Whats all the Buzz about Collaboration?

Is a healthy support organization a quite calm place or a beehive of activity and interaction? The Consortium for Service Innovation has been studying collaboration as a critical element of the support process; we call it intelligent swarming. In this session we will describe the work we have done on assessing the health and value of collaboration in support. We will explore questions like;

• When does collaboration create value and when is it inappropriate?
• Is your organization a collaboration friendly place?
• What can you do to improve the collaboration factor and what are the benefits?
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  About the Speaker

  Greg Oxton is the Executive Director of the Consortium for Service Innovation. Greg has extensive experience in the support business and has held numerous management positions in his 16 years at IBM and 6 years at Tandem Computers in operations, planning and global support strategy development. Greg’s specialty is customer service strategy and organizational development.

  Through his work with the Consortium members in facilitating the process of collective thinking and collective experience Greg has developed rich insights about the KCSsm (Knowledge-Centered Support) principles. From his experience with the Consortium members in adopting KCS he is also facilitating a vision and a leadership model for the future of customer service and support.