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Session 403: Never Arrive: The First American Continuous Improvement Story!

Peter McGarahan (Senior Director, First American)

Brad Biagi (Manager , First American Corp)

Date: Thursday, April 11

Time: 10:15am - 11:15am

Pass Type: Conference and Expo Package, Executive Connections - Get your pass now!

Track: Service Optimization

Format: Case Study

Vault Recording: TBD

Audience Level: Intermediate/Advanced

What does an award-winning service desk do after winning a prestigious industry award? They keep working to get better! After winning the 2017 HDI Service Improvement Award, First American's leadership team continues to assess its performance and is preparing to extend its support to 2-3 more business units. In this session, Pete McGarahan and Brad Biagi will share their passion for improvement; there's always something you can improve, whether you're expanding, optimizing, or scaling back. Attendees will learn about First American's approach to data and knowledge, focusing on:

  • Identifying best practices and KPIs to implement
  • Selecting meaningful metrics and delivering balanced reporting
  • Planning for and mapping ongoing progress
  • Knowing the story you want to tell and how you want to tell it