Executive Development Programme in Service Improvement Metrics
-- ViewingNowThe Executive Development Programme in Service Improvement Metrics is a certificate course designed to empower professionals with the essential skills needed to excel in the modern service industry. This programme emphasizes the importance of data-driven decision making and service improvement metrics, making it highly relevant in today's data-centric world.
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โข Service Improvement Metrics Overview
โข Importance of Key Performance Indicators (KPIs) in Service Management
โข Common Service Improvement Metrics: Response Time, Resolution Time, First Contact Resolution Rate
โข Customer Satisfaction Surveys and Net Promoter Score (NPS)
โข Service Level Agreement (SLA) Management and Metrics
โข Balanced Scorecard and Service Improvement Dashboard
โข Data Analysis Techniques for Service Improvement Metrics
โข Continual Service Improvement (CSI) and the ITIL Framework
โข Using Metrics to Drive Cultural Change in Service Organizations
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