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Session 802: Agile Metrics to Turbocharge Service Delivery and Customer Satisfaction

Manuel Palachuk (President and Head Coach, MPI)

Date: Friday, April 24

Time: 10:15am - 11:15am

Pass Type: Premium Package, Standard Package - Get your pass now!

Track: Optimizing the Support Organization

Vault Recording: TBD

Audience Level: All


Identifying the right metrics to focus on in order to resolve particular performance issues is a never ending and ever-changing quest. Too many service teams fail to establish metrics that actually drive performance improvement, customer satisfaction, and ROI. In this session, Manuel Palachuk presents a case study illuminating the top three service delivery metrics that will significantly reduce overall response time, resolution time, and issue backlog.
With the adoption of some very specific Agile metrics, typically found in software development, your team can establish entirely new levels of response and resolution times. These will directly affect customer satisfaction on the client side and cost per issue on the service provider side, increasing ROI for both.

This case study will cover:
• Leveraging key metrics to significantly reduce response time, resolution time, and overall backlog
• Understanding the true implications of poor response and resolution times—the Time & Money thieves
• Establishing continuous incremental improvement through proper metric selection as core competency