Productivity - A One Dimensional Approach to Service Proficiency
Thursday, April 26th at 11:00am EDT/ 3pm GMT/ 5pm CET
Service improvement initiatives are commonplace. So are the criteria and the associated measurements that aim to prove their success. But so are mistakes. Consider the service executive who solely measures the success of their service optimisation project by increasing the jobs-per-day productivity of his engineers. Engineer productivity is just one dimension that exists within the complex service-delivery conundrum and such a biased productivity focus is potentially damaging to an organisation’s overall level of service proficiency. Increased productivity is a good sign however it must not come at the expense of operational efficiencies.
Presented in conjunction with Cranfield University School of Management, England, attend ClickSoftware’s overview of service proficiency and understand the hidden consequences of such a one-dimensional approach.
About Graham Clark:
Graham is committed to the development of strategic thinking for operations managers and is an advocate of the need for operations managers to integrate people and process issues. He is the leader of the “Leading & Implementing Change” theme on Cranfield’s MBA programme.
Graham has co-authored three books on service management, the latest being a text book, “Service Operations Management” (Financial Times/Prentice Hall 2nd edition 2005) written with Bob Johnston of Warwick Business School. He has also written numerous papers and articles in the field of service management. He is a non-exec director of the Institute of Customer Service.
To register: please fill in your details below.
ClickSoftware Contact: jennifer.shea@clicksoftware.com
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