best-in-class resource management

Presented by TSIA, October 23 – 25, 2017, ARIA Resort & Casino, Las Vegas

TSW has a strong reputation for delivering unparalleled peer learning, networking, and idea sharing opportunities within the technology and services sector. The fall conference has an expected attendance of over 1,800 leaders from all areas of tech who will gather to learn the latest best practices and strategies for transforming their businesses for future success.

RTM Consulting sessions will include:

Leveraging Best-in-Class Resource Management to Enable the Professional Services LAER Engine

The decision to implement a centralized RMO is largely driven to improve or sustain healthy utilization, and thus, strong PS margins. But a centralized RMO is also a key ingredient to enabling a positive and profitable customer experience. Whether it is landing customers or driving expansion, these are not transactional events. Rather, they require the right resources doing the right things at the right time. This presentation will provide attendees with a comprehensive review of global resource management principles and best practices leveraging Just-in-Time Resourcing® (JITR). Bo DiMuccio, VP Research, Professional Services at TSIA will share research data on RMOs to underscore their importance and value. The session will explain how these practices were applied to a global PS organization, supporting large, complex clients where expanding and extending customer relationships are critical to company success. Jeff Sontheimer, Vice President of Global Services Enablement at Guidewire, will share how they designed and implemented a global RMO. Learn how Guidewire deployed a best-in-class RMO, the key success factors, approach, outcomes and lessons learned. This interactive session will allow you to evaluate your RM capabilities, and how to improve it to allow your PS organization to better support your customer’s journey.

Best Practices in Developing a Holistic Approach to Learning and Development

Skills development is a vital element of a successful Services organization. As the technology industry continues to experience major transformation, with the introduction of new business models, evolving service offerings, and increased customer expectations, how do you prepare and develop your resources to be successful? It is not as simple as providing them with more training on your company’s products and technologies. Instead, it requires a much more holistic approach to learning and development in order to thrive. In this session, attendees will learn what are the key elements of skills development for Professional Services, define the key components of a holistic learning and development program, and identify essential steps to get started on developing the program for their organization.

Driving a Superior Field Service Customer Experience: Best Practices in Dispatching

When after the sale something breaks, dispatching becomes the long pole in the Field Services tent. Driving a superior customer experience when responding to a customer incident depends on a multitude of factors such as availability of a tech with the right skills, coordination of incident dependencies (e.g.: parts, vehicles) necessary to achieve SLA objectives, effective customer communications, mobile support capabilities, incident handling automation tools, escalation management and much more. In this highly interactive panel session, Vele Galovski, VP of Research, Field Services for TSIA, and Randy Mysliviec, President of RTM Consulting, will share insights on trends and best practices for Dispatching followed by a panel discussion with FS leaders from TSIA member companies Diebold Nixdorf, Pitney Bowes, and Compugen.