A good program of performance measurement 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.
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Editorial Reviews
About the Author
Mark has over 20 years experience in operations management and customer support. An advisory consultant at The Bentley Company, he helps many Fortune 500 customers achieve world-class service and accomplish their business goals by creating balanced performance models that work for each company. Mark's professional focus deals with the constantly evolving trends in help desk and call center design and delivery that affect customer satisfaction.
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Most Helpful Customer Reviews
24 of 25 people found the following review helpful:
5.0 out of 5 stars
Little more than a pamplhet with great content,
By Linda Zarate "IT Ops Consultant" (Azusa, CA United States) - See all my reviews
This review is from: Using Service Goals and Metrics to Improve Help Desk Performance (Paperback)
This book provides a straightforward approach to improving help desk performance. The foundation, as the title proclaims, is service goals and metrics. My first reaction when the book arrived was mild disappointment because it was little more than a pamphlet. However, it is packed with excellent information, a lot of which has guided me in developing service delivery and service level measurement processes. I like the way the author stays focused on service goals and his choice of metrics with which to measure the attainment of those goals. Therefore, despite this book's page count it provides excellent value because the content is so well thought out. If you follow the guidelines you will have a good starting point for a service delivery process that is based on measured performance. I highly recommend this book to help desk managers and consultants who are assigned to service delivery projects.
3 of 4 people found the following review helpful:
4.0 out of 5 stars
Excellent Guide,
By
This review is from: Using Service Goals and Metrics to Improve Help Desk Performance (Paperback)
Indeed this is a pamphlet, so be prepared for a quick read. Fortunately, it is concise and accurate. If you are presented with the challenge of developing goals and/or metrics for your service group, start here. Spend $10 and save yourself a few hours because all the information you need is right here--it makes no sense to re-invent the wheel!
2.0 out of 5 stars
Don't waste your $10,
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This review is from: Using Service Goals and Metrics to Improve Help Desk Performance (Paperback)
How could this little $10 pamphlet be called a book? Effectively, the content amounts to only 1 chapter of a regular book, and there's nothing significant here that's not covered in many good Help Desk books.
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