How do you develop support strategy for a brand new product, with no industry benchmarks or historic data? How do you plan to build a team to support the product that haven's been built?
The lessons are relevant for a startup with a new product, or for any company that wants to rethink and improve the support strategy and operations.
Fine tune your broadcast messaging to your Salesforce to reduce sales cycles, drive promotions and invite employee interaction. How to build your broadcast messages for maximum impact and choose the right delivery channel for the job.
Hospital Internal Communication with SnapCommsSnapComms
Internal Communication in Hospitals with SnapComms internal communication tools. How to use SnapComms internal communication tools for hospital communication in your workplace.
Fine tune your broadcast messaging to your Salesforce to reduce sales cycles, drive promotions and invite employee interaction. How to build your broadcast messages for maximum impact and choose the right delivery channel for the job.
Hospital Internal Communication with SnapCommsSnapComms
Internal Communication in Hospitals with SnapComms internal communication tools. How to use SnapComms internal communication tools for hospital communication in your workplace.
Congratulations You Have Lots of Employee Ideas! Now What?KaiNexus
- How to discuss ideas constructively with employees
- How to prioritize ideas (and if that's even necessary)
- How to assign responsibility for improvement work
- How to create time for improvement
- How to track improvements
Webinar: How Tax Preparers & Accountants Can Increase Their Profitability Usi...GoLeanSixSigma.com
Tax return preparation is increasingly becoming a commodity. Automation can help reduce the level of manual work required for return preparation, but if you automate a “bad process” you still won’t see an increase in profitability or improved client service.
Tax practices should apply Lean Six Sigma (LSS) before automating their tax workflows to optimize processes and automation, while still remaining in compliance with professional standards.
Attend this webinar and you’ll learn how to:
- Apply Lean Six Sigma to tax workflow
- Combine tax automation with value pricing
- Increase your practice’s profitability
WEBINAR: Executive Overview: The Power of Lean Six SigmaGoLeanSixSigma.com
Join us for this 1-hour Leadership Webinar where we’ll help Executives and Leaders understand why the Lean Six Sigma is a worthy investment that will deliver spectacular ROI.
Agenda:
- What is Lean Six Sigma
- What Lean Six Sigma is not
- Why do organizations implement Lean Six Sigma
- Review cost of poor quality
- Build problem-solving muscles
- Reach strategic objectives
- Build agile organizations
- Minimize jumping to solutions
- Optimize data-based decision-making
Lean seminar - Reduce waste, add more value to your customers 20th-jan2014 ...Andrea Darabos
The topic is very relevant for any professional organisation starting their Lean Six Sigma journey. Seeing waste and looking at your processes from your customer's standpoint is fundamental to any Lean Six Sigma effort.
SUCCESS STORY: Increasing Audit Processing Throughput by Over 100% With Lynne...GoLeanSixSigma.com
"Physician heal thyself" was the operative phrase for this nonprofit healthcare organization. The Quality Management Team tackled their own overwhelming workload with Lean Six Sigma with amazing results. Lynne Emmons of Valle del Sol has a great story to tell!
Avoiding Common Pitfalls in the DMAIC MethodologyKaiNexus
View recording: https://info.kainexus.com/improvement-disciplines/six-sigma/dmaic/common-pitfalls-in-the-dmaic/webinar/signup
How to Avoid Common Pitfalls in the DMAIC Methodology
August 11 from 1:00 - 2:00 pm EDT
Presented by Simon De Castro, MS
In this webinar, you will:
Understand common pitfalls that can happen in the implementation of a DMAIC project
Listen to examples of some of these mistakes
Learn about what to do to avoid these problems
Simon De Castro is a Lean Six Sigma Black Belt with Texas Health Resources. He is also certified as a coach and as a Change Management Practitioner.
He has more than 25 years of experience, 17 of them working in Lean Six Sigma managerial roles in companies like Sara Lee, Johnson & Johnson, and since 2017, at Texas Health Resources, where he has worked on the design, implementation, and maintenance of KaiNexus.
In his continuous improvement journey, Simon has accumulated a great deal of experience in the design and delivery of Lean Six Sigma content and has coached more than 300 yellow and green belt projects to successful completion.
