An organization's service policy should embody the bottom line business goals of the organization, including reducing costs, increasing revenues, improving customer service, and/or anything else that has an impact on the company's overall budget. It should serve as the driving force behind the decisions that are made at all levels of the service organization. It follows that defining a service policy is not always a straightforward activity. There are many interconnected factors that affect the policy, and achieving one goal may come at the expense of another. To further complicate the matter, it is very difficult to quantitatively estimate the results of using one service policy over another. The bottom line is ultimately unknown.
Tightly linked with service policy is how performance is measured within the service organization. There may be as many as 100 different signs and indicators a company could focus on. Determining which 10 of these will serve as the best indicators of performance can be a daunting task.
ClickSoftware's Executive View offering is a ClickSoftware University session available for service executives and directors who are challenged with defining their service policies and/or establishing performance metrics for their organizations. Participants will work with ClickSoftware experts to think through the particular goals and indicators within their organizations to determine the most appropriate policies and metrics for success.
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