hdi capital area and corporate updates & improving quality management presentation september...
TRANSCRIPT
What’s Hot at HDI
• KCS Foundation and KCS Principles Bundle (ends 10/30): - The KCS Standard and Self-Study Guide ($29 value) - The KCS Online Practice Test ($79 value) - The KCS Certification Exam ($145 value) - HDI Exam Insurance, which provides one free retake of the
certification exam ($49 value) • Technical Support Professional Certification Bonus:
For the rest of the year, we'll give you free exam insurance and a practice test to help you earn this new HDI certification!
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Starting August 1, all Professional level memberships (new and renewals) will be available for only $295. Learn more at ThinkHDI.com/Membership.
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or by calling 800.248.5667
Call for Help Desk Analyst & Desktop Support Technician of
the Year Nominees DON’T MISS THIS OPPORTUNITY to recognize your key analysts and technicians. The only investment you make is time to send the information below and complete the application. Your return is truly a heartwarming event that has become a yearend celebration for our teams. I encourage members to nominate your outstanding Analysts and Technicians by emailing the following information to Sandy Seroskie, by Monday, November 2, 2015 at [email protected]: • Help Desk Analyst or Desktop Support Technician's Name • Company • A paragraph describing the individuals achievements (why you are nominating them) • Manager's name and contact information **The criteria and nomination form is sent to the Manager to complete. We encourage you to send the information above early, so you have more time to complete the application.**
All nominees and managers as our honored guests, at our Annual Awards Luncheon, on Friday, December 4th, at Maggiano’s Little Italy. Thanks to the success of this event, we have reserved large room. We will recognize each nominee and their manager. Every nominee will receive a plaque and the winners will receive the Analyst of the Year or Desktop Support Technician award. We will have an amazing keynote speaker and a three course lunch.
©2014&HDI.&All&rights&reserved.&
Call for Help Desk Analyst & Desktop Support Technician of
the Year Nominees DON’T MISS THIS OPPORTUNITY to recognize your key analysts and technicians. The only investment you make is time to send the information below and complete the application. Your return is truly a heartwarming event that has become a yearend celebration for our teams. I encourage members to nominate your outstanding Analysts and Technicians by emailing the following information to Sandy Seroskie, by Monday, November 2, 2015 at [email protected]: • Help Desk Analyst or Desktop Support Technician's Name • Company • A paragraph describing the individuals achievements (why you are nominating them) • Manager's name and contact information **The criteria and nomination form is sent to the Manager to complete. We encourage you to send the information above early, so you have more time to complete the application.**
All nominees and managers as our honored guests, at our Annual Awards Luncheon, on Friday, December 4th, at Maggiano’s Little Italy. Thanks to the success of this event, we have reserved large room. We will recognize each nominee and their manager. Every nominee will receive a plaque and the winners will receive the Analyst of the Year or Desktop Support Technician award. We will have an amazing keynote speaker and a three course lunch.
Attend A Free Forum Roundtable October 6, 2015
Time: TBD Host Location: Atlanta Community Food Bank | 732 Joseph E Lowery
Blvd Nw | Atlanta, GA 30318
_________________ October 8, 2015
11:30 a.m.-2:00 p.m. EST (lunch will be provided) Host Location: 2300 Yorkmont Road | Charlotte, NC 28217
To register visit: thinkhdi.com/membership/forums/roundtables
IT#Support#Evolu-on##
Know Everything Desk
Service Desk
Help Desk
Call Center
Back Office
Support
Ease#of#Access# Readily#Available#Informa-on#
Advanced#Troubleshoo-ng#
Lack#of#Elevated#Privileges#or#Rights#
5#Levels#of#the#Customer#Sa-sfac-on#Maturity#
Level*1:*Availability*• Be#accessible#when#needed#
Level*2:*Capability*• Provide#the#Right#Answer#at#the#Right#Time.#
Level*3:*Process*and*Procedure*• Document#standard#expecta-ons#
Level*4:*Voice*of*the*Customer*• Allow#the#Feedback#of#your#users#to#drive#change#
Level*5:*Improvement*&*Usability*• Aligning#the#Technology#to#the#needs#of#the#business#
Quality#Management#Program#Principles#
The$Customer$comes$First$
Manage$by$Fact$
Quality$is$Achieved$Through$
Planning$
Quality$Happens$by$People$
Quality$NEVER$$Ends$
Quality#Management#Program#Quality#Management#Program#encompasses#several#ac-vi-es#including#Quality#Assurance,#Quality#Control#
and#Quality#Improvement.###
Quality Management Activities
Knowledge#Management#
Analyst#Training#and#Development#
Performance#Trending#
Quality#Audi-ng#
Quality#Improvement#
Planning#
Analyze#Customer#Feedback#
Customer#Rela-ons#
Evalua-ng#Customer#Feedback#
Return on Maturity • Commenda-ons#for#team#members##
• Service#Commenda-on##• Delivery#Commenda-on#• Another#Team#Commenda-on#
Impact to Quality • Team#Member#Error#• Unsupported#applica-on#or#product#
• End#User#error#• Service#Recommenda-on/Sugges-on#
• Policy#and#Procedures#• Product#Limita-on##• Another#Team#Feedback#
Quality#Management#Components#
Quality Manage
ment
Technical#Support#Manuals#
Process#and#Procedure#Documents#
Opera-onal#Level#
Agreement#
IT#Service#Management#Processes#
Escala-on#Management##
Knowledge#Management##
Communica-on##
Con-nual#Service#Improvement#Ac-vi-es#
Review#Feedback#
Audit#Your#Services#
Customer#Focus#Groups#
Transac-onal#vs.#Annual#Surveys#
KMP#Scope# Knowledge#Management#is#a#prac-ce#for#which#informa-on#is#effec-vely#captured,#procured,#shared#and#maintained.#The#success#of#an#organiza-on#is#dependent#upon#the#ability#to#generate,#adopt#and#diffuse#knowledge.#The#Knowledge#Management#Program#key#objec-ves#to#ensure#the#success#of#the#program:##
#Ac-ve#Lessons#Learned#Databases## #Exper-se#on#Premise##
#Sharing#of#Informa-on###
THANK YOU!
Troy White
IT Officer II, Business Management
ITS Client Services
The World Bank Group
202.458.1113
twhite1
@MrWhiteSaysThis