Problem Solving Tools and Techniques by TQMIAndrew Leong
This handy guide is for anyone involved in problem solving and improvement activities. It contains guidelines on the use of many of the tools and techniques which can be used as part of a Continuous Improvement process.
Transformation Transparency and Accountability - A case study on changing the...Eddie Vidal
When an organization with over 14,000 employees change their service management tool, little do they realize a transformation is about to take place and the way of delivering customer service is about to change. The implementation of the tool uncovered opportunities for process improvement and changes to service delivery all adding value to the business.
Our journey challenged us to become better by holding ourselves accountable with actionable data, collaborating more with internal teams and our customer base.
Benefits and changes realized and shared during our presentation will include:
- Organizational changes and impact to culture
- Service Level Management
- Actionable reports and dashboards
- Employee Self- Service Portal and shift left philosophy
- Communication Plan and Engagement
Customer service is easy, right? Pick up the phone or ticket and resolve the issue. Simple? As experts in our field, we know that it is not this easy and it can be difficult to keep the right staff, supply the right answers, and maintain right time frames. Join us to hear tips that may make your job a little easier.
hority clients who are analysing their administrative datasets using a LIFT Dashboard to identify vulnerability, target support and track change amongst their low income families.
For more information contact hello@policyinpractice.co.uk, call 0330 008 9242 or visit www.policyinpractice.co.uk
IT Service Catalog: 5 Steps to Prepare Your Organization for Successful Servi...Evergreen Systems
Few Organizations have deep experience in planning for a successful Service Catalog project. Questions abound:
"What are the best practices? How will we measure success? What roles & responsibilities will we have? What are the customer & executive expectations...and how do we address them? What options do we have for getting started? Can we start simply and grow as we learn?"
Successful Service Catalog projects are dramatically different than many other IT projects. Please join Don Casson, CEO of Evergreen as he answers these questions and explains the 5 steps to prepare your team for success with your IT Service Catalog project.
Jeff Benedict, ITSM Practice Leader, will demo our constantly evolving view of a very advanced Employee Self-Service Catalog & Portal, built on ServiceNow technologies.
Webinar recording with demo available at http://content.evergreensys.com/it-service-catalog-project-steps-prepare-organization
Managing a Crisis, Women in Tech Summit Philly, 2017Sarah Toms
It’s inevitable – every job has its share of crises and when you are working in a technology field, the implications of operational failures are far-reaching and can have serious impacts on your company’s bottom line, reputation and customer relationships. Even with the most comprehensive disaster and recovery plans, crises can occur due to unforeseen events.
Join us for a lively discussion on how to skillfully navigate and prepare for a crisis. There will be plenty of time for questions and answers.
We will cover topics such as:
Deploying the technical team to solve the problem quickly and effectively
Communication with your company’s senior leadership, and customers
Leveraging your vendor relationships effectively
Conducting an effective post-mortem
Got leads? Know how they came in? Know where they are in your nurture process? Know how to score them?
If you answered yes, then bravo! But, it’s most likely that you aren’t quite clear on these answers and lead processes. We find, more times than not, that when it comes to lead management marketers face more questions than answers.
So, how do you get clarity on your process and determine where you can improve?
Top Tips include:
- Why lead management stumps marketers and is one of the most complex processes every business faces
- Tricks to uncovering your process based on lessons learned from Digital Pi Client projects
- How an assessment works and why, even if you did answer yes to the above, it’s always a good idea to direct, learn, and improve
Congratulations You Have Lots of Employee Ideas! Now What?KaiNexus
- How to discuss ideas constructively with employees
- How to prioritize ideas (and if that's even necessary)
- How to assign responsibility for improvement work
- How to create time for improvement
- How to track improvements
Webinar: How Tax Preparers & Accountants Can Increase Their Profitability Usi...GoLeanSixSigma.com
Tax return preparation is increasingly becoming a commodity. Automation can help reduce the level of manual work required for return preparation, but if you automate a “bad process” you still won’t see an increase in profitability or improved client service.
Tax practices should apply Lean Six Sigma (LSS) before automating their tax workflows to optimize processes and automation, while still remaining in compliance with professional standards.
