Sacramento HDI is THE local IT Support Professionals Association. If you work in Information Technology, there is no better place to network, learn, grow and share, than Sacramento HDI. |
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Have a Super Star on your team? Want to recognize them for free?
Nominate them for Sacramento HDI's Analyst of the Year.
Contact Us for details!
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Announcing HDI's first annual Manager of the Year recognition. Want to recognize your boss? Know a manager who gets things done?
Nominate them for HDI's National Manager of the Year.
More info available from HDI here!
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HDI Support Center Analyst Training and Certification
Local Classes
October 19-20 Contact Victoria Bech at HDI National for more information
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This space for rent!Want to reach hundreds of IT Professionals in the Sacramento Area?
Sacramento HDI is always looking for sponsors!
Contact us to find out how! | |
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 What exactly is Kepner Tregoe?
How do we use it in IT Support?
How will it help me in my daily work?
Join Kepner Tregoe Senior Consultant Shellina Damji and Sacramento HDI on August 20th as we explore
what companies like Harley Davidson, Cisco, Blue Cross, Heinz, Wendys,
Sun Microsystems, and the California Legislative Data Center are using for
their troubleshooting and problem solving processes.
More information on Kepner Tregoe is below!
Date: August 20th
Time: 5:00 - 7:00 PM L ocation: Delta Dental, 11155 International DriveRancho Cordova, CA 95670
Pizza and Soda will be served!
Directions: From Hwy 50, take Zinfandel Drive South to International Drive. Turn left on International Drive and drive for 3/4 mile until you see Delta Dental on your left. You can park in the parking lot directly in front of the building.
RSVP at sachdi.com
This event is open to all IT Professionals in the Sacramento and Northern California area.
Attendance is free.
Feel free to forward this email to others and please bring a friend! |
What is Kepner Tregoe?
Kepner
Tregoe decision making is a structured methodology for gathering information
and prioritizing and evaluating it.
It was developed by Charles H. Kepner and
Benjamin B. Tregoe in the 1960s, hence the name Kepner Tregoe.
From Decision Making Confidence:
"the
idea is not to find a perfect solution but rather the best possible choice,
based on actually achieving the outcome with minimal negative consequences. It
is marketed as a way to make unbiased decisions in that it is said to limit
conscious and unconscious biases that draw attention away from the outcome. There
are four basic steps when decision making Kepner Tregoe style:
- Situation appraisal - is used to clarify the situation, outline concerns and choose a
direction
- Problem analysis - here the problem is defined and it's root cause determined
- Decision analysis - alternatives are identified and a risk analysis done for each
- Potential problem analysis - the best of the alternatives is further
scrutinized against potential problems and negative consequences and actions
are proposed to minimize the risk.
Following
the step-by-step approach of Kepner Tregoe decision making allows for the use
of critical thinking skills in considering many possible factors that may be
vital in making the decision.
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OK, I am still confused! What is Kepner Tregoe?
Ellen Donati, Sacramento HDI's Chapter President and Help Desk Manager at the California Legislative Data Center, explains...
Kepner Tregoe is a way to address issue. It is a way to determine what an issue is...and what it is not.
It provides a structure to delve into an issue and find out - who is it affecting...and who is not being affected? What systems are impacted...and which are not? What could be causing it...and what (we believe) is not causing it.
It is very comprehensive and, most importantly, is definitely helpful to all of us in an IT Support Environment.
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Less
Staff, More Work? Take the Support Center Knowledge Management
Challenge!!
Given
our current economic climate, it seems like we are all being asked how to
squeeze a little more return out of our support teams. When budgets are
shrinking and resources are sparse, is it even possible to boost our support
team's performance? Absolutely! For the next three weeks, we will feature a tip a week for improving your Support Knowledge Base.
Our thanks to Stone Cobra for providing this content (available in its entirety here) which identifies some creative actions you can take to leverage your current
Knowledge Management system and resources with minimal budget impact.
By
implementing just a few of these high-value, low-cost action items, your
company will receive maximum benefit, and YOU will look like a hero. Challenge
yourself! And, get ready for some amazing results.
Challenge
#1: Cut Time to Publication for Knowledgebase Articles
For
the next 90 days, encourage authors to write knowledge articles in less time
and strip out extra business process steps that stand in the way of
publication. Decrease your time to publication by 50% and see the positive
results.
On average the value of a solution begins to
diminish 30 days from the date a problem is identified. Speeding up your time
to publication will lead to a greater amount of solution reuse, and, in addition, will have a
direct affect on your call deflection rate, if these solutions are published to
your customers.
For the rest of challenge #1, or to read the entire article, visit our Sacramento HDI library here. We are always adding new whitepapers and welcome all submissions.
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