Creating Internal Service Agreements: Preparation, Steps 1-3, Book 1, Creating Internal Service Agreements: Implementation, Steps 4-8, Book 2
By Sharon Mulgrew, M.P.H.
Creating Internal Service Agreements: Preparation: Steps 1-3 of an 8-step process, Book 1
We want to flatten hierarchies and manage by coordinating. We can do that most effectively by building a collaborative network.
When we focus on individual impact alone, we find that well meaning managers focus on optimizing our departments. We don’t see ourselves as a player in the wider network. We undervalue the contribution we could make to our colleagues and the larger organization. And, we miss the opportunity to collaborate.
When we depend on our individually oriented “silos,” we hit a lower productivity ceiling quickly.
The most effective way to break through is to create a collaborative network. Here, the right resources at the right time flow easily wherever they are needed within the organization.
The Creating Internal Service Agreements Series gives you a systematic approach to breaking through your “silo” ceiling, engaging you in crucial business relationships, and launching your active collaborative network.
Sharon Mulgrew knows that successful network collaboration depends on clear relevant agreements. Her 8-step process helps you build the necessary skills and commitment. Book 1 focuses on the first 3 steps.
Step 1: How are We Doing as an Organization?
Step 2: Begin the ISA Process
Step 3: Identify Your Contribution to the Organization
In Creating Internal Service Agreements, Book 1, you get the step-by-step skills and support you need to prepare yourself to engage in respectful and reasonable service partnering agreements. You learn to assess the current level of collaboration in your organization; to hold an effective launch meeting; and to identify your essential contribution to your organizational network.
Creating Internal Service Agreements: Preparation: Steps 4-8 of an 8-step process, Book 2
Creating Internal Service Agreements - Book 2 builds on the steps and process tools in Book 1 to help you create useful and productive Internal Service Agreements with your internal service partners (customers and suppliers)
In Step 4, you will develop preliminary documentation that provides you, your employees, and your service partners with a clear picture of your department’s role and operating parameters.
In Step 5, you discover what your internal customer needs from you. This gives you the accurate information you need to draft your internal service agreement.
Step 6 gives you an “all cards on the table” strategy that helps you to negotiate a true partnering relationship.
Step 7 shows you how to create and negotiate your formal internal service agreements including how to measure effectiveness, deliver unexpected services, resolve conflicts, and identify future changes.
In Step 8, you learn how to set up an effective review system for your Internal Service Agreement to keep it alive and effective.
By putting Creating Internal Service Agreements – Book 1 and 2 into action, you and your internal partners (customers and suppliers) will be more productive contributors to the overall effectiveness of your organization.