Objectives
- To gain an understanding levels of service and the relationship with other business processes
- To be able to make the linkages between strategic outcomes and the levels of service delivered by the organisation
- To gain an overview of a number of consultation techniques suited to levels of service discussion with customers/stakeholders
- To have the skills to develop meaningful levels of service and performance measures for your organisation
Course content
- Performance Management and the Levels of Service Framework
- Understanding Customer Values
- Developing Levels of Service Statements
- Developing Performance Measures
- Consulting with Customers
