KT Module 2: Being understood: sharing concerns effectively

You’ve committed to moving your services to the cloud to improve your operational efficiency. No turning back now! Like the Wild-Wild West this new frontier is accompanied by uncharted terrain with problems hard to identify until you arrive.

Shane Chagpar, awarded “Best Speaker” and “Best in Conference Presentation” at itSMF Australia, will cover key DevOps and cloud concepts, as well as demonstrate how to adapt KT problem analysis to ask the right questions, manage multiple vendors, and protect your team from brutal hours of troubleshooting work handling cascading repercussions.

Shane will discuss a set of techniques and best practices to keep your staff proficient, up to date, and ready to troubleshoot in today’s next-generation environments.

Topics discussed:

• Current State: Cloud statistics on adoption and its impact on business
• Your cloud and you: How Event, Incident, and problem management must change in a vendor-based environment
• DevOps and Cloud basics: Taking advantage of current best practices
• Redefining Team Troubleshooting: How to adopt KT problem analysis during outages and failures

In its Standard “8D – Problem Solving in 8 Disciplines”, the German Car Makers Association (VDA) specifies the best practice for solving complex problems. Especially in the case of complaints, it is important to follow the 8D process stages and document the findings accordingly.

In this talk, Burkhardt Prigge, Consultant & Market Leader Germany at Kepner-Tregoe, explains how the KT processes, especially problem analysis, can help you to determine the cause of a problem as part of your 8D analyses.

What can you expect in this webinar?
• Insights into how the Kepner-Tregoe processes help with your 8D analyses
• Understand the role of IS / IS NOT in problem solving
• Kepner-Tregoe problem analysis as a central tool in D4 – Root cause analysis
• The VDA recommends Kepner-Tregoe IS / IS-NOT for 8D Problem Solving

Machine learning holds the promise to dramatically advance manufacturing operations through a series of continuous improvements. Using predictive analytics, simple problems that ate up time and resources are now avoided paving the way for major productivity advances. Every manufacturing event is measured offering operators lots of data to work with. But there is a consequence as new advances have ushered in a host of highly complex issues never seen before. And the abundance of information tends to overwhelm the process of finding a fix, slowing rather than advancing the remediation effort.

To harness the Machine Learning promise, managers and operators must refine their skill level of problem-solving to a Ninja like ability. One that rapidly cuts through complexity to filter and interpret reams of data to identify the details that will move the process to a successful conclusion.

During this webinar:
.We will show how to sort through a sea of data to identify what’s relevant

.We will show how this relevant data is used so operational decisions can be made

.Then, we will demonstrate a systematic approach to problem-solving which is the key to solving problems with a Ninja-like skill

In seinem Rotband „8D – Problemlösung in 8 Disziplinen“ gibt der Verband der Automobilindustrie den Best-Practice-Standard vor, wie komplexe Probleme im Rahmen einer Multidisziplinären Problemlösung zu bearbeiten sind. Vor allem bei Reklamationen gilt es in 8 Disziplinen vorzugehen und dies entsprechend zu dokumentieren:

D1 – Problemlösungsteam
D2 – Problembeschreibung
D3 – Sofortmaßnahmen
D4 – Ursachenanalyse
D5 – Auswahl und Verifizierung der Abstellmaßnahmen
D6 – Realisierung und Validierung der Abstellmaßnahmen
D7 – Fehlerwiederholung verhindern
D8 – Abschluss und Würdigung des Teamerfolgs

Burkhardt Prigge, Consultant bei Kepner-Tregoe und Market Leader Deutschland, erläutert, wie die Kepner-Tregoe-Prozesse, insbesondere die Problemanalyse, Ihnen helfen können, im Rahmen Ihrer 8D-Analysen tatsächlich die Ursache eines Problems zu ermitteln.

Was erwartet Sie in diesem Vortrag?
•Einblick, wie die Kepner-Tregoe-Prozesse bei Ihren 8D-Analysen helfen
•Die Rolle von IST/IST-NICHT bei der Problemlösung verstehen
•Kepner-Tregoe Problemanalyse als zentrales Tool in D4 – Ursachenanalyse
•Der VDA empfiehlt Kepner-Tregoe IST/IST-NICHT für 8D-Analysen

ServiceNow customers who use KT's global best-practice, ITIL®-recognised troubleshooting methodology can now integrate these processes with other workflows housed within the ServiceNow environment.
Sascha Laufenberg, Consultant and IT expert at Kepner-Tregoe will discuss how the KT Advanced Incident Management app helps to accelerate resolution time, provides a common format and language across teams and a way of updating and preparing executive updates.

Client results delivered:
- Reduced MTTR by 74%
- Reduced variance by 77%
- Improved the quality of escalated incident tickets by 67%
- Improved escalation avoidance by 31%

Takeaways you should expect from this session:
• Learn how to restore service faster
• Understand the value of consistent incident documentation and the creation of reusable knowledge
• Learn how to create an improved information flow from Incident to Problem Management
• Learn how this app drives adoption and maximizes the ROI of your ServiceNow implementation

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?