers, they come back. If you take care of your product, it doesn’t come back. It’s that simple - and it’s that difficult. ”
The Essential Relationships Dialog’s Customers Dialog People
Some Things You Should Know About Customers…. .
Did You Know: u It costs 5 to 15 times more to win a new customer than keep an existing one u Customer Service is only excellent if the customer perceives it that way u A disgruntled customer will tell up to 13 other people about a bad experience u A pleased customer may not tell anyone
Our Customers: u. Face unprecedented change u. Experience more competition than ever u. Must respond to market changes quicker than ever u. Need to reduce costs u. Seek improved revenues u. Require value for money u. Use technology to do these things
And, Our Customers Want To: Care u be treated as important Concern u have their problems taken seriously Control u be in control of what happens to them (they hate surprises) Consistent u receive consistently excellent service from everyone they deal with in Dialog Capable u be able to rely on Dialog to deliver what we’ve promised
Responsiveness u Communicate openly & clearly in “customer-speak” u Provide responses to queries in appropriate timeframes – meet deadlines u Don’t procrastinate u Manage customer expectations u Ensure response is complete and concise u Get all the facts and demonstrate understanding
3 Courtesy & empathy
Courtesy & empathy Maximise u Courtesy u Listening skills u Researching & understanding real customer needs u Clear, concise communication u timeliness Avoid u Rudeness u Short fuse u Technical mumbo jumbo u Ignorance of customer’s real needs u Time wasting activities u Lateness – in delivery & turning up
Code of Conduct u Respect, fair & equitable treatment u Loyalty u Maintain professional reputation of others u Integrity u Confidentiality u Continued learning & innovation u Integrate personal aspirations with Company u Cooperation u Honour contracts.
Personal Presentation u Manner, dress and appearance is important u Dress appropriately to your assignment u Dress at the level of the person you regularly report to in a client site u Avoid fashion extremes
Reliability Demands Organisation Being organised means you are in control of your work. It requires: u Planning. u Time Management. u Setting and meeting expectations: with customers and colleagues. u Keeping your workspace tidy.
Organisation is about Planning Some oldies but goodies: If we fail to plan, we plan to fail. Planning is work - Working is not planning. Anon. Vision without action is a daydream. Action without vision is a nightmare. Japanese Proverb.
Discipline u Attend to essential boring tasks & chores in a timely and thorough fashion -. Ø timesheets. Ø meeting minutes. Ø status reports. u Follow through on undertakings. u Observe Dialog & customer “rules. ” u Apply Dialog methods, standards & procedures shortcuts can be risky. Use code ZZ 05 for this Induction Course.
Leadership u Customers look to Dialog for leadership in applying technology to business u Leadership delivered through individuals / teams who: Ø Have sound character & values Ø Understand the customer’s business Ø Provide sound advice which meets real needs Ø Have track records of “delivering the goods” u Exercise Duty Of Care “A leader is one who: knows the way, goes the
Continuous Personal Development u Develop goals around what you like doing (not just around your talent). u Enthusiasm & involvement are the keys to fun in life. u You are the one in charge of your personal development & career direction. u Seek feedback (through MARS, colleagues & customers). u “…the overwhelming majority of skill building in professional life takes place on the job. ” “Be curious always! For knowledge will not acquire you: you must acquire it. ” Sudie Back.
New Business Opportunities u New business can arise from: Ø Ø Ø Variations & extensions to current jobs New business initiatives Innovative suggestions from Dialog team Legislation changes Other contractors’ poor performance u Be interested in Customer’s business : Ø Develop relationships Ø Read industry journals Ø Take interest in customer’s business initiatives u Refer new opportunities to your Account / Commercial Manager u Estimating & Quotations Policy applies at all times
Trustworthiness, Integrity, Honesty & Confidentiality Our customers have high expectations of us: u value for money. u sound advice in our specialist areas. u their business information will not be disclosed. u we are absolutely honest in all our dealings. u we take care of the assets entrusted to us.
