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Helen Morris
Helen is an experienced trainer, consultant and service delivery manager focussed on providing customer satisfaction and business benefits. Many of her assignments involve an initial assessment against best practice, recommendations for improvement and target setting. She leads programmes to achieve significant improvements in customer satisfaction, quality of service, reduced costs and better control.
Helen has worked with a number of organisations to develop their service management strategy and has been a key player in the implementation of the strategy within the organisations.
Many of Helen’s assignments have involved the assessment and restructure of the support environment, to provide improvements in cost efficiency and customer satisfaction. This has often required working across a broad spectrum of the business to achieve an agreed approach within the organisation.
Whilst working with Unisys, Helen was the overall support manager for the liaison with Microsoft for the launch of the Windows 95 operating system. Helen designed and delivered customer service and support techniques training to meet and exceed the targets set by Microsoft for customer satisfaction. The team achieved improvement from 65% to 80% overall satisfaction rating, of which 60% were very satisfied.
Helen also designed and managed the support of the outsource support contracts worth £4.5 million for a major software company, £750K for a national credit agency, and £1.3 million for a major information technology manufacturing company. Utilising the service improvement programme designed for the Microsoft contract, Helen and her team were able to ensure the company maintained its £500K resource budget with maximum staff retention. As part of the improvement programme, Helen was the lead trainer for the rollout of the programme across the European call centres, achieving an improvement of overall customer satisfaction from 53% to 71%.
Throughout this period, Helen was leading a team to achieve and maintain successful ISO 9001 compliance within the division. This included extensive process re-engineering in the support division to ensure efficient and effective process to support the customer satisfaction targets.
An assignment with a blue chip telecommunications company allowed Helen to implement strategies for introducing best practise into the service delivery management team, as the lead for the rollout of ITIL. This formed part of the company initiative to achieve BS15000, in which Helen was a key player, specialising in Incident and Problem Management.
Regulatory standards
Helen has been a programme leader for regulatory affairs for a global information technology manufacturer, national telecommunications company and a worldwide information technology services and solutions company. Her expertise covers ISO9000 / ISO 9001, BS15000 and COBiT, and the benefits that these bring when implemented with Service Management disciplines.
Helen has taken organisations through pre-audit reviews and has taken the role of internal auditor for the companies to assure compliance to the required standards.
Recently, Helen has also taken a leading role in achieving Sarbanes Oxley compliance within the Information Services division for a leading automotive manufacturer. She led an initiative within the company to implement the COBiT standards and controls, to enable the organisation to maintain Sarbanes Oxley compliance into the future.
Customer Satisfaction
Helen has designed and implemented customer service training programmes for a number of organisations, focussing on the techniques and skills required by the service desk to achieve maximum customer satisfaction, and to maintain this through a programme of continuous review and improvement.
Education and Training
Helen has a lively and informative approach to delivering both in-house and public courses on Service Management. She is an accredited ISEB trainer and experienced workshop facilitator.
She believes that training and education are major factors in the successful introduction of best practise to business environments. Helen enjoys delivering bespoke training designed to meet specific customer needs.
Best Practice
Helen is an enthusiastic member of the itSMF, and is looking forward to expanding her role within the organisation in the future, as part of the review team for the new version of the best practice framework. She has recently spoken on Cultural Change at the itSMF Conference 2006.
Client Organisations
These include: BT, Unisys Ltd., LloydsTSB, Abbey, Nationwide, Daimler Chrysler UK, MoD, DWP, Norfolk County Council, Suffolk County Council, GEC Marconi, PWC, Thames Valley Police, Vodafone, O2, Olivetti (now Getronics), Computer Associates (Cheyenne software), Equifax, Computacenter.
Liz Gallacher
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