Performance to Quality, by Malcolm Fry, softcover pamphlet, 38 pages, 2002, $12.95 Sorry -- Out of Stock

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Overview

Performance motivators are easy to understand and generally fairly easy to collect from telephony and simple incident logging products.  However, measuring quality is not so easy.  Quality requires a bigger commitment because we have to record more incident details, perform problem management ,and eliminate incidents, rather than just letting the service desk keep solving them.

With today's customers having higher expectations, customer support organizations need to become more quality driven while retaining the necessary levels of performance, and this means starting a Quality Improvement Initiative.   This book will show you how to plan, develop, and implement a quality improvement program.

Table of Contents

1. When did the world change?
   • Technology profit triangle
   • From leading edge to business process
   • Enabling the enablers
2. What is the difference between performance and quality?
   • Why are we performance oriented?
   • So why are we becoming more quality driven?
3. The Quality Improvement Initiative
4. Service Level Management
5. Balanced Approach
   • Incident escalation metric scale
   • Incident escalation metric reporting
   • Balanced score sheet, performance, and quality metrics at a glance
6. Surveys, meetings, and visits
7. Service Improvement Program
   • Service improvement program tracking

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Title Index
Subject Index
Author Index
Catalog Index

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