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How Testing Lessons From Software Development Cut Customer Support Costs By 100X

Shift-left is a concept that emerged in the late 90’s with the goal - to catch software defects early and remediate them before the cost became high. Join Shane and Dave for this informative webinar where you will learn a 7 step program on how to empower employees at the front of your customer service value chain to handle issues proactively resulting in a marked improvement of service. Results include reduced escalations, improved first-time fix rate and improved customer service. Ultimately a large reduction in cost is realized as valuable resources can focus on essential tasks and are free from fire-fighting. We call this concept “shift-down”.

1)Shift-Left, it’s origins and impact on Software Development
2)Shift-Down, and what it means for Helpdesk, Incident and Problem Management
3)Stages and Techniques for Implementing your own Shift-Down Program
4)Question and Answer Period
Live online Apr 2 3:00 pm UTC
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Presented by
Shane Chagpar and David Frank of Kepner-Tregoe
Presentation preview: How Testing Lessons From Software Development Cut Customer Support Costs By 100X

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  • How Testing Lessons From Software Development Cut Customer Support Costs By 100X Apr 2 2020 3:00 pm UTC 60 mins
    Shane Chagpar and David Frank of Kepner-Tregoe
    Shift-left is a concept that emerged in the late 90’s with the goal - to catch software defects early and remediate them before the cost became high. Join Shane and Dave for this informative webinar where you will learn a 7 step program on how to empower employees at the front of your customer service value chain to handle issues proactively resulting in a marked improvement of service. Results include reduced escalations, improved first-time fix rate and improved customer service. Ultimately a large reduction in cost is realized as valuable resources can focus on essential tasks and are free from fire-fighting. We call this concept “shift-down”.

    1)Shift-Left, it’s origins and impact on Software Development
    2)Shift-Down, and what it means for Helpdesk, Incident and Problem Management
    3)Stages and Techniques for Implementing your own Shift-Down Program
    4)Question and Answer Period
  • Learn To Deliver KT Workshops Virtually Recorded: Mar 27 2020 61 mins
    John Ager and Wayne Stottler of Kepner-Tregoe
    Dear Program Leader,

    The circumstances surrounding COVID-19 have thrown most of our normal work and personal lives into uncertainty in just the past 2 weeks. For a large number of Americans, working from home and participating in virtual meetings are quickly becoming a new normal.

    To support these new challenges (and opportunities for you POA thinkers), we want to ensure you’re able to deliver KT training from wherever you are. For many years, our internal KT instructors have been successfully teaching KT through WebEx and getting great learner feedback.

    You can too!

    Join us Friday, March 27 and 12:00 pm EDT as two long-time KT experts, John Ager and Wayne Stottler, discuss how you can transition to delivering KT training virtually.

    Here’s what we’ll cover:
    •Using web conference tools to optimize virtual learning
    •Building engagement in virtual learning
    •Making practice and application work in a virtual environment
    •Digital workshop materials through KT Books
    •Additional tips, tricks and more

    For anyone that is still uncertain about delivering training virtually, KT consultants are available for additional support, to join you for a first teach, or anything else needed.

    To join us, you’ll need to register for a BrightTalk account which is quick and easy (and there’s lots of other great KT content available on there too). We’ll also distribute the recording of this session.

    Jason O’Neill
    Head of Operations, North America
  • How to close the gap between strategy formulation and execution Recorded: Feb 27 2020 58 mins
    Leo Jolly, Practice Leader, and Drew Marshall, Regional Managing Director Kepner-Tregoe
    Leaders need to control their destiny and invest wisely for the future. If “why have a strategy?” had to be answered in one word, that word would be “focus”. In addition to guiding daily decision making and channeling the allocation of resources, a strategy establishes an organization’s identity and serves as the backbone of its culture. In this webinar, Leo and Drew will provide ideas and recommendations to close the ever-present gap between strategy formulation and execution.

    In the webinar you will:
    . Review why many strategies are never executed and identify several implementation gaps that regularly occur in organizations.

