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Using Service Goals and Metrics to Improve Help Desk Performance
by Mark Ellis, softcover, 30 pages, $19.95



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

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Last modified January 18, 2012