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Session 305: UFFA in the Pandemic Age: Why Continuous Knowledge Improvement Means More Than Ever

Jarrod Sandel  (IT Service Management Manager, Michigan Medicine (University of Michigan))

Erik Zempel  (IT Service Management Director, Michigan Medicine (University of Michigan))

Date: Tuesday, November 9

Time: 3:15pm - 4:15pm

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Track: Pursuing Service Excellence

Session Type: Case Study

Vault Recording: TBD

Audience Level: All

March 2020 is etched into our collective consciousness. As organizations the world over sent office workers home due to the pandemic, service and support professionals will never forget the mad rush of customers hastily trying to work remotely, many for the first time in their careers. Contact volumes soared as customers stumbled to resume their jobs in the "new normal." For Michigan Medicine, this meant a new approach to shifting left.

In this session, Erik Zempel and Jarrod Sandel will share why Michigan Medicine opted to revise its knowledge management processes in the midst of the pandemic. They'll cover:

  • How Michigan Medicine quickly redeployed knowledge and how reimagining knowledge management has paid dividends
  • How they learned to incorporate feedback loops into their knowledge management practices
  • How they increased the value of knowledge management by leveraging it in automation and problem management

You'll leave this session with a deeper understanding of incident analysis, organizational change management, setting standards, and, ultimately, delivering better services.