Attend this webinar and you’ll learn how to:
- Apply Lean Six Sigma to tax workflow
- Combine tax automation with value pricing
- Increase your practice’s profitability
WEBINAR: Executive Overview: The Power of Lean Six SigmaGoLeanSixSigma.com
Join us for this 1-hour Leadership Webinar where we’ll help Executives and Leaders understand why the Lean Six Sigma is a worthy investment that will deliver spectacular ROI.
Agenda:
- What is Lean Six Sigma
- What Lean Six Sigma is not
- Why do organizations implement Lean Six Sigma
- Review cost of poor quality
- Build problem-solving muscles
- Reach strategic objectives
- Build agile organizations
- Minimize jumping to solutions
- Optimize data-based decision-making
Lean seminar - Reduce waste, add more value to your customers 20th-jan2014 ...Andrea Darabos
The topic is very relevant for any professional organisation starting their Lean Six Sigma journey. Seeing waste and looking at your processes from your customer's standpoint is fundamental to any Lean Six Sigma effort.
SUCCESS STORY: Increasing Audit Processing Throughput by Over 100% With Lynne...GoLeanSixSigma.com
"Physician heal thyself" was the operative phrase for this nonprofit healthcare organization. The Quality Management Team tackled their own overwhelming workload with Lean Six Sigma with amazing results. Lynne Emmons of Valle del Sol has a great story to tell!
Avoiding Common Pitfalls in the DMAIC MethodologyKaiNexus
View recording: https://info.kainexus.com/improvement-disciplines/six-sigma/dmaic/common-pitfalls-in-the-dmaic/webinar/signup
How to Avoid Common Pitfalls in the DMAIC Methodology
August 11 from 1:00 - 2:00 pm EDT
Presented by Simon De Castro, MS
In this webinar, you will:
Understand common pitfalls that can happen in the implementation of a DMAIC project
Listen to examples of some of these mistakes
Learn about what to do to avoid these problems
Simon De Castro is a Lean Six Sigma Black Belt with Texas Health Resources. He is also certified as a coach and as a Change Management Practitioner.
He has more than 25 years of experience, 17 of them working in Lean Six Sigma managerial roles in companies like Sara Lee, Johnson & Johnson, and since 2017, at Texas Health Resources, where he has worked on the design, implementation, and maintenance of KaiNexus.
In his continuous improvement journey, Simon has accumulated a great deal of experience in the design and delivery of Lean Six Sigma content and has coached more than 300 yellow and green belt projects to successful completion.
Problem Solving Tools and Techniques by TQMIAndrew Leong
This handy guide is for anyone involved in problem solving and improvement activities. It contains guidelines on the use of many of the tools and techniques which can be used as part of a Continuous Improvement process.
Transformation Transparency and Accountability - A case study on changing the...Eddie Vidal
When an organization with over 14,000 employees change their service management tool, little do they realize a transformation is about to take place and the way of delivering customer service is about to change. The implementation of the tool uncovered opportunities for process improvement and changes to service delivery all adding value to the business.
Our journey challenged us to become better by holding ourselves accountable with actionable data, collaborating more with internal teams and our customer base.
Benefits and changes realized and shared during our presentation will include:
- Organizational changes and impact to culture
- Service Level Management
- Actionable reports and dashboards
- Employee Self- Service Portal and shift left philosophy
- Communication Plan and Engagement
Customer service is easy, right? Pick up the phone or ticket and resolve the issue. Simple? As experts in our field, we know that it is not this easy and it can be difficult to keep the right staff, supply the right answers, and maintain right time frames. Join us to hear tips that may make your job a little easier.
hority clients who are analysing their administrative datasets using a LIFT Dashboard to identify vulnerability, target support and track change amongst their low income families.
For more information contact hello@policyinpractice.co.uk, call 0330 008 9242 or visit www.policyinpractice.co.uk
IT Service Catalog: 5 Steps to Prepare Your Organization for Successful Servi...Evergreen Systems
Few Organizations have deep experience in planning for a successful Service Catalog project. Questions abound:
"What are the best practices? How will we measure success? What roles & responsibilities will we have? What are the customer & executive expectations...and how do we address them? What options do we have for getting started? Can we start simply and grow as we learn?"
