Meeting Minutes from
Monthly NorthCoast Chapter HDI Meeting
Date: 10/20/04
I. Welcome
a) Welcome given by – Pat Albright
II. Introduction of Host Company
a) Introduction by – Brent Heyneman
b) Host Company – Lubrizol
c) Spokesperson for Host Company – Logan Asari
d) Information about Host Company given at meeting –
Logan shared with us a story about being at the airport, and someone had a
Blackberry hand-held device. They called the Help Desk, and asked how to turn
the device OFF. We are creating an environment where computers are always on.
Some devices do not even have an OFF button.
Lubrizol has recently acquired Noveon. (Kyle Perry, past President is from
Noveon)
Chapter Business
A) Officer’s Reports
1) President’s Report – Pat Albright
a) Help Desk Analyst of the Year committee – Nominations are now
closed. We had 10 nominations, and things are progressing well.
b) Our chapter survey – Lubrizol and Denise Morgan are hosting a chapter
survey for us on the Zoomerang website. So far, we have had 53 hits,
and 33 responses. The survey will remain open until the end of
business day on Monday, 11/1/04. We will be sharing the results of the
survey with the membership at the November meeting.
2) VP of Programs Report – Brent Heyneman
a) Upcoming Meetings:
November, 2004 – The host company for this meeting is Steris. The
speaker is Bill Auvill, Owner of FrontRange Solutions. The topic will be
“How do you incent and motivate your Help Desk team.”
December – Holiday Planning Meeting at Sleepy Hollow Golf Course.
Many thanks to Denise Morgan and Lubrizol for creating and hosting the
new member survey. A plaque was presented to Denise for hosting
today’s meeting.
3) VP of Membership – Denise Morgan
a) Today’s Attendance:
(1) Companies - 20
(2) Members - 25
(3) Visitors - 6
(4) Total Attendance – 31
Vikki Jansen has been assisting Denise with the Membership
responsibilities, and she will be moving to Houston Texas soon. If anyone
is interested in becoming the assistant to the VP of Membership, let Denise
know.
Thanks to Vikki for all of her assistance with our local chapter!
4) VP of Finance – Lynn Susi
VP of Finance Report
As of 9/30/04
Draft Savings Account
Beginning Balance
$3,692.04
Income
4.23
Expenses
0.00
Ending Balance
$3,696.27
Draft Checking Account
Beginning Balance
$253.21
Income
130.00
Expenses
46.33
Ending Balance
$336.88
Summary of Account
Draft Savings Account $3,696.27
Draft Checking Accoung 336.88
Grand Total
$4,033.15
5) VP of Communications – Tammy Zadell
a) Emails sent to the membership:
- Link to last month’s meeting minutes.
- Link to the newsletter.
- Link to our new annual survey.
b) Please let Tammy know if anyone is not receiving emails and should.
6) Newsletter Editor – Aggie Maas
a) Please let Aggie know if you would like to contribute anything to the
monthly newsletter. Events, job openings, share experiences with
others etc.
7) Librarian – Rita Brocco
Today’s featured book – “Fish” – A motivational book on how any type
work can be fun if you "choose your attitude, make someones day, play
and be present" each day.
The book was written by Stephen Lundin, Ph.D, Harry Paul, and John
Christensen. It was written about Pike's Fish Place in Seattle, Washington.
It is a place that sells fresh fish and employees toss cold, wet, slimy fish
every day to earn a living, and they have learned how to have fun doing
this most difficult job.
HDI Focus Books:
- Using service skills and metrics to improve performance
- ROI on training
IV) Other topics
a) Bristol West – Looking for a Heat Administrator with a background in
SQL administration. Logon to their website at Bristolwest.com for
details about the position.
b) Benchmarking / Metrics group --- Contact Tammy Zadell or George
Reichert if interested in sharing your metrics and participating in a
benchmarking group. (tzadell@parker.com or greichert@parker.com)
c) Blaine Coleman wants to talk to anyone else who’s company is ISO
certified – Progressive said they are.
d) At the November Steris meeting, if you are interested in seeing a tour of
their Help Desk, you will need to RSVP because badges with pictures
will need to be made ahead of time. Information on how to RSVP for
this will be included in the next email to the membership.
V) Today’s Presentation
There is a special meeting survey today ---- Today’s survey includes a decision we need
to make now on what National HDI speaker/topic we would like to have for a meeting
next year.
a) Name of Speaker – Patricia Schwarber
b) Name of Speaker’s Company – Kepner-Tregoe
c) Speaker’s Topic – Service Desk Quality and First Call Resolution - The Problem
Solving Process
Highlights from Speaker’s Presentation
- Mission Critical Support – Help Desk Analysts are considered mission critical.
They need tools to solve problems.
The Seven Rules of Mission Critical Support
Why do customers escalate issues?
The real problem is not being addressed
Rule #1 - Support the customer
Quality of support is not consistent
Rule #2 - Deliver consistently
(Build consistency by building processes)
Status of the problem is unknown
Rule #3 - Guide the customer
Problem is not being solved
Rule #4 - Troubleshoot incisively
Taking too long to fix the problem
Rule #5 - Be fast - Established processes help you to work faster
I want a permanent fix, not a workaround
Rule #6 - Prove it – prove your solutions
Why am I getting problems at all?
Rule #7 - Get ahead of the curve
Typical Support Organization Issues
Major incidents managed poorly
Incidents managed inconsistently
Poor communication with users / colleagues
Problems recur / take too long to fix
Backlog too big and growing
Poor call handover
Escalation process not followed
Decreasing customer satisfaction
Typical Support Organization Needs
- Effective, consistent, practical troubleshooting of customer incidents
“A well described problem is half solved.” – Sherlock Holmes
- Incident and Problem Management processes that require/reflect this more
effective troubleshooting
- A work environment that encourages and enables managers and analysts to
deliver this improved performance
- Look at the support environment for what is causing any performance issues.
SPRC
S – Situation
What are the standards? What are the measurements?
Do you have the resources?
P – Performer
Do you have the knowledge/skill to do it?
R – Response
What is the response you are getting?
C – Consequences (positive and negative / immediate and delayed)
Are you providing positive consequences for negative behavior?
F B = Feedback
Is the feedback specific? Is it accurate? Is it performance-driven?
What is the process?
- Adaptive action – Learn to live with it – MOST EXPENSIVE
- Interim action – Short-term measure to minimize effects
(how often do you go back and work on a permanent solution to these?)
- Corrective action – Remove cause permanently
KT Process Flow (KT - Kepner Tregoe)
- Situation Appraisal – Clarify the issue, prioritize, plan next steps
What’s going on? How can we help? Where should we start?
What’s the right thinking process?
Priorities - consider three factors:
seriousness / urgency / potential growth of issue
- Problem Analysis - Search for cause – (past)
What are the facts?
What could cause it?
What makes sense?
How to confirm?
- Decision Analysis – Choices
What are the objectives?
Most people gather input on choices first, before determining the
objectives. Get agreement on the objectives first, then the choices
become more apparent.
What are the options?
What are the risks?
What’s the decision?
Three most important questions for critical thinking
What is the most significant thing you’re trying to accomplish?
What are your choices?
What is the downside risk?
TODAY’S SURVEY WINNER – Ron Muhlberg from FrontRange Solutions