Updates from HDI Corporate September 2015
Updates from HDI Corporate
September 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.
New Content to Share!
Article: “The Future of Work”
Webcast: “HDI Buyers Guide Live: An ESM Solution Spotlight”
Infographic: “The War for Talent”
New Blog: “Don’t point that finger at me!”
M Content is available to members only (Resources and above)
C
C
C Content is available to community members and above
Article: “How Big Data Will Reinvent the Service Desk” C
FUSION 15 • November 1st – 5th
• New Orleans, LA
2015 HDI Service
Management Award Finalists
• Knowledge-Centered Support Award:
– Apollo Education Group
– TECO Energy Service Desk
– Paychex
• Service Improvement Award:
– Emery Healthcare
– Farm Credit Mid-America
– Spectrum Health
Virtual Chapter Webcast
• Tuesday October 20 @ 11:00 a.m. CST
• Register at
www.thinkhdi.com/topics/library/webinars.aspx
• Desktop Support: Improving the Face of IT
presented by Cay Robertson
Desktop support is often called the Face of IT, and the Service Desk is
the Voice of IT. Like any other business unit, Desktop Support needs to
be as efficient and as effective as possible. Analyzing and improving
the processes behind desktop support can help your organization
optimize your results and customer satisfaction. In this webinar, Cay
Robertson will discuss some of the ways to accomplish process
improvements, and show some year-over-year changes in the HDI
Desktop Support Practices & Salary Report.
Customer Service Week
• October 5 – 9, 2015 Go to: www.csweek.com
• HDI Webinars: all scheduled for 11:00 CST
– October 6 - Superpowers of the Everyday Hero with Rae Ann
Bruno
– October 7 – CEM Meets ITSM with Julie Mohr
– October 8 – Coaching for Customer Service with Mary Cruse
• Register at
www.thinkhdi.com/topics/library/webinars.aspx
• September through November:
– Opening Call for Nominations
• November 15, 2015
– Regina LCO - Nominations Close
• November/December:
– Local judging and local award ceremonies take place
• December Local Chapter Meeting:
– Local winners announced
– Name forwarded to Regional Directors
• January:
– Regional judging takes place
• January 31st:
– Regional winners given to HDI Global
• February:
– Regional winners are contacted by HDI Global regarding HDI Annual Conference schedule
and personal interview schedule
• February/March:
– Regional directors make sure travel arrangements and hotel reservations for regional
winners is complete
• April 12 – 15, 2016:
– Regional winners attend HDI Annual Conference 2016 in Orlando
Florida
AoY and DSToY Timeline
HDI Awards
http://www.thinkhdi.com/membership/awards.aspx
September 2015
Executive Board
• President – Yvonne Harrison, CGI
• VP Programs – Son Lu, Gembadesk
• VP Communications – Shannon Waugh, Agrius
• VP Membership – Donna Anderson, eHealth Saskatchewan
• VP Finance – Ian Durey, Gembadesk
• VP Content Management – Claudia Parnell, Central Services
• VP Sponsorship – Derek Pollock, MicroAge
• Secretary – Victoria Billet, ISM Canada
• Member at Large – Shannon Reavley, Central Services
Upcoming Dates
Book your calendars now:
• Thursday November 5 –
'Navigating gender in the workplace’ with Kristin Kurarna Gates, Director Marketing & Mobile Strategy, ISM Canada
• November 15 – – deadline for AoY and DSToY Awards
• Wednesday December 2 –
AoY / DSToY Awards presentation / holiday fun
Everyday Heroes
• Share your story with us!!
• Share your challenges or program ideas
and we’ll work to find a speaker.
