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Thursday, April 8, 2010
One Day Workshop
W. P. Carey School of Business
Tempe, Arizona
Measuring business performance remains a critical priority for most businesses. For services, measuring performance and selecting the appropriate metrics is not a straightforward task. While some manufacturing metrics can be applied to services, in most cases, these metrics leave out the customer's perspective.
In this workshop Vicki will describe how to decide what to measure and how to develop metrics that directly relate to the customer's service experience. You will learn how to create a metrics portfolio and understand what the metrics are telling you. Putting the right metrics in place is the first step toward driving high-impact performance improvement.
During the workshop, topics to be explored include:
- Understanding the elements of a good metric
- Selecting the "vital few" metrics for measurement
- Integrating service with other business metrics
- Using metrics to identify performance improvement opportunities
The first half of the workshop will help you learn about good metrics and how to align those metrics with a service organization's strategy. A case study serves as a powerful learning vehicle for exploring the unique challenges of measuring services from a customer's perspective.
Thursday, April 8, 2010
One Day Workshop
W. P. Carey School of Business
Tempe, Arizona
Pricing:
CSL Members $800 per person
Non-Members $925 per person
Non-Profit/Academic Pricing $675 per person
A complete website with further details and information is coming soon. If you would like further details or have any questions, please contact Kevin Burkhard, Director of Strategic Initiatives at Kevin.Burkhard@asu.edu or (480) 965-5235.
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A One-day Workshop Presented by the Center for Services Leadership with