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OUR EXCLUSIVE WORKSHOP
Wednesday, November 4, 2009
8:30 to noon
Phoenix Ritz-Carlton Hotel
Price: $550 per person
Service Metrics: Measuring and Improving
Performance From the Customer's Perspective
 Vicki Smith Daniels, Ph.D.
Professor of Supply Chain Management
W. P. Carey School of Business
Arizona State University |
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. 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. The second half of the workshop will be spent applying the metrics approaches to your company, so to get the most value out of the session, we strongly encourage you to come with a team member from your company so you can work together on creating your metrics portfolio. If you cannot come with a team member, you are still welcome to register and attend.
Wednesday, November 4, 2009
8:30 to noon
Phoenix Ritz-Carlton Hotel
Price: $550 per person
You may add this workshop to your Compete Through Service Symposium registration, or you can attend the workshop as a stand-alone session. Don't delay to register, as seats in the workshop are limited and available on a first come first serve basis. |
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