Successful Service Catalog projects are dramatically different than many other IT projects. Please join Don Casson, CEO of Evergreen as he answers these questions and explains the 5 steps to prepare your team for success with your IT Service Catalog project.
Jeff Benedict, ITSM Practice Leader, will demo our constantly evolving view of a very advanced Employee Self-Service Catalog & Portal, built on ServiceNow technologies.
Webinar recording with demo available at http://content.evergreensys.com/it-service-catalog-project-steps-prepare-organization
Managing a Crisis, Women in Tech Summit Philly, 2017Sarah Toms
It’s inevitable – every job has its share of crises and when you are working in a technology field, the implications of operational failures are far-reaching and can have serious impacts on your company’s bottom line, reputation and customer relationships. Even with the most comprehensive disaster and recovery plans, crises can occur due to unforeseen events.
Join us for a lively discussion on how to skillfully navigate and prepare for a crisis. There will be plenty of time for questions and answers.
We will cover topics such as:
Deploying the technical team to solve the problem quickly and effectively
Communication with your company’s senior leadership, and customers
Leveraging your vendor relationships effectively
Conducting an effective post-mortem
Got leads? Know how they came in? Know where they are in your nurture process? Know how to score them?
If you answered yes, then bravo! But, it’s most likely that you aren’t quite clear on these answers and lead processes. We find, more times than not, that when it comes to lead management marketers face more questions than answers.
So, how do you get clarity on your process and determine where you can improve?
Top Tips include:
- Why lead management stumps marketers and is one of the most complex processes every business faces
- Tricks to uncovering your process based on lessons learned from Digital Pi Client projects
- How an assessment works and why, even if you did answer yes to the above, it’s always a good idea to direct, learn, and improve
Improving processes is a just a piece of Process Management. Process Management is strategic work to help organizations identify value streams and core processes, align them to strategic goals and objectives, and measure what customers care about and prioritize improvement work to make the organization better. This 1-hour Introductory Webinar will help you understand what is involved in Process Management, besides process improvement, and how it can help organizations deliver better products and services.
Learning Objectives:
- Explain Process Management
- Describe some of the benefits of Process Management
- Outline the key components of Process Management
Agenda:
In this 1-hour Introductory Webinar we will cover:
- What Process Management is
- Why Process Management is important
- How it helps organizations deliver better products and services
- A basic understanding of the components of Process Management
CallidusCloud Webinar: 5 Steps to Better Sales Performance ManagementErika Alexander
Recent opinions in leadership articles and blogs have made the statement that you can't necessarily motivate sales people - but you certainly can demotivate them by setting them up for failure. Leaner teams and tighter budgets require sales leaders to deploy coaching and motivation tactics that go beyond basic incentive plans. To stay competitive, best-in-class sales organizations are rolling out data-driven coaching plans paired with gamification. In this webinar, we will cover five areas to ensure your sales reps are set up for success - not failure.
Hear about best practices in:
- On-boarding
- Effective territory & quota planning
- Coaching and appraisals
- Compensation and rewards
- Gamification techniques
How to Customer Success the Heck out of ThemJean Walters
This presentation is a modified version of a Work-Bench Workshop given on 4/14/15 by Jean Walters, Director of Customer Success at Greenhouse.
As the 8th person on the Greenhouse team, the presentation shares Jean's experiences leading and growing a customer success team at a startup. Lessons she has learned along the way include knowing when/who to hire, how specializing roles can help your company scale, and the amazing impact that a chat tool can have on customer satisfaction.
Founded in 2012, Greenhouse is a recruiting optimization platform that companies use to build and scale their recruiting processes. Greenhouse has raised over $20 million to date, and has 500+ customers.
Creating a Product Management Team from ScratchJeremy Horn
Slides Bill Gourlay recently used in his discussion w/ mentees of The Product Mentor.
Synopsis: So you've been approached by the board of a business to build a product management team. How do you approach it, what are the challenges, and where are the critical items that will make a difference between success and failure.
