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Session 306: Turning the Aircraft Carrier in Higher Ed: Texas A&M's KCS Voyage

Jon Griffey (Associate Director, Service Desk, Texas A&M University)

Michael Crocker (IT Manager, Knowledge, Texas A&M University)

Matt Lacy (Senior IT Manager, Help Desk Central, Texas A&M University)

Location: Sebastian I-3

Date: Wednesday, April 10

Time: 3:00pm - 4:00pm

Pass Type: Conference and Expo Package, Executive Connections - Get your pass now!

Track: Service Management

Format: Case Study

Vault Recording: TBD

Audience Level: All

In some organizations, changing directions, culture, or business processes can often feel like trying to turn an aircraft carrier. For Texas A&M University's Help Desk Central (HDC), it's no different. HDC's seven full-time staff and 50+ student technicians handle an annual volume of 140,000 contacts and experience a near-95% turnover rate every three years, losing its best and brightest to graduation and internships. In this session, learn how Texas A&M's 18-month Knowledge Center Service (KCS) voyage helped strengthen its documentation practices, bolster its knowledge base process development, and accelerate employee time-to-proficiency while challenging attendees to think about how KCS might assist them on their own continual service improvement journey.

Attendees will walk away with a better understanding of:

  • How to develop a KCS implementation plan.
  • How to develop on-going KCS training
  • How to create a feedback loop between agents and KCS managers for process improvement
  • How to evaluate and report on KCS metrics