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Future-Proofing Your Organization

How Learning & Development, HR and Training functions
can prepare employees for The Future of Work

Businesses will soon experience productivity decline from a workforce unprepared and unable to provide the competitive advantage needed to survive in the modern environment. What we can predict is that change will be a constant and will include many technological advancements.

Developing the right employee skills is key to being prepared. The World Economic Forum predicts that Complex Problem Solving, Critical Thinking and Decision Making are key skills needed to succeed in 2020 and beyond

In this webinar, Jason O’Neill will discuss how Learning & Development (L&D), Human Resources (HR) and Training functions will have a pivotal role in leading this effort – by guiding employees to the tools, techniques, and resources to help them navigate change – and by taking an active role in preparing their organization for the future of work.

Major topics include
. The major transformational changes forecasted for 2020 and beyond
. The employee skills that chief human resources officers have identified as
necessary to thrive in the near-term business environment
. The role of HR, L&D and Training functions can play
Recorded Nov 9 2017 46 mins
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Presented by
Jason O'Neill, Head Global Training Services; Paula Bruskiewitz, Director of Organizational Transformation, Kepner-Tregoe
Presentation preview: Future-Proofing Your Organization

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  • Channel
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  • The importance of innovation throughout the workplace Recorded: Jun 26 2018 57 mins
    Jade Pearson, Regional Lead, Global Training Services, Kepner-Tregoe
    Great innovators solve important problems that make peoples’ lives better often by designing simple adjustments that look obvious. Innovators are curious, they look for fresh approaches and tend to see a bigger picture than the world that is presented to them. They are always on the lookout for methods, systems or new designs to cut through complexity, reduce time or combine many tasks into one. Ultimately their work ends up being “of service” to their team and their organisation.

    If you consider that tomorrow’s problems will not be solved using yesterday’s thinking and you are looking to provide value to your organisation’s strategic planning and problem-solving capabilities then becoming an innovator should be on your short list!

    Join Jade Pearson, Regional Lead, Global Training Services with Kepner-Tregoe, in the second of our “Future of Thinking” webinar series where she’ll discuss how innovation can be a friendly component of your work.

    What you will learn:

    How innovative thinking can improve dealings with customers

    Design thinking techniques that solve human-centred problems

    A method of “questioning” that helps people help themselves
  • Preparing to fail - Avoiding IT incidents of Titanic proportions Recorded: May 1 2018 55 mins
    Shane Chagpar and David Frank of Kepner-Tregoe
    Almost all of us know the tragic story of how the Titanic hit an iceberg on its maiden voyage, sinking in the North Atlantic Ocean, killing more than 1500 people in the process. When uncovering the cause(s) of this catastrophe what is revealed is a chain of over 30 events that lead to the Titanic’s fatal crossing. IT incidents such as major system outages or database security breaches often are triggered by a series of events, each seemingly harmless but, given a certain progression creating a perfect storm. Without systems in place to see the signs of an impending emergency, our ability to avoid a major failure is gone. Worse yet our organization remains at risk, history will repeat itself as the root cause has never been addressed.

    Join Shane Chagpar and David Frank as they take you through a Proactive Problem Management journey using the example of the systematic group of failures that lead the Titanic to that iceberg to help you understand how service organizations can manage risk effectively and avoid business failure.

    Takeaways:
    Learn to document a complex incident in a simple visual map, using this tool to:
    -Transition from reactive documentation, to visual display of the events that led to the incident
    -Identify the teams that are rapidly resolving issues as well as those in need of help
    -Focus on productive discussions (avoiding blame) for future prevention
    -Understand unique circumstances that either improved resolution time or, made it worse
  • Improve Root Cause Analysis Effectiveness through On-the-Job Micro-Learning Recorded: Apr 12 2018 62 mins
    Belinda Bright Head of Operational Excellence and Christian Green Delivery Excellence Manager of Kepner-Tregoe
    A workforce of skilled root-cause analysis (RCA) practitioners is every manager’s dream. A possibility which is often stifled by the reality of the many hours of training required for a positive impact. Imagine if we could cut traditional training time by greater than 75% to the first responders. These are the operators who are crucial to your team; are best placed to troubleshoot and collect evidence before it is destroyed. They are also the ones who are most difficult to take off-line for weeks at a time.

    “Micro MBAs” and “Nano Universities” geared for office professionals are designed to reduce the time traditionally needed to fulfill learning requirements. Taking a page from these “Micro-Learning” techniques, Kepner-Tregoe has designed a training solution that keeps crucial operators on-the-job while they learn. An approach that offers a path for your operators to work towards RCA mastery at a much faster pace.

