September Monthly Chapter Meeting
Thursday, September 16th, 2010

Come to either of the two meetings and you may have a chance to WIN a GARMIN GPS!!!!

We will raffle it off to a lucky HDI member. If you are an HDI member and you bring a non-member to the meeting, you will get 2 raffle tickets (i.e. double the chances to win). If you are a non-member and you join HDI before or at the meeting, you will be eligible to win.

Also we will be giving away an HDI Bronze Membership at our meeting, and that lucky winner will be eligible to win the above prize as well. The lowest level of HDI membership (Bronze) only costs $75, so what are you waiting for? Click HERE to find out how you can become an HDI member.


Benefiting from a Quality Problem Management Program

    It can have immediate benefits throughout the service and support organization, yet many organizations still struggle with creating/maintaining an effective Problem Management process and group. Pete McGarahan's presentation will cover:

    1. The discipline of creating relevant taxonomy
    (incident typing/grouping)
    2. Formal and preferred Root Cause Analysis methodologies
    3. Integrating Problem/Change management to execute the
    recommendation/long-term solution.
    4. Continuous measuring/reporting/marketing of the
    'actual' eliminated calls

    All service and support professionals have a very important role to play in the Incident, Problem and Change management processes as it relates to the quality of the program/results. They must be fully aware/engaged in working proactively/ collaboratively to operationalize call and problem elimination. It's all important - from the logging of an incident to the quality ticket documentation, through the data extraction, analysis, 'matching' , trending, root cause identification and eventual recommendation/execution of the longer-term solution aimed at eliminating the root cause/problem.

    Please join Pete as he discussed how to get Problem Management momentum at your organization. Pete will share his recent experiences and best practices for getting results and realizing the benefits of institutionalizing a Problem Management process within your service organization.

Date:        Thursday, September 16th, 2010

Place:       TWO LOCATIONS THIS MONTH!!

LIVE LOCATION

Las Colinas: Omni Mandalay Las Colinas - MAP
221 East Las Colinas Boulevard
Irving TX 75039

** Parking will be in the parking garage, outside of the hotel.
Please look for signs to the meeting.


NEW! REMOTE LOCATION

Fort Worth: RadioShack Riverfront Campus - MAP
TCC Downtown Campus -Room CF2B
300 Trinity Campus Drive
Fort Worth TX 76102-1964

** Enter on Cherry St and park on the 5th floor. Take the elevator from garage down to 3rd floor. Take the main street hallway until it ends at the Coffee Shop, turn left and go down the escalators. Check in w/ Radio Shack Security and someone will be there to get you to the meeting.

Guest Speaker:    Peter McGarahan, Founder and President of McGarahan & Associates
                                
Agenda:
1:30 - 2:00  Registration, Networking, refreshments
2:00 - 2:10  Chapter business
2:10 - 3:30  Main Presentation/QA
3:30 - 4:00  Network Break / Survey / Prizes
4:00 - 4:30 RadioShack Help Desk Tour (Fort Worth ONLY)

Speaker Bio:

Peter McGarahan, Founder and President of McGarahan & Associates

Peter J. McGarahan is the founder and president of McGarahan & Associates. Peter offers 27 years of IT and Business experience in optimizing and aligning the service and support organizations of the Fortune 1000 to deliver value against business objectives. His thought leadership has influenced the maturity and image of the service and support industry. His passion for customer service led the Taco Bell support organization to achieve the Help Desk Institute Team Excellence Award in 1995. IT Support News named him one of the “Top 25 Professionals in the Service and Support Industry” in 1999. Support professionals voted McGarahan “The Legend of the Year” in 2002 and again in 2004 at the Help Desk Professionals conference for his endless energy, mentoring and leadership coaching. As a practitioner, product manager and support industry analyst and expert, McGarahan has left his service signature on the support industry / community.

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