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Session 501: Metrics Magic: Ask the Experts!

Jeff Rumburg (Managing Partner, MetricNet, LLC)

Rae Ann Bruno (President, Business Solutions Training, Inc.)

John Custy (Managing Consultant, JPC Group)

Location: Panzacola F1/2

Date: Thursday, April 11

Time: 11:30am - 12:30pm

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

Track: Metrics, Service Management

Format: Case Study

Vault Recording: TBD

Audience Level: Intermediate

Everyone has questions about metrics, but they don't always know where to go to get answers. This panel discussion, facilitated by three of the industry's leading experts on metrics, will be an open forum where attendees can get answers to all of their burning metrics questions.

  • What are averages and ranges for some of the industry's key KPIs?
  • What are some proven methods for tracking and trending performance over time?
  • What are some ways to identify strengths and weaknesses in support?
  • What are some ways to diagnose and understand the underlying drivers of performance gaps?
  • What actions yield long-term performance improvement?

Rae Ann Bruno, John Custy, and Jeff Rumburg will answer these and other questions, focusing on a range of concepts, such as the linkage between metrics and business outcomes, metrics and continuous improvement, the cause-and-effect relationship of KPIs, metrics and accountability, and metrics as a diagnostic tool for continuous improvement. Packed with valuable insight, this panel discussion will undoubtedly demonstrate the important business benefits that metrics can bring to any organization.