    Join us as we discuss how to implement operator microlearning and the latest cloud-based solutions for daily management practices that allow you and your workforce to address root cause in real-time. Discover the components of a multi-disciplined daily management system that includes items such as escalating morning meetings, operator standard work, leader role modeling via daily walks, simple reporting templates and even phone-based apps providing prompts, guidance, and governance in the palm of your hand.

    Join us and you’ll come away with:

    Daily Management meeting templates, agendas, pitfalls

    RCA templates for different levels of problems

    Project plans for executing daily management and simple RCA

    Tips on setting up a cloud-based platform to maximize adoption and monitor compliance
  • Future of Thinking Series: Disruptive Thinking Recorded: Mar 21 2018 49 mins
    Veena Rajkumar, Learning & Development Program Manager, Tegile/Western Digital
    The future of work will look different than the current landscape, and it is approaching rapidly. To prepare, companies must “future-proof” their organizations through a re-evaluation of behaviors to embrace change.

    One of these behaviors is how we think which has the capacity to handle the significant challenges (and opportunities!) that will come from IoT (Internet of Things), AI (Artificial Intelligence), Machine Learning and many other Industry 4.0 trends.

    Simple tweaks to existing “thinking” will not be a match for what’s coming. We need a fresh and powerful perspective - a disruption - in the way we’ve approached thinking in the past.

    Sign up for our free webinar to understand Disruptive Thinking to future-proof your organization.

    Join Veena Rajkumar, Learning & Development Program Manager with Tegile, A Western Digital brand, in the first part of a webinar series about The Future of Thinking. Veena will discuss Disruptive Thinking – a method to alter the status quo, identify unique ways to solve real-world problems using simple ideas and existing resources and build effective results.

    You will learn:

    . The three parts of disruptive thinking: inquiry, discovery, and development

    . Methods to leverage challenge as a vehicle for opportunity


    “If you can’t change it, change the way you think about it.” ~ Maya Angelou
  • Future-Proofing Your Organization - APAC Recorded: Nov 28 2017 48 mins
    Jason O'Neill, Head Global Training Services; Jade Pearson, Learning Solutions Manager, Kepner-Tregoe
    How Learning & Development, HR and Training functions
    can prepare employees for The Future of Work

    Businesses will soon experience productivity decline from a workforce unprepared and unable to provide the competitive advantage needed to survive in the modern environment. What we can predict is that change will be a constant and will include many technological advancements.

    Developing the right employee skills is key to being prepared. The World Economic Forum predicts that Complex Problem Solving, Critical Thinking and Decision Making are key skills needed to succeed in 2020 and beyond

    In this webinar, Jason O’Neill will discuss how Learning & Development (L&D), Human Resources (HR) and Training functions will have a pivotal role in leading this effort – by guiding employees to the tools, techniques, and resources to help them navigate change – and by taking an active role in preparing their organization for the future of work.

    Major topics include
    . The major transformational changes forecasted for 2020 and beyond
    . The employee skills that chief human resources officers have identified as
    necessary to thrive in the near-term business environment
    . The role of HR, L&D and Training functions can play
  • Future-Proofing Your Organization Recorded: Nov 9 2017 46 mins
    Jason O'Neill, Head Global Training Services; Paula Bruskiewitz, Director of Organizational Transformation, Kepner-Tregoe
    How Learning & Development, HR and Training functions
    can prepare employees for The Future of Work

    Businesses will soon experience productivity decline from a workforce unprepared and unable to provide the competitive advantage needed to survive in the modern environment. What we can predict is that change will be a constant and will include many technological advancements.

    Developing the right employee skills is key to being prepared. The World Economic Forum predicts that Complex Problem Solving, Critical Thinking and Decision Making are key skills needed to succeed in 2020 and beyond

    In this webinar, Jason O’Neill will discuss how Learning & Development (L&D), Human Resources (HR) and Training functions will have a pivotal role in leading this effort – by guiding employees to the tools, techniques, and resources to help them navigate change – and by taking an active role in preparing their organization for the future of work.

    Major topics include
    . The major transformational changes forecasted for 2020 and beyond
    . The employee skills that chief human resources officers have identified as
    necessary to thrive in the near-term business environment
    . The role of HR, L&D and Training functions can play
  • Learn to be a Top-Gun Troubleshooter Through Simulation - APAC Recorded: Sep 26 2017 51 mins
    Russell Whitehouse, Kepner-Tregoe
    Before a pilot is given the keys to fly a passenger jet they spend many hours in a simulator preparing to avoid dire consequences. Troubleshooters in all walks of life prepare for real-life calamities by studying theory and working through case studies none of which replicate the pressure cooker they find themselves in when things have gone pear shaped.

