seat58F
outsourcing relationships: international, inter-economic, interpersonal
September 7, 2010 ~ 03:44:59 AM * -07:00ST
every process needs a promoter
Post # 507 by
admin on January 17th, 2009 ~ 09:36:12 AM
Posted as Uncategorized, metrics |
No Comments »
its great if there is natural organizational support for a specific process, but there’s always pressure to streamline and simplify. the process owners need to be able to advertise and promote the inherent value contributed by their process, and the best way to do this is with KPIs that are consistently in the face of the sponsors.
Build and distribute an internal dashboard that emphasizes business value in at least two of the following areas: cost (look how much money we saved), revenue (we made these deals happen), and compliance (we’re keeping the client’s service managers off your back).
The one to de-emphasize? yes! end-user satisfaction. first, beyond meeting the minimum performance requirements, its impossible to get an accurate read month to month. there’s no way to correlate service delivery effort to changes in csat because its depends on attitude of the end-user. most importantly, the service manager does not care about the end-user experience. its all about meeting service levels and cost targets.
