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A good performance measurement program is an essential management tool.  A poor one does more harm than good.  How can you tell the difference?  Support center consultant Mark Ellis shows you how to build a world-class measurement program by focusing on three service goals.  You'll learn how to select goals and metrics that will keep your support center on a path of continual improvement.

Table of Contents

1. The need to measure service performance
   • Complex products, diverse customers
   • The global, mobile workforce
   • Understanding the role of service
2. Goals versus metrics for improving help desk performance
   • Three core service goals
   • Metrics support each goal
   • Selecting the correct metrics: Case Study I
3. Balancing your service goals and metrics
   • Balancing service goals for overall success
   • Balancing metrics to support each goal
   • Commitment starts at the top
4. Dashboard indicators for a smooth ride: selecting metrics
   • Avoiding potholes for your customers: customer satisfaction metrics
   • Enjoying the scenery: employee satisfaction metrics
   • Improving fuel efficiency: cost and workload metrics
5. From metrics to models
   • A powerful decision tool:: Case Study II
   • No free lunch: Case Study III
   • "Data don't lie." Says who?  Case Study IV
6. Measurement and review processes
   • The need for short- and long-term assessments
   • Closed-loop quarterly review process
   • Summary