    Kepner-Tregoe will be demonstrating a method that has answered our clients needs to hone troubleshooting skills in a safe to fail environment. One that simulates the pressure cooker of a real-live challenge complete with consequences and rewards for actions taken.

    •Prevent trial-and-error by narrowing down possible causes BEFORE taking action
    •Use only the critical pieces of the troubleshooting process appropriate to the situation
    •Learn to solve problems under pressure and restore operations safely and quickly
    •Cloud-based simulation that allows troubleshooting practice in a safe-to-fail environment
  • Learn to be a Top-Gun Troubleshooter Through Simulation Recorded: Sep 21 2017 35 mins
    Emel Firtina-Budak, Christoph Goldenstern, Kepner-Tregoe
    Before a pilot is given the keys to fly a passenger jet they spend many hours in a simulator preparing to avoid dire consequences. Troubleshooters in all walks of life prepare for real-life calamities by studying theory and working through case studies none of which replicate the pressure cooker they find themselves in when things have gone pear shaped.

    Kepner-Tregoe will be demonstrating a method that has answered our clients needs to hone troubleshooting skills in a safe to fail environment. One that simulates the pressure cooker of a real-live challenge complete with consequences and rewards for actions taken.

    •Prevent trial-and-error by narrowing down possible causes BEFORE taking action
    •Use only the critical pieces of the troubleshooting process appropriate to the situation
    •Learn to solve problems under pressure and restore operations safely and quickly
    •Cloud-based simulation that allows troubleshooting practice in a safe-to-fail environment
  • Problem Solving - Maximizing Adoption Recorded: Sep 15 2017 6 mins
    Kepner-Tregoe
    This video is the fourth and final part of a presentation from Dave Broenen of Cisco Systems telling how Cisco turned the tables to get profitable results from their support organization. In this instalment Dave talks about how to maximize the adoption of your problem solving strategies and overcome the change resistance that inevitably comes with initiatives of this type.
  • Problem Solving - Making it work on a Larger Scale Recorded: Sep 15 2017 11 mins
    Kepner-Tregoe
    In this third installment of a presentation from Dave Broenen of Cisco Systems telling how Cisco turned the tables to get profitable results from their support organization, we find out how to get your problem solving processes working on a much larger scale. Dave also discusses techniques for overcoming resistance to these new techniques.
  • Strategy, Process and People - Key to Effective Problem Solving Recorded: Sep 7 2017 12 mins
    Kepner-Tregoe
    "In order to drive performance, service organizations must leverage their most valuable service asset - people. This is part one of a presentation from Dave Broenen of Cisco Systems telling how Cisco turned the tables to get profitable results from their support organization.

    Dave discusses why a strategic, process and people driven approach is critical to delivering a consistent, high quality problem resolution throughout the service organization. He shows how to design a program that fosters results that are profitable and sustainable throughout the organization."
  • Problem Solving - How to Deal with those Difficult Cases Recorded: Sep 7 2017 5 mins
    Kepner-Tregoe
    People are the most valuable service asset that an organization has. In this video, which is part two of a presentation from Dave Broenen of Cisco Systems telling how Cisco turned the tables to get profitable results from their support organization, we learn about the issues associated with case difficulty and how having robust problem solving processes can help get to the bottom of even the most difficult case.
  • Kepner-Tregoe - Best in Class for Troubleshooting Recorded: Aug 10 2017 4 mins
    Kepner-Tregoe
    Shellina Damji, a practice leader at Kepner-Tregoe discusses the service excellence program at K-T. What differentiates K-T is its solid methodology in trouble shooting. K-T is focussed on building capability in the technology space. Building partnerships with companies like ServiceNow allows them to embed the K-T methodology right into the toolset. K-T is recognised as 'best in class' for troubleshooting. Customers have confidence that they are receiving the best training possible when they engage with Kepner Tregoe.
  • Raising the skill level of IT teams with Kepner-Tregoe Problem Solving Recorded: Aug 10 2017 6 mins
    Kepner-Tregoe
    Kepner-Tregoe's Shellina Damji discusses the value of the K-T critical thinking methodology. K-T is particularly known for its problem solving methodology, particularly in incident management, problem management and change management. K-T allows businesses to close the gaps they have in the processes, bringing incidents and problems to resolutions quickly. K-T training allows organizations to raise the skill level of their staff, giving them new competencies in trouble shooting and problem solving.
  • Your Company’s Reputation Can Hinge on a Single Supply Chain incident Recorded: Aug 3 2017 54 mins
    Michael Curran-Hayes, Global Practice Leader, Kepner-Tregoe
    Successful companies are highly dependent on their partners in their supply chain. They must remain vigilant to assess their output quality, manage, mitigate and identify the root cause of any problem that arises.

