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Monday 8:00 AM - 2:00 PM — Global Resource Management Seminar ($595)
Monday 8:00 AM - 2:00 PM — Implementing Knowledge-Centered Support ($595)
Billable utilization is the lifeblood of any professional services organization. The standard forces complicating the resource management picture include increasing globalization, shortage of SMEs within PS organizations, CFO pressure to optimize margin from PSOs/speed time to revenue, employee retention and development, and moving to a functional (vs. product) orientation. The current macro-economic situation is driving further complications: PS organizations need to do more with the same or less resources, they are facing hiring freezes, they have little or no room for error relative to financial forecasts, and they are dealing with ensuring alignment of costs (headcount) to forecast demand (revenue). RTM Consulting, with its focus on global resource management (GRM) and just-in-time resourcing, provides PS organizations with a comprehensive methodology to optimize the movement of resources, as well as effectively balance supply of resources with generated demand.
This workshop will provide attendees with:
- An understanding of the global resource management (GRM) process and a comprehensive review of GRM principles
- An explanation on how GRM and just-in-time resourcing can address many of the pressures companies face today
- A foundation on which participants can develop a GRM adoption/execution plan.
About Mark Sloan:
Mark Sloan is COO of RTM Consulting. He is an industry pioneer with respect to defining and deploying global resource management processes. Prior to RTM, Sloan was vice president and general manager, consulting and professional services for Convergys, where he was responsible for overseeing the sale and successful delivery of Convergys' global consulting and implementation services. A leading provider of customer care, employee care, and information management solutions for the communications, finance, healthcare, government, and retail industries, Convergys is a $2.8B firm publicly traded on the NYSE and is a member of both the S&P 500 and Fortune 1000. Prior to joining Convergys, Mark was an executive with Accenture (formerly Andersen Consulting). He spent over a decade with Accenture working across the systems integration, business process reengineering, and strategy practices. Mark held a number of entrepreneurial roles at Accenture that include defining and launching the firm's wireless zone for mobile application development, expanding the firm's MVNO practice including the creation and management of Accenture's MVNO joint venture with WorldCom Wireless and the Sporting News, and holding interim general management responsibilities for a client's services business that he turned around and successfully divested. Mark earned an MBA from the Wharton School at the University of Pennsylvania and a BS in civil engineering from the University of Notre Dame, where he was designated a Notre Dame Scholar. He is a frequent speaker at industry events and has served as an Advisory Board Member for the Technology Professional Services Association (TPSA).
Support organizations are increasingly looking to knowledge management to increase their internal effectiveness and drive more successful customer self-service. Knowledge management initiatives often focus on new technology, but successful implementations are less about technology than they are about the people and process changes they enable. The cornerstone to success is implementing the right practices and aligning the culture with the goals of knowledge sharing and reuse—and then selecting the right technology. In this interactive workshop, you’ll learn industry best practices for knowledge management that have been proven in your peers' support organizations. Based on the industry standard knowledge-centered support, the practical steps to knowledge management success demonstrated in this workshop will give each attendee the tools they need to plan, kick-off, or tune-up a knowledge management initiative in their own organizations.
Attendees will learn the following:
- How to implement a proven best practice for knowledge management
- How to maintain knowledge without slow and expensive review queues
- How to increase internal efficiency and self-service effectiveness
About David Kay:
David Kay is the founder and principal of DB Kay & Associates, a firm that offers support organizations strategic consulting on knowledge management, self-service, feedback management, and collaboration. Customers include IBM, Sun, Intel, Research In Motion, Tektronix, and Cisco. David is co-author of Collective Wisdom: Transforming Support with Knowledge, the first book on knowledge management for technical support. He is an award-winning contributor to best practices in customer support, holds five patents on support technology, and speaks frequently at industry events.
