Certificate in Service Performance Metrics: Measurement Techniques
-- ViewingNowThe Certificate in Service Performance Metrics: Measurement Techniques course is a comprehensive program designed to equip learners with the essential skills needed to measure and improve service performance. This course highlights the importance of data-driven decision-making in the modern service industry, where measuring and analyzing performance metrics is critical for success.
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โข Service Metrics Fundamentals &bdop; Understanding Key Performance Indicators (KPIs)
โข Data Collection Techniques for Service Metrics &bdop; Surveys, Interviews, and Observations
โข Data Analysis Methods for Service Metrics &bdop; Descriptive, Inferential, and Predictive Statistics
โข Balanced Scorecard: Integrating Financial and Non-Financial Metrics
โข Six Sigma and Service Metrics &bdop; Defining, Measuring, Analyzing, Improving, and Controlling (DMAIC)
โข Customer Satisfaction Metrics &bdop; Customer Effort Score (CES), Net Promoter Score (NPS), and Customer Satisfaction Score (CSAT)
โข Employee Engagement Metrics &bdop; Employee Satisfaction Score (ESAT) and Employee Net Promoter Score (eNPS)
โข Process Efficiency Metrics &bdop; First Contact Resolution (FCR), Average Handle Time (AHT), and Service Level Agreement (SLA) Compliance
โข Continuous Improvement Strategies for Service Metrics &bdop; Lean, Kaizen, and Total