The Product Mentor is a program designed to pair Product Mentors and Mentees from around the World, across all industries, from start-up to enterprise, guided by the fundamental goals…Better Decisions. Better Products. Better Product People.
Throughout the program, each mentor leads a conversation in an area of their expertise that is live streamed and available to both mentee and the broader product community.
http://TheProductMentor.com
How do you develop support strategy for a brand new product? How do you decide on building a team for the product that hasn't been built yet? How do you do headcount and staffing if you have no historical data, no benchmarks??
I have faced these questions in my Support leadership roles, and have developed a framework that helps make informed decisions. This framework is useful not only for startups, but for any company that is considering improving their support operations.
Managing the Support Organization through Mergers and AcquisitionsLala Mamedov
Mergers and acquisitions are a fact of life. Chances are, most of us will be through this process several times in our careers, whether on the acquiring or acquired side. The challenges of managing thorough mergers and acquisitions often appear particularly intense for leaders of support organizations. We have to help the support employees stay focused, engaged, and delivering great support to the customers, all while the uncertainty about the future is stressing everybody out. In this presentation, you will gain insights into managing support organizations through mergers and acquisitions that will help you retain employees and customers, and deliver uninterrupted service while organizations, products, tools, and infrastructures are getting integrated. You will walk away with proven practices, checklists, and templates that will make you feel much more in control when the next M&A event comes around.
Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
Premium MEAN Stack Development Solutions for Modern BusinessesSynapseIndia
Stay ahead of the curve with our premium MEAN Stack Development Solutions. Our expert developers utilize MongoDB, Express.js, AngularJS, and Node.js to create modern and responsive web applications. Trust us for cutting-edge solutions that drive your business growth and success.
Know more: https://www.synapseindia.com/technology/mean-stack-development-company.html
Digital Transformation and IT Strategy Toolkit and TemplatesAurelien Domont, MBA
This Digital Transformation and IT Strategy Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants, after more than 5,000 hours of work. It is considered the world's best & most comprehensive Digital Transformation and IT Strategy Toolkit. It includes all the Frameworks, Best Practices & Templates required to successfully undertake the Digital Transformation of your organization and define a robust IT Strategy.
Editable Toolkit to help you reuse our content: 700 Powerpoint slides | 35 Excel sheets | 84 minutes of Video training
This PowerPoint presentation is only a small preview of our Toolkits. For more details, visit www.domontconsulting.com
VAT Registration Outlined In UAE: Benefits and Requirementsuae taxgpt
Vat Registration is a legal obligation for businesses meeting the threshold requirement, helping companies avoid fines and ramifications. Contact now!
https://viralsocialtrends.com/vat-registration-outlined-in-uae/
Kseniya Leshchenko: Shared development support service model as the way to ma...Lviv Startup Club
Kseniya Leshchenko: Shared development support service model as the way to make small projects with small budgets profitable for the company (UA)
Kyiv PMDay 2024 Summer
Website – www.pmday.org
Youtube – https://www.youtube.com/startuplviv
FB – https://www.facebook.com/pmdayconference
3.0 Project 2_ Developing My Brand Identity Kit.pptxtanyjahb
A personal brand exploration presentation summarizes an individual's unique qualities and goals, covering strengths, values, passions, and target audience. It helps individuals understand what makes them stand out, their desired image, and how they aim to achieve it.
Business Valuation Principles for EntrepreneursBen Wann
This insightful presentation is designed to equip entrepreneurs with the essential knowledge and tools needed to accurately value their businesses. Understanding business valuation is crucial for making informed decisions, whether you're seeking investment, planning to sell, or simply want to gauge your company's worth.
Affordable Stationery Printing Services in Jaipur | Navpack n PrintNavpack & Print
Looking for professional printing services in Jaipur? Navpack n Print offers high-quality and affordable stationery printing for all your business needs. Stand out with custom stationery designs and fast turnaround times. Contact us today for a quote!
