Waking up from a Service Sourcing Nightmare: 8 Steps to successful IT Client Services Re-sourcing
Friday, March 11, 2011 from 1:00 PM to 4:00 PM (MST)
Auburn Hills, MI
Time: 1 - 4 PM (presentation will begin at 1:15)
Location: VOLKSWAGEN Group of America, Inc. 3800 Hamlin Rd. Auburn Hills, Michigan 48326
Raffle Item: 2 - $50 Speedy Fuel Cards and 3 best Buy Gift Cards (2-$25, 1 - $50)
Summary: Waking up from a Service Sourcing Nightmare: 8 Steps to successful IT Client Services Re-sourcing There comes a time with all outsourced services when your current contract or provider is not fulfilling the needs of your organization and you realize that it is time to move on. In late 2008, nearly a year after I joined Volkswagen Group of America, I was at that point and took action. This session will outline an 8 step process that Volkswagen Group of America took to turn a helpless situation with 1 person and 2 bad contracts into a shining star in our IT Department and a world class Client Services department.
In this session you’ll learn how to develop a Customer Service capability that drives customer satisfaction back into the organization. Learn how to build a “Customer Quality Environment” that will direct the guiding principles of customer satisfaction and ensure services are delivered with a customer focus. You’ll gain the knowledge you need to enhance your current environment and take away a framework for success that you’ll be able to use to enhance the customer experience.
We will discuss each of these 8 steps and what is required to succeed:
- Assess the nightmare
- Find a solid partner
- Be diligent about the structure of the agreement (SoW, Service Certificates, rate cards)
- Define and document your governance structure
- Select the team members (your side and their side)
- Offer 90 day grace period for SLA attainment
- Manage and hold them accountable
- Continuous review and collaboration
Speaker: Dan Wilson
Speaker BIO: Dan Wilson has over 13 years of experience in IT Service Management. Dan is currently the Manager of Client Services at Volkswagen of America in Auburn Hills, MI. He is responsible for a 60 person team providing all user-facing services to 4000 corporate colleagues and 1100 Volkswagen and Audi dealerships across the United States and Canada. Previously Dan was the CTO and General Manager at PMV Technologies and has managed help desk/technical staff for Oakland University’s IIT Help Desk and School of Business Administration, and the Handleman Company. Dan is heavy involved in the industry outside of work. He has volunteered in the HDI Motown Chapter for over 8 years as President, Vice President of Membership and Programs, and now is the Chapter Adviser. He also sits on the HDI Member Advisory Board as the Past-Chairman after serving as a the board Chairman for a year, and previously a Member at Large for 3 years. Dan Has also spoken at all of the last 4 HDI Conferences. He holds a Bachelor’s Degree in Management Information Systems from Oakland University’s School of Business Administration, as well as HDI’s Service Desk Manager and ITIL Foundations certifications. Outside of work Dan is an avid cyclists, triathlete, and volunteers for the Make a Wish Foundation. He is married and has 2 beautiful children.
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. All of our chapter meetings are free and open to anyone working in or interested in the IT Service and Support industry.