Sept2008 Hdi Motown September 2008


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Sept2008 Hdi Motown September 2008

  1. 2. Panelist Introductions <ul><li>Lee Thomas, CORT </li></ul><ul><li>Ilene Lanfear, Taubman Company </li></ul><ul><li>Scott Goemmel, PMV Technologies </li></ul><ul><li>Karl Graham, Caretech Solutions </li></ul><ul><li>Steve Foster, New Horizons </li></ul><ul><li>Emcee: Nihal Solomon, HDI Motown & Robert Half Technologies </li></ul>
  2. 3. Panel Format <ul><li>Questions provided in advance by members </li></ul><ul><li>Our emcee will select a panelist to begin each discussion </li></ul><ul><li>Other panelists can provide their input at any time </li></ul><ul><li>6 minute time limit per question to ensure we can cover all questions </li></ul><ul><li>The panel will field live questions from the audience, if time permits. </li></ul>
  3. 4. Questions <ul><li>How would you rate the maturity of your support organization in terms of metrics and process/procedures? </li></ul><ul><li>Does your company have a formal career path for IT Support Professionals? Does it work? </li></ul><ul><li>By what key metrics is your support staff measured? </li></ul>
  4. 5. Questions <ul><li>How have you determined staffing levels for your organization? </li></ul><ul><li>What percentage of your call center staff is designated as “support”? (not on the phone) How do you handle the difficulty of justifying these positions to your senior management team? </li></ul>
  5. 6. Questions <ul><li>How do you measure customer satisfaction? What are your customers telling you about the services you provide? </li></ul><ul><li>What can/do you do to facilitate control how technology gets implemented? (example IPHONE) </li></ul>
  6. 7. Questions <ul><li>What is your organization’s top goal for 2008/2009? </li></ul><ul><li>What do you foresee as the toughest issue you will encounter in the next year? </li></ul><ul><li>Do you foresee any significant staffing changes for your organization over the next 1-3 years? </li></ul>
  7. 8. See you in 15 minutes!
  8. 9. Questions <ul><li>What are your thoughts on obtaining HDI (or other) technical and non-technical certifications for your staff? </li></ul><ul><li>What technology (or other influence) do you foresee creating the next challenge for IT Support? </li></ul><ul><li>What is the toughest challenge that you have overcome in the past 12 months? </li></ul>
  9. 10. Questions <ul><li>How do you see IT’s role changing as it relates to being a strategic resource within the business? </li></ul><ul><li>Has the recent increase in gas prices influenced your department or company’s policy on telecommuting? </li></ul><ul><li>How is your IT Helpdesk supporting the mobile user? </li></ul>
  10. 11. Questions <ul><li>As a department has your recruiting practices changed to attract the recent Generation Y graduates? </li></ul>
  11. 14. October Meeting <ul><li>Topic: Transforming from Helpdesk to Service Desk </li></ul><ul><li>Roundtable: Syngergizing your Generations </li></ul><ul><li>by Brenda Iniguez, Americas Service Management Services Director @ FrontRange Solutions </li></ul><ul><li>10/9/08 </li></ul><ul><li>Thomas M. Cooley Law School (Auburn Hills) </li></ul><ul><ul><li>L28 Classroom </li></ul></ul>
  12. 15. HDI Analyst of the Year <ul><li>Start thinking about who to nominate! </li></ul><ul><li>Timeline </li></ul><ul><ul><li>Forms are on the HDI Motown website </li></ul></ul><ul><ul><ul><li>New, simplified forms </li></ul></ul></ul><ul><ul><li>Due to us by Halloween </li></ul></ul><ul><ul><li>HDI Motown Analyst of the Year Selected before Thanksgiving </li></ul></ul><ul><ul><li>Winner announced on December 11 th Meeting </li></ul></ul><ul><ul><li>Regional Competition in January </li></ul></ul>
  13. 17. Membership <ul><li>SupportWorld </li></ul><ul><ul><ul><li>Hitting desks the end of September </li></ul></ul></ul><ul><li>Customer Service Week </li></ul><ul><ul><ul><li>October 6-10 </li></ul></ul></ul><ul><ul><ul><li>SPIN every day with HDI </li></ul></ul></ul><ul><ul><ul><li>Pete McGarahan, Phil Gerbyshak, Kirk Weisler, and other featured speakers </li></ul></ul></ul><ul><ul><ul><li>Watch for upcoming announcements! </li></ul></ul></ul><ul><li>3rd quarter Focus Book: </li></ul><ul><ul><ul><li>“ The Sound of Quality: Best Practices in Call Monitoring” </li></ul></ul></ul><ul><ul><ul><li>by Bob Last </li></ul></ul></ul><ul><li>“ HDI Manager of the Year” </li></ul><ul><ul><ul><li>Developing criteria now </li></ul></ul></ul>
  14. 18. HDI Training If you have anyone attending these, let us know. Date Location Course Member Non-Member 9/29 - 9/30 Detroit, MI HDI Support Center Analyst $1295 $1395 10/1 - 10/3 Detroit, MI HDI Support Center Manager $1795 $1895