    . Learn processes and tools that you can use to formulate and effectively implement your business strategy across the whole organization or within a business unit or division.

    . Understand why it is important to identify who is going to do what, when, and

    . Learn how to develop leading indicators to know when we are on track

    . Develop a process to best prioritize projects for resource allocation, and
    define how we will hold people accountable

    Regardless of your current position in your organization, this webinar will provide thoughts and ideas that you can implement to assist in the successful execution of your organization or divisional business strategy.

    Learn more about the presenters:
    Copy and paste the links below to view their LinkedIn profiles.

    Leo Jolly

    Drew Marshall
  • Root Cause Problem Solving, the heart of Lean Transformation Recorded: Jan 7 2020 55 mins
    Lonnie Wilson, Author of the classic “How to Implement Lean Manufacturing & Lean Refining”
    Lean Manufacturing has gained wide popularity due to the success of many organizations that have embedded this process into their daily routines. A study conducted by IndustryWeek / MPI Census of Manufacturers noted that “nearly 70% of all plants in the US are employing Lean Manufacturing as an improvement methodology.” However, “only 2% of companies who responded to the survey have fully achieved their objectives and less than a quarter of all companies (24%) reported significant results.”

    This video segment features Lonnie Wilson, Author of the classic “How to Implement Lean Manufacturing & Lean Refining” where he provides a detailed discussion about:

    . The keys to making progress in your Lean Transformation

    . Why a problem well-defined is a problem 90% solved

    . How to ask the right questions at the right time to the right people in an organized format
  • ITIL4 - What’s new and why IT service professionals should care Recorded: Dec 5 2019 59 mins
    Andrew Vermes, Senior Consultant, Kepner-Tregoe
    Frameworks are necessary tools for any enterprise. The more complex our IT infrastructures become, the more we need them for effective governance. Information Technology Infrastructure (ITIL), a catalog of best practices considered the gold standard has been updated. ITIL4 builds on the best of ITIL and provides a set of principles to accelerate your continuous improvement journey.

    This webinar is designed to help IT service professionals make key decisions by resolving these questions:
    •Should we “upgrade” to ITIL4?
    •How does ITIL4 help us with our DevOps journey?
    •If we already have a framework such as IT4IT™, KCS ® or one we’ve developed internally, what is new to be learned?

    Andrew Vermes has been with KT for 25 years. He is a master at improving IT service performance and has done so at organizations including Dell and Siemens. He regularly leads sessions for the IT Service Management Forum (itSMF) on Incident Management, Problem Management and other topics related to continuous improvement for IT delivery.

    Kepner Tregoe is a pioneer in effective thinking for problem-solving for over 60 years.
  • Critical Thinking Process and the Tools That Support Root Cause Analysis Recorded: Nov 20 2019 55 mins
    John Ager, Senior Consultant, Kepner-Tregoe
    “If you can't describe what you are doing as a process, you don't know what you're doing.” ― W. Edwards Deming

    In this webinar we reviewed the primary tools used for finding Root Cause, and how to use them effectively to converge on the Root Cause of a problem. We reviewed the philosophy of the 5 Whys and the Kepner-Tregoe principles of critical thinking. We also reviewed the most commonly used RCA tools including:

    Cause and Effect Charting
    Fishbone or Ishikawa Diagrams
    Fault Tree Analysis

    The webinar focused on using best practices to discover the answer to the question, “What did change”. We demonstrated how to move beyond the philosophy of the 5 whys and to continue investigating until we get past mechanical causes to address systemic and procedural causes that contributed to the choice which started the causal chain. Many iterations of RCA may be necessary to explain a series of true causes before we get to root cause
  • Reducing Tech Debt in Financial Institutions Recorded: Oct 23 2019 41 mins
    David Frank, Client Relationship Manager-Consultant, Kepner-Tregoe
    Financial Services organizations are locked in an ongoing race to meet customer demand for technology applications that make their services more appealing. These slick new features give them leverage to retain and acquire customers. In the rush to overlay more features, companies are creating a mountain of “Tech Debt.” This technology race has IT staff pitted in a daily firefighting position just to keep financial organizations running in real time.

