Diversified Management Group
Activity Monitoring Software: One CEO's Perspective

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The Setting

Diversified Management Group (DMG) is a network of disability management professionals specializing in return-to-work services for employers and insurers. The company is headquartered in Concord, California, approximately 30 miles northeast of San Francisco.

As DMG’s CEO, Roberta Etcheverry is responsible for managing the company’s computer issues. DMG’s network server runs Windows NT, while PC workstations use or are migrating to Windows XP Pro.

“The office atmosphere is focused yet relaxed,” said Etcheverry. “Office employees primarily are administrative assistant-level positions, along with project coordinators and a staff supervisor. Our workplace has evolved over time … we started out many years ago as much more of a ‘mom and pop’, family-oriented business. As the business grew, we realized the need to have more ‘formal’ business structures and practices in place.”

The Challenge

“Our company probably is similar to many others out there,” said Etcheverry. “We have a basically good staff, but people are people, and the Internet poses a great temptation, especially in an office setting where not everyone’s computer is visible to the rest of the staff.”

Given this environment, Etcheverry said DMG management intermittently – but REPEATEDLY – “caught” administrative staff using email, chats, and Instant Messages for personal use or accessing the Internet for non-work purposes during work hours. The company also considered employees playing games an issue.

“We wanted to come up with a way to monitor this activity more accurately, not catch as catch can,” said Etcheverry. “Productivity was our primary concern.”

Search for a Solution

Etcheverry first became aware of PC activity monitoring software through a business contact. “Someone from another office told me their employees had their computer use monitored,” said Etcheverry.

Etcheverry said DMG focused on three items during the company’s search for a solution:

• Price
• Performance
• Effort

“We are small so it had to be affordable and scalable to our size,” said Etcheverry. “And we wanted to protect what we consider appropriate personal use … employees are allowed to use the Internet and email on lunch and break.”

When it came to effort, the preference was clear. “We wanted to be able to monitor from one work station or server without going from machine to machine,” said Etcheverry. “We also wanted monitoring to be discreet.”

After an online search was conducted, Etcheverry focused on SpectorSoft Corporation in general, and Spector CNE in particular.

“Spector CNE appeared to have the best features at an affordable price,” said Etcheverry.

And, in the final analysis, Etcheverry said:

“SpectorSoft’s history and reputation, as well as ongoing customer support throughout the process, convinced us.”

Discoveries

Etcheverry said rule-breaking recorded by Spector CNE reinforced what she already suspected: DMG employees were spending too much time on non-work activities. Productivity was suffering.

“I feel confident Spector CNE has increased productivity,” said Etcheverry. “The staff’s workload is now manageable. Before, employees would report it was difficult to meet deadlines.”

Thanks to Spector CNE, those employees are now able to assist on other projects, improving overall operations.

“The bottom line is that we know we are getting more work time, and therefore productivity, from the staff,” said Etcheverry.

Awareness

Etcheverry said Spector CNE has changed the work atmosphere for the better because employees know management has the capability to monitor.

“I can tell the way things are flowing that there’s a difference,” said Etcheverry.

Working with Employees

Etcheverry said employees were informed about the decision to implement monitoring software because “we felt it was important to be up front and honest.”

“They were assured we would not monitor during lunch and break times,” said Etcheverry. “They did not have a strong reaction to the announcement.”

	DMG had what amounts to a PC and Internet Acceptable Use Policy in place before purchasing and installing Spector CNE. “We did have a basic policy that commented on when employees could use the Internet and email for personal use,” said Etcheverry. The policy stated acceptable personal use is before work, on break or during lunch, and after work. Since implementation of Spector CNE, DMG can enforce that policy.
	“By working with your staff to let them know that there is a tool to monitor use during work time, you can accomplish two things: “First, you can avoid morale problems with your staff by showing you are being fair … they can use the resource on their time, but you do not expect them to use it on YOUR time. “Second, you increase productivity by limiting the worktime use of the Internet and personal email.”

Spector CNE: The Software of Choice

Many SpectorSoft customers find one of the most powerful and impressive aspects of Spector CNE to be the deterrent factor. Because Spector CNE records EVERYTHING an employee does at the PC -- instilling a large dose of accountability -- frivolous and inappropriate activity drops to nearly nothing. Such was the case at DMG, where the company’s commitment to be forthcoming about the monitoring software resulted in what might almost be called a period of amnesty.

“Because we announced that we were implementing the software, and the staff was aware of the steps and timeframes, we did not find many offenders,” said Etcheverry. “Infractions have been minor.”

	At DMG, the entire Spector CNE experience was a “smooth process”. “We did the research, found the product, got it up and running, and achieved the ability we were hoping for,” said Etcheverry. “I found it very easy to learn the basics.”
	“The purchase has been well worth the dollars spent,” said Etcheverry. “Operations are smoother and we can now ensure that employees are not using work time for personal PC activity. “Increased productivity outweighs the cost of the program and the time to install and implement.”

Etcheverry added:

“We are very pleased with the product purchase. Spector CNE is exactly what we were looking for. It is easy to use, and gives a clear picture of the computer usage of those on our network.

“I’m thrilled. The software is everything it was promoted to be.”

Additional Case Studies >>>

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For more information about Diversified Management Group, please visit www.dmg-at-work.com.

For more information about Spector CNE, please visit www.spectorcne.com … or for more information about SpectorSoft and its other dependable, full-featured PC and Internet Activity Monitoring Software products, please visit www.spectorsoft.com.

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