Service Management Metrics

Program Duration: 2 Days

Program objectives:
By the end of this program, participants will be able to:
• Understand the concept and the crucial role of KPIs in a service industry
• Develop performance measurement approach
• Develop metrics and measurement strategy
• Review the established metrics for continuous improvement

Program Outcomes:
• Apply metrics development approach and techniques
• Assess performance and service levels against the established KPIs

Program Contents:
Intellectual Dimensions of KPIs
• Concept and importance of metrics in a service industry
• KPIs in auto service
• Service level agreement and KPIs

Performance Measurement Model
• Benefits of performance measurement
• PM Cycle: Plan- Do – Check-Monitor -Act
• Service efficiency and effectiveness

Strategic Approach to developing and aligning measures
• Define goals and objectives
• Define types of metrics
• Develop strategies for developing metrics
• Establish benchmarks
• Action plan for improving metrics

Program Design and Target Participants:
This program is designed for managers and team leaders who are interested in enhancing their competencies related to performance measurement.

Program Delivery Methods:
• Assessments
• Case studies
• Workshops
• Exercises