Internal Service Agreements
Collaborate at the operations level to align your organization’s units with your company’s direction and strategies quickly and effectively
Book Abstracts & Outlines
We want to flatten hierarchies and manage by coordinating. We can do that most effectively by building a collaborative network.
When we focus on individual impact alone, we find that well meaning managers focus on optimizing their departments. We don’t see ourselves as a player in the wider network. We undervalue the contribution we could make to our colleagues and the larger organization. And, we miss opportunities to collaborate.
When we depend on our individually oriented “silos,” we hit a lower productivity ceiling quickly.
The most effective way to emerge through this ceiling is to create a collaborative network. Here, the right resources at the right time flow easily wherever we need them within the organization.
Creating Internal Service Agreements Books 1 & 2, give you a systematic approach to breaking through your “silo” ceiling, engaging you in crucial business relationships, and launching your active collaborative network.
Sharon Mulgrew knows that successful network collaboration depends on clear relevant agreements. Her 8-step process helps you build the necessary skills and commitment. Book 1 focuses on Steps 1 – 3. Book 2 on Steps 4 – 8.
In Creating Internal Service Agreements, Book 1, you get the step-by-step skills and support you need to prepare yourself to engage in respectful and reasonable service partnering agreements. You learn to assess the current level of collaboration in your organization; to hold an effective launch meeting; and to identify your essential contribution to your organizational network.
In Creating Internal Service Agreements, Book 2, you learn to assess how well your department or function delivers internal service; engage your customer or supplier; draft and negotiate your agreements; and commit to continual review and adaptation.
Book 1, Creating Internal Service Agreements: Preparation, Steps 1 – 3 in the ISA process.
Step 1: Assess the Level of Collaboration in Your Organization
ISA Process Tool 1 – Internal Service Relationship Assessment
Step 2: Launch the ISA Process Successfully
Step 3: Identify Your Service Contribution to Your Organization
ISA Process Tool 2 – Align with Your Organization’s Purpose and Vision
ISA Process Tool 3 – Create Your Department’s Mission Statement
Book 2, Creating Internal Service Agreements: Implementation builds on what you learned in Book 1 and continues with ISA Steps 4 – 8.
Step 4: Assess Your Department’s Services
Process Tool 4 – Internal Workflow Graphic
Process Tool 5 – Department Information Sheet
Step 5: Assess Your Service Relationships with Your Internal Customers and Suppliers (i.e., Internal Partners)
Process Tool 6 – Service Criteria Checklist
Process Tool 7 – Internal Customer Assessment
Process Tool 8 – Current Services Worksheet
Process Tool 9 – Walk-Through Talking Points
Process Tool 10 – Talking Points for Internal Supplier
Step 6: Check Your Negotiation Skills
Process Tool 11 – Develop a Collaborative Negotiation Strategy
Step 7: Create and Negotiate Your Internal Service Agreements
Process Tool 12 – How you will measure your agreement
Step 8: Improve, Review, and Maintain These Agreements
Process Tool 13 – Questions for ISA Review