1. How to be a Good MSSO’er

2. Expectations Goal Applicable to all MSSO staff including consultants
Present and discuss the MSSO project expectations/policies to ensure understanding
Provides a baseline for expectations/policies
Applicable to all MSSO staff including consultants
Consider these topics as a buffet
Pick the points that help you the most but give each your consideration

3. Topics Cube World Communication Response Development
Document Development
Scheduling and Meetings
Time Management
Quality
Customer Focus

4. Cube World Be aware and considerate of your neighbors How?
Voice level on phone calls
Conference calls
Get a conference room (no speaker phone in cubes)
Extended conversations
Get a conference room
Talking over cubes
Radios – please use earphones

5. Communication Definition Preferred order Consider your goal
Process of exchanging information
Preferred order
Face-to-face
Phone call (not within cubes!), consider Webex
Mail
Consider your goal
Not to deliver the words, but to exchange information
Modify your approach to achieve your goal

6. Communication (cont)
When making a request for a response or a product, provide a clear due date
Don’t assume the recipient understands your schedule

7. Idea/Response Development
When faced with a question or issue, develop a recommendation before passing along to your manager
You have the knowledge, context, and history to be able to provide a good recommendation
Otherwise risk getting an uninformed decision

8. Document Development Plan ahead Utilize templates/guidelines
Allow for the draft/review cycle
Utilize templates/guidelines
Briefing slides
Documents
Style Guide
Identify appropriate reviewers
Save it CM
Make backups of your local machine
Use the network drives

9. Scheduling and Meetings
Outlook schedule should reflect your schedule
Include all business and other (e.g. vacation, appointments, conferences, travel time) commitments that will make you unavailable
Allows others to schedule meetings with you
Update the MSSO calendar for significant events or extended timeframes

10. Scheduling and Meetings (cont)
Meeting organizer should have an agenda or specific discussion points in the meeting announcement
Be on time (don’t require a personal invitation)
Be prepared
Avoid side conversations
Speak to be heard (e.g., teleconferences)
Be an active listener
Consider the schedule/time zone of participants

11. Travel Travel Check your email on a daily basis
Use an “out of office” message to set expectations of a response
Upon return, review and respond to remaining
At times, travel will require longer days to make sure your absence is not holding up others

12. Remote Work Requires a reliable high speed internet connection
Check your office voice mail
Ensure your machine is configured appropriately before you have the need to work remotely
Have a voic function at the remote location
Respond to voic within 30 minutes as a guideline
Formalize your agreement with your manager
Notify others of your schedule and accessibility

13. Time Management Reflect on how you spend your time
Work vs. personal time balance
Personal phone calls
Personal
Web surfing
Goal is 8 productive hours per day

14. Time Management (cont)
Enter your time on a daily basis
Be accurate to avoid labor transfers
MSSO Core Working Hours
9AM – 3PM
Expectation is that all MSSO personnel are available to each other in the office during this time
NG and the MSSO support flex-time
80 hours total in a two week pay period
Flexed time must be coordinated and agreed upon in advance with your manager
Work done at home must be coordinated and agreed upon in advance with your manager

15. Time Management (cont)
If you are sick
Stay home! Get healthy and protect the health of your colleagues
PTD (for NG) is intended for this purpose
Let people know you’ll be out
If your child is sick
Don’t bring them to the office
If you are going to miss work, coordinate with your manager to account for the time (e.g. flex, PTD, vacation, work from home)

16. Time Management (cont)
Vacation
Good for all of us
Consider MSSO schedule when planning your vacation (e.g. release dates, accounting deadlines)
Request vacation time off from your manager
Communicate/Coordinate the time you will be out
Backups
Inform MSSO staff, clients if applicable
Voice mail / notification

17. Email Be succinct, but complete For significant external email
Include a descriptive subject line
Read it before you press send
Use Spell check
Consider the use of cc
For significant external
Use review and approval process
Try to take the recipients POV
Check the To and CC fields before you press send

18. Email (cont) Avoid the dense packing of text
Becomes impenetrable
Avoid excessively long s
Take a “USA Today” approach

19. Email (cont) Please don’t CC all with “Thanks!!!”
If you are about to reply for the 4th time to an to a large group, you might consider the need for a meeting/teleconference

20. Quality
MedDRA has succeeded for many reasons, not the least of which is that MedDRA is a high quality product
Quality takes an infinite number of forms
Plan and take the time to do a task fully
“Quality starts with me”
Not doing this
Shifts the burden of quality to others
Worst case, provides a low quality product that reflects poorly on the MSSO and you

21. Quality (cont) Look critically at what you do and how you do it
Can it be done better, more efficiently?
How does it serve our customers?

22. Customer Focus
As much as possible, view your work through our customers eyes
Customers are both internal and external
How do I do this?
Respond to voice/ messages in 24 hours or less
Go the “extra mile” in providing a response
Anticipate their need
When appropriate, speak directly to our customers
Be a customer advocate within the MSSO

23. Customer Focus (cont)
Strike a balance between completing a task and getting the task done completely and accurately

24. Summary
If we don't change, we don't grow. If we don't grow, we aren't really living.
Anatole France, , French Writer
Are you green and growing or ripe and rotting?
Ray Kroc, , Founder of McDonalds

25. Discussion