Memorandum Of Association Constitution of Company.pptseri bangash
www.seribangash.com
A Memorandum of Association (MOA) is a legal document that outlines the fundamental principles and objectives upon which a company operates. It serves as the company's charter or constitution and defines the scope of its activities. Here's a detailed note on the MOA:
Contents of Memorandum of Association:
Name Clause: This clause states the name of the company, which should end with words like "Limited" or "Ltd." for a public limited company and "Private Limited" or "Pvt. Ltd." for a private limited company.
https://seribangash.com/article-of-association-is-legal-doc-of-company/
Registered Office Clause: It specifies the location where the company's registered office is situated. This office is where all official communications and notices are sent.
Objective Clause: This clause delineates the main objectives for which the company is formed. It's important to define these objectives clearly, as the company cannot undertake activities beyond those mentioned in this clause.
www.seribangash.com
Liability Clause: It outlines the extent of liability of the company's members. In the case of companies limited by shares, the liability of members is limited to the amount unpaid on their shares. For companies limited by guarantee, members' liability is limited to the amount they undertake to contribute if the company is wound up.
https://seribangash.com/promotors-is-person-conceived-formation-company/
Capital Clause: This clause specifies the authorized capital of the company, i.e., the maximum amount of share capital the company is authorized to issue. It also mentions the division of this capital into shares and their respective nominal value.
Association Clause: It simply states that the subscribers wish to form a company and agree to become members of it, in accordance with the terms of the MOA.
Importance of Memorandum of Association:
Legal Requirement: The MOA is a legal requirement for the formation of a company. It must be filed with the Registrar of Companies during the incorporation process.
Constitutional Document: It serves as the company's constitutional document, defining its scope, powers, and limitations.
Protection of Members: It protects the interests of the company's members by clearly defining the objectives and limiting their liability.
External Communication: It provides clarity to external parties, such as investors, creditors, and regulatory authorities, regarding the company's objectives and powers.
https://seribangash.com/difference-public-and-private-company-law/
Binding Authority: The company and its members are bound by the provisions of the MOA. Any action taken beyond its scope may be considered ultra vires (beyond the powers) of the company and therefore void.
Amendment of MOA:
While the MOA lays down the company's fundamental principles, it is not entirely immutable. It can be amended, but only under specific circumstances and in compliance with legal procedures. Amendments typically require shareholder
Skye Residences | Extended Stay Residences Near Toronto Airportmarketingjdass
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RMD24 | Debunking the non-endemic revenue myth Marvin Vacquier Droop | First ...BBPMedia1
Marvin neemt je in deze presentatie mee in de voordelen van non-endemic advertising op retail media netwerken. Hij brengt ook de uitdagingen in beeld die de markt op dit moment heeft op het gebied van retail media voor niet-leveranciers.
Retail media wordt gezien als het nieuwe advertising-medium en ook mediabureaus richten massaal retail media-afdelingen op. Merken die niet in de betreffende winkel liggen staan ook nog niet in de rij om op de retail media netwerken te adverteren. Marvin belicht de uitdagingen die er zijn om echt aansluiting te vinden op die markt van non-endemic advertising.
Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
2. Supporting V1: Where do we start?
I cannot tell you how to do it…
I can tell you what questions to ask
2
3. The Four Questions
3
1. What is the
support strategy?
2. What is demand
for support?
4. How can we
preempt customer
issues?
3. How can the
issues be
resolved?
V 1.0
4. Strategy
4
What is the
support strategy?
What is demand
for support?
How can we
preempt customer
issues?
How can the issues
be resolved?
V 1.0
5. Support Strategy
• Why do we do support? What business are we in?
We are in the business of helping our customers achieve full benefit of
using our product, so they can be more productive and successful.
5
6. Our Support Goal
6
Eliminate the reason for the customers to contact us and if they do, rapidly resolve
issues to deliver delight and trust
7. Support Strategy: Choices
Offerings
• Paid?
• Free?
• Entitlements?
• Subscription?
Channels
• Phone?
• e-Case?
• Email?
• Chat?
• Forums?
• Blogs?
• Twitter
SLA
• 7 x 24?
• Time to response?
• Time to resolve?
Agent
sourcing
• Outsource or badged?
• Offshore or onshore?
• WFH?
Rooftop
• Sites?
• Agent distribution?
Partners
• Who owns customer?
• Case handoffs?
• Reporting?
7
STRATEG
Y
8. Support Process
8
A WOW Customer
Experience
Delight!
