Session 602: Of Questionable Value: The Penn State OAR V*A*L*U*E Transformation (Case Study)

Wednesday, October 17 at 2:45 PM

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Penn State's Outreach Analytics and Reporting (OAR) team was struggling: after losing nearly half of its staff, customer were complaining to their director about missed deadlines and questioning the quality of the team's reports—questioning the value of the team overall. Overwhelmed with work and with morale in a deep slump, it was hard to imagine things could get better. Changes were needed—and fast.

Change came in the form of a renewed focus on the team's mission. This session is a candid look at the mountain the OAR team faced, how they chipped away and climbed to new heights, and how they continue to triumph through transformation. Attendees will walk through OAR's "Path to Value Transformation," with stops at:
• Questionable Value: The OAR "before" state
• Vision: Defining and clarifying the team purpose
• Alignment: Customer focus and putting first things first
• Leverage: Teamwork, management buy-in, process, and tools
• Uniqueness: Candid, objective, and honest assessment
• Execution: Laying the course, staying the course
• Tangible results: OAR today and for the future

Cory Kite

Associate Director
Penn State University

Cory Kite is an Associate Director of an Analytics and Reporting team at Penn State University that supports online learners and fosters growth of online learning at World Campus, Penn State's online campus. Cory leads a team of developers and analysts who design and implement interactive dashboards and small applications. Cory believes that in order to achieve wildly important goals you have to be willing to fail, show how much you care about each employee, and celebrate their successes. Cory shares a vision of innovation and employee ownership with his team, enabling them to take risks and be proud of their successes.
Cory was also an international road warrior for five years implementing and supporting regulatory asset management software. Working with companies of various sizes has given him the unique perspective of core company processes, what works well, and maybe not so well. Cory holds a BS in Information Sciences and Technology from Penn State University.

Ken Wendle

Edify ITSM

Ken Wendle, known for his pragmatic and insightful advice, whether as instructor, consultant, or speaker,and is past member of the HDI Strategic Advisory Board and current member of the SMW Advisory Board. Ken is recognized for his pivotal role in creating awareness, adoption, and global expansion of ITIL and ITSM best practices. He is the author of numerous white papers and articles, and his entertaining presentations have been a enjoyed nationally and internationally. Ken is also the only person (thus far) to have received two prestigious industry awards: the itSMF USA Lifetime Achievement Award (2007) as well as the HDI Ron Muns Lifetime Achievement Award (2016).