The Third Door Approach to Process Improvement

Guest Speaker, Rae Ann Bruno will be walking us through the third door approach of process improvement!

When: Thursday, January 25th 11:30am - 1:30pm

Where: 5909 Peachtree Dunwoody Rd. Bldg. D, Floor 11, Atlanta, GA 30328

Lunch | Prizes | Raffles

The Third Door Approach to Improving Employee Experience

In the book, The Third Door, Alex Banayan advises readers that if you can't achieve your goals by going through the main entrance, you can always find another way – through the third door.

Isn't that true for IT as well? If the main entrance – processes, procedures, and technologies – isn't easy or fast enough, don't customers bypass processes and find another way? Whether it's going to people they know and trust, escalating, becoming the squeaky wheel, or creating their own solution, customers find a way to get what they need and expect even if they do know how it's supposed to work. In other words, if the experience isn’t good, people find ways that are easier, faster, or preferred.

To improve experience, both for your customers and your IT employees, it is important to understand the reasons people seek the third door. Learn how to go beyond operational metrics to understand what customers really want, need, and expect and what they think and feel.

By embarking on an experience journey and combining SLAs and XLAs, you can build processes and deliver experiences that increase engagement, improve perceptions of IT, and enhance the overall employee experience within your company.