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Dear
Colleagues and Friends,
In addition to speaking
at a lot of conferences and seminars, I'm a seminar junkie myself.
I have a serious complaint with some of the seminars that I attend.
Some events have the following fatal flaw. They either have
speakers that are extremely dynamic and have excellent speaking skills,
or they have great content and can't speak worth a darn. In this
conference, you will get both dynamic speakers and great content.
Our speakers give you
logical, applicable information that will help you catapult your Help
Desk into the stratosphere. You'll gain a specific course of action to
take. Nothing is left to chance!
If you want to be able
to create a premium Help Desk, transforming it into a Service Desk, this
is the seminar for you.
Attending our
leadership track,
Building a Master Plan for Unparalleled Leaders,
will contribute significantly to making successful change in your
organizations. The ITIL track will give you the processes
and tools you will need to pull this all off. Combined with the
Technology and Trends track and the High Touch Focus on People
track, we have a well-rounded, content rich program prepared for you.
Top Seven Reasons to
Attend HDP 2005
-
We're featuring some of the most
knowledgeable experts delivering the highest quality content;
Malcolm Fry, George
Spalding, Pete McGarahan, Brenda Iniguez, Patrick Bultema, Char LaBounty,
Daryl Covey, Brad
Worthley, Eric Rabinowitz, Rick Joslin, Dru Phelps, and Donna Holt.
-
Fresh, new content with
limited repeat material. We ask our speakers to prepare and
deliver their newest, often first time presented material, so you
will hear the most current information and not the "same-old-stuff."
-
Apply what you are learning in
"real-time." Begin the process of developing a preliminary draft
Service Level Management document for use in your own organization.
Work through very real situations in the break-out sessions.
-
Learn how to
best detect and use the natural skill set of each team member in
your group. Gain a deeper understanding of the attitudes,
values, and beliefs of Generation Why and their expectations in the
workplace.
-
Receive a
Solution Quality Index related to production of the knowledge
management product.
-
Everyone
receives a FREE RealityCheckÔ at
www.BenchmarkPortal.com
($500 value).
-
Understand
how can you provide the quality of service your customer wants,
at a cost your company finds acceptable. Learn about the next
wave of innovation that will transform the face of our
business.
Click now to view this incredible program.
There are a number of
events to choose from in the Help Desk industry for education. NO ONE
gets higher ratings than we do. Why? Because we provide immediately
useable, highly relevant, specific information that you need for today's
service and support environments delivered by top of the line speakers.
Year in and year out we
ask for, and listen to, the opinions of our attendees. Now that I have
direct managerial control over all aspects of the conference, I will
re-double the conferences' commitment to make this event the single best
ROI of any investment your support organization will make, ever!
I am proud to tell you
that there are people that take vacation time and use personal funds to
be involved in this opportunity for personal and career growth. If this
sounds like you, and you have more motivation to grow than you
organization can support, I personally want to hear your story.
Give me a call and I
will do everything in my power to help you make this experience happen.
Get in on the ground floor of what will prove to be a continuing
education opportunity of a lifetime. You have my personal guarantee!
Join us this year so we
can together evolve your service and support business through sharing in
the wealth of specific and applicable information.
Sign up now before all of
the spaces are taken.
Email if you have any questions, would like help with making your
reservations, registrations, or just want to reach out and say hello.
Promise to
look me up in San Diego.
Ivy
Meadors
CEO, High Tech High Touch Solutions, Inc.
Chair and Conference Owner
Four
Bonuses for ordering between August 10th and Midnight Friday, August 19,
2005:
-
A 30-minute Personal Consultation with
Ivy Meadors after the conference (value $250)
-
25% discount off HDP's 2006 Conference
and Expo (worth up to $400)
-
Coupon to attend one half-day pre-con at
HDP 2006 (worth up to $295)
-
Copy of Keynote speaker, Eric Chester's
book, "Getting Them to Give a Damn" delivered to you at the
conference (value $19.95)
Don’t
miss a single copy of the weekly “HDP Previews”:
Each week we will feature a speaker and a vendor who will share
valuable content to whet your appetite to attend one of the most significant Help Desk
& Service Desks event ever. Please pass these on to a friend.
Stay in
touch by joining our mailing list.
If you
missed any previous issues, visit our website at
http://www.hthts.com/hdppreviews2005.htm
TIPS FROM THIS WEEK’S FEATURED SPEAKER:
Pete McGarahan,
President,
McGarahan and Associates,
http://www.mcgarahan.com
Meet the speaker:
Pete
McGarahan is an accomplished, widely recognized expert in delivering
service and support value to a wide variety of clients for more than 20
years. He blends his extensive knowledge of support industry trends and
directions, proven best practices, and business alignment strategies to
serve as both a thought leader and mentor for the support community.
He has spoken at all six HDP conferences because he scores a perfect 10
every year for his delivery and content rich presentations.
Pete Shares his "A List with our Readers:
Pete’s “A List” - A Roadmap for Continuous
Improvement (CI). The following are ten clear, concise common-sense ideas to
help you drive CI deep into your organization:
-
Accept
- Ask
- Align
- Assess
- Act
- Achieve
- Announce
- Affect
- Adopt
- Adapt
Three of Pete's ten "A
List" items are to assess, act, and achieve. Pete suggests:
Assess Assess,
re-assess, and assess again. Use Gap Analysis checklists that go
deep and wide into your day-to-day support operation. Also conduct one
formal assessment every 12 – 18 months to ensure that you are using best
practices, have not taken your eye off other important areas of the
business, and are continuously learning new ideas, strategies and
perspectives. This kind of rigorous assessment effort will leave you
confident that you are doing all the right things for the right reasons
and getting the right results.
Act. Take
action! Address the recommendations. Plan the work and work the plan.
Attack the areas that will magnify the impact of everything else you do
downstream (e.g. Log 100% of calls, address gaps in training, tune key
processes, create knowledge articles in databases, measure baseline
operational metrics like First Call Resolution, Knowledge Base Usage,
Average Speed of Answer, etc.)
Your other initiatives will benefit from these fundamental pillars. A
Continuous Improvement Roadmap (CIR) acts as a visual reminder of the
progress made on the journey to excellence. Involve your team in the
roadmap by having them create two or three projects around each area of
improvement (gap) outlined in the assessment. Make it a team learning
experience by focusing everyone’s attention on the roadmap.
Prioritize all projects, and highlight when they are completed, then
recognize and celebrate the results.
Achieve.
In other words, get results. I remember a CIO telling me a story about
getting “points on the board” - delivering results. Focus drives
achievement, and achievement drives even greater focus. Eliminate
distractions, unnecessary or redundant work, and concentrate on two or
three of the most important assessment recommendations.
Focus weekly on what
you have accomplished, what needs to be done, and when you will do it.
This will help your team recognize success when they achieve it.
Communicate successes to your customers, champions, and senior
management.
Above all, be stubborn
and relentless, staying with it until your goals have been reached. As a
leader, it’s imperative for you to resist the temptation to settle for
mediocrity. Instead, set an example of determination and a can-do
attitude to inspire others and raise the bar on everyone’s performance -
yours included.
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