Updates from HDI Corporate

September 2015

What’s Hot at HDI

• KCS Foundation and KCS Principles Bundle (ends 10/30): - The KCS Standard and Self-Study Guide ($29 value)

- The KCS Online Practice Test ($79 value)

- The KCS Certification Exam ($145 value)

- HDI Exam Insurance, which provides one free retake of the certification exam ($49 value)

• Technical Support Professional Certification Bonus:

For the rest of the year, we'll give you free exam insurance and a practice test to help you earn this new HDI certification!

• Your Road to BIG Savings! Starting August 1, all Professional level memberships (new and renewals) will be available for only $295. Learn more at ThinkHDI.com/Membership.

New Content to Share!

Article: “The Future of Work”

Webcast: “HDI Buyers Guide Live: An ESM Solution Spotlight”

Infographic: “The War for Talent”

New Blog: “Don’t point that finger at me!”

M Content is available to members only (Resources and above)

C

C

C Content is available to community members and above

Article: “How Big Data Will Reinvent the Service Desk” C

FUSION 15 • November 1st – 5th

• New Orleans, LA

2015 HDI Service

Management Award Finalists

• Knowledge-Centered Support Award:

– Apollo Education Group

– TECO Energy Service Desk

– Paychex

• Service Improvement Award:

– Emery Healthcare

– Farm Credit Mid-America

– Spectrum Health

Virtual Chapter Webcast

• Tuesday October 20 @ 11:00 a.m. CST

• Register at

www.thinkhdi.com/topics/library/webinars.aspx

• Desktop Support: Improving the Face of IT

presented by Cay Robertson

Desktop support is often called the Face of IT, and the Service Desk is

the Voice of IT. Like any other business unit, Desktop Support needs to

be as efficient and as effective as possible. Analyzing and improving

the processes behind desktop support can help your organization

optimize your results and customer satisfaction. In this webinar, Cay

Robertson will discuss some of the ways to accomplish process

improvements, and show some year-over-year changes in the HDI

Desktop Support Practices & Salary Report.

Customer Service Week

• October 5 – 9, 2015 Go to: www.csweek.com

• HDI Webinars: all scheduled for 11:00 CST

– October 6 - Superpowers of the Everyday Hero with Rae Ann

Bruno

– October 7 – CEM Meets ITSM with Julie Mohr

– October 8 – Coaching for Customer Service with Mary Cruse

• Register at

www.thinkhdi.com/topics/library/webinars.aspx

• September through November:

– Opening Call for Nominations

• November 15, 2015

– Regina LCO - Nominations Close

• November/December:

– Local judging and local award ceremonies take place

• December Local Chapter Meeting:

– Local winners announced

– Name forwarded to Regional Directors

• January:

– Regional judging takes place

• January 31st:

– Regional winners given to HDI Global

• February:

– Regional winners are contacted by HDI Global regarding HDI Annual Conference schedule

and personal interview schedule

• February/March:

– Regional directors make sure travel arrangements and hotel reservations for regional

winners is complete

• April 12 – 15, 2016:

– Regional winners attend HDI Annual Conference 2016 in Orlando

Florida

AoY and DSToY Timeline

HDI Awards

http://www.thinkhdi.com/membership/awards.aspx

September 2015

Executive Board

• President – Yvonne Harrison, CGI

• VP Programs – Son Lu, Gembadesk

• VP Communications – Shannon Waugh, Agrius

• VP Membership – Donna Anderson, eHealth Saskatchewan

• VP Finance – Ian Durey, Gembadesk

• VP Content Management – Claudia Parnell, Central Services

• VP Sponsorship – Derek Pollock, MicroAge

• Secretary – Victoria Billet, ISM Canada

• Member at Large – Shannon Reavley, Central Services

Upcoming Dates

Book your calendars now:

• Thursday November 5 –

'Navigating gender in the workplace’ with Kristin Kurarna Gates, Director Marketing & Mobile Strategy, ISM Canada

• November 15 – – deadline for AoY and DSToY Awards

• Wednesday December 2 –

AoY / DSToY Awards presentation / holiday fun

Everyday Heroes

• Share your story with us!!

• Share your challenges or program ideas

and we’ll work to find a speaker.

