Lesley Cowley

Chief Executive

The Management Challenges as a Registry grows

The Management Challenges

• People

• Performance

• Plans

6 Years at .uk

• People – from 28 to 135

• Performance - from 25,000 to 4,000,000+ domains

• Plans from - ‘what plan?’ to strategy and action plans

People – The Management Challenge

• Changing jobs and skills

• Cultural change

• Getting the right people on the bus!

People – Some things we have learnt

• Monthly team briefing and staff communication

• Annual staff meeting

• Training to meet business objectives

• People policies, systems and strategies

• Pay, benefits, recognition, praise, fun

• Nominet UK – voted one of the Top 100 UK

Companies to work for

Performance – The Management Challenges

• Process design

• Deciding what to measure

• How to report performance

Performance – Some things we have learnt

• What gets measured usually gets done

• Measure the right things – link to business objectives

• A focus on key performance indicators misses strategic things

• Balanced Scorecard approach can be effective

Balanced Scorecard

Customer Perspective Financial Measures

Internal Business Processes

Learning and Growth

Nominet Balanced Scorecard

Customer

Strategic: e.g. service excellence

K.P.I. e.g. 90% of tag changes within 2 days

Financial

Strategic: e.g. sufficient resources

K.P.I. e.g. Debtor days 30 or below

Technical

Strategic: e.g. technical excellence

K.P.I. e.g. automaton processing time 120 secs

Learning and Growth

Strategic: e.g. Resource capability

K.P.I. e.g. Ave. 3 training days/year for all staff

Plans – The Management Challenge

• Developing our strategy

• Taking a longer-term view

• Communication of plans

Plans – Some things we have learnt

• Strategy development is an ongoing process, not an annual event

• Develop strategy top down and bottom up

• Link initiatives and changes back to the plans

• Take people and staff with you by communication

• Plan on a Page

Nominet on a Page

Who we are:

(Background)

Our Strategic Priorities

(Business Plan)

What we are here for

(Mission)

What these strategies will mean

(How they effect our stakeholders)

How we work

(Values)

Where we are going

(Vision)

Nominet on a Page – Extract

Our Strategic Priorities

• Developing Nominet into a centre of service excellence

What this will mean

• A consistently high standard of customer service

• Real support from a real person giving a personalised service

• Fast response times

• Extended support availability and channels

In Conclusion

lesley@nominet.org.uk