Blog

Why not teach KT skills to kids?
Catégories: -Développement des Ressources Humaines et du Leader- -ATS- -BPI- -Capability Development Implementation Support-

Kepner-Tregoe founder, Ben Tregoe, was constantly asked by the Program Leaders who were certified to teach Problem Solving & Decision Making workshops, "Why aren't they teaching these skills in our schools?” In keeping with his lifelong belief that if you teach a man to fish, you feed him for a lifetime, Ben agreed. Teachers make a lasting impression on their students.  Invariably when a successful person names the most influential people in their lives, among them is a teacher or professor.

0 Commentaires
Avis: 0 star
A core element in the reduction of IT related business risks
Catégories: -Service Client et Support Informatique-

Reducing the risk in IT operations is critical to the stability of the IT Infrastructure - and the delivery of business. Reducing the time for the restoration of IT service in a structured manner, with transparent decisions being made by IT support and the business is time critical. Finding the root causes of a service interruption in a shorter time minimises the business risk from re-occurrence. Learn and practice the tools which help support staff think correctly under pressure. This course will prepare you for a life of structured and transparent Incident Management and Problem Management, and you can prove your understanding of the ITP Foundation Plus workshop by taking the ISEB Foundation Examination in KT ITSM Problem & Incident Management.
 

0 Commentaires
Avis: Zero stars
Ensure your team's in winning form for the new financial year
Catégories: -Développement des Ressources Humaines et du Leader- -Opérations-

Don't let External Forces Slow You Down!
With slowdowns expected in the major economies around the world, the ability to navigate through these troubled times is critical to survival.
A clear mind coupled with rational thinking processes offers the best opportunity to break away from the pack and emerge a winner.

0 Commentaires
Avis: Zero stars
Enhanced Troubleshooting: KT and Six Sigma
Catégories: -Opérations-

Six Sigma is about “Common Cause” problems, where factors inherent to the product or the process cause deviations over time. Think of any machine—all machines produce heat and all machines vibrate.  And over time, that heat will eventually dry out and crack the seals and gaskets, and the vibration will eventually work all the bolts loose. This is just in the nature of things—inherent variation.  Six Sigma attempts to isolate those inherent sources of variation, and to reduce them.

0 Commentaires
Avis: Zero stars
Customer Service needs Leadership
Catégories: -Service Client et Support Informatique-

Christoph Goldenstern, Global Vice President and Principal with Kepner-Tregoe, explores the concept of Customer Lifetime-Value a bit further

Leadership is what makes it all happen. By that I do not mean the day-to-day execution of plans, projects or budgets (that’s management), but the ability to provide a vision and then create an environment in which teams collaborate to make that vision a reality.

In this context, Service Leaders need to be able to do 3 things: Assess the Current State, Define the Future, Lead the Business Alignment

0 Commentaires
Avis: Zero stars
Avoiding the Pitfalls of Business Process Improvement
Catégories: -Opérations-

While most organizations take a structured approach to their BPI investment, they fail to carefully manage the steps along the way. Selecting the right BPI project and involving the right people provides a foundation for BPI success.

0 Commentaires
Avis: Zero stars
Continuous Improvement: Designing Step Change Intervention
Catégories: -Opérations-

When an organization needs to act quickly to ramp up production, reduce costs, or meet other extraordinary changes or goals, Kepner-Tregoe (KT) has developed a process approach for targeted, sustainable change. This effective three-phase model (diagnose—implement—sustain) is a powerful intervention that moves beyond the incremental improvements of CI to target and achieve specific, dramatic improvement

0 Commentaires
Avis: 0 star
Manufacturing Excellence: When Continuous Improvement Falls Short
Catégories: -Opérations-

Kepner-Tregoe (KT) has developed both a philosophy and practical project model to enable organizations to address extraordinary threats and opportunities. This is achieved by moving beyond CI with an intervention that focuses on extraordinary, sustainable change.  KT Step Change is a robust three phase model (Diagnose — Implement — Sustain) which guides an organization through assessing the potential for improvement, selecting and scheduling the optimal project mix, and then making sustainable changes to operational practices, processes, procedures and performance expectations.

0 Commentaires
Avis: Zero stars
Critical Thinking Skills: Building Blocks for the Next Generation
Catégories: -Développement des Ressources Humaines et du Leader-

The Secretary's Commission on Achieving Necessary Skills (SCANS) report[i] identified critical thinking skills as being essential for a high-performance workplace. The report identifies a three-part skills foundation: basic literacy and computational skills, the thinking skills necessary to put knowledge to work, and the personal qualities that make workers dedicated and trustworthy. This foundation in thinking skills includes creativity, decision making, problem solving, seeing things in the mind's eye, knowing how-to-learn, and reasoning. The report states: "Today's work place puts a premium on reasoning skills and an ability and willingness to learn."

0 Commentaires
Avis: 0 star
Information Transfer—The Competitive Advantage in Customer Service
Catégories: -Service Client et Support Informatique-

As consumers, we have all experienced the customer service call that, when transferred, required repeating the details of the problem each and every time you were transferred. Nothing is more frustrating! By building a framework in your customer support function that includes a logical sequence of questions and the ability to pass the data along if the problem changes hands, organizations can make the customer support function their competitive advantage

0 Commentaires
Avis: Zero stars
Plus de résultats: