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The Learning Revolution

Un nouvel environnement pour la résolution de problèmes et un nouveau défi pour la formation expérientielle.  

 

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L’amélioration n’est pas un problème de culture

Si nous pensons à la culture comme un ensemble de comportements, de pratiques et d'idées partagés par une communauté ou un groupe défini de personnes, chaque société a sa propre culture. Il est naturel de penser que nos efforts d'amélioration seront impossibles (voir inutiles) si nous les posons en termes de "changement de culture."    

 

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Why not teach KT skills to kids?
Catégories: -Développement des Ressources Humaines et du Leader- -ATS- -BPI- -Capability Development Implementation Support-

Kepner-Tregoe founder, Ben Tregoe, was constantly asked by the Program Leaders who were certified to teach Problem Solving & Decision Making workshops, "Why aren't they teaching these skills in our schools?” In keeping with his lifelong belief that if you teach a man to fish, you feed him for a lifetime, Ben agreed. Teachers make a lasting impression on their students.  Invariably when a successful person names the most influential people in their lives, among them is a teacher or professor.

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A core element in the reduction of IT related business risks
Catégories: -Service Client et Support Informatique-

Reducing the risk in IT operations is critical to the stability of the IT Infrastructure - and the delivery of business. Reducing the time for the restoration of IT service in a structured manner, with transparent decisions being made by IT support and the business is time critical. Finding the root causes of a service interruption in a shorter time minimises the business risk from re-occurrence. Learn and practice the tools which help support staff think correctly under pressure. This course will prepare you for a life of structured and transparent Incident Management and Problem Management, and you can prove your understanding of the ITP Foundation Plus workshop by taking the ISEB Foundation Examination in KT ITSM Problem & Incident Management.
 

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Ensure your team's in winning form for the new financial year
Catégories: -Développement des Ressources Humaines et du Leader- -Opérations-

Don't let External Forces Slow You Down!
With slowdowns expected in the major economies around the world, the ability to navigate through these troubled times is critical to survival.
A clear mind coupled with rational thinking processes offers the best opportunity to break away from the pack and emerge a winner.

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Enhanced Troubleshooting: KT and Six Sigma
Catégories: -Opérations-

Six Sigma is about “Common Cause” problems, where factors inherent to the product or the process cause deviations over time. Think of any machine—all machines produce heat and all machines vibrate.  And over time, that heat will eventually dry out and crack the seals and gaskets, and the vibration will eventually work all the bolts loose. This is just in the nature of things—inherent variation.  Six Sigma attempts to isolate those inherent sources of variation, and to reduce them.

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Customer Service needs Leadership
Catégories: -Service Client et Support Informatique-

Christoph Goldenstern, Global Vice President and Principal with Kepner-Tregoe, explores the concept of Customer Lifetime-Value a bit further

Leadership is what makes it all happen. By that I do not mean the day-to-day execution of plans, projects or budgets (that’s management), but the ability to provide a vision and then create an environment in which teams collaborate to make that vision a reality.

In this context, Service Leaders need to be able to do 3 things: Assess the Current State, Define the Future, Lead the Business Alignment

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Avoiding the Pitfalls of Business Process Improvement
Catégories: -Opérations-

While most organizations take a structured approach to their BPI investment, they fail to carefully manage the steps along the way. Selecting the right BPI project and involving the right people provides a foundation for BPI success.

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Continuous Improvement: Designing Step Change Intervention
Catégories: -Opérations-

When an organization needs to act quickly to ramp up production, reduce costs, or meet other extraordinary changes or goals, Kepner-Tregoe (KT) has developed a process approach for targeted, sustainable change. This effective three-phase model (diagnose—implement—sustain) is a powerful intervention that moves beyond the incremental improvements of CI to target and achieve specific, dramatic improvement

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Manufacturing Excellence: When Continuous Improvement Falls Short
Catégories: -Opérations-

Kepner-Tregoe (KT) has developed both a philosophy and practical project model to enable organizations to address extraordinary threats and opportunities. This is achieved by moving beyond CI with an intervention that focuses on extraordinary, sustainable change.  KT Step Change is a robust three phase model (Diagnose — Implement — Sustain) which guides an organization through assessing the potential for improvement, selecting and scheduling the optimal project mix, and then making sustainable changes to operational practices, processes, procedures and performance expectations.

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