ODP Case Studies
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ODP Panel Discussion from TSW Silicon Valley 2011Support Operations Excellence: Getting Great, Staying Great and Transformation Change
How do you go from good to great in technology services? And how do you sustain greatness over time? Watch this session to understand the critical ingredients companies and services leaders must have in order to be successful at driving continuous improvement and/or transformational change in their business. |
TSIA Rated Outstanding
Taleo Case Study
When John Blakeman, Taleo’s new vice president of Global Support Services, first came on board, he commissioned his team to create a business plan that outlined the support organization’s goals. “Over the next 18 months, we systematically went after the low-hanging fruit, doing the things we needed to do to become a more mature support organization,” he says. “When we thought we’d done all that we could do on our own, we decided it was time to accept a greater level of challenge. We wanted to see how we fared with respect to the top support organizations in the industry.” Read more
Diagnostic Evaluation
Create a Path to Excellence: Symantec Case Study
After two years of significant acquisitions activity, Symantec knew that the integration of the various companies would create holes in their customer support services. When approached by management to research best-in-class certification programs to baseline against, Symantec director of global enterprise support services Jim Wilson was concerned that during this transition period, achieving certification was out of their reach, so he began looking for other options. Read more