    In this webinar, we will focus on quality management in the supply chain and some of the key levers that can be pulled to ensure you are not the next company on the nightly news.

    You will learn
    • Best practices to improve quality in the supply chain
    • How to identify areas of supply chain risk
    • How to Reduce cost of quality
    • The “Critical Few” troubleshooting tools for quality
  • Use Kepner-Tregoe ServiceNow Plugins to improve your MTTR Recorded: Jul 27 2017 3 mins
    Kepner-Tregoe
    Kepner-Tregoe’s Advanced Incident & Problem Management plugins for ServiceNow give your team the tools they need to improve MTTR, incease your first call resolution rate and ultimately improve your customer satisfaction levels. Improved problem solving will also reduce your service and support delivery costs. K-T techniques will allow your incident and problem management teams to gather more information, quickly and with less documentation. Using an easy to follow roadmap they will have a common approach to problem solving, prompting them to ask the right questions at critical times. You will get to the true root cause faster, minimizing unnecessary and costly outages.
  • Improving Servicedesk efficiency through better questioning & critical thinking Recorded: Jul 27 2017 11 mins
    Kepner-Tregoe
    A conversation with Shane Chagpar of Kepner-Tregoe covering how to reduce escalation at the service desk through the use of better questioning techniques and critical thinking. Shane talks about how knowledge creation needs to be an integrated part of incident and problem management, the importance of clear problem statements and how it is imperative to identify good processes and work flows in order gain strides with new technologies available today.
  • DevOps and Agile are changing the face of IT Service Management Recorded: Jul 19 2017 10 mins
    Kepner-Tregoe
    Christoph Goldenstern, VP of Strategy & Service Excellence at Kepner Tregoe talks about Agile and DevOps and the trend for 'flattenning' IT organizations. IT Departments still tend to be very siloed in their approach to IT incident and problem management. This approach will not work when speed is important. DevOps is going to change this and IT departments still have work to do to get there. Service integration is important and the way of managing IT is changing. We must take an end to end process view, particularly with incident change and problem management.
  • Kepner-Tregoe helps CSAA to Dramatically Reduce Severe Incidents Recorded: Jul 19 2017 11 mins
    Kepner-Tregoe
    Lupe Clark, an IT Manager at CSAA Insurance Group lead her IT team to reduce critical incidents at CSAA to 17 down from 300 per year. Lupe talks about her organization's closed loop cycle and how this has improved the organization's problem solving skills and improved the maturity of the IT Service Management processes. She discusses how Kepner-Tregoe solutions have helped to tie all the processes together and allow them to move to the next level of maturity.
  • Problem Solving and Simulation Improve Incident, Problem and Change Management Recorded: Jul 14 2017 3 mins
    Kepner-Tregoe
    Christoph Goldenstern, VP of Strategy & Service Excellence, explains how Kepner-Tregoe’s “plug-ins” for ServiceNow support IT Service management teams to drive improvements in incident, problem and change management. Christoph also unveils new troubleshooting simulation technology designed to bridge the gap between classroom and real-world situations. Teams can now practice critical problem solving skills in a real, but safe learning environment
Leaders in Problem Solving
Software and templates don’t solve problems. People solve problems.

What kind of people? People who are curious, ask great questions, make decisions based on facts, and are empowered to lead. They remain focused under pressure and act confidently to do what needs to be done.

Where can you find these problem solving leaders? They work for our clients and here at Kepner-Tregoe. For nearly 60 years, Kepner-Tregoe has empowered thousands of companies to solve millions of problems. If we can save millions for a manufacturer, restore IT service for a stock exchange, and help Apollo 13 get back from space, we can help your business achieve success. We empower you to solve problems.

Kepner-Tregoe provides a unique combination of training and consulting services designed specifically to get to the root cause of problems and permanently address your organizational challenges. Our systematic, data driven approach to problem solving will deliver measurable results to any company looking to improve quality and effectiveness while reducing overall costs.

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  • Title: Future-Proofing Your Organization
  • Live at: Nov 9 2017 4:00 pm
  • Presented by: Jason O'Neill, Head Global Training Services; Paula Bruskiewitz, Director of Organizational Transformation, Kepner-Tregoe
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