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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)

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 session covers two key concepts. First, you will learn the purpose of a manager is to get better outcomes. To get those better outcomes, managers have four basic/general levers to use in leading their teams. Second, we will dive into the lever of "process." We will learn how to transform your team's work from chaos to world class by understanding and following the process maturity model. There are several audience questions that are included throughout the presentation. The goal of this presentation is to give any manager the framework and steps to grow a support desk's capabilities to truly be world class.


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