The wait is over! Today is the first day of our conference. Services leaders from across the country and around the globe stared arriving as early as 7:00 a.m. to claim their badges and bags. Attendees could choose either traditional check-in or self check-in, making for a streamlined and efficient process. Although the vast majority of attendees registered early for the three-day event, we also welcomed a number of late arrivals and one-day pass holders, surpassing registration expectations.

First on our agenda were two pre-conference professional development courses, designed to offer in-depth content on topics important to our members. The sessions were led by Mark Sloan, COO of RTM Consulting, and David Kay, principal of DB Kay and Associates.

Mark’s presentation on “Global Resource Management” provided eager listeners with an understanding of the global resource management (GRM) process, a comprehensive review of GRM principles, and a foundation on which they can develop a GRM adoption/execution plan for their own organizations. Mark is considered an industry pioneer with respect to defining and deploying global resource management processes.

In David’s session on “Implementing Knowledge-Centered Support,” attendees discovered how to implement a proven best practice for knowledge management, maintain knowledge without slow and expensive review queues, and increase internal efficiency and self-service effectiveness. To help illustrate points in this talk, David’s group left the classroom setting for some experiential learning. David is an expert in the areas of knowledge management, self-service, feedback management, and collaboration.

Check back soon, as I’m off to the opening keynotes, and I’m sure they’ll be a lot to share.

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