People, Process, and Technology – Leading by Example
Resolution IT Dubai’s Managing Director, Rupert Walmsley, speaks about his recent trip to our Guernsey HQ and draws comparison between the ‘Resolution Way’, and the ‘People, Process, and Technology’ industry framework.
As we approach the halfway point of 2023, I’ve been fortunate to fly over from Dubai to spend the last week of June with colleagues in our head office in Guernsey to take part in the quarterly review and planning sessions. I’ve come away inspired, invigorated, and proud to be part of such a great company, but when digging more into ‘why’ I’m feeling this way, my mind turned to an old industry framework: People, Process, and Technology.
People
The culture at Resolution IT is special, a testament to the huge amount of effort that the Directors put into building a great team, creating a welcoming workplace and continually investing in the growth, progression, and support of our people. That’s all easy to say, but when you walk into the office, are welcomed by smiling people, and sit side-by-side with them over a matter of days, you really see how supportive of each other they are. The desire to help both colleagues and customers shines through again and again, equalled only by an awareness that despite everything that has been achieved, there is more that can be done. I’ve never worked with a team where continuous improvement is such a priority that it has become an integral term used by everyone.
Process
Resolution IT operate the EOS methodology based on the popular Traction book. EOS provides a structured framework that can benefit any business, but seems to resonate particularly well in the IT industry. Regular meetings become the heartbeat of the business, with annual planning setting the strategic and financial goals for the upcoming year(s), quarterly planning gives us time to report and reflect on achievements so far and the opportunity to verify we’re on track or to adjust for any recent developments as needed. Day to day operations and any issues that arise are typically dealt with in weekly meetings at both a Management and Department level. Like with the culture above, it sounds simple, but the results across both the business and individual team members that have be achieved by consistent implementation and hard work are formidable.
Technology
“IT as it should be” is very much our area of expertise, and we often take the hardware we use, ease of access to live data and collaboration with colleagues, and embedded cyber security protection for granted – it’s BAU (Business As Usual) for us! The additional flourishes of technology that stood out to me were those combining the people and processes that make our company great; screens showing meeting room availability and allowing people to sign-in to collaborate with remote colleagues; a leaderboard for our service delivery team that identified colleagues performing well and in need of recognition, while reminding everyone of our progress against KPIs; a digital display showing company news, recent promotions, and customer feedback that includes and unites colleagues working across 3 jurisdictions; a group of customers investing their time to visit our training centre to improve their own operational efficiency.
At the end of the day the technology is just a tool. Implemented properly by people who care, along with processes to ensure it’s adopted and managed in line with your company’s strategic requirements, these 3 components can produce results greater than the sum of their parts. That is what we have at Resolution IT, and that is the service we aim to provide for our clients.
