Tom Rees - trees@u.arizona.edu 520.621.9480Assistant Director - Office of Student Computing Resources

University of Arizona

A Little History

• 3.5 years ago OSCR didn’t exist. We were:

• Instructional Computing - a division of Central IT

• We ran computer labs / e-classrooms

• We did some multimedia

More History

• 3 years ago OSCR was:

• Flat with a single ‘boss’

• 12 full-time employees

Recent History

• 1 year ago OSCR was:

• Flat with a single, now stressed out, ‘boss’

• And 20 full-time employees

• 70 student employees

• And our mission had changed

We Now • Primary technology support for 29,000+ students

• Support tech in the Hi-Tech teaching Building (and elsewhere)

• Run the Student Help Desk / Mobile Help Desk

• Teach/Support technology classes

• Provide central services for education/instruction

• Etc etc etc

So . . . • Things Needed to Change

• On the thin side

• FTE to student ratio is 1:2055

• Employing 70 students technology workers

What we wanted • Leverage Great People

• Right person for the right task - regardless of job description

• Get maximum input in minimum time

• Negate the “Run over by a bus” syndrome

• Respond to change - quickly with minimum of bureaucracy

• Delegate authority/responsibility with accountability

Matrix Teams • Relatively small teams (4 - 10 members)

• Cross-functional team membership with

• Complementary skill sets

• Common Purpose

• Real Leadership - Real Authority - Real Accountability

• Members believe in and contribute to each others success

What a Matrix Org Chart Looks Like

How we did it• Call for proposals

• What does this look like to you?

• What do you want to do within this structure?

• What will the others do?

• Self Select

Our Split Personality• No Supervisors - Team Leads and Principals

• We work in functional teams

• With Team Leads

• We Administrate Ourselves

• With Principals

We Work Like this:• Functional Teams

• CST - Client Services

• SNS - Server and Network Services

• WaTT - Workshop and Training

• MST - Multimedia Services

• CLCTT - Computer Lab and Classroom Technologies

And this:• Functional Teams - cont.

• WAD - Web and Applications Development

• MOO - Marketing, Outreach and Operations

• Teamleads

http://www.oscr.arizona.edu/about

MARKETING OUTREACH & OPERATIONSWEB & APS DEV**Team LeadsCOMPUTER LABS & CLASSROOM TECHNOLOGIES**SERVER & NETWORK SERVICES**CLIENT SERVICES**MULTIMEDIA SERVICES & TECHNOLOGIESWORKSHOP & TRAININGMary Barleycorn X XWilliam Faulkner X XBernard Begay A XMike Birdwell X XBeth Hardy XMark Fischer X X XJosh Kanto X X X XGregory Anderson X Xlimell' lawson L X XNick Lopez X X XGary Mackender X XChristine Mathias X X XKarina Mc Cune X XAndrew McCabe X XEd Murphy X L X XJose Noriega X L X XTom Rees X L LKate Rehkopf X X X LChris Stagg X X L XCatherine Zavala X X X L

Direct Responsibility of Limell'Direct Responsibility of TomSignifies Team Lead LDenotes University College responsibilities **Denotes Associate responsibility to Team A

Go to the Principal • For your needs:

• Technology

• Career Development - Training

• Time

• Coordinate Work Check-ups and Performance Appraisal

Things That Happened • Be Careful what you ask for

• Goin’ It Solo

• Ya Gotta Have Buy-In

• Taking Ownership

• Flat to Non-flat

• disenfranchisement

Things That Happened • Communication can’t happen too much

• Well, maybe, perhaps, actually. . . Yes, it can

• Too Many Meetings!

• Accountability/Responsibility - is it real?

• Feedback

• PAs

Things That Happened • Groups vs. Teams

• It’s all about the people

• Change is tough

• Change is very tough

• Change is very, very tough

• Did I Say “Change is tough” yet?

Results Within • More Communication, Faster Referrals

• More ad hoc teams

• More Team Decisions

• Better response time to challenges

• Less moving upstairs

• Accountability issues

Results Outside • Place to work - Place to hang

• Survey Says:

• OSCR ROCS

• Somebody Bet on the Bay

• Student IT Advisory Board and the Student IT Fee

• Life is just a bit sweet!