Expert Alliance Partner Program Announced
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 |
|
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! |
|
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... |
|
|