Professional Documents
Culture Documents
Ad Huige
is a consultant at TOPdesk and works two days a week as
a functional manager at a semi-public organization.
and application manager, who are in IT, the functional manager does
the portal is postponed to phase 2 which will never start. Or all kinds
and creating emails. The functional manager also bridges the gap
reports. In both cases, the original goals are not achieved due to lack of
between the business and IT. He gathers and specifies the business
they belong to. In that case there is no task description and he needs
5. Functional testing
first point of contact to the party that needs to solve the issue.
This can be the case when the application needs an update, users
need the correct login data and permission or when the application
is unavailable.
make sure that the end users get used to the application, helping
The functional manager ensures that all operators and key users
know how to work with the application. They can do this through
operators understand the tool and can perform the processes via
make sure that all users stay up-to-date. To involve key users more
familiar with the tool and it also automatically leads you through the
In some cases you can expand basic tasks by supporting the process
manager should build his own reports and KPIs based on the training
and work instructions he received from his functional manager. This
however does not always work in practice. The process manager often
has too little knowledge about the tool and not enough time to learn.
etc.) and what the goal of each document is. He or she implements
an interest in the processes and the process manager can hand over
Conclusion
role yourself? First make sure that the basic tasks are covered. Only
when these tasks are optimally performed, will you be able to expand
and process owner are the same person in most organizations. The
functional manager can take on the following tasks:
Many people ask or expect something from you and it takes effort to
manager knows the relation between these processes and the bottle
necks for the different process links. Are the processes located in the
sort of advice can help the process owner to make smart choices and
save money.
2. Providing advice for decision-making
The same applies to reports. Because the functional manager has more
insight into the process reports of multiple applications for different
departments, he or she can visualize which standardized KPIs can be
used. KPIs that transcend departments, processes or applications.
This is possible for operational data for decision-making (real-time
dashboards) and for long-term data for decision-making to support
the long-term IT goals.