HDI Southern Virginia Local Chapter Meeting April 28 th 2016 Matt Stirrup - President Meeting sponsor Regional sponsor

Agenda Local Chapter Officers introduction Our sponsor - Super Systems Inc Who are Ferguson Enterprises? HDI Corporate Updates It’s an Incident Dr. Watson – Rick Joslin

Local chapter officers Matt Stirrup President & VP, Communications Larry Johnson VP, Finance Dan Flowers VP, Content Relations (co) Michelle Benders VP, Content Relations (co) Mike Huddleston VP, Sponsorship Crystal Harvey VP, Membership Jon Allmond VP, Programs (co) Ed Bano VP, Programs (co)

Mike Kreider Super Systems Inc

Jennifer Ward Ferguson Talent Management

Business: Market leader in wholesale distribution of plumbing materials and construction supplies Headquarters:Newport News, VA Geography:All 50 states Outlets: 1400 locations Associates: Over 23,000 FY 15 Revenue:~$13 Billion

For more than 60 years, Ferguson has been committed to delivering excellence to every market we serve: Commercial Plumbing Residential Plumbing Waterworks HVAC Industrial Commercial MRO US Rankings Blended Branches#1 Waterworks#2 Industrial#3 HVAC#3

Headquarters National Sales Center Multiple Locations Brand New Showroom

“Don’t just slap a check down. Slap your heart down with it.” -Former CEO David Peebles

HDI Corporate Updates April 2016

HDI Membership: Now More Connected Than Ever Connect and collaborate with professionals who share your goals and challenges and gain exclusive access to the best industry resources—hand-picked by experts and practitioners. News and articles Industry research Podcasts and webinars Discussions And much more Only at the new HDIConnect! Connect.ThinkHDI.com

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Rick Joslin Executive director of certification and training for HDI responsible for the development and delivery of HDI’s training and certification offerings and strategic relationships. An author, speaker, and recognized expert in knowledge management, Rick has served on the Consortium for Service Innovation’ KCS Program Committee and is a KCS Certified Instructor. He also serves on the Strategic Board of Advisors for HDI, the HDI International Certification Standards Committee, and the Advisory Council of Indiana University of Pennsylvania's Business College. He was the founding chairman, of HDI’s Member Advisory Board, and continues to serve as a chairman emeritus. Prior to joining HDI, Rick was a principal consultant with IHS Support Solutions, VP of Customer Care for ServiceWare, VP of RightAnswers.com, and VP of Knowledge Engineering. Rick is on the board for the IT Certification Council and serves on the advisory council for Indiana University of Pennsylvania

© HDI All Rights Reserved It’s an Incident Dr. Watson Developed by Rick Joslin HDI Executive Director, Certification & Training

© HDI All Rights Reserved The Facts and Nothing but the Facts 16

© HDI All Rights Reserved Follow the Evidence 17

© HDI All Rights Reserved The Call Comes In 18 The call is answered quickly and a first responder is assigned.

© HDI All Rights Reserved Classification 19 What type of crime? Whose jurisdiction? What is the priority? What is the severity? Is this a known problem?

© HDI All Rights Reserved Initial Response Safety Emergency Care Establish Control 20

© HDI All Rights Reserved Secure the Scene 21 No more changes

© HDI All Rights Reserved Record Evidence 22 Document the symptoms

© HDI All Rights Reserved Collect Evidence 23 Listen to the customer

© HDI All Rights Reserved Interview Witnesses 24 Ask their name Use empathy skills Begin with open ended questions Use their name Paraphrase for understanding

© HDI All Rights Reserved Record the Data 25 Who? What? When? Where? How? Why? You don’t know what might be important.

© HDI All Rights Reserved Seek to Understand What We Know 26 Search the Knowledge Base

© HDI All Rights Reserved Ask Clarifying Questions 27 Use closed ended questions Confirm what you heard Get another perspective

© HDI All Rights Reserved Analyze the Evidence 28 Search the Knowledge Base again

© HDI All Rights Reserved Return to the Scene 29 Get a closer look at the evidence Verify the evidence and witness statements

© HDI All Rights Reserved Consider Possible Motives 30 Establish a list of possible causes

© HDI All Rights Reserved Test the Most Probable Causes 31 Consider frequency of occurrence and the cost of the test Don’t overlook the simple stuff

© HDI All Rights Reserved Call Your Backup - Get Help 32 Are special skills needed? Does the severity require escalation?

© HDI All Rights Reserved Resolve and Recover 33 Emergency Care comes first Stop the pain Get the customer back to work

© HDI All Rights Reserved Incident Closure 34 Confirm Resolution Capture or Update the Knowledge Document Actions

© HDI All Rights Reserved Incident Ownership 35 Monitor, track, and communicate status

© HDI All Rights Reserved The CSI Way 36 1.Initial Response: Touch nothing, Observe and Listen 2.Secure and Document: Touch nothing, Record observations 3.Collect Evidence: Bag it and Tag it 4.Interview Witnesses: Question and Record 5.Analyze Evidence: Identify and Eliminate Record all data and actions

© HDI All Rights Reserved CSI: A Guide for Law Enforcement 37 Initial Response/Prioritization of Efforts 1.Receipt of Information 2.Safety Procedures 3.Emergency Care 4.Secure and Control Persons at the Scene 5.Boundaries: Identify Establish, Protect, and Secure 6.Turn over Control of the Scene and Brief Investigators 7.Document Actions and Observations Source: January 2000 by the US Attorney General

© HDI All Rights Reserved Kepner-Trego’s Problem Analysis 38 A.K.A. The KT Process 1.Define the Problem 2.Describe the Problem 3.Establish possible causes 4.Test the most probable cause 5.Verify the true cause

© HDI All Rights Reserved ITIL® Incident Management Process 39 1.Incident Detection and Recording 2.Classification and Initial Support 3.Investigation and Diagnosis 4.Resolution and Recover 5.Incident Closure 6.Incident Ownership

© HDI All Rights Reserved Thank you for attending this session. Please fill out a session evaluation form. Contact details: Rick Joslin HDI Executive Director, Certification & Training (412)