Details:
In a recent survey completed by Kepner-Tregoe (KT) with 375 senior managers, over 75% of those questioned pinpointed two areas being key to restoring business success in the aftermath of the recession – "Differentiation and Implementation".

By attending this Webcast you can find out more about how businesses will be re-thinking their strategy in this post-recessionary environment. You can also hear more on how Kepner-Tregoe can help you to identify, prioritise and implement the set of initiatives that will allow your strategy to be realised.

Takeaways:
You will see how KT's approach to strategy formulation and implementation will allow you to:

• Understand the power of having a clear business strategy
• Frame your strategy within the context of your external environment
• Understand and exploit your organisations "DNA" to help you create value for the customer
• Use Driving Force® thinking to determine the nature and direction of your organisation
• Identify, prioritise and implement the set of initiatives that will allow your strategy to be realised

Grand Winner - Operational Excellence

BJC Healthcare

BJC's systematic tactical and strategic implementation of KT's processes, led by senior management in an implementation throughout the organization, had a net positive impact of more than $16m saved.

Winner, Single Use of Process

Kaiser Permanente

Kaiser Permanente's project was designed to ensure the comprehensive capturing of all services provided at an owned hospital. KT Business Process Mapping and KT Project Management were combined to create a system which ensures that charges and supporting medical documentation are captured at the right point in the overall process, eliminating missed charges and additional work down stream in the process. The result: an estimated $85M increase in additional charges captured over the prior year - an increase solely attributed to enhanced business processes.

The work done in these companies is an example of the power of rational process, and the value that those who use it bring to their organizations. From all of us at KT to all who worked on the winning projects, many congratulations on your achievements - and congratulations too to all our clients who have improved the operation of their businesses through the application of rational process tools.

Please select from the following locations to download a brochure (pdf) about our public workshops or view schedules online.

Onsite training is also available in these and other locations.

North American Workshops (pdf)

European Workshops (pdf)

Other Languages / Locations:
German (pdf, in German)
Dutch (pdf, in Dutch)

Australia and New Zealand

Problem Solving and Decision Making workshops (pdf)
Project Management (pdf)
LEAN Workshops (pdf)

South East Asia (Workshops in Malaysia, Singapore, Taiwan, Thailand)

All 2010 South East Asia Workshops (pdf)

Problem Solving & Decision Making Workshops (pdf)
Project Management Workshops (pdf)
Analytic Troubleshooting (pdf)
Incident Mapping (pdf)
Problem Solving & Decision Making For Investigations & CAPA (pdf)
Managing People in Projects (pdf)
Managing Strategic Responsibilities  (pdf)

Reducing Operator Error

View Schedule and Register

We are pleased to announce a new workshop which takes the mystery out of managing people. Understand why your people are not doing what you expect them to do and learn how to "engineer" the human performance system to align performance for success. You need not be a natural people person to cause extraordinary results from ordinary people. This workshop will take you through a detailed understanding of how the human performance system, like any other is critical in managing your most valuable asset. We will show real life examples on what causes people to "do what they do", along with group work, case studies and valuable take-a-ways to implement into your organization. Perfect for leadership teams, supervisors and managers.

Influence behavior. Reduce Operator Error.

LIVE Webcast

Event Date and Time: Wednesday October 14, 2009
North America: 10:00 AM Eastern Daylight Time
Europe: 3:00 PM British Summer Time
4 PM Central European Summer Time

Service Business at a Crossroad?

Details: If Service and Support in the US is a $125 billion industry, what piece of the pie is yours and what is your potential for growth? The environment for this high growth industry is very turbulent. Flat or shrinking revenue, increasing complexity and multi-vendor issues drive up costs and expend resources. If you want to survive and grow, you need a sound strategy. A service strategy guides choices that determine the nature and direction of your service organization. It is not a single decision. A strategy is a cluster of decisions that have different variables but meld into a coherent whole. No decisions are more far reaching, or have a greater impact on your organization than those made in formulating a strategy.

Register

"If you've read the ITIL Library, you'll know that 'Kepner-Tregoe' methods are the recommended best practices for client and problem management This alliance is about bringing forward a set of off the shelf and custom training solutions that will enable IT Organizations looking to align their current client and problem management practices with the best practices outlined in the ITIL� stated Rick Lemieux, VP of Sales & marketing at itSM Solutions.

This alliance joins the power of high quality, consistent processes with a consistent ITIL Service Strategy framework for driving customer results. These joint solutions provide businesses with the ability to successfully achieve increased customer satisfaction, company growth, reduced operational costs and improvement of the overall organizational service quality. Together, these results can be monitored and measured. The integration of these world-class solutions will assist businesses achieve significant and rapid results across a global marketplace

"KT and itSM Solutions have each led fundamental transformations in their own market - KT's innovation in Service Value Management methodologies and itSM Solutions' IT Service Management training suite," said Christoph Goldenstern, KT global vice president and partner for Service Excellence. "By combining our unique strengths, KT and itSM Solutions will accelerate the delivery of integrated business and service management solutions - delivering to our customers a higher-quality user experience, with greater reliability and lower total cost of ownership. That's where we can make a real difference."

David Drew, Global Director of Marketing at Kepner-Tregoe stated: "This is a truly innovative combination of KT's long-proven issue resolution techiques with best-in-class application development. The result of this integration is a tool which enables the increasingly rapid resolution of customer issues, providing the user with a source of sustainable competitive advantage. This reflects KT's strategy firstly in innovatively delivering our core Rational Process technology to users through new market channels, media and platforms, and secondly in working with IT SM leaders to transform their service functions into generators of value for their organisation."

The alliance is across multiple countries and encompasses distribution, technology and co-marketing efforts.

