HDI Capital Area and Corporate Updates & Improving Quality Management Presentation September 2015

Welcome!(Updates(from(HDI(Corporate(and((HDI(Capital(Area(Local(Chapter(

(September 18, 2015

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!

•  Your Road to BIG Savings!

Starting August 1, all Professional level memberships (new and renewals) will be available for only $295. Learn more at ThinkHDI.com/Membership.

Not a Member? Join Today!

Become a Professional member for just $295! Get more benefits to ensure your professional growth today. Enjoy benefits like: •  Attend local chapter and vChapter meetings •  Access to HDI Practices and Salary Reports •  Discounts on HDI Conferences, Events and Training •  Apply for HDI awards •  And much more!

Learn more at www.ThinkHDI.com/Join

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.

HDI Forum Update

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

Thank You HDI CA 2015 Sponsors!!

Today’s speaker

Improving Quality Management

Troy White, World Bank

Improving*Quality*Management**

Transla5ng*Feedback*into*Ac5onable*

Data*

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

[email protected]

twhite1

@MrWhiteSaysThis