Information on the location and date for our next Service Metrics workshop is coming soon.
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 and selecting the "vital few" for measurement
- Integrating service with other business metrics to create a comprehensive view
- Using metrics to identify performance improvement opportunities
Throughout the workshop you will learn about metrics using facilitated exercises, case studies, and best practices examples. You will have the opportunity to engage in a collaborative learning environment and learn from other participants about their unique challenges and ways in which their companies have successfully measured services from a customer’s perspective