Jason O'Neill Head of NA Operations, Christoph Goldenstern VP of Innovation & Service Excellence
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
Aileen Allkins, Recent Microsoft Global Vice President, Customer Service & Support
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
• Creating a highly engaged and satisfied workforce even in difficult
• 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
Christian Green, NA Operations Improvement Lead & Ingrid Dueck, Senior Consultant
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
- Learn how this app drives adoption and maximizes the ROI of your
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
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.
Head of Operations, North America
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.
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
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.
“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
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.
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.