| Six Sigma Help Desks: Optimize Your Help Desk 2-day course, $1,695  |
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Overview
To the uninitiated, managing a help desk might look simple: All you have to do is pick up the phone and talk, right? In reality, these organizations are quite complex -- sometimes almost unwieldy. They most certainly require planning and hard work to perform satisfactorily. Applying a proactive and all-encompassing approach to management can help to ensure that your help desk organization performs optimally, even as the business environment we operate in continues to change.
This training course provides an approach to help desk design that can radically simplify your organization and set the stage for orderly growth and expansion. You will learn a complete set of help desk solutions, from agent training to queuing theory and everything in between. You will gain full knowledge on how to prepare a metric blueprint and a metric dashboard, and many other tools and skills that will allow you to optimize your organization.
By participating in this seminar you'll learn:
Help Desk Design and Reengineering Issues
Use a proactive method for designing or reengineering your help desk. A focus
on design yields optimum performance, cost, and delivery. The principles
and concepts that make this approach work also provide the flexibility for
future changes. You will study the science behind effective help desks so
that causal relationships are clearly understood and anticipated. Since help
desks must function in a business climate of rapid change, this training
class will teach you how to design a robust center that will support these
changes. Particular topics covered will include understanding business life
cycles and the phases of the S-curve.
Six Sigma in Help Desks
You will learn what Six Sigma design is, and how to apply it in help desks.
You will not be overwhelmed with baffling rules, frustrating formulas, and
confusing tables that may be useful only in theory. Instead, you will discover
the proper tools to use at the right time to achieve maximum benefit. This
class cuts straight to designing for six sigma results and an optimized help
desk.
Effective SLAs - Development and Use
Understand the multi-dimensional aspect of service level agreements. Learn
where SLAs must be used and how to set them. You will study the strategic
impact of SLAs and how they affect every person in your center.
Strategic Help Desk Engineering and Reengineering
Having the latest, greatest, state-of-the-art equipment does not guarantee
an effective center. This class will give you additional tools and techniques
for developing the process sequence, setting targets, leveraging technology,
and much more. You will learn to use factoring to organize your processes,
services, and products to eliminate problems. Operational and support roles
will be defined so that the help desk will function like a great team.
Setting Up an Effective Communication System
Communication within the help desk is key. Our focus will be on a set of
defined terms to clarify communication between team members. We will introduce
tools that will provide a shared graphic language for a high performance
knowledge dissemination system.
Improvement Implementation Strategy
Putting all the pieces together is the ultimate challenge. You will take
away a plan that allows you to answer the question, "How do I get started?"
We will outline reasonable expectations for every step in the journey to
an effective help desk.
Optimizing Your Help Desk
Learn the latest tactical process engineering methods for providing the very
best performance, while reducing cost, and minimizing wait time.
Calculating the correct staffing requirements, staff development training,
and proper deployment of resources will be covered.
Agenda
Day 1: Concepts, Issues, and Philosophy
The four roadblocks to improvement and how to break through them
The difference between efficient help desks and effective help desks
- The four traits of an effective help desk
- Which two must be designed into the help desk
The methodology for help desk and help desk simplification and optimization
Why technology has not solved your help desk’s problems
Life cycle and its impact
- What it is
- What has happened over time
- The s-curve
Management science - details of queuing science and metrics
Effective SLAs
- The multidimensional aspect of service level agreements. Clear, concise, and usable definition of the term and how to put it into practice
- The impact of properly built and communicated SLAs
- Building strategic SLAs for your organization
- The tactical and strategic importance of SLAs, and how to implement them at your center
- Keeping SLAs current
- How and where to use SLAs in metrics
Process Management Principles that provide a “True North” for operations
- First Principle – Product Process
- Second Principle – Decision-making (policy, strategy, tactics), Division of Labor and metric support for decisions
- Third Principle – Correct, Consistent, and Capable for Design, Improvement, and Sustainment
Day 2: Design, Engineering, and Reengineering
How to design or reengineer your help desk
- Defining management, supervisory, and agent roles and responsibilities
- Providing the tools required for each function
- Design approach for process design and script writing
- Developing SLAs that work
- Metrics, targets, tolerances, and specifications
- Process design and dependency development
- Key metric development
Advanced design and engineering
- Building, using, and understanding express lanes
- help desk process segmentation
- The art of designing an effective triage
Building a knowledge dissemination system
- The six tiers of knowledge for running an effective help desk operation
- Building the metric blueprint and identifying key metrics
- Building the dependency diagram with factor tables and target settings
- Metric status reports
- Quick auditing tools and methods to assess correctness, consistency, and capability
- Strategic and tactical process viewer
Building a strategic plan for maintaining an optimal center
- Tools and methods for determining the correct staffing requirements
- Staff development for managers, supervisors, and agents
- Queuing theory and wait time optimization
- Tactical allocation of resources
- Effective Grouping strategies
Implementation strategy
Registration
Fees
The per student registration fee for this seminar is $1,695, and includes
the seminar, course materials, and refreshments.
Class begins at 9:00 AM and ends at 5:00 PM each day. Please arrive at 8:00 the first day to sign-in and meet fellow attendees.
To register, click on the "Book Now" button or please call (708) 246-0320
Seminar Schedule
| Nov 20-21 | Atlanta, GA | Sheraton
( ) |
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| Dec 4-5 | McLean, VA | Regus Training Center
() |
This class runs back-to-back with:
| Help Desk Metrics, Data Analysis, & Reporting |
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| and | |
| Call Center Manager Certification | |
Click here to learn about
,
dates & locations
Payment is due prior to the seminar, including payment on purchase orders. If payment is not received, a credit card hold will be required for participation. This card will only be processed if payment has not been received within two weeks following the conference.
Cancellation Policy. Registrants may cancel up to ten business days in advance of the seminar start date for a full refund, less administrative fees of $400. Or, you may transfer your registration to another date or member of your company at no additional charge. Please notify us as soon as possible. Registrants cancelling within fourteen days of the seminar will receive credit, less administrative fees of $400, toward any other Resource Center seminar. In the unlikely event that a seminar must be cancelled, you will be notified at least one week prior to the seminar date. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares.
Agenda, course dates, and locations are subject to
change.
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