Name: HCL - Transforming the Customer Experience through Professional Troubleshooting
Start: 2022-09-20T14:00:00Z
End: 2022-09-20T14:00:31.000Z
Location: BrightTALK
Rating: 5

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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This webinar explores the concept of process mining and how it can be used to optimize and improve your organization's performance. Process mining works by making the actual sequence of work and activities carried out by your team more transparent. This together with additional details such as activity duration, # of exceptions, etc. can help to give your team better insights into the potential improvement opportunities and bottleneck areas to look into. This webinar will also include a demo using a process mining software application.

Process Mining: Accelerate Your Organization's Continuous Improvement & Growth

製品やシステム、サービスなどに原因不明の不具合や障害が発生した際、その対処を誤ってしまうと、場合によっては、今後のビジネスに深刻な影響を与えてしまう危険性があります。そのため、そのようなトラブルが発生した場合には、速やかに現状を復旧させ、原因を究明することが求められます。
 
ただし、そのような時間的なプレッシャーが重くのしかかる場面では解決を急ぐあまり、過去に経験した類似の問題や思いつきに頼って問題を解決しようとしたり、手当たり次第に処置を講じてしまうことで、かえって問題の解決に時間がかかってしまうことが起こり得ます。
 
そのような心理的なバイアスが働きやすい状況では、的確に情報収集し、発生した問題/トラブルを正しく理解することから始めることが重要です。では、具体的にどのように情報を収集すれば良いのでしょうか？
 
本セミナーでは、複雑な問題にアプローチする一つの方法論として、60年以上世界中で活用され続け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します。

原因不明の問題を効果的に解決するための情報収集の方法

Wie Sie Ihre Post-mortem-Analyse mit Kepner-Tregoe Incident Mapping verbessern können

Erfahren Sie, wie Sie mit Kepner-Tregoe aus Major Incidents lernen, so dass Sie das nächste "IT Titanic Disaster" vermeiden. 

Zu oft werden Major Incidents im Nachhinein zu vereinfacht betrachtet und eine Analyse findet ausschließlich auf einem technischen Level statt. Incident Mapping hilft dabei, alle Zusammenhänge, Abhängigkeiten und Umstände sichtbar zu machen, die zur Severity beigetragen haben. Damit werden auch prozessuale und organisatorische Schwachstellen offengelegt. 

Lernen Sie bei diesem Live-Webinar, wie KT Incident Mapping Ihnen und Ihrer Organisation helfen kann.

Post-mortem-Analyse: Aus Major Incidents lernen und "Titanic Disaster" vermeiden

This presentation will make the connection between the impact of automation and the challenges and opportunities of the vast amounts of data being generated. We will review the power of process mining in creating digital value streams, the mapping of processes and how this information can be used to analyze and significantly improve business processes, based on hard data.

Key learning goals include:
1. When and where Process Mining can be applied
2. The process of Process Mining: systems and data identification, extraction, preparation, analysis, Improvement
3. Use cases and examples for the application of Process Mining

Lifting the digital footprint of your processes via Process Mining

RCA can be performed with a collection of principles, techniques, and methodologies that can all be leveraged to identify the root causes of an event, and more than often, it involves data. 

In this webinar, we will walk you through the sources of data, types of data, and how to use data to find root cause effectively and efficiently, systematically get at underlying issues rather than just ad-hoc firefighting.

Uses of Data in Root Cause Analysis

Het kunnen oplossen van complexe problemen is een cruciale vaardigheid voor 2025. Het World Economic Forum plaatste het in het meest recente Future of Jobs Report in de Top 5 van benodigde vaardigheden, tussen analytisch denken, kritisch denken en analyseren . 

Met de snelheid van technologische verandering, groeiende verbondenheid van systemen en de toenemende hoeveelheden data, zijn de omvang en complexiteit van problemen exponentieel toegenomen. De behoefte aan een juiste probleemaanpak is tegenwoordig groter dan ooit. 

In dit inleidende webinar bieden we een waardevolle kijk op het oplossen van complexe problemen: wat te doen om je ‘problem solving performance’ op dit vlak te verbeteren?

We behandelen : 

-  Wat maakt complex complex? 
-  Het brein van de probleemoplosser 
-  Fouten bij het oplossen van problemen 
-  Een gestructureerde aanpak en waarom het ertoe doet

Complexe Problemen Oplossen

Rapid digitalization is widening the digital skills gap, requiring IT and tech support leaders to continuously invest in the skills of their organization to remain competitive. To do this effectively and at scale, leaders need smart workforce strategies to be able to:  

- Identify the skills needed now, and in the future
- Create clear skilling and career paths to retain talent 
- Measure the impact of their training initiatives 

With a combined 50 years of experience our presenters Aileen and Christoph were present at the beginning when digitization was considered revolutionary. Having worked in the trenches with young start-ups to mammoth organizations there is little they haven’t seen. 

We would like to personally invite you to our upcoming webinar where we’ll guide you through best practices in developing talent to help you know, grow and retain your people and maximize the ROI from your training investment.

Our Presenters: 

Aileen Allkins
Chief Executive Officer, Wize Solutions
 
Aileen is an accomplished software services industry executive, having spent over 30 years transforming the customer experience of some of the world’s best-known technology companies, including as Corporate Vice President for Customer Service & Support at Microsoft. As CEO of Wize Solutions, she is helping service and support executives win the war for talent and reduce attrition by shining a light on the skills they have within their organizations.  

