Conference Presentation

Using Benchmarking to Make Improvements in Staffing and Utilization

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Come learn first-hand from a TSIA Member how to lay a strong foundation for your Services Transformation to a B4B company by effectively using TSIA Benchmark Reviews to target performance improvement initiatives. Hear how Kodak has used the TSIA benchmark to focus on improving field workforce utilization, implemented a flexible workforce, and improved service delivery through partners. During the workout session, the audience will have a chance to ask questions and participate in the sharing of best practices.

We will discuss:

How to use the TSIA Benchmark Review and Dashboards to identify and prioritize areas of greatest opportunity to improve your service operations
Practical actions you can take NOW to deliver improved financial, customer and employee results
How to successfully migrate to a B4B business model (“squish the fish”) by capturing short term financial opportunities in your current operations in level 1 and level 2 while repurposing existing capabilities and shortening the transformation time to optimize (level 3) and outcome based (level 4) models

Presented By:

Vele Galovski

Vice President, Research and Advisory, Field Services, Technology Services Industry Association (TSIA)

Nigel Street

Services Director, Eastman Kodak Company

Publish Date: March 17, 2015

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor