23 September 2013 | Driving Service Improvement Programs using 'CMMI for Services' - A best practice approach
In today’s world organizations have to face multiple complex challenges and have been in a constant quest for solutions that enable better, cheaper and faster services that deliver business goals. Over the years, organizations have leveraged best practices from ITIL/ ISO/ Lean/ Six Sigma/PMBOK etc. to support Service excellence programs and initiatives. However, leaders of global operations are realizing that the next evolution is in institutionalizing deployment as well as boosting the business benefits while continuously enriching best practices.
With the release and rapid massive adoption of the CMMI for Services (CMMI-SVC) – a new best practices framework oriented towards a service provider organization (internal or external), several global organizations are already reaping greater value from their Service Management programs and practices.
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Date: 23 September 2013, Monday Time: 7pm to 9pm, Registration and Buffet Dinner (Vegetarian and Non-Vegetarian Halal) starts from 6.30pm Location: SMU School of Economics and Social Sciences | 90 Stamford Road | Seminar Room 2.5 | Level 2 SPMI Members: SGD 30.00 PDU: 2 This event is strictly for SPMI Members only. Please log-in to our website prior to registration. |
This session aims at sharing industry experiences on how CMMI for Services can provide one of the most holistic approaches towards driving Service Improvement Programs. Some of the key topics covered are:
- How to boost and sustain continual service improvement efforts by utilizing the CMMI process improvement infrastructure (e.g. Process Engineering Group, Process and Product Quality Assurance etc.)
- How to mature Project Management practices - from reactive to proactive
- How to deploy and institutionalize Project and Service Management processes.
- How to utilize Integrated work management practices from CMMI SVC with other existing and futuristic best practices references like ITIL, Lean, Innovation and ISO
- How to enhance Capacity and Availability Management practices to deliver business impact.
- How to use CMMI to assess what is being done. Benchmarking with CMMI SVC
- How to set up an effective roadmap for boosting overall service excellence framework – best of all worlds
About the Speaker
Deepak Chopra
Senior Consultant, Service Excellence- QAI
Deepak has led, advised and facilitated several large global, shared services and IT enabled organizations, many of which are part of Fortune 500 list, to conceptualize setup, develop, execute and continuously improve business, service and engineering processes to achieve service and operational excellence.
He is a multispecialty expert on models such as CMMI SVC, CMMI DEV, ITIL, ISO and approaches like Agile (XP, SCRUM etc.), Lean, Six Sigma, and has a vast experience in maximizing business value from multi-best practice models and frameworks customized to specific organizational environments.
Industry domains where he has driven Service Excellence initiatives include: IT (software and integrated systems), Banking, FMCG, Telecom, Defense, Power, Shared Services/Captives/Back Offices, Health Care/ Insurance, and Consulting.
Some of the leading clients that he has consulted to include MetLife, Sun Life Financials, Accenture, Ericsson, Capgemini, Panasonic Genpact, United Health Group, Cadbury Schweppes, Sungard, TATA Power, Prudential, Great Eastern Life etc.