Pre-11: Measures, Metrics, and Madness: The New World of Guiding, Not Grading
Start |
Dates |
Duration |
Certification Exam Included |
Price |
HDI Member Price |
Tuesday |
4/24 |
1 day |
Yes |
$395 |
$395 |
For a few years now, leaders at progressive support organizations have talked about moving customers from a transaction-based support model to a relationship-based model. This involves shifting your customers’ perceptions from seeing your support team as a place to contact only when there are break-fix or how-to questions to one that understands their businesses, including the technical and business context of their queries. With this new approach, you help can customers and their businesses become more successful by improving the way they use your products and services.
However, after early successes in this journey, many organizations run into a seemingly impenetrable wall. Your senior team “gets it,” but this understanding does not seem to trickle down to most midlevel managers and frontline teams. The single most common reason for this disconnect is a lack of alignment between the organization’s “big picture” goals and the way individuals are measured. How do you know if your organization has measures that aren’t aligned with the big picture?
In this workshop, Phil Verghis will walk you through four simple yet very powerful steps that will help you align your measures with your strategy. Bring your own favorite measures and be prepared for an intense, interactive session.
One-Day Course Includes
Instruction, breakfast, and breaks
Presented by Phil Verghis 
Phil Verghis is a brilliant innovator and strategist, as well as a past chair of the HDI Strategic Advisory Board. Phil received his BS in electrical and computer engineering and MBA from the University of New Hampshire, where he is an adjunct faculty member.
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