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A simple, low cost but innovative approach to End-To-End Service Reporting


Title:

A simple, low cost but innovative approach to End-To-End Service Reporting

Author:

Ian MacDonald

Organisation:

Cooperative Financial Services

Category:

Service Level Management

Summary:

his case study paper documents the approach undertaken to provide new IT service measures that reflect the customer experience of the End-to-End service without the need to invest in complex and costly monitoring and reporting tools.
The outcomes from this service improvement initiative have been to demonstrably improve customer satisfaction and evidence a significant improvement in the process maturity of our SLM process.

 

 

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