Survey & Parking Passes
• Please fill out the survey form
• Parking passes for the parkade are located at
the sign in table, please help yourself
Journey of Continuous
Process Improvement
Sep 30, 2015
About WCB
• Insurance Company
– Protect Employers from lawsuits
– Guarantee benefits & programs to injured workers
– Funded entirely by Employer premiums
• Workplace Safety & Injury Prevention
– Mission Zero
– Partnerships: • WorkSafe Saskatchewan & Safe Saskatchewan
Process Improvement Journey
• Mid 1990’s-2000 – Re-engineering
• 2012 - Process Improvement Department
• 2013 - 14: Framework & Methodology
Project Management Framework
Business Transformation Office
Methodology for Process Improvement Events
• Late 2014 - Daily Continuous Improvement
• 2015 – Continuous Improvement Management System
Process Improvement Journey
• Why Improve
• Methodology for Process Improvement
Events
– Successes
– Challenges
• Culture Transformation
Injury Rates
Average Premium Rate
Why Improve
• Changing customer expectations
• New Claims Management System
– Old process, new system
– Frustration
Process Improvement Events
• Example…
– Time from First
Earnings Loss
Date to First
Wage Loss
Payment
67% 69% 64%
33% 25%
0%
10%
20%
30%
40%
50%
60%
70%
80%
2009 2010 2011 2012 2013
Time to First
Methodology
Successes
• Problems exposed
• Backlogs eliminated
• Time to First increasing
• Communication
– Between departments
– Working with Employers
to improve injury
reporting process
67% 69% 64%
33%
25% 30%
44%
0%
10%
20%
30%
40%
50%
60%
70%
80%
Time to First
Challenges
• People/Culture
– Not change ready
– Manager vs. Leader
• Discipline to Implement
– Monitor & Control
– Sustain
– Standard Work
Daily Continuous
Improvement
“We are what we repeatedly do. Excellence, then, is not an act but habit.”
– Aristotle
Daily Continuous Improvement
• First developed in one Department –
Improvement Model Unit
• Elements:
– Key Visual Metrics
– Visual Board
– Team Huddles
– Problem Solving/Improvement Ideas
– Leader Standard Work
Daily Continuous Improvement
• Key Visual Metrics
– What is important?
– How do you know you are serving well?
– Expected vs Actual
Daily Continuous Improvement
• Visual Board
– Status at a glance
• Green/Yellow/Red
– See customer
experience
– Quick data collection
Daily Continuous Improvement
• Team Huddles
– Focus
– Team Building
– Communication
– Celebration
Daily Continuous Improvement
• Problem Solving
– Improvement Ideas
– Out of the box thinking
– Track & prioritize ideas
– Scientific Problem Solving
– Plan, Do, Study, Adjust
Idea Cards
Daily Continuous Improvement Leaders standard work should be layered
(developed) from the bottom up
Supervisors (80% Standard Work) Maintain production and
ensure standard work is followed
Managers (50% Standard Work) Monitor and support supervisors in their ability to
carry out their standard work
Directors (25% Standard Work) Monitor and support managers in their ability
to carry out their standard work
Executives (10% Standard Work) Time on the floor to verify the chain of standard work is
upheld and production process is stable and improving
• Leader
Standard
Work
Daily Continuous Improvement
• Successes so far in the Model Unit…
– Medical Accounts paying 98% of Care
Providers within 30 days (23% in January)
– Weekly team meetings eliminated, meetings
reduced
– Managers/Supervisors facilitating
improvement daily
Now what?
• “Spread” the learning from our “daily
continuous improvement” implementation
to all teams
• Advance the practice of “scientific thinking”
in problem solving
• Continue developing the Management
System within the original “Improvement
Model Unit”
Summary
• Our journey to excellence is only
beginning…
– From infrequent improvement events to daily
improvements
– Focus on the customer
– Safety & Improvement are becoming a habit
Implementing Continuous
Improvement
Into our Support Services
Team
WCB ITS Department
Support & QA Services
• Service Desk
• IT Procurement
• Security Administration
• Computer Room Operations
• Business Support Analyst
• Measurement
Daily Huddles
• Every morning
at 8:15
• Discuss idea’s,
metrics,
successes,
challenges
Metrics
• Monthly stats
• Weekly stats
• Tickets logged
• Phone stats
• Continue to
search for better
metrics
Thought of the day
• Motivational
• Rotated amongst
team
• Always on the board
• Changes regularly
Idea Generation
• Ideas are generated daily
• All ideas are heard
• Ideas recorded on idea cards
• Track number of idea’s implemented … it’s
cause for celebration
• Ideas are intended to improve day to day
work and remove challenges
Work Assignments
• Area of board for
general info
• Who is on what
rotating task
• Huddle info
• Parking lot info
Summary
• Has been well received
• Have made a lot of improvements since
we started
• Occasionally use the time for “stretch time”
which is always great
• Great way to stay connected as a team
• Opportunities to understand challenges