    In this real-time made for TV drama you will learn about Tech Debt, the challenge it presents and how to start bringing stability back. We’ll discuss how to minimize rampant firefighting and design a “future proofing” structure for your staff to address longer term issues to protect the organization and ensure systems are fully functional within a landscape of rapid change.
  • The 8 Skills You’ll Need to Thrive in The Future of Work Recorded: Oct 8 2019 58 mins
    Jason O'Neill, Head of Global Training Services, Kepner-Tregoe
    "Robots are going to take our jobs! Computers will be smarter than us! Humans won’t need to speak to each other anymore!"

    While the foreseeable future won’t be quite as daunting as these drastic sentiments, there will be major shifts in the workplace over the coming years due to changes in technology and consumer needs. As roles and responsibilities change to fit into the Future of Work, the question we’re all asking ourselves is “what role will humans play in an increasingly automated workplace?”

    Don’t worry, because in this webinar we’ll help you prepare by exploring the eight skills you and your teams will need to thrive in the future of work. Some of these skills you’ve heard of before, but we’ll take a dive into some critical but lesser-known topics that might surprise you.

    Join us and you’ll learn:
    •Why you need to be thinking about new skills for you and your workforce
    •The eight skills you need to be ready for the future of work: Essentialism, Grit, Learning Agility, Data Science/Analytics, Decision Making, Complex Problem Solving, Design Thinking, Contractor Skills
    •How to start developing these skills to immediately increase your marketability in the workplace
  • [Panel] The New Era of Proactive Problem & Incident Management in the Enterprise Recorded: Aug 22 2019 58 mins
    Elisabeth Thomas, Mohan Kompella, Christoph Goldenstern, Beverly Weed-Schertzer
    As AI-enabled tools continue to make a mark on IT operations, the face of proactive problem and incident management in the enterprise is starting to change.

    From making IT staff roles’ easier to encouraging self-service, there is a broad range of AI-powered solutions on offer. Join leading ITSM experts as they debate the complexities, functionalities, benefits and considerations of next-generation cloud and hybrid problem and incident management tools.

    Moderator: Elisabeth Thomas, Launch Product Marketing
    Panellists: Christoph Goldenstern - VP, Kepner Tregoe; Mohan Kompella - VP, BigPanda and Beverly Weed-Shertzer - ITSM Author
  • Structure your Frontline Workforce to Drive Continuous Improvement Recorded: Aug 20 2019 62 mins
    Joel Beezhold, Kepner-Tregoe
    The potential to improve operations through an increased focus on front line employees is a big opportunity that is vastly overlooked. Already participating in Kaizen and 5S events these teams possess deep operational experience and knowledge. Embedding a designed structure for frontline employees to become a high-performance team can vastly improve operational efficiency and productivity.

    We discuss a way to give employees “skin in the game” by offering a path for career improvement through a structured skill development program. We’ll offer tangible actions to put together a process that will arm teams with the key questions to ask when problems arise. The benefits for the team include; early detection of impending issues, improved communication, the ability to rapidly problem solve and clear and concise documentation. The benefits to the business include the ability to meet or exceed customer expectations, the bandwidth to increase your organizations' competitive advantage and a large improvement in overall operational excellence.

    Takeaways include:
    How to put the disciplines of problem-solving into your employees’ toolbox

    How to increase problem-solving proficiency to the extent where teams ask for harder and more complicated issues to solve

    How to focus on root cause through stating and specifying the problem accurately

    How to ask the correct critical questions to gather relevant information, and know when not to leave the question until the accurate answer is received

    Tools to design the path for frontline employees to grow personally & professionally
  • Increasing IT Stability Via End-To-End Incident & Problem Management Recorded: Jul 18 2019 60 mins
    David Frank, Client Relationship Manager, Kepner-Tregoe; Shane Chagpar, Senior Consultant, Kepner-Tregoe
    Learn about the impact and source of (recurring) incidents and IT (in)stability. We will talk about the benefits of an end-to-end problem-solving approach to service excellence and introduce 4 strategies to achieve greater IT stability via Incident and Problem Management.

