Mentoring & Team Approach
A Professional ICT Services like ours, the primary critical success factors are lead from our ability to function as a team. Complemented by a good mentoring program that is rarely found in our industry, we are striving for this to be recognised as one of our primary success factors.
We all need to learn to continually function in a positive and proactive manner that promotes our team mates and the Corporation in the best possible light.
An ability to work together, draw on team strengths, escalate when necessary for productivity and client availability/satisfaction (but not escalate just for the sake of it, we must always learn something from every escalation, you should be always targetting retention of knowledge, troubleshooting 101 needs to be followed using wiki, google and other site/TSA procedures) this approach will help differentiate us as a best of breed team.
Our staff are mentored to learn a sense of urgency in everything we do, prioritise, be seen to take ownership and be accountable for issues and activities, this is what will set our team apart from the pack.
Clients want teams that take ownership and get resolution, they don't actually care who does it, their acknowledgement of success will come from the outcome. A proactive, felxible and agile approach where we are all backing each other in a true team approach is a critical success factor.
Our renewed mentoring program, something that is essentially, but rare in our industry should enable us all to strive to reach that next level, and be seen as exceeding client expectations in a manner that will guarantee long-term relationships and gain successful recognition for all.
The mentoring program will be driven from the top down i.e. Executive Managers - Managers - Team Leaders - all roles.
We also look to introduce specialised resources to help you develop best practice delivery approaches, creating workshops or training programs focused on Customer Service and managing expectations. All in all we provide commercial and business training that goes beyond the technical role.