CSSP Meeting Handouts

August 2010
Cornerstones to the Cutter & Buck Service Culture - Ann Loomis
Social Media Strategy - Bob Boiko

June 2010  
Resilient Teams in Uncertain Times -
Michael Callahan
Snohomish PUD Case Study on Service Management -
Tina Myren and Chris ThorpeMarch

2010 Character of Leadership by Phil Eastman

- Character Strength Situation Worksheet
- Character Strength Assessment Worksheet

August 2009
Knowledge Management
by Bob Boiko, University of Washington

June 2009
CSSP Portland - Cracking' the Communication Code - Jan McLaughlin

January 2009
Group presentation -
Betty Franks from Classmates.com shared Rewards and Motivators slide deck.

March 2008 Doing More with Less by Scot Herrick

February 2008 The Best Service is No Service and Outsourcing by Bill Price from DrivaSolutions

January 2008
Ivy's 50th Birthday celebration with Max Dixon speaking and Native American Flute player Klukwali Ohkwaho (Richard Holmes)

December 2007
Non-traditional Leadership Techniques by Ivy Meadors

November 2007
Support Center Team Games by Eric Rabinowitz

October 2007Translating Feedback Into Improved Customer Experience by Karen Lee from Costco

September 2007How Process Improvement Tools are Being Used in IT at PACCAR Arnie Sundstrom

August 2007
Cracking the Communication Code by Jan McLaughlin

July 2007
US Bank Case Study by Edward Hawthorne

June 2007
Nintendo Case Study

April 2007
Nautilus Case Study

March 2007
Puget Sound Energy Winter 2006 by Corina Stretch and Debra Humphrey
February 2007
Master the Skills to Develop and Deliver Advanced Presentations by Ivy Meadors
January 2007
Work At Home - Will this hot trend work for my operations? by Bill Price
December 2006
Hold the Phone…it's a Customer Calling! by Jan McLaughlin
November 2006
ITIL and Managing the Change (joint session with the itSMF Local Interest Group
October 2006
The Top Ten Secrets of Peak Performers by Laurie Finkelstein, CH
September 2006
August 2006
Scorecard example shared by Lisa Zerda from Molina Healthcare
July 2006
Knowledge Management at WaMu by Jerry Rice
June 2006
May 2006
Six Sigma in the Contact Center by Mike Stone
April 2006
Developing Young Leaders - Moderated panel by Ivy Meadors
March 2006
The ITIL Experience by Greg Charles
February 2006
VoIP Goes Into Production at Three Local Companies - Moderated panel discussion
January 2006
Reduce Stress & Increase Productivity: Bring Balance to Your Life by Brad Worthley
December 2005
Secrets of Influence by Chris Widener
November 2005
Case Study: REI by Dave Stockwell
October 2005
Change for Good by Scott Sulak
August 2005
"Four Corners" (Six Sigma, Metrics, Technology/VoIP, and High Performance Teams)
July 2005
Training and Developing IT Staff by Troy Robason
June 2005
Facilitated Discussion
May 2005
Case Study: Peregrine  Walking the Talk by Kelly Hoopes
April 2005
The Technology Behind the Business by Ivy Meadors
March 2005
Case Study: ITIL at the Port of Seattle by Gene Trent
February 2005
Exceeding Customer Expectations by Brad Worthley
January 2005
ITIL Workshop by Mary Kay Wegner slides and handouts
December 2004
Sunny Kobe-Cook
November 2004
Case Study: Climbing to New Heights with your Help Desk and handout by Dave Stockwell from REI
October 2004
Workforce Management presented by Dan Rickwalder from ICMI
September 2004
ACCE Conference - Roundtables on a variety of topics
August 2004
State of the Industry Technology Panel Discussion
July 2004
ITIL discussion presented by Todd Haley from PEMCO
June 2004
Knowledge Management presented by David Stanley-Jones from Primus
May 2004
Patch Management
April 2004
Benchmarking presented by Dr. Jon Anton
March 2004
Trading Spaces - Nordstrom and Swedish Hospital trade spaces and share their findings
February 2004
Hiring, Firing and Inspiring panel discussion
January 2004
ITIL presented by George Spalding
October 2003
Meeting the Workforce Challenges of the 21st Century by Penny Reynolds
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