Managing Relationships With Integrity Treat other people as you want to be treated: u as equals u with honesty u straightforwardly - not in an underhand manner u openly – with appropriate & timely disclosure of information, issues and problems
Communication Often the most difficult part of our jobs. u Be aware of your audience: - who they are, their needs, technical understanding, level of concern or interest. u Learn to listen and hear what is really said. u Negotiation skills often required. u Plan formal communications thoroughly.
Communication Quiz What percentage of effective communication is attributed to: 1. Words 2. Tone of voice 3. Body language?
COMMUNICATION _______ 53% ____ __ ______ 35% ______ 12%
Types of Communication u Meetings u Documents u Software demonstrations u Presentations u Face-to-face sessions u Telephone conversations u Email u Instant messaging (Lotus Sametime, MSN)
Communication with Administration Staff: u Location - Keep Reception informed of your whereabouts. u Phone #, fax #, email address when on remote sites u Leave (in particular sick leave) u Change of home address details u Keep resume up to date
Communication with Client u Set expectations u No surprises u If sick, ensure they are notified u Sign off time sheets & leave requests u Caution - think before you speak
Communication with your Management Team u. Set expectations u. No surprises u. Commercial issues Timesheets u. Timeliness (Monday am) u. Accuracy (Job Codes, hours worked) u. Completeness (all time accounted for) u. Multi-project requirements
9 Technical competence
Technical Competence u Technical competence is assumed and must be maintained – it is a non-negotiable minimum! u Individuals need to aim for mastery in their specialty areas: Ø On the job experience Ø Formal studies Ø Technical training courses, seminars, workshops Ø Reading journals Ø Self study u Dialog’s Training Policy
Dialog’s Training Approach u Resources Ø Access to courses, internal & external Ø Self paced courseware Ø Technical library u Support u Dialog’s Expectations: Ø Formalise qualifications through certification Ø Integrate personal aspirations with company directions
Useful Certifications u. Microsoft Certified Solution Developer (MCSD) Ø Microsoft Certified Systems Engineer (MCSE) Ø u. Oracle Ø Oracle Certified Application Developer Ø Oracle Certified Database Administrator u. Sun Ø Sun Certified Programmer For The Java Platform Ø Sun Certified Developer For The Java Platform u. Lotus Ø Certified Lotus Professional (CLP) development or admin Ø Principal Certified Lotus Professional (PCLP)
What training is available? u. Attend courses Ø Check with Marilyn Saunders regarding what is available Ø Check with your Manager re suitability Ø Talk to others with skills in the subject u. Use CBT courseware for self study Ø Microsoft Ø Sun Java Ø Lotus Notes
Requesting Training u Training Request to your Manager! u Marilyn will arrange and confirm attendance u If Self Paced training - Marilyn provides access to CBT CDs or Oracle environment u Sit exams on completion of study (arrange exams through Marilyn)
Between Assignments (Mainly Services Staff) Breaks Between Projects -. Ø A normal part of our business. Ø Not a comment on your ability. Industry Average - 10%, Our Average < 5%. Use This Time To Do New Things -. Ø Participate in bids. Ø Do further training - gain certification. Ø Participate in corporate initiatives (methodology improvements, project reviews, social club). Ø Network with others.
RECAP 1. Processes & Methodology 2. Responsiveness to customer needs 3. Courtesy and empathy 4. Physical presentation 5. Reliability 6. Leadership on assignments 7. Trustworthiness 8. Communications 9. Technical competence
Conclusion - about Dialog u Strong growth over 25 years u Enviably high level of repeat & referral business u Success through commitment to staff & customer relationships
Conclusion - about you u You are valued for your contribution to Dialog, our clients and your colleagues u Maintain the highest professional standards u Your career and its development are yours to shape u Use the many support facilities available
Dialog People, Technology – Enabling Business