Why is it so difficult to determine the right level of staffing in a complex support environment? You might think it would be easier to staff a support center with 50 or 100 people that only spend 1/2 their time on the phone - compared to staffing a 500 person center that handles thousands of calls a day - right? Think again. Learn why it is harder to determine the right staffing levels when relatively low call volume is combined with long handle times. You might be surprised!

Dave Brown has a phenomenal record of dozens of successful process improvement projects. Many of these projects were “major reengineering” efforts that changed everything about how the support operation functioned. And yet, these projects were not affected by the typical ‘resistance to change’ that most projects encounter. Why not? What was different?

The answer lies in Dave’s unique Collaborative Team Method. The approach draws on the abilities and expertise of your own support staff to take on projects and problems and then deliver workable solutions to management. This is not a re-hash of the tradition ‘project team’ approach. It is a unique team structure and problem solving methodology that establishes buy-in, builds enthusiasm, and delivers good, workable solutions.

The workshop will provide attendees with a step-by- step approach that can be used to manage both small and large change efforts. The instructor will share methods that he has successfully used to improve the performance of dozens of companies. We will be using video case studies and hands-on exercises to reinforce the methods. Attendees will receive additional materials and access to the resources necessary to immediately put these techniques to work.

Dave began using this approach in 1994 and has been refining it for 12 years. Previously, only consultants working for Dave’s firm were given access and trained in this methodology. This is the first time that Dave has offered to teach the method in a public seminar. This technique can be used by any company – with or without a consultant involved. The workshop is appropriate for any level of support management, but particularly senior management that is responsible for driving process improvement and implementing change. Seating is limited.