3. For new issues or customers preferring
assisted help, rapidly resolve their issue
in a manner that creates delight.
When appropriate, educate how to
solve for themselves.
1. Ensure our Products/Services are so easy to use
that it minimizes the need to contact us for issue
resolution.
2. For known issues make it easy for
customers to rapidly find answers
through online channel of their choice
4. Identify root cause and
partner with product and
marketing teams and
to “find once, prevent many”
9. Strategy: KB is the heart of the support system
9
• Knowledge creation is how support is delivered – not an afterthought
• Reward agents for what they share broadly, not just 1:1 with an individual customer
• Focus on proactive and preemptive support rather than reactive
• Allow and enable customers to create and share knowledge
• Accurate, actionable answers available to customers immediately
• Product is continually improved based on the analysis of answer reuse rate
• Few predefined case handoff options for the partners – no custom work
• Focus on proactive and preemptive support rather than reactive
• Solve for speed to publish and immediate product feedback
• Focus on cost-efficiency and scalability
• Leverage (and share) best practices
Guiding Principles
10. Support Model
10
In-Product
Self-Service
Support Site
Community
Agent-Assisted
• Embedded Content
• Plain English language
• Context Sensitive Help
• Support team authored,
professionally reviewed content
• Answers when people need
them
• Enriched by member interaction
• Multimedia FAQs
• People helping people
• Moderated by support agents
• Content transferred into KB
• E-case w/callback or email
•One business day
committed turnaround
• Support delivered in process of
creating knowledge
• Remote support access
as needed
• Self service site: main entry for customer assistance
10
11. Demand
11
What is the
support strategy?
What is demand
for support?
How can we
preempt customer
issues?
How can the issues
be resolved?
V 1.0
12. Support Demand
• Users
• How many users will we have?
• Usually available from Marketing, PM of BusDev
• One to three year model
• Segmentation
• Consumer, SMB or Enterprise?
• What are the customer roles?
• IT, developers, end-users, CFOs, CIOs, small business owners … etc
• What are their expectations of support?
12
14. Use Cases
• What are going to be the top issues?
• Define 20-30 use cases
• What is the probability and impact of each?
• Assign severity
• Contact mechanism per customer role and use case?
14
15. Resolution
15
What is the
support strategy?
What is demand
for support?
How can we
preempt customer
issues?
How can the issues
be resolved?
V 1.0
16. Resolution
People
• What is the skill profile
needed to resolve issues?
• What is support HC
model?
• Who are the SMEs to
train?
• Can we use PD to deliver
support?
Process
• What is the difference
between issues and
incidents?
• What will be the
resolution process?
• Should we use just-in-
case or just-in-time
knowledge creation?
• What listening posts
should we have in place?
• What are the KPIs?
Tools
• What tools do we need in
support of the
workflows?
• How can we effectively
capture and share
knowledge?
• What are the gaps in the
tools availability?
• How can we mitigate the
risk?
17. Support Pyramid
T3: 50%
T2: 40%
T1:10%
T0
T3: 5%
T2: 25%
T1: 70%
T0: Self-Service
Tiered Support - Mature Product Tiered Support – New Product
18. Contacts
• What will be the contact ratio?
• Estimates from benchmarks
• Handle time per case?
• Estimates from simulations
• Time to resolve?
• Estimates from process mapping
• Self-service deflection?
• Estimates from benchmarks
18
19. Headcount Model Assumptions
• Alpha: two cases per tester per week down to one case/week
• Beta: one case per tester per week contact ratio
• Launch: contact ratio from 0.15 to 0.05/mo (three models)
• Processing time 15 min/case in first 2 months, then down to 10
• Available time per agent per day 6.5 hrs
• Not including root cause elimination gains
• Self-service deflection rate 30% going up by 0.01% after first 2
months up to 50%, then slows down
19
21. Staffing Mix
• Resources
• Headcount model driven by product adoption rates, contact ratio, agent
productivity and self-service deflection rates
• Staffing mix driven by Knowledge Base maturity levels
Immature KB Medium KB Maturity Mature KB
Phase 1 Phase 2 Phase 3
Staffing mix:
Permanent co-located
employees, Tier 2 skills, PD
backup
Staffing mix:
Permanent employees, growing
offsite and WFH, Tier 1 and 2
skills
Staffing mix:
Mostly offsite and WFH employees,
mostly Tier1 skills, consider
outsourced support
Product lifecycle and KB maturity levels
22. Resolution
People
• What is the skill profile
needed to resolve issues?