    Key take-aways:
    . Sources of IT instability and the impact on the customer
    . Why we struggle as more stakeholders get involved
    . The power of structured thinking, data gathering and visualization in the context of incident and problem management
    . How to increase IT stability through an end-to-end approach
    . From reactive to proactive problem management: maximizing the value of your analysis
  • 2 New Ways to Learn and Apply KT Problem Solving Recorded: Dec 11 2018 61 mins
    Join Jason O’Neill, Head of Global Training services, and Wayne Stottler, Manager of Product Development with Kepner-Tregoe
    Because it is important that our clients have access to the finest problem-solving tools on the market, we’ve developed 2 NEW digital solutions that make KT problem-solving more accessible and easy to use.

    Please join us to learn about these new KT applications.

    • KT Solve is a browser-based tool that allows users to leverage KT process, store records in the cloud then, access them from any device anywhere in the world. A free version is included for KT workshop participants with premium versions available offering advanced features.
    • KT eLearning is a self-paced modern learning platform accessible from any device that offers learners access to fresh KT tutorials to deepen and refresh their knowledge of KT’s processes.

    What you will learn:

    • How KT Solve accelerates an individual’s learning experience and reinforces the use of KT process back on the job.
    • Through examples of KT’s new eLearning content, learn how this platform can be utilized to deepen the skills of new KT workshop participants past as well as to refresh problem-solving skills of past KT grads.
    • We’ll show a sneak peek of new KT products to be released in 2019.
  • Learn how great leaders make impactful decisions Recorded: Oct 10 2018 60 mins
    David Frank, Client Relationship Manager-Consultant, Kepner-Tregoe
    Over the past decade, the decision making process has become increasingly complex. Decisions that used to be made by a handful of leaders huddled in a conference room now require multiple stakeholders across globally distributed teams with exponentially more data inputs. The ability to confidently make recommendations and defend those choices in this business landscape is important - especially when the outcome is unpopular.

    In this webinar, Kepner-Tregoe will introduce you to how the most successful leaders bring teams together to make balanced decisions. You will also learn:
    1.How to both mentally and visually frame decisions before diving into action
    2.How to gain maximum alignment and understanding for your decisions from a diverse group of stakeholders
    3.How to set boundaries for groups while working in a collaborative decision making environment
  • Why suppliers don't solve problems Recorded: Sep 21 2018 57 mins
    Andrew Vermes
    In this webinar, we’ll be looking at five factors that drive the quality of problem solving. Suitable for for anyone in industry and IT who has to deal with supplier quality issues.
  • Future of Thinking Series: Critical Thinking Recorded: Aug 14 2018 60 mins
    Jason O'Neill, Kepner-Tregoe & Veena Rajkumar, Western Digital
    With 90% of all data in the world created in just the past 2 years, you’ll probably be surprised to hear that thinking processes generated 2,500 years ago can still help us to make sense of this explosion of information. Critical thinking through rational, unbiased analysis is still a bedrock for survival in business today. While disruption and innovation are very important (see our Future of Thinking Series parts I and II for more on these topics), modern critical thinking models are the linchpin that determines success or failure in nearly every industry and job.

    If you want to learn how to focus on essential information, ignore irrelevant inputs and solve complex problems, one key will be to understand critical thinking and when to apply it.

    Join Jason O'Neill, Head of Global Training Services with Kepner-Tregoe and Veena Rajkumar, Learning & Development Program Manager, Western Digital, in the third and final installment of our "Future of Thinking" series where they’ll discuss how critical thinking is more important today than ever before.

    What you will learn:

    The evolving definition and history of critical thinking

    How modern critical thinking models are being used by successful leaders today

    How to become a critical thinking star at work
  • Future of Thinking Series: 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.

    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
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 over 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: How Testing Lessons From Software Development Cut Customer Support Costs By 100X
  • Live at: Apr 2 2020 3:00 pm
  • Presented by: Shane Chagpar and David Frank of Kepner-Tregoe
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