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SupportWorld Live - Schedule Viewer

Covering critical topics across the entire service and support industry and serving the full range of professional needs (from senior management through to the frontline), SupportWorld Live gives you several days in a welcoming, energetic community to focus solely on delivering smarter service and better business outcomes.

Click on session titles for full session descriptions. All times noted are in PT.

Session 403: Optimizing Success: The Performance Office

Paul Fordiani  (Performance Improvement SME, Acuity, Inc)

Location: Grand Ballroom 106/107

Date: Thursday, May 19

Time: 10:15 am - 11:15 am

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

Track : Optimizing the Support Organization, Modernizing Service Management

Session Type: Case Study

Vault Recording: TBD

Audience Level: All

The most difficult aspect of service improvement is sustaining and maturing your improvement efforts. Many studies have shown that after the initial peaks of success, the curve of progress inevitably leads downwards, never again attaining the heights of the early phases of the program.

After several cycles of pulling staff from projects, programs, and contracts to support corporate ISO and CMMI certification efforts, our company reversed course, flipped the model, and created a permanent Performance Office within the Technical Solutions Group. With a broad charter to manage and maintain corporate certifications, the PO also had a narrower mission to improve performance for individual contracts and programs. To do so, they created a new role -- Champion -- that was embedded into program teams to establish and institutionalize continual improvement methods, such as measurement and reporting, operational assessments, management review, and "audit-like" activities.

In this session, Paul Fordiani will share the story of how the Performance Office evolved, some of its key successes, some pitfalls along the way, lessons learned, and general recommendations for those who want to stand up a PO at their organizations.


Attendees will learn about:

  • Pragmatic steps they can take to centralize improvement efforts
  • The role of Champion and lessons learned from its integration into programs
  • Generating specific, measurable requirements for improvement
  • Tailoring ISO process documentation into actionable, program-specific procedures