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"Initially I went in with all the 'engineerish' skepticism. But it taught me how to ask the right questions to understand and solve problems."
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KT Review

Kepner-Tregoe REVIEW. Financial Services Edition.
Focus on Service Value

 

The KT Review Financial Services Edition features articles and best practices that focus on improving operational performance for financial services organizations. This issue explores rational, systematic approaches to improving service and support.

The KT Review is published regularly by Kepner-Tregoe for email subscribers. To request a free email subscription, which includes our special editions, use the subscription link below. You may opt out of your free subscription at any time.
Visit www.kepner-tregoe.com/servicevalue

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ITIL V4?
by Steve White, Global Coach, Kepner-Tregoe Technical Practice

Now that ITIL V3 is out the door, what’s V4 going to look like? Steve White looks at how the focus has changed with each version of ITIL and looks ahead to V4 as organizations are increasingly organized around managing customer value.
(Previously published in Vital Signs: Life in the World with IT)

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Seven Constructs That Create A Customer-Focused Culture
by Shellina Damji, Regional Director, Kepner-Tregoe North American Technology Practice

Service and support organizations with a customer-focused culture create customer loyalty, the key to profits and growth. The “7 Cs” of a customer-focused culture are the essential building blocks of creating and sustaining a loyal customer base. These seven essential constructs are addressed by asking and answering questions about your organization, your customers, and the world in which you operate.

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Global IT Company Reduces the Cost of Critical Support by 40%

With the cost of critical account escalations averaging over $2 million, the support function of a global lT leader worked with KT to reduce the cost of these critical referrals while maintaining or improving service.

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