Lesley Cowley Chief Executive The Management Challenges as a Registry grows.
-
Upload
darcy-hutchinson -
Category
Documents
-
view
217 -
download
0
Transcript of Lesley Cowley Chief Executive The Management Challenges as a Registry grows.
![Page 1: Lesley Cowley Chief Executive The Management Challenges as a Registry grows.](https://reader035.fdocuments.net/reader035/viewer/2022062515/56649f565503460f94c7b2ca/html5/thumbnails/1.jpg)
Lesley Cowley
Chief Executive
The Management Challenges as a Registry grows
![Page 2: Lesley Cowley Chief Executive The Management Challenges as a Registry grows.](https://reader035.fdocuments.net/reader035/viewer/2022062515/56649f565503460f94c7b2ca/html5/thumbnails/2.jpg)
The Management Challenges
• People
• Performance
• Plans
![Page 3: Lesley Cowley Chief Executive The Management Challenges as a Registry grows.](https://reader035.fdocuments.net/reader035/viewer/2022062515/56649f565503460f94c7b2ca/html5/thumbnails/3.jpg)
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
![Page 4: Lesley Cowley Chief Executive The Management Challenges as a Registry grows.](https://reader035.fdocuments.net/reader035/viewer/2022062515/56649f565503460f94c7b2ca/html5/thumbnails/4.jpg)
People – The Management Challenge
• Changing jobs and skills
• Cultural change
• Getting the right people on the bus!
![Page 5: Lesley Cowley Chief Executive The Management Challenges as a Registry grows.](https://reader035.fdocuments.net/reader035/viewer/2022062515/56649f565503460f94c7b2ca/html5/thumbnails/5.jpg)
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
![Page 6: Lesley Cowley Chief Executive The Management Challenges as a Registry grows.](https://reader035.fdocuments.net/reader035/viewer/2022062515/56649f565503460f94c7b2ca/html5/thumbnails/6.jpg)
Performance – The Management Challenges
• Process design
• Deciding what to measure
• How to report performance
![Page 7: Lesley Cowley Chief Executive The Management Challenges as a Registry grows.](https://reader035.fdocuments.net/reader035/viewer/2022062515/56649f565503460f94c7b2ca/html5/thumbnails/7.jpg)
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
![Page 8: Lesley Cowley Chief Executive The Management Challenges as a Registry grows.](https://reader035.fdocuments.net/reader035/viewer/2022062515/56649f565503460f94c7b2ca/html5/thumbnails/8.jpg)
Balanced Scorecard
Customer Perspective Financial Measures
Internal Business Processes
Learning and Growth
![Page 9: Lesley Cowley Chief Executive The Management Challenges as a Registry grows.](https://reader035.fdocuments.net/reader035/viewer/2022062515/56649f565503460f94c7b2ca/html5/thumbnails/9.jpg)
Nominet Balanced Scorecard
Customer
Strategic: e.g. service excellence
K.P.I. e.g. 90% of tag changes within 2 days
Financial
Strategic: e.g. sufficient resources
K.P.I. e.g. Debtor days 30 or below
Technical
Strategic: e.g. technical excellence
K.P.I. e.g. automaton processing time 120 secs
Learning and Growth
Strategic: e.g. Resource capability
K.P.I. e.g. Ave. 3 training days/year for all staff
![Page 10: Lesley Cowley Chief Executive The Management Challenges as a Registry grows.](https://reader035.fdocuments.net/reader035/viewer/2022062515/56649f565503460f94c7b2ca/html5/thumbnails/10.jpg)
Plans – The Management Challenge
• Developing our strategy
• Taking a longer-term view
• Communication of plans
![Page 11: Lesley Cowley Chief Executive The Management Challenges as a Registry grows.](https://reader035.fdocuments.net/reader035/viewer/2022062515/56649f565503460f94c7b2ca/html5/thumbnails/11.jpg)
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
![Page 12: Lesley Cowley Chief Executive The Management Challenges as a Registry grows.](https://reader035.fdocuments.net/reader035/viewer/2022062515/56649f565503460f94c7b2ca/html5/thumbnails/12.jpg)
Nominet on a Page
Who we are:
(Background)
Our Strategic Priorities
(Business Plan)
What we are here for
(Mission)
What these strategies will mean
(How they effect our stakeholders)
How we work
(Values)
Where we are going
(Vision)
![Page 13: Lesley Cowley Chief Executive The Management Challenges as a Registry grows.](https://reader035.fdocuments.net/reader035/viewer/2022062515/56649f565503460f94c7b2ca/html5/thumbnails/13.jpg)
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