SCP Executive Forum

SGSA will be hosting this unique event for executive level support professionals.  The aim is to provide an opportunity for you to network with your peers, share best practices, leverage research and discuss evolving trends and issues for the future of the services industry.

The day will be structured around two main topics.  Following each presentation, attendees will be invited to discuss how the issue affects them, what initiatives have been tried and been successful or not and to brainstorm how the issue could be addressed.  If time permits, delegates will be able to submit additional topics for discussion.

Following on from the meeting, attendees interested in driving best practices in these areas will be invited to join online discussion groups and attend further meetings.

The topics for the next forum are:

Online Support Communities

John Hamilton of Service Strategies will present the results of a recent study of Online Support Communities, conducted by Service Strategies.  Delegates will be invited to discuss the challenges that their organisations face in this area, report on any progress being made and share the emerging best practices.  

Effective Metrics for Knowledge Management

Dave Jobling of Sophos and Kevin Page of Mentor Graphics will present their summary of how measuring the effectiveness of knowledge management has evolved and the limitations of the metrics typically being used.  Delegates will then have the opportunity to work in smaller groups to identify the problems associated with measuring the performance of support analysts and the success of knowledge management initiatives, forums and communities.

 

The event will include a brief review of the Service Capability & Performance (SCP) Standards,

 

 

 

 

 

 

 

Terms and Conditions

Fees: The fees for this event covers all written materials, lunch and refreshments.  A VAT invoice will be sent to you once your booking has been made.  Please contact us if you do not receive this within seven days of booking.  Joining instructions will be sent to you approximately two weeks before the event.

 

Cancellations/substitutions: If you have to cancel 80% of the fee will be refunded provided written notice is received not less than 21 days in advance.  If you cancel later than this the full conference fee is charged.  A substitute delegate is welcome at no extra charge.  Provisional bookings must be confirmed in writing or cancelled within 10 days (within 48 hours of bookings made within 10 days of the conference date).

 

Event cancellations: Where circumstances force SGSA Limited to cancel the conference the liability of SGSA shall be limited to a refund of any fees paid for that particular conference.  SGSA Limited is not responsible for any consequential loss.

 

 

Event Details

When

Thursday, 18 June 2009
9.30 - 16:30

 

Where

Marriott Heathrow/Windsor Hotel
Ditton Road
Langley
Slough SL3 8PT
United Kingdom

Telephone: +44 (0) 1753 544244
Facsimile: +44 (0) 1753 540272

Book accommodation. Directions & Maps

 

Who

Senior technical support managers and directors with an interest in driving change and developing best practices for the services industry.

 

Fees

SCP Members:        Free
Non-Members:         £90.00 

 

Register
Click here for the registration form or contact us by email at enquiries@sgsa.com.