Leading a Revolution: How to Create a World-Class Service Organization in Just One Year

In 2012, St. Norbert's technology group was a team divided, organized in two separate departments that thought of themselves as three. One year later, we had transformed ourselves into a world-class service organization and team, characterized by campus constituents as having "amazing energy" and achieving an "incredible shift in atmosphere, attitude, and confidence." How did we do it? We deconstructed and then reconstructed organizational structure and space, renovating our physical environment to create a space that fosters collaboration and communication. Along the way we brought staff together over food, service, and song—and in the process revolutionized our division.

OUTCOMES:
Explore strategies for building teams, changing organizational culture, and learning from interactions with key stakeholders * Understand how physical space affects group dynamics and the benefits of open office space * Identify strategies for moving from a "help desk" to a "service desk" * Learn how to transform from a technical support mentality/model to a service-focused organization