Session 302: Making Quality Metrics Actionable for Bottom-Line Impact

Rae Ann Bruno (President , Business Solutions Training, Inc)

Location: ChampionsGate

Date: Tuesday, October 16

Time: 3:15pm - 4:15pm

Pass Type: Conference and Expo Package - Get your pass now!

Track: Decisions That Drive Results

Format: 60-Minute Expert Presentation

Vault Recording: TBD

Whether managing a project, running a service desk, or implementing a process, we define “quality” and identify metrics for measuring success. However, these metrics often become focused on IT goals and the quality of execution instead of continuous improvement efforts that have bottom-line impact. We should always be able to quantify how we make our customers’ (and users’) jobs easier, how we help them to take fewer steps, increase accuracy, consistently accomplish their goals, save time, and save money. Additionally, we need to trend and identify ways to continually improve processes, our products, and our services. This session focuses on using metrics in the areas of efficiency, quality and value to drive continual improvement and show bottom-line impact.