Survey & Parking Passes

• Please fill out the survey form

• Parking passes for the parkade are located at

the sign in table, please help yourself

Journey of Continuous

Process Improvement

Sep 30, 2015

About WCB

• Insurance Company

– Protect Employers from lawsuits

– Guarantee benefits & programs to injured workers

– Funded entirely by Employer premiums

• Workplace Safety & Injury Prevention

– Mission Zero

– Partnerships: • WorkSafe Saskatchewan & Safe Saskatchewan

Process Improvement Journey

• Mid 1990’s-2000 – Re-engineering

• 2012 - Process Improvement Department

• 2013 - 14: Framework & Methodology

Project Management Framework

Business Transformation Office

Methodology for Process Improvement Events

• Late 2014 - Daily Continuous Improvement

• 2015 – Continuous Improvement Management System

Process Improvement Journey

• Why Improve

• Methodology for Process Improvement

Events

– Successes

– Challenges

• Culture Transformation

Injury Rates

Average Premium Rate

Why Improve

• Changing customer expectations

• New Claims Management System

– Old process, new system

– Frustration

Process Improvement Events

• Example…

– Time from First

Earnings Loss

Date to First

Wage Loss

Payment

67% 69% 64%

33% 25%

0%

10%

20%

30%

40%

50%

60%

70%

80%

2009 2010 2011 2012 2013

Time to First

Methodology

Successes

• Problems exposed

• Backlogs eliminated

• Time to First increasing

• Communication

– Between departments

– Working with Employers

to improve injury

reporting process

67% 69% 64%

33%

25% 30%

44%

0%

10%

20%

30%

40%

50%

60%

70%

80%

Time to First

Challenges

• People/Culture

– Not change ready

– Manager vs. Leader

• Discipline to Implement

– Monitor & Control

– Sustain

– Standard Work

Daily Continuous

Improvement

“We are what we repeatedly do. Excellence, then, is not an act but habit.”

– Aristotle

Daily Continuous Improvement

• First developed in one Department –

Improvement Model Unit

• Elements:

– Key Visual Metrics

– Visual Board

– Team Huddles

– Problem Solving/Improvement Ideas

– Leader Standard Work

Daily Continuous Improvement

• Key Visual Metrics

– What is important?

– How do you know you are serving well?

– Expected vs Actual

Daily Continuous Improvement

• Visual Board

– Status at a glance

• Green/Yellow/Red

– See customer

experience

– Quick data collection

Daily Continuous Improvement

• Team Huddles

– Focus

– Team Building

– Communication

– Celebration

Daily Continuous Improvement

• Problem Solving

– Improvement Ideas

– Out of the box thinking

– Track & prioritize ideas

– Scientific Problem Solving

– Plan, Do, Study, Adjust

Idea Cards

Daily Continuous Improvement Leaders standard work should be layered

(developed) from the bottom up

Supervisors (80% Standard Work) Maintain production and

ensure standard work is followed

Managers (50% Standard Work) Monitor and support supervisors in their ability to

carry out their standard work

Directors (25% Standard Work) Monitor and support managers in their ability

to carry out their standard work

Executives (10% Standard Work) Time on the floor to verify the chain of standard work is

upheld and production process is stable and improving

• Leader

Standard

Work

Daily Continuous Improvement

• Successes so far in the Model Unit…

– Medical Accounts paying 98% of Care

Providers within 30 days (23% in January)

– Weekly team meetings eliminated, meetings

reduced

– Managers/Supervisors facilitating

improvement daily

Now what?

• “Spread” the learning from our “daily

continuous improvement” implementation

to all teams

• Advance the practice of “scientific thinking”

in problem solving

• Continue developing the Management

System within the original “Improvement

Model Unit”

Summary

• Our journey to excellence is only

beginning…

– From infrequent improvement events to daily

improvements

– Focus on the customer

– Safety & Improvement are becoming a habit

Implementing Continuous

Improvement

Into our Support Services

Team

WCB ITS Department

Support & QA Services

• Service Desk

• IT Procurement

• Security Administration

• Computer Room Operations

• Business Support Analyst

• Measurement

Daily Huddles

• Every morning

at 8:15

• Discuss idea’s,

metrics,

successes,

challenges

Metrics

• Monthly stats

• Weekly stats

• Tickets logged

• Phone stats

• Continue to

search for better

metrics

Thought of the day

• Motivational

• Rotated amongst

team

• Always on the board

• Changes regularly

Idea Generation

• Ideas are generated daily

• All ideas are heard

• Ideas recorded on idea cards

• Track number of idea’s implemented … it’s

cause for celebration

• Ideas are intended to improve day to day

work and remove challenges

Work Assignments

• Area of board for

general info

• Who is on what

rotating task

• Huddle info

• Parking lot info

Summary

• Has been well received

• Have made a lot of improvements since

we started

• Occasionally use the time for “stretch time”

which is always great

• Great way to stay connected as a team

• Opportunities to understand challenges