Information Technology Reference
In-Depth Information
out the organizational mission. Some users support those executing the organiza-
tional mission. All contribute to organizational success. Those users that carry out
the organizational mission include those who bring in the money (sales), perform
the service (installers), produce the widget (assembly-line worker), fly the airplane,
and face the enemy (war fighter).
Part of the challenge of operations is to make users aware of what to do (aware-
ness) and to teach users what to do (understanding), how to perform the task at all
(use), how to perform the task fluently (effective use), and how to perform the task
to minimize business risk (secure use). Examples of frameworks that support user
activities include:
n
−
−
−
−
−
n
−
n
−
Objectives-based outcome framework
Awareness
Understanding
Use
Effective use
Secure use
Accountability
Ownership of responsibilities
User support
Various levels and perspectives of expertise
Help desk
SMEs
Operations
Management
Governance
Workflow
Process
Task
Kinetic (physical) tasks
Cognitive (mental) tasks
Decision space
Decision events
Decision triggers
n
n
n
n
n
n
−
−
n
n
−
−
−
11.3.6
Leadership Frameworks
Leaders reside in every part of the organization and may draw upon the widest variety
of frameworks. Examples of frameworks that support leadership activities include:
n
n
Team building
Relationship building
