Service Analysis

This area is focused on the collection, analysis, and reporting of metrics about the performance of the operation. It is intended to provide visibility into the performance and help identify trends to improve the efficiency of the functions in the service management flow by measuring such items as quality, productivity, and progress against plans.

Customer Centricity will help you identify the right things to measure and the right frequency to ensure that you have the right data to support your on-going improvement efforts. Stop compiling reams of data and compiling stacks of reports and start using “information” about your business to make better decisions.

Measurement

• Trend Analysis - The analysis of data that exhibits an ongoing upward or downward pattern, while factoring out “seasonality or random noise”. Analyzing trends is useful in detecting patterns that could lead to future quality problems, and in forecasting future demand periods.
• Customer Satisfaction Survey - The process of administering surveys to obtain customer feedback as to their satisfaction with the firm, and leveraging the results of the survey to drive improvements in customer satisfaction.

Benchmarking

• Comparison with Best Practices - The process of determining how others within the industry are performing against key performance indicators (KPIs) similar to that which are critical to the company.

Continuous Improvement

• Initiative Planning - The process of prioritizing initiatives and resources, assigning accountability, and monitoring the impact of these initiatives to improve Operations / Service Management capabilities, based on results of evaluating key performance indicators, industry benchmark and trends against goals.