Service Management, June 1st, 2005
When diverse customers have differing business needs, establishing a meaningful measure of the effectiveness of the delivered service can be problematic. This challenge is amplified, as Nigel Honeyman discovers, when the changing nature of service business relationships is driving a changing approach to service delivery measurement
In any walk of life, great reliance is placed on accurate metrics. Metrics bring the ability to decide on a course of action before we commit to it; metrics chart progress and metrics form a guide if remedial action is needed. Metrics, however, can only deliver the...
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