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

Friday, April 24 at 10:15 AM

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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


SupportWorld Live speaker photo for Manuel-Palachuk

Manuel Palachuk

President and Head Coach

MPI

Manuel is the coach that will take you to the gym, not just send you there. He is the author of the book Getting To The Next Level: A Blueprint For Taking You And Your Business To The Top. He has over 30 years of business, management, and training experience in the computer and electronics industries. He has owned several successful businesses, managed several successful IT and MSP service companies, and coached or mentored many more around the world. Manuel is a thought leader on Agile as applied to Business Strategy and as applied to Service Delivery processes. Manuel is a well-known author, speaker, and trainer on these subjects at industry conferences and in the IT consulting community for Small and Medium-sized Businesses. He holds degrees in Electrical Engineering Technology and Automated Manufacturing Technology.