The importance of managing perception when dealing with a crisis
In times of crisis, managing perception is important for your company’s reputation in the marketplace and for your reputation as a leader. Strengths and weaknesses are amplified and under intense scrutiny by onlookers. Here are 6 tips to manage perceptions in times of crisis.
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5 Things you can do to make your OE efforts more customer centric
Operational Excellence isn’t just about profitability. The reason your company exists is to create the products and services that customers need at a price they are willing to pay. Here are 5 things to make your OE efforts more customer centric and increase the opportunities to make profits.
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Major Incident Management – Being prepared when a change goes horribly wrong
Major incidents caused by change are a high-risk scenario for your company – both highly likely to occur and very impactful when they happen. Here are some of the key areas where the normal change management and incident management approaches differ and require reconciliation.
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Frontline Support Troubleshooting Skills: Get it right the first time
First call resolution is cheaper, makes customers happier and frees up valuable capacity in your organization. Here are 3 things you can do to enable your frontline support teams to resolve the customer issue and get it right the first time.
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How automation is making problem-solving in IT more difficult
Modern IT environments evolve quickly and IT staff have a limited time to reproduce and solve problems when they are encountered. To diagnose problems, IT staff need a robust and well-structured methodology to help them quickly survey the environment, identify what is important and initiate action.
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Business and IT – Alignment or Convergence?

IT has begun to align itself more with the business, its users and their needs. Whether it’s about alignment or ultimately about convergence? What part of IT should de decentralized to the various lines of business, and what part should remain centralized and largely self-contained?

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Using Root Cause Analysis to validate recommendations from vendors
Applying root cause analysis techniques consistently can enable you to leverage vendors recommendations. Here are 8 activities that you should perform before accepting a vendor recommendation and implementing it in your organization with confidence.
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Kepner-Tregoe SEA is proud to be participating in the upcoming HRDF and Trainers' Conference & Exhibition 2017

Come join us at Kuala Lumpur Convention Centre from 28-29 November 2017. We are located at Level 3, West Wing, Booth A10.

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Oh Snap! Somebody just broke the Internet!
The recent internet outage provides an opportunity for Level 3 (and other companies observing) to review their service management processes with a critical eye. Implementing better problem-solving processes from Kepner-Tregoe could have helped avoid this outage
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Don’t Wait for BIG Trouble to Review your CAPA Process!
Product problems are scary. When there are quality issues, the process that takes center stage is called CAPA – Corrective Action, Preventative Action. The goal of CAPA is simple – address the immediate situation that occurred (corrective action) and take steps to avoid it happening again (preventative action).
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