Partnering for Award Winning Support: Volkswagen's 5 Steps to Success
Friday, February 10, 2012 from 1:00 PM to 4:00 PM (EST)
Auburn Hills, MI
Time: 1 - 4 PM (presentation will begin at 1:15)
Location: Volkswagen Group of America 3800 West Hamlin Rd, Auburn Hills, MI 48326
If the parking lot is full there is auxiliary parking and a shuttle at Oakland Community College Parking Lot 10 (across from the Walter P Chrysler Museum on Featherstone Rd. Security - Guests must enter through the main lobby doors and check-in with Security.
Raffle Item: TBD
Summary: Not all outsourcing relationships boil down to “us” and “them.” This session focuses on creating a business partnership of “we.” Dan Wilson and Brian Fox will discuss how the Volkswagen Group of America, through a formal RFP, selected, built a relationship with, and works on a daily basis with its business partner, CompuCom. This business partnership was the basis for turning a “helpless” IT support organization into an international award-winning team.
Brian and Dan will focus on five key steps and provide the customer and partner viewpoints on why these practices have worked so well for them
- Perform a current-state assessment and make sure you clearly understand future-state desires.
- Run a structured and meticulous RFP process.
- Be diligent about the agreement and governance structure.
- Establish grace periods and penalties.
- Perform continuous review, collaboration, and improvement.
Speaker: Dan Wilson Volkswagen Group of America
Speaker: Brian Fox CompuCom
Speaker BIO(s): Dan Wilson, Manager of Client Services, Volkswagen of America with over thirteen years in IT service management. His growing team of seventy-five professionals provides IT services to 4,000 corporate colleagues and 1,100 franchise dealerships across the US and Canada. In 2011, Dan's department won the HDI Internal Team Excellence Award. http://www.linkedin.com/in/danmwilson
Brian Fox, Program Manager, CompuCom Systems Inc. Currently the onsite CompuCom program manager responsible for the Volkswagen relationship, Brian Fox has over nineteen years of experience in the IT support world. Having come up through the ranks, Brian is able to leverage his own professional experiences to address the daily issues that the CompuCom support team experiences at Volkswagen
When & Where
HDI Local Chapter; Motown
The HDI Motown Chapter is a Community of technology service and support professionals that provides regular Opportunities for its members to network, exchange best practices and enhance their skills through sponsored training and relevant educational programs.
As a legal not-for-profit corporation, chartered in December 1999, we host regular chapter meetings at varying locations around the Metro-Detroit area and also offer some members only training and networking opportunities. Most of our chapter meetings are free and open to anyone working in or interested in the IT Service and Support industry.