Transcript 20050403.MardelPlata-ManagementChallenges

The Management Challenges as
a Registry grows
Lesley Cowley
Chief Executive
The Management Challenges
• People
• Performance
• Plans
6 Years at .uk
• People – from 28 to 135
• Performance - from 25,000 to 4,000,000+ domains
• Plans from - ‘what plan?’ to strategy and action plans
People – The Management Challenge
• Changing jobs and skills
• Cultural change
• Getting the right people on the bus!
People – Some things we have learnt
• Monthly team briefing and staff communication
• Annual staff meeting
• Training to meet business objectives
• People policies, systems and strategies
• Pay, benefits, recognition, praise, fun
•
Nominet UK – voted one of the Top 100 UK
Companies to work for
Performance – The Management Challenges
• Process design
• Deciding what to measure
• How to report performance
Performance – Some things we have learnt
• What gets measured usually gets done
• Measure the right things – link to business objectives
• A focus on key performance indicators misses strategic
things
• Balanced Scorecard approach can be effective
Balanced Scorecard
Customer Perspective
Financial Measures
Internal Business
Processes
Learning and Growth
Nominet Balanced Scorecard
Customer
Financial
Strategic: e.g. service
excellence
Strategic: e.g. sufficient
resources
K.P.I. e.g. 90% of tag changes
within 2 days
K.P.I. e.g. Debtor days 30 or
below
Technical
Learning and Growth
Strategic: e.g. technical
excellence
Strategic: e.g. Resource
capability
K.P.I. e.g. automaton
processing time 120 secs
K.P.I. e.g. Ave. 3 training
days/year for all staff
Plans – The Management Challenge
• Developing our strategy
• Taking a longer-term view
• Communication of plans
Plans – Some things we have learnt
• Strategy development is an ongoing process, not an
annual event
• Develop strategy top down and bottom up
• Link initiatives and changes back to the plans
• Take people and staff with you by communication
• Plan on a Page
Nominet on a Page
Who we are:
Our Strategic Priorities
(Background)
(Business Plan)
What we are here for
What these strategies
will mean
(Mission)
How we work
(Values)
Where we are going
(Vision)
(How they effect our
stakeholders)
Nominet on a Page – Extract
Our Strategic Priorities
• Developing Nominet into a centre of service excellence
What this will mean
• A consistently high standard of customer service
• Real support from a real person giving a personalised
service
• Fast response times
• Extended support availability and channels
In Conclusion
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