{"id":44965,"date":"2012-10-11T22:15:05","date_gmt":"2012-10-11T22:15:05","guid":{"rendered":"https:\/\/kepner-tregoe.com\/about\/news\/building-and-sustaining-service-operation-excellence\/"},"modified":"2025-07-22T10:21:57","modified_gmt":"2025-07-22T10:21:57","slug":"building-and-sustaining-service-operation-excellence","status":"publish","type":"news","link":"https:\/\/kepner-tregoe.com\/zh-hans\/about\/news\/building-and-sustaining-service-operation-excellence\/","title":{"rendered":"Building&#8230; and Sustaining&#8230; Service Operation Excellence"},"content":{"rendered":"<h2><\/h2>\n<p>Trina Crockett will host an online webcast on January 19th on building and sustaining Service Operational Excellence in the context of IT Incident and Problem Management. It\u2019s completely web-based and free.<\/p>\n<p><strong>Building\u2026 and Sustaining\u2026 Service Operation Excellence<\/strong><\/p>\n<p>The natural affinity of technology service organizations towards software and technical training as the predominant solutions to their service challenges leaves them in a widening gap between customer expectations and actual service capability. And yet, due to product commoditization and the omnipresence of the internet, pressure is mounting for the service business to build customer loyalty. Therefore, today\u2019s service functions must be efficient and effective in how they provide solutions to customer incidents and problems.<\/p>\n<p>This presentation will examine the factors that drive a successful service function. It will challenge the traditional \u201ctechnology is the answer\u201d\u00a0 paradigm by demonstrating how a more strategic, process\u2014and people\u2014driven approach is critical to delivering a consistent, high quality problem resolution. It will introduce a number of methodologies and approaches\u2014centered on the concept of creating Customer-Lifetime-Value \u2013 that allow the service business to assess what drives performance and leverage its most valuable service asset\u2014its people.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Trina Crockett will host an online webcast on January 19th on building and sustaining Service Operational Excellence in the context of IT Incident and Problem Management. It\u2019s completely web-based and free. Building\u2026 and Sustaining\u2026 Service Operation Excellence The natural affinity of technology service organizations towards software and technical training as the predominant solutions to their [&hellip;]<\/p>\n","protected":false},"author":5,"featured_media":8141,"template":"","class_list":["post-44965","news","type-news","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.7 (Yoast SEO v27.7) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Building... and Sustaining... Service Operation Excellence - Kepner-Tregoe<\/title>\n<meta name=\"description\" content=\"Trina Crockett will host an online webcast on January 19th on building and sustaining Service Operational Excellence in the context of IT Incident and\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/kepner-tregoe.com\/zh-hans\/about\/news\/building-and-sustaining-service-operation-excellence\/\" \/>\n<meta property=\"og:locale\" content=\"zh_CN\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Building... and Sustaining... 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