Christoph Goldenstern
Vice President of Innovation and Service Excellence Kepner-Tregoe
 
Christoph helps businesses and teams to translate vision into action. He is a Principal at Kepner-Tregoe and holds the position of Vice President of Innovation and Service Excellence. He has over 20 years of experience in the consulting and training industry working with Fortune-500 companies to develop and deliver products and services that drive excellence in problem solving, strategy, operational improvement, and IT service management.

IT & Tech Support Leaders' Guide to Developing Talent

In this era of digital transformation, an agile mindset is required to quickly assess complex situations, solve problems, and make good decisions. The KT Problem Solving Learning Path provides a foundational understanding of Kepner-Tregoe's Situation Appraisal and Problem Analysis methodologies combining the power of dynamic application-based eLearning with practical exercises and live coaching. This helps learners discover how to successfully apply critical thinking and rational process to real-world issues.

The Award Winning Hybrid Learning Solution – KT Problem Solving Learning Path

Complex Problem Solving is a key skill for 2025. The World Economic Forum placed it in the top 5 among Analytical Thinking, Critical Thinking and Analysis in its Future of Jobs Report 2020.

With the rate of technological change, growing interconnectivity of systems and increasing amounts of data, the scope and complexity of problems have increased alongside it. The need for skilled problem solving nowadays is greater than ever.

In this introductory webinar, we’ll offer our take on complex problem solving: what are some important lessons to improve your problem solving performance?

We'll cover:
  - What makes complex complex?
  - The problem solver’s mind
  - Mistakes in problem solving 
  - A structured approach and why it matters

Complex Problem Solving

February 3rd at 11:00am 

Harvey Manley, MBA, Global CI Training Manager at ConvaTec, PLC (Global Medical Device Manufacturer) personifies the quote “If you love what you do, you’ll never work a day in your life”. He is a passionate continuous improvement practitioner who thrives on turning difficult challenges into positive results.  

Join us for a fireside chat where Harvey and Phillip Thompson, KT-VP, will discuss how to create a culture that incorporates excellent critical thinking skills. 

A certified Kepner-Tregoe Program Leader, Harvey has global responsibility for continuous improvement training at ConvaTec with over 10,000 employees in 100 countries.  Harvey is a certified Six Sigma Black Belt and coaches individuals to Six Sigma Green Belt certification. He is also a Lean Practitioner including Lean Agile, a Process & Systems Optimization Coach, a Master TWI Instructor, and a Scrum Coach on global projects for the ConvaTec Executive Leadership Team. 

This discussion will include:

• Defining the key structural components of successful training programs
• How to map the journey to avoid roadblocks 
• Turning failing teams into rock stars of sustainable growth and success

Transform Team Performance from Good to Great

30 minutes d'échanges sur l'importance de savoir quelles questions poser, afin de prendre les bonnes décisions, qui sont parfois les plus difficiles à prendre.

Décisions Difficiles - Comment savoir les prendre...

wenn es eine Entscheidung zu treffen gilt, kann es manchmal ganz schnell gehen. Es ist ja schließlich glasklar, worum es geht, was genau entschieden und was mit der Entscheidung erreicht werden soll, oder?

Oft sehen wir bei Kepner-Tregoe in der Zusammenarbeit mit unseren Kunden, dass Entscheidungen vorschnell und zu unbedacht definiert werden (wenn überhaupt) und dadurch das Denken bezüglich der Entscheidung an Qualität verliert. Die Auswirkungen hiervon können dann vielfältig sein:

- Es fehlt ein klarer Fokus, wodurch es schwieriger wird, die Aufmerksamkeit aller Beteiligten in die richtigen Bahnen zu lenken
- Es wird schwieriger, gute Ideen und Alternativen/Optionen zu generieren, die den Zweck der Entscheidung erfüllen könnten
- Im schlimmsten Fall kommen wir zu einer nicht zufriedenstellenden Entscheidung oder Lösung

Wie können wir sicherstellen, dass wir die oben genannten Auswirkungen vermeiden und so letztendlich bessere Entscheidungen treffen?

Erfahren Sie wie man bei einer Kepner-Tregoe Entscheidungsanalyse eine Entscheidung definiert und so durch einen erhöhten und gezielten Fokus den richtigen Einstieg in die Entscheidung findet, egal ob alleine oder gemeinsam in einem Team.

40-45 Minuten, inklusiv Q&A

Entscheidungen richtig definieren

HLC Software is transforming its Customer Support Organization with Kepner Tregoe.
 
Learn how by attending this webinar:
• Maximizing the return on your training investment through on-the-job application, making the learnings anchored and intuitive. 
• Applying targeted real-time coaching to steepen the learning curve and ensure continued development of strong troubleshooting skills
• Embedding critical behaviors in your processes and workflows
• Realizing a 10-20% increase in customer satisfaction
 
About our presenter:
 
Rob Barker works as an Education Lead for HCL Software Support and is responsible for developing analytical and communication skills in their Worldwide Support teams. A qualified Kepner-Tregoe Program Leader, Rob draws on his more than 25 years of troubleshooting experience in software support to create engaging workshops that challenge engineers to think clearly before acting. Before joining HCL, he worked at IBM, Infor, and SSA Global Technologies as a support manager and engineer. Rob brings multicultural expertise to his worldwide role with a career based in the Asia Pacific Region.

HCL - Transforming the Customer Experience through Professional Troubleshooting

Troubleshooting

Customer Experience

Coaching

Training Investment

Customer Care

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HCL - Transforming the Customer Experience through Professional Troubleshooting

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