Computer Operations - Supervision & Control (COS)

FROM OPERATOR TO SUPERVISOR

This practical 4-day workshop introduces the new supervisor within Information Technology (IT) operations to the pressures which influence performance at both individual and department levels.

A common problem for the operations specialist when taking on supervisory responsibility is to understand the role of the supervisor and to work effectively in the new position.

This intense workshop provides sessions on selection interviewing, appraisals and workload planning.  

WHO WILL THE COURSE BENEFIT?

Those who are about to become supervisors or have been appointed recently to a supervisory role in computer operations, eg shift leaders, senior operators, data control supervisors and IT managers.

COURSE OBJECTIVES

To apply a comprehensive range of concepts and techniques necessary to effectively manage resources and supervise staff in an operations environment.

WHAT SKILLS WILL THE DELEGATE GAIN FROM THIS TRAINING?
This course will enable delegates to:

1. Define the major influences which affect human behaviours and motivation.

2. Improve "supervisory" skills by understanding the difference between being the "best technician" and being a "manager".

3. Recognise the need for regular appraisals of staff and be able to prepare and conduct an effective appraisal interview.

4. Understand the importance of getting the "right" people and be able to identify suitable selection criteria.

5. Direct the preparation of plans and schedules.

6. Advise management on all aspects of resource control and security within the operations environment.Identify key resource management issues and critical technologies.

7. Define key success factors to effective IT operations.

8. Identify key customers and customer needs.

9. Develop ‘negotiables’ for establishing more effective customer/IT operations relations.  

WHAT METHODS ARE USED TO IMPART THESE SKILLS?

                                     COURSE STRUCTURE

The Role of the Supervisor:

Functions, responsibility, factors affecting performance.  Developing people, types of control and interacting with the team.

Objective Settings:

Good and bad objectives.  Shape, form and content.  Achievement and setting realistic targets.

Recruitment and Selection of Staff:

Sources of staff recruitment.  The job specification, pre‑interview preparations, the selection interview.  Matching the person to the job.

Human Communication:

Principles of personal communication, methods of communication, barriers to effective communication.  Listening skills.

Standards:

The need for, and purpose of, standards.  Control, implementation and maintenance.

Effective Performance Appraisals:

The main aspects of the appraisal system.  Pre‑interview preparation, the appraisal interview, check lists of key points.

Interface with Customers:

How the operations section fits in.  The production aspects.  Establishing effective working relationships with key customers.  Good and bad practices.

Resource Control and Security:

Impact of requirements external to IT operations; Internal control and security procedures.

Workload Planning:

Long range planning.  Short term schedules.  Implications of on‑line and distributed processing.  Performance measurement, types of plan, control methods.

Discipline Procedures:

The supervisor’s responsibility.  The nature of disciplinary offences, dealing with "people" problems, the discipline interview.

Staff Management:

The "good" manager and supervisor.  Motivation and leadership theory, management principles and their application in practice.

Resource Management:

Identifying key resources and performance objectives.  Determining internal and external support requirements.

Structuring the Operation:

Work and role requirements.  Identifying suitable work and role groups and relationships within and between groups.