Kepner Tregoe launches Frontline, a simulation-based training solution for frontline IT support and shop floor employees and operators

9/12/2018

Kepner-Tregoe (KT), a global consulting and training firm focused on operational excellence, IT service management, and training, today announced the launch of a new training product, “KT Frontline”. Frontline utilizes simulated scenarios, minimal theory and maximum application and was created for frontline employees in a range of industry sectors working in operations, manufacturing and IT. KT Frontline is designed to increase problem solving efficiency and agility and strengthen skills in quick incident resolution “at the front-end”.

Designed based on clients’ needs to solve problems more quickly, Frontline provides the initial “points-of-contact” in an organization with the tools and problem-solving skills they need to address client issues effectively, resolve problems, provide quality documentation for further investigation, and reduce downtime. KT Frontline is used by help and service desk employees in IT service management as well as frontline technical support (field and remote). In manufacturing and processing environments, Frontline is beneficial for shop floor employees, machine operators, and maintenance team members that are looking to solve problems “where they appear”.
Frontline’s integrated experiential learning format merges instruction, simulation, and hands-on coaching to create a dynamic, collaborative learning experience for employees who may not be able to attend multi-day training or go offsite. Managers of client-facing teams such as help and service desk personnel now have the ability to provide their employees with the tools that allow them to resolve issues quickly and efficiently, sharpen their analytical skills, and, if necessary, provide effective escalation of an issue with the end goal of reducing downtime and resolving client issues.

“KT Frontline was created with our clients in mind. Companies are grappling with reducing time away from work for training employees, yet there is also a heightened customer expectation of excellent service, swift issue resolution and minimal downtime. KT Frontline equips these critical support teams in IT and manufacturing environments with tailored, effective problem-solving skills.” Said Christoph Goldenstern, VP of Innovation and Service Excellence at Kepner-Tregoe.

Frontline is delivered in a group workshop setting using a cloud-based platform. The training uses simulated scenarios of growing complexity and operates like an app, with substantial interaction and collaboration required among participants in the class and live dashboards. Frontline also uses gamification to engage participants and demonstrate the impact of using a structured process to gather relevant information about the incident. The “swap case” technique reinforces the importance of quality documentation as the foundation for effective escalations and hand-overs as part of an end-to-end problem-solving process.

“Another key finding from our work with clients that ultimately led to creating KT Frontline was that establishing common processes and a common language for incident resolution was important right from the start of the organizational problem-solving process to solve problems where they occur or provide higher quality escalation for higher-level troubleshooters. Companies see immediate improvement after just one day of training when employees return to their jobs.” said Goldenstern.

KT Frontline is now available from Kepner-Tregoe at:
Frontline for Service Excellence
Frontline for Operational Excellence

About Kepner-Tregoe
Kepner-Tregoe is a global management consulting firm. For 60 years, we have provided consulting and training services to many of the world’s leading companies across multiple industries. Our team of consultants delivers data-driven and scalable results that help our clients improve operations and profitability. For more information, please visit: http://www.kepner-tregoe.com