Kepner Tregoe, Inc. and itSM Solutions: KT-Knowledge Management Solutions Both Kepner Tregoe, Inc. and itSM Solutions have revolutionized how customers and businesses improve their Business Service Operations, including Problem Management, Incident Management, Knowledge Management, and Configuration Management applications. itSM Solutions® is a content development company specializing in developing value based training programs that help IT organizations acquire the knowledge and skills to create, integrate and operate ITSM programs.

Live Webcast: Reducing Operator Error Increases ROI
Presentation 30 minutes, Q&A 15 minutes
There is no charge for this webcast

Details: Recognizing the Performance System
Every employee, team, or workgroup operates within a performance system. Its drivers may or may not be visible; the system may be structured into work processes and systems, or may be based on informal, tacitly accepted expectations. Nonetheless, a performance system is in place. The ROE Performance System model provides the framework for understanding performance and a set of skills that helps leadership and managers deliberately analyze, improve, and align drivers that influence performance. This model takes the mystery out of understanding why your people are not doing what you expect them to do and helps leadership and managers understand how to "engineer" the human performance system to align performance for success.

Webcast Recording from September 29, 2009.

KT Resolve Coaching Workshop

We are introducing a new workshop to the current schedule for KT.

The KT Coaching Workshop is a 5 day workshop equipping the coaches to:

• Recognize components of effective troubleshooting behaviour
• Analyze individual and team performance
• Identify gaps in the troubleshooting system
• dentify gaps in problem solving skills
• Provide effective, pinpointed feedback about individual performance
• Give coaching tailored to the individual's style and needs

WHO SHOULD ATTEND
Anyone involved in behaviour change management implementing KT processes. Those implementing KT PSDM, ATS and KT Resolve methods.

Date: 23^rd - 27^th November 2009

Location: Hayley Conference Centre, Windsor, UK

Price: £4,260

Keith Sutherland, member from the Heartand LIG at which Christoph spoke at last week said about his presentation:

Kepner-Tregoe made a presentation on "Problem and Incident Management" for the Heartland LIG in June. It was outstanding, addressed ITIL V3 and incorporated an actual Case Study. They also have an associated workshop to support the concepts they presented. I strongly endorse their presentation for your LIG"

Christoph will also be speaking at the Huntsville, AL LIG on 12 August 2009.

Christoph Goldenstern will talk about the origin of Kepner-Tregoe's processes and their role in Incident and Problem Management. He will explain implementation objectives and requirements in improving customer service performance and overview results achieved with KT's clients (IBM, Research In Motion, Sun and others). A demonstration of Problem Management with a case study will then be held and concluded with a question and answer session.

To attend the session in Huntsville, AL on 12 August 2009 or in San Francisco on 20 August, contact Kepner-Tregoe.

KT pleased to announce the winners of the 2008 International Rational Process Achievement Awards. Winning entries were submitted from the Netherlands, Malaysia, the U.S., and Canada.

Grand Winner for Organizational Use of Process

UMS/TetraNed

Tetraned demonstrated excellence in building mutual trust & understanding within a customer - supplier relationship by executing KT problem solving methodology skills.

Grand Winner for Single Use of Process

BlueScope Steel 

Winners

Johnson Controls

RIM

Tokyo Electron

itSMF International Website

Christoph Goldenstern will talk about the origin of Kepner-Tregoe's processes and their role in Incident and Problem Management. He will explain implementation objectives and requirements in improving customer service performance and overview results achieved with KT's clients (IBM, Research In Motion, Sun and others). A demonstration of Problem Management with a case study will then be held and concluded with a question and answer session. To attend the session on 12 August 2009, contact Kepner-Tregoe.

REGISTER:  http://www.kepner-tregoe.com/WebCasts/webcasts.cfm?ID=90

Reducing Operator Error. Increases ROI

Recognizing the Performance System.

"The fact is that the system that people work in and the interaction with people may account for 90 or 95 percent of performance."  W. Edwards Deming.

Christoph Goldenstern will talk about the origin of Kepner-Tregoe's processes and their role in Incident and Problem Management. He will explain implementation objectives and requirements in improving customer service performance and overview results achieved with KT's clients (IBM, Research In Motion, Sun and others). A process demonstration with a case study will then be held and concluded with a question and answer session.

To attend the session on 10 June, contact Kepner-Tregoe.

KT will discuss a new approach to Service Value Management.

To view a 2 minute presentation describing this webcast, click here.

Webcast is scheduled in 3 different time zones to accommodate North American, European and South East Asia attendees.  Please see our schedule on a webcast page: http://www.kepner-tregoe.com/WebCasts/index.cfm

On 12 May and 14 May respectively, Christoph Goldenstern, VP Technology Practice, will be addressing the Northern California and New York Local Interest Groups on "Implementing Incident and Problem Management for Measurable Results". Details of these events can be found on the following links.

http://itsmfny.com/

http://www.norcalitsm.com/meetings.htm

Christoph Goldenstern will talk about the origin of Kepner-Tregoe's processes and their role in Incident and Problem Management. He will explain implementation objectives and requirements in improving customer service performance and overview results achieved with KT's clients (IBM, Research In Motion, Sun and others). A process demonstration with a case study will then be held and concluded with a question and answer session.

To attend one of these sessions, contact Kepner-Tregoe.

Project Management and knowing when to start with managing the outage project is one of the most important ingredients for a successful outage.

Gijs Verrest and Ted Lemmers, two of KT's consultants are going to host a half day interactive workshop on setting up for a successful outage on the 7th Annual Operational Outages for Power Generation 2009 on the 22nd kicking off this event in Madrid, Spain

As a member of the KT community, you are invited to donate a free subscription to your local school or any school in the US or Canada. A subscription is normally $299/year. It allows schools full access to the site and the opportunity to use its online resources with as many students as they like.