From a Toyota to a BMW


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In 2008, Jay Hyett assumed responsibility for a Service Desk that was said to be 'good enough'. However Jay wasn't happy with that label and so, over the next couple of years and with a tiny budget, he led a Service Improvement Program that turned 'good enough' into 'excellent'. In this presentation, Jay will share insights into how Lonely Planet transformed its Service Desk by adopting best practise from ITIL/Agile/Net Promoter, focussing on developing staff and placing Lonely Planet's customers at the heart of everything they do. This ultimately resulted in turning a good 'Toyota' team into a sleek high performing 'BMW' team.

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From a Toyota to a BMW

  1. 1. From a Toyota to a BMWHow Lonely Planet transformed their Service Desk Jay Hyett Development & Operations Manager Lonely Planet
  2. 2. 1. Hire on attitude
  3. 3. Customer Service Communication Skills Give me an example of a time Technical information is often when you weren’t sure what a difficult for non-technical customer wanted? What did people to understand. What you do and what was the have you done in the past to outcome? ensure that what you are communicating is clear, What do you think is the most logical and understood by a important aspect of a support non-technical audience? role? Initiative Teamwork & Relationship Tell me about the last time Building you undertook a project/task How do you develop that demanded a lot of relationships with colleagues initiative. What type of working directly with you or in project/task was it? Why was other areas of the business? initiative called for? What was the outcome?2. Ask the right questions
  4. 4. 3. Promote from Service Desk
  5. 5. 4. Use a Queue Manager
  6. 6. Check Yes or No – COMMENTS: http://servicedesk – Ensure the queue is cleared and urgent incidents are assigned and responded to. FTP queries sent to author-tech-help – Log ticket in Service-Now and respond if urgent Check Internal External Ticket Time Team Number Informed (if down) Check Yes No Ticket Number Time Printers (Toner/Service) - lpozpwprnt03 (Printers and Faxes) Check Yes No Collect & distribute mail Cardboard Recycling (back of tech room) + Blue Bin Team member monitoring queue over lunch Madhavie MONDAY ONLY # of Participants Time Induction 0 0 COMMENTS: On call numbers if required - http://theloop/support/it/5. Implement checklists For more information on Incident Management see - http://stonehenge/it/GT/itoperations/csi/Incident%20Management/Forms/AllItems.aspx
  7. 7. Quick wins that have a big impact Listen & act onFocus on people Be proactive Look beyond ITIL customer feedback
  8. 8. 6. Implement stand ups
  9. 9. 7. Use Agile for projects
  10. 10. Quick wins that have a big impact Listen & act onFocus on people Be proactive Look beyond ITIL customer feedback
  11. 11. 90 What could we do to make your IT experience70 better? 5750 44 37 3430 16 1310 Sep-08 Apr-09-108. Implement periodic surveys
  12. 12. 90 For this call, was there anything we could have done70 better? 5750 44 37 3430 16 1310-10 Sep-08 Apr-09 Oct-09 Apr-10 Oct-10 Jun-119. Implement transactional surveys
  13. 13. 1. Hire on attitude Focus on people 2. Promote from Service Desk 3. Use a Queue Manager Be proactive 4. Implement checklistsQuick wins that have a big impact 5. Implement stand ups Look beyond ITIL 6. Use Agile for projects 7. Implement periodic surveys Listen & act on customer feedback 8. Implement transactional surveys
  14. 14. THANK YOU Jay Hyett @jhyett