DMF for MBMFT/GO Continuation

Request
Koch Global Services ETS Service Desk is requesting approval to establish a program that will
help drive increased application of our MBM principles and mental models with collaboration
within the Service Desk. With the current MBMGo curriculum requires limited collaboration,
guidance, and structure. With this program proposal will require agents to be excused for one
hour per week to complete MBMGo in-person/virtual courses. With incorporating collaboration
along with MBMGo would allow individuals to obtain different perspectives from their
colleagues and peers.

Opportunity (Summary)
Koch Business Solutions Service Desk is seeking to modify the current MBMGo program that
will act as a solution to further integrate our MBM learnings into the Service Desk. Incorporating
collaboration within MBMGo will allow for different perspectives, opportunities, and strategic
thinking. This program will continue to break-down barriers as well as strengthen partnerships
and relationships at the Service Desk. (are we keeping scope limited to only SD participants?)

Background
I would suggest adding in a background section so you can talk about what we have done before.
MBMGo currently consist of an online course of 9 phases over each of the guiding principles.
The course is completed at the pace and interest of the employee. After completing the course
there is no additional action or collaboration to be taken.

In Scope:
 Global KGBS Service Desk (U.S., KTC and SNG(?))
 International Service Desk Team (KTC)
 Determine number of Participants and Facilitators, Meeting Structure and cadence
 Required time away from operations - per agent

Out of Scope:
 Integration of additional teams outside of Global KGBS Service Desk.

Recommendations, Key Benefits, Risks and Alternatives

Recommendation:
 MBMFT attended employee’s – Facilitator (If willing)Facilitators – Operation Leads and
Supervisors
 One hour meetings – Complete scheduled module phase / team collaboration—Any
needs for prep ahead of time?
 Go-Do’s – Supervisor Review

Key Benefits
 New and unattended MBMFT employee’s
 Improved Collaboration
 Improved Productivity
 Enhanced Learning
 Consistency across teams since launch of MBMGo
 Stronger application of MBM
 Risk
 Consistency of Facilitator
o Mitigation: Teaching outline for course leaders (does this need to be developed?)
Should it be?
 Decreased PCA and individual performance rankings
o Mitigation: WFM Schedule adjustments