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Support Center Update
October 2008

In this Issue.........

Expert Alliance Partner Program Announced

Unraveling the Mysteries of Scheduling

How Do We Explain This to Them!


 

Expert Alliance Partner Program Announced
Expert Alliance Logo



Support Center University is honored to announce our affiliation with the new Expert Alliance Partner (EAP) Program created by the Association for Service Management International (AFSMI), the Service & Support Professionals Association (SSPA), and the Technology Professional Services Association (TPSA).


The EAP program allows the members of the AFSMI, SSPA, and TPSA to shorten and improve their selection process by providing a 'short list' of pre- qualified vendors. The program is designed to help technology service organizations identify qualified solutions providers to meet their business needs. The associations have done some of the legwork for you and essentially put their 'stamp of approval' on these providers.


"We are pleased to launch the EAP program and showcase the founding participants. This program helps our members identify the most qualified companies to engage in helping them achieve the best business results," stated JB Woods, CEO of AFSMI, SSPA, and TPSA. JB goes on to say the founding participants represent some of the best consultants and service providers to our services industry.


Entry into the EAP program is currently by 'invitation only' and Support Center University was honored to be on the initial list.


Read the Press Release and additional information...



Greetings!

We've just returned from the Fall Worldwide Services Conference in Las Vegas - "Winning Service Strategies in a Shifting Global Economy". We were very busy catching up with friends, making new contacts, and brainstorming with those of you who stopped by our booth in the Expo Hall with your specific support center concerns and questions.

Our 'roller coaster' economy was a hot topic buzzing around the entire conference. Of course, no one really knows what the future holds but there were several interesting theories out there!

Whether the economy is flourishing or times are uncertain, it's always a priority for companies to utilize their resources wisely. The three industry associations that hosted the Las Vegas event (SSPA, AFSM, & TPSA) unveiled a new program intended to help you make good decisions when bringing in outside assistance. We're proud to be a founding participant. Please read this month's featured article, 'Expert Alliance Partner Program Announced' and check out the links for more information!

We've also included one article related to managing a support department and another on managing support improvement projects. We hope you find them valuable and we look forward to your feedback. Cheers!


  • Unraveling the Mysteries of Scheduling
  • Scheduling Manager

    Creating a staffing schedule is not an 'exact science' as many of you have learned! As you know, there is no possible way to determine staffing requirements or predict service levels with 100% accuracy. However, there are proven techniques which can improve the accuracy of your staff requirements planning. This will allow you to meet service level targets within a small margin of error and avoid pitfalls such as overstaffing.

    Read the attached article for tips on solving your staffing challenges or ways to make your current staffing plan even more effective.

    Read the full article...
  • How Do We Explain This to Them!
  • Project_Planner

    Let's say your company has decided to undergo a major improvement project - possibly a full process reengineering effort. You've also realized it makes sense to appoint a project leader to oversee the effort. There are a lot of changes to be made and you need someone who can keep track of all the pieces.

    • What skills should this person have?
    • What are the biggest problems they will likely face?
    • Is the process improvement the most important part to manage or will it be the accompanying technology changes?


    You may be surprised to learn that it's neither! There is another factor - change management - which trumps both. Read the following article for tips that can make or break your project!

    Read the full article...
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