Swarming improves our ability to create Agenda relevant skills. Skills development enables an increase in: Time Topic Outcome 10:00 Welcome and Set the context for the Customer loyalty introductions workshop, get to know who is in Employee loyalty the room Operational efficiency 10:45 Intelligent Understanding of Intelligent Swarming Swarming principles, process The tiered support model of the past 35 overview and benefits years is giving way to a new structure and 11:15 Break process: a better way to align people with 11:30 Is Intelligent Identify the key factors that work. Intelligent Swarming is a Swarming indicate relevance: right for your Complexity model that seeks to get the person, or organization? Severity people, most likely to be able to solve an New vs known ratio issue working on that issue on the first touch. 12:00 Who else is Insight to early adopters’ doing it? Case experiences: BMC, Red Hat, The benefits of collaboration are well studies Cisco and Microsoft understood by support staff; they do it quite 12:30 Lunch naturally. And, they often collaborate in spite 13:30 Critical Understand the key enablers dependencies for success: of the traditional tiered support model and Culture of collaboration? escalation processes that we have imposed How strong is the trust on them. What if we created processes and network? structures that enabled collaboration? Early The me factor” “know adopters of swarming are reporting (people profiles) and compelling benefits including faster skills reputation models development, improved employee morale, 14:15 Organizational How to assess your assessment organization, where are they and increased customer satisfaction. are with respect to the critical enablers? Intelligent Swarming is not a new topic for the 15:00 Break Consortium for Service Innovation. But in the 15:15 Adoption Ideas on how and where to get past few years, a handful of member considerations started companies have implemented the swarming Identify collaboration groups concepts, albeit in very different ways, but all 7 scenarios -process design Technology dependencies with great success. Assessment what group is – mostly likely to be This one-day Intelligent Swarming Insights successful workshop provides: How to measure success An explanation of the principles 16:30 Adjourn A summary of case studies, benefits and lessons learned from the early adopters Details on the qualification criteria: swarming is not for everybody Insight to the critical key enablers 7 scenarios to consider in designing the process Tool functionality and integration requirements
Swarming improves our ability to create relevant skills. Skills development enables an increase in: Customer loyalty Employee loyalty Operational efficiency The tiered support model of the past 35 years is giving way to a new structure and process: a better way to align people with work. Intelligent Swarming is a model that seeks to get the person, or people, most likely to be able to solve an issue working on that issue on the first touch. The benefits of collaboration are well understood by support staff; they do it quite naturally. And, they often collaborate in spite of the traditional tiered support model and escalation processes that we have imposed on them. What if we created processes and structures that enabled collaboration? Early adopters of swarming are reporting compelling benefits including faster skills development, improved employee morale, and increased customer satisfaction. Intelligent Swarming is not a new topic for the Consortium for Service Innovation. But in the past few years, a handful of member companies have implemented the swarming concepts, albeit in very different ways, but all with great success. This one-day Intelligent Swarming Insights workshop provides: An explanation of the principles A summary of case studies, benefits and lessons learned from the early adopters Details on the qualification criteria: swarming is not for everybody Insight to the critical key enablers 7 scenarios to consider in designing the process Tool functionality and integration requirements Agenda Time Topic Outcome 10:00 Welcome and introductions Set the context for the workshop, get to know who is in the room 10:45 Intelligent Swarming overview Understanding of Intelligent Swarming principles, process and benefits 11:15 Break 11:30 Is Intelligent Swarming right for your organization? Identify the key factors that indicate relevance: Complexity Severity New vs known ratio 12:00 Who else is doing it? Case studies Insight to early adopters’ experiences: BMC, Red Hat, Cisco and Microsoft 12:30 Lunch 13:30 Critical enablers Understand the key dependencies for success: Culture of collaboration? How strong is the trust network? The “know me factor” (people profiles) and reputation models 14:15 Organizational assessment How to assess your organization, where are they are with respect to the critical enablers? 15:00 Break 15:15 Adoption considerations Ideas on how and where to get started Identify collaboration groups 7 scenarios -process design Technology dependencies Assessment – what group is mostly likely to be successful How to measure success 16:30 Adjourn