CONCURRENT SESSION 3B
Thursday 7 September 2017
Time: 1.30pm - 3.30pm
The University of Auckland
Using the NESTT Process
The University of Auckland recognised that our traditional approaches were no longer sufficient to achieve our improvement goals. We needed to be more responsive, agile and innovative in addressing our customer satisfaction and disruptive in our thinking (beyond continuous improvement) but still balancing the need to fix the obvious. We also wanted to encourage participation and action so that innovation and challenging the status quo was embedded in our culture.
The NESTT (Navigate, Expand, Strengthen, Tune, Take-off) developed at QUT provided a framework that would support this shift into the new ways of thinking - strength-based innovation versus deficit thinking.
The IT Service Effectiveness NESTT has been very well received and has created a collegial action orientated space. Those involved in the NESTT found it to be fun and rewarding. It established a space for customers and service providers to work together to create solutions. As well as generating great ideas, it has encouraged strong working relationships between the participants. They cannot stop collaborating!
Our presentation will highlight how we chose the topic for the NESTT and how we involved the right people from the sponsors to the participants. It will also cover the practical aspects of how to run the NESTT and the level of commitment required. We will talk about the ideas generated, how to get them approved and the tangible goals the NESTT achieved within a short time frame, as well as how to keep momentum going for the medium to long term initiatives.
There are also a number of lessons learned, particularly about preparation and stakeholder engagement that we would like to share.
Justin Richardson is the Service Transition Manager at The University of Auckland. He has over 20 years experience ranging from hands-on technical roles to IT consulting for large multi-national banks including IT Service Management, Lean IT and ITIL programs with a regional and global scope. More recently, Justin has been facilitating the first NESTT run at the University focussing on improving customer service.