Leveraging Ticketing for Team Success - Kimberly Dougherty - Facility Rockstars - Episode # 038
In this episode of Facility Rockstars, host Jay Culbert interviews Kim Dougherty, an experienced operations professional. She shares her insights into the use of integrated ticketing systems in operations and facilities management. Kim discusses the challenges of working in environments where ticketing systems are siloed across different departments like IT, HR, and lab groups. She emphasizes the importance of having interconnected systems to improve efficiency and data accuracy.
The conversation also covers the significance of asking the right questions when selecting a system, ensuring it captures all necessary data and the benefits of making these systems user-friendly and accessible. Kim concludes with advice on gaining buy-in from senior leadership and the importance of having confidence in your professional knowledge.
Takeaways:
- Utilize centralized ticketing systems: Implement a unified ticketing system across departments (IT, facilities, HR, lab groups) to improve communication, reduce silos, and streamline asset tracking.
- Ensure system interoperability: Choose systems that integrate seamlessly with existing infrastructure to ensure consistent and accessible data across departments, reducing redundancies and inefficiencies.
- Emphasize data-driven decisions: Use accurate records of asset age, condition, and utilization to justify budgeting and procurement decisions.
- Facilitate user-friendly processes: Simplify system use with mobile apps, QR codes, and single sign-on features to encourage regular adoption.
- Promote and reward system adoption: Use incentives (e.g., company swag) and ongoing training (e.g., videos, PowerPoint presentations) to encourage adoption.
- Engage senior leadership for buy-in: Secure commitment from senior management to enforce system use and drive accountability.
- Optimize the onboarding process: Integrate system training into new hires’ onboarding to ensure effective use from day one.
Quote of the Show:
- "I just have to have faith that I don't need to question myself. I've been there, I've done that. I just need to be confident in what I know and who I am."
Links:
Ways to Tune In:
- Spotify: https://open.spotify.com/show/0M2XB78b09i5vkWy1eHsxb
- Apple Podcasts: https://podcasts.apple.com/us/podcast/facility-rockstars/id1729458441
- Amazon Music: https://music.amazon.com/podcasts/60bbc4f3-a123-47ca-9a83-eade102c5859/facility-rockstars
- Podchaser: https://www.podchaser.com/podcasts/facility-rockstars-5616662
- YouTube: https://youtu.be/barL2EfHimw
- Facility Rockstars Newsletter: https://subscribe.kaloutas.com
Facility Rockstars is sponsored by Kaloutas, operating the way you operate in order to make your life easier. Learn more at: https://www.kaloutas.com
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