? ? ? Result Increased customer satisfaction and service level achievement Action ! Require all staff members to earn HDI certifications Challenge ? Inconsistent service and lack of best practices HDI Case Study 8 HDI Team Certified Award 9 HDI Research 24 Professional Development 32 Includes HDI COURSE CATALOG | TRAINING SCHEDULE JANUARY - JUNE 20148 “I think HDI certification sends an important message that an organization is committed to a rigorous process, to investing in its employees’ professional development. It also helps set the stage for being able to expect and obtain measurable results!” – Alan S. Brody, Coordinator of IT Application Support, Fairfax County Public Schools Result Action ! Challenge ? Inconsistent service and lack of best practices created by a hel

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