KT (Kepner-Tregoe)

KT (Kepner-Tregoe) is a very popular troubleshooting methodology in the world and has been acknowledged by most of the Fortune 1000 companies. It provides a common thinking process to leverage the combined knowledge, experience, intuition, and judgment of a team, resulting in better decisions and faster troubleshooting. This will result in reduced costs due to the reduction of rework that is prevalent in most escalated and cross brand collaboration issues. It will reduce the number of escalations, complaints and critsits and lead to quicker resolution thereby further reducing costs. Improved client satisfaction will see an increase in revenue, specifically in services & support. 


So far, KT has been used widely in IBM client support organization, including Level2 support in CDL. We are able to use this systematic way to understand clients' problems and situations. It also provides us a consistent logical method and language within the team to improve communication effectiveness. We have seen lot of benefits and great impact to the engineers.  We are currently growing more KT instructors in an effort to bring in this powerful method to more engineers. Currently there are over 150 engineers have participated the KT training in CDL since 2008.