Raising the Bar…Continuous Improvement at Telcordia’s Help Desk Center Carol Panza describes how she worked with Telcordia to improve their help desk process. This paper focuses on the steps involved in determining the goals for the process, where it fit within the organization, and how it was modeled.
Carol M. Panza
Carol M. Panza is a management consultant specializing in organization, process and position analysis for the identification of performance improvement opportunities for clients representing not only a broad range of industries and functions, but also including many countries and cultures internationally. Carol became a consultant in 1978. Since 1985, she has operated as CMP Associates completing a variety of highly successful projects.
She has made frequent presentations to national and international organizations on performance topics, is the author of many published articles and has contributed chapters to several books. She is also the author of a book first published in 1989 entitled, Picture This, . . . Your Function, Your Company . . . The book includes an overview of the performance technology with a concentration on Organization Mapping as one very useful analysis tool.
Carol holds a BS degree in Marketing and an MBA in Industrial Relations. She is a member of the 2001 - 2003 Board of Directors for the International Society for Performance Improvement (ISPI). Carol has held various leadership roles on the local chapter level for both ISPI and the American Society for Training and Development (ASTD). She is a member of the American Society for Quality Control (ASQC), the International Federation of Training Development Organizations (IFTDO) and the British Institute of Management (BIM).
Technical Brief: An Air Travel Security Planning Map
January 6, 2003 , By
Technical Brief: An Air Travel Security Planning Map Carol Panza explains how organizational mapping can help managers understand all of the processes involved in a given strategy. In this case she shows how she worked with airline managers to figure out which processes might be affected by new security requirements.
