Hannover-Braunschweig-Göttingen-Wolfsburg Region
Kai Altenfelder is founder and managing partner of pro accessio, a management consultancy for companies in start-up or change mode seeking for sustained economic growth. He is an industry practitioner with more than twentyfive years of experience in building, leading and changing organisations, especially but not limited to service and support organisations. He has worked in aerospace, electronics, food, manufacturing, retail, software, transport and other industries. While working in support, Kai successfully lead projects to re-engineer organisations in areas such as centralising and decentralising service operations, creating self-service web portals, implementing trouble ticket and CRM systems, migrating to knowledge-centered support models (KCS) and developing customer satisfaction and feedback programs. During his time at SuSE Linux he was co-founder of the Linux Group within TSANet, the largest multi vendor support community. Kai currently serves as President on the board of the german chapter of the Association for Services Management International, an organization dedicated to the advancement of executives and managers in the high-tech services and support industry. In 2016 he has become the first and only Certified KCS Trainer in Germany. In 2022 pro accessio was recognized as a KCS Aligned Services Provider by the Consortium for Service Innovation. Today his company is still the only officially authorized and vendor neutral provider of consultancy and training for KCS, KCS Coach Development and Intelligent Swarming in the German speaking countries. With pro accessio he and his team of seasoned consultants focus on process and project management as well as on organizational change management. Specialties: Strategic planning Management coaching Peer coaching Organizational change management People programs Soft skill & leadership trainings Performance metrics Customer satisfaction and feedback programs Operations management Leading projects Open Source Knowledge Management
Providing consultancy for companies that are in start-up or change mode to establish sustained economic growth. Specialised in optimizing service & support processes, aiming at service excellence: - customer orientation - service orientation - success with selfservice - customer success - process optimisation - service design - knowledge management (KCS®) - collaboration culture (Intelligent Swarming®)
AFSMI (Association for Services Management International) ist der internationale Berufs- und Interessenverband für Führungskräfte der High-Tech-Dienstleistungsbranche. Der ehrenamtlich geführte AFSMI German Chapter e.V. ist seit 1990 dessen deutsche Repräsentanz. Wir vernetzen Führungskräfte im Service und sind eine Plattform für den vertrauensvollen Austausch von Wissen und Erfahrung. Darüber hinaus fördern wir die Aus- und Weiterbildung und den wechselseitigen Transfer zwischen Wissenschaft und Praxis. Wir helfen unseren Mitgliedern zukunftsfähig zu bleiben und Vorreiter in Service-Trends zu werden.
Open First
Support Driven is an online community of more than 9000 members who care deeply about support. We ask questions, share expertise, and help each other via the Support Driven Slack, supportdriven.com, and at events like SD Expo and SD Leadership Summit (formerly SUPCONF events).