KT Module 2: Being understood: sharing concerns effectively

先行きが不透明、また日々技術が革新される激しい環境下では、複雑な問題をどう対処すべきか、多くのご相談を頂きます。

・特定な技術や専門家の知識では解決できない問題

・複数の人や組織に跨る問題

・表面化されていない、ハッキリしていない問題

この様な複雑な問題に対して、素早く効率的に対処出来るようになる事が、多くの企業や組織の課題の一つとなっております。

本セミナーではその複雑な問題にアプローチする一つの方法論として世界中で活用されているケプナートリゴーメソッド（KT法）の問題分析プロセス（PA）のエッセンスをご紹介させて頂きます。

The pressure has never been greater for Learning & Development to demonstrate that training is an investment rather than a cost center. In our “new normal” where large portions of the workforce are working from home, the question is: how do we make training stick?

Organizations need to use a framework that connects training to knowledge and ultimately behavior change if they want to see real results. In this webinar, we will introduce a framework to identify the core levers that drive the adoption of new skills and show how to translate them into business results.

In this webinar you will learn:
•How to use a framework for translating training into results
•Key considerations in driving adoption
•How to practice skills in a safe-to-fail environment
•The relevance and importance of coaching and feedback
•The importance of embedding new skills into existing processes

Delivery of great service to earn customer loyalty is the goal of all Customer Service and Support (CSS) leaders. For years we have known that satisfied employees will mean higher customer satisfaction. So, how can we empower our workforce so they are highly satisfied and thus, highly engaged?

Our front-line teams, who represent our brand and often have more touchpoints with our customers than anyone else, have an incredibly tough job. They deal with unhappy customers, see the flaws in our products and services, and are often under-equipped in terms of tools and training to deliver the level of service we aspire to achieve.

Aileen Allkins, recent Microsoft Global Corporate Vice President and a 30-year CSS veteran will share how to develop a thriving, loyal, and engaged CS workforce with an emphasis on the connection between a company’s mission, its culture, people and customers. This webinar will offer insights on:

• How to design a pathway to achieve differentiation through your
front-line teams
• Creating a highly engaged and satisfied workforce even in difficult
circumstances
• Setting this to work across medium to large-scale Customer Service
and Support organizations


Our Presenter: Aileen Allkins
Over the course of her 30-year career, Aileen Allkins has been transforming the CSS experience of some of the world’s best-known technology companies. She was most recently the Corporate Vice President of Global CSS at Microsoft, leading a diverse and international team of over 25,000 service professionals to provide world-class support for millions of customers. At Microsoft, Aileen was responsible for leading the CSS organization to achieve numerous industry awards. She has a genuine passion for people and is a strong advocate for front-line teams. Aileen is a fan of KT. During her tenure at Microsoft and Hewlett Packard, she has deployed Kepner-Tregoe tools and practices across both organizations

No enterprise can expect to achieve peak performance unless physical assets are reliably performing at optimal levels. To achieve operational excellence your overall Asset Performance Management (APM) strategy needs to be proactive and effective. Many asset-intensive organizations continue to use break-fix maintenance plans to manage their production assets. This reactive approach can lead to increased downtime, reduced production and at worst, to environmental health and safety incidents from unplanned shutdowns or failures. Join Chris and Ingrid as they show how good APM will reduce unplanned downtime, increase asset availability, decrease maintenance costs, and reduce the risk of failure for assets that are most critical to operations.

ServiceNow customers who use KT's global best-practice, ITIL®-recognized troubleshooting methodology can now integrate these processes with other workflows housed within the ServiceNow environment. Kepner-Tregoe's Root Cause Analysis (RCA) is available on the ServiceNow platform in the form of a scoped app now in its 2nd version. In combination with the ‘Coaching Loops’ functionality, it provides a powerful solution to get to root cause faster, prevent recurring incidents and increase IT stability.

Sascha Laufenberg, Consultant and IT expert at Kepner-Tregoe will discuss how this app aligns the approach to the process, the technology and to a ‘people’ strategy for Problem Management as well as combining KT’s world-class training, coaching and consulting solutions.

Here are some results we have delivered
•74% reduction in Mean-Time-To-Resolution
•77% reduction in variation
•40% improved first-time-fix-rate
•50% reduction in backlog
•Increased customer satisfaction to +90%

Takeaways you should expect from this session:
- Learn how to reduce recurring incidents and get to root cause faster
- Understand the value of consistent problem documentation and the
creation of reusable knowledge
- See how “coaching loops” drive continuous learning and process
adoption/adherence
- Learn how this app drives adoption and maximizes the ROI of your
ServiceNow implementation

What’s Homer Simpson’s favourite expression? Let’s try to avoid that..

FOMO: it’s not the opportunities we can see, but the hidden ones…

Decision are often less than rational. What can you do about that?

Tips on how to tell facts from assumptions, and avoid the kinds of mis-steps that could leave egg on your face..

We knew what the problem was, then it turned out differently, wasting a lot of time. Is this avoidable?

Too much to do? Unreasonable deadlines? Here’s help to get some perspective.

Cause is over-rated. When should you dig deeper?

why don’t they get it? What on earth are they talking about?
How to get on top of complex issues

How do you choose the best way to approach them?

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”.

Agenda:
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

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.

Regards,
Jason O’Neill
Head of Operations, North America

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
how

. 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
https://www.linkedin.com/in/leo-jolly-8183699/

Drew Marshall
https://www.linkedin.com/in/drewcm/

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