• What is support HC
model?
• Who are the SMEs to
train?
• Can we use PD to deliver
support?
Process
• What is the difference
between issues and
incidents?
• What will be the
resolution process?
• Should we use just-in-
case or just-in-time
knowledge creation?
• What listening posts
should we have in place?
• What are the KPIs?
Tools
• What tools do we need in
support of the
workflows?
• How can we effectively
capture and share
knowledge?
• What are the gaps in the
tools availability?
• How can we mitigate the
risk?
23. Issues vs. Incidents
• An Incident is a problem report from an end-user; it generally describes
the specific symptoms being experienced that may be specific to a
particular environment or setup. Incidents are all about the customer;
they are managed at the Tier 1 level.
• An Issue is the underlying problem that caused the incidents; may
impact more than one customer. Issues are all about the product, and
are managed at Tier 2 level.
• Issues may be resolved by Tier 2 or Tier 3; associated incidents are
closed by Tier 1.
23
26. Listening Posts in Place:
•Member-submitted Incidents
•KB reuse
•Feedback form in product
•KB feedback form
•Internal monitoring
•Usability/FMH sessions
•Partner support teams
•Web analytics
Listening Posts
26
28. KPIs
28
Measurement Goal Jan Feb Trend
Self-service solve rate 25% 15% 20%
Self-service deflection rate 25% 12% 10%
Sat Scores 85% 80% 84%
% of cases within SLA 80% 80% 82%
Average daily backlog 30 20 25
KB maturity level 50% 25% 35%
29. Resolution
People
• What is the skill profile
needed to resolve issues?
• What is support HC
model?
• Who are the SMEs to
train?
• Can we use PD to deliver
support?
Process
• What is the difference
between issues and
incidents?
• What will be the
resolution process?
• Should we use just-in-
case or just-in-time
knowledge creation?
• What listening posts
should we have in place?
• What are the KPIs?
Tools
• What tools do we need in
support of the
workflows?
• How can we effectively
capture and share
knowledge?
• What are the gaps in the
tools availability?
• How can we mitigate the
risk?
32. Preemptive model
32
What is the
support strategy?
What is demand
for support?
How can we
preempt customer
issues?
How can the issues
be resolved?
V 1.0
33. Moving to preemptive model
• Do we understand desired vs. undesired contacts?
• Are we ready to track root cause of every issue?
• Do we have a mechanism to quantify impact per issue?
• What can the product do that we manually do today?
• What can the customers do on their own that we manually do for
them today?
• How can we establish a closed loop process?
33
34. Contact Value Matrix
Simplify & Improve
Underlying
operations
(“I just want to activate
my product”)
Leverage, exploit and
spend more time
(“How do I develop a
profitability report)
Eliminate through
root-cause
analysis
development
(“I’m getting this error
message”)
Automate through
self-help tools &
alerts
(“Can you send me my
monthly statement”)
Value of contact
to Customer
HIGH
(Save money, get
support, get advice)
LOW
(Irritant: No need for
interaction)
ValueofContact
tous
HIGH
(Learn, cut costs,
increase revenue)
LOW
(Do not want the
interaction)
Based on the “Value-Irritant Matrix” from “The Best Service is No Service” by Bill Price & David Jaffe
35. KB Reports
35
Top 5 agent reused answers
Top 5 customer reused answers
HOT: Issues causing most dissatisfaction
38. Tips and Tricks
• Use cases review
• Knowledge contribution events
• Less is more
Clear expectation on resources needed at launch
Knowledge transfer from PD/PM is critical for success
Transition from consumer to enterprise support mindset may be a
challenge
• War room
• Core vs. context
38
39. The Four Questions
39
1. What is the
support strategy?
2. What is demand
for support?
4. How can we
preempt customer
issues?
3. How can the
issues be
resolved?
V 1.0