Steve White provides global leadership for KT ResolveSM, a systematic approach to achieving step-change improvements in the quality, speed, and cost of technical support operations and other client-facing organisations. As product manager, he collaborates with client and Kepner-Tregoe (KT) teams to develop improvement programmes that combine process improvement, skill development, and performance management to achieve rapid, targeted results and lasting value.
Before joining KT, he was global programme manager at Sun Microsystems where he managed the implementation of KT Resolve in the global software and hardware support operations. Under Steve’s leadership, the Resolve Programme for third- and- fourth-line support successfully reduced the MTTR for poorly defined escalations from 32 days to 6 days and, when expanded to second-line support, positioned Sun to reduce customer wait time by 1,200 years per year.
Steve worked in software and hardware support at Sun for 17 years. He became a certified KT Programme Leader in 1996, and was among the first to institutionalise KT rational thinking skills into the support function. He studied computer system maintenance before joining Sun Microsystems as a field engineer.