CC Expo is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

SupportWorld Live Schedule 2024

HDI's SupportWorld Live provides inspirational sessions that matter to you, with high-quality speakers and more practitioner-led case studies than ever, this conference is sure to educate and inspire you.

You can find specific sessions by checking the conference tracks and/or conference pass types on the left hand side below. Check back frequently, information is added weekly! Click on session titles for full session descriptions. All times noted are in MST.

Session 107: From Chaos to World Class: The Process Maturity Model

Joel Koh  (Principal Team Leader, Continuous Improvement, Chick-fil-A)

Location: Room 201

Date: Tuesday, April 30

Time: 10:15 am - 11:15 am

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass - Get your pass now!

Track : Optimizing the Support Organization, Leading World-Class Teams

Session Type: Session

Vault Recording: TBD

Audience Level: Fundamental/Intermediate

This workshop is specifically tailored to equip managers with the strategic framework necessary to elevate your support desk’s capabilities to world-class standards. Discover the four key drivers in steering your team towards remarkable outcomes. Then, diving into the 'process' driver, learn the transformative power of the Process Maturity Model. This model will provide you with a proven roadmap to significantly enhance your support desk’s performance and leadership capabilities. Join us to transform your team's potential into transformative success.


1) Understand the key levers that managers have to create value with their teams
2) Understand the process maturity model which shows the level of operational excellence
3) Understand how to increase your process maturity to world class levels