Metrics_ How to Improve Key Business Results - Martin Klubeck [154]
process improvement methodologies, 279
process maps, 279, 280
product/service health–focused metrics program, 280
service type/categories identification, 274
service/product health metrics, 271
costs, 276
customer base identification, 275
predefined categories, 274
service environment, 275
service level agreement, 275–276
service provider identification, 274
strategic plans, 279, 280
support functions, 271
training plans, 279, 280
Service level agreements (SLA), 206
Service/product health metrics, 271
Spaghetti code, 26
Standards
consortium, 290
customer satisfaction data, 288
data warehouse, 288
goal, 289
interoperability, 289
performance measures, 288
T
Triangulation
collection method and sources, 143
accuracy, 146
availability, 145
create effective metrics, 144
customer satisfaction, 143–145
delivery, 143
speed, 146
usage, 143
conflict, 151
high vs. low result, 148
interpretation, 149–150
debated and challenge, 140
demography, 147, 148
historical perspective, 139–140
measures, 140
answer key, 140, 141
customer feedback, 142
customer satisfaction surveys, 142
customers viewpoint, 142
metrics, 141
product/service health quadrant, 141
product/service health quadrant, 152
trouble-tracking and reporting tools, 142
perspectives, 146, 147
practical application, 140
types, 139