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Creating a Culture where everybody wins, excerpted version
Creating a Culture where everybody wins, excerpted version
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05.02.2012
Proactive Problem Management Strategy

Video: Are you communicating problems or having problems communicating?  John Griffiths – Fox IT John describes the communication issues present in the Servicedesk -> Incident Management -> Problem Management chain and provides some ideas for aligning the communication channels.

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11.21.2011
Growing Profits Through Manufacturing Compliance and Quality
Growing Profits Through Manufacturing Compliance and Quality
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11.21.2011
Driving Zero Harm with Efficiency Improvements in Contractor Management
Driving Zero Harm with Efficiency Improvements in Contractor Management
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11.21.2011
Optimizing Manufacturing Overall Equipment Effectiveness
Optimizing Manufacturing Overall Equipment Effectiveness
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11.21.2011
Transforming BlackBerry Premium Support

Recorded live at SSPA Services Leadership Conference with Brad Maybee, Vice President Technical Support for Research in Motion and Shellina Damji, Senior Consultant, Kepner-Tregoe Technology Practice. This 45-minute video presentation begins with some startling results—Research in Motion (RIM) has dramatically improved its Blackberry Premium Support by slashing the average time to resolve problems by 39%; improving case quality (problem description) 96%; reducing escalations by 35%; and building overall customer satisfaction ratings up 23 points. The presenters describe the challenges of supporting RIM’s top enterprise customers and the way Kepner-Tregoe worked with RIM on a global basis to focus on organizational goals, develop and embed a better approach to problem solving, and achieve sustainable improvements that create long-term customer value.

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11.09.2011
Getting this to work on a large scale

Part III of a presentation with Dave Broenen of Cisco Systems

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11.09.2011
How to maximize adoption rate

Part IV of a presentation from Dave Broenen of Cisco Systems.

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11.09.2011
Case Difficulty and Experience

Part II of a presentation with Dave Broenen of Cisco Systems

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11.09.2011
The Problem Solving Model

Part I of a presentation from Dave Broenen of Cisco Systems on how Cisco turned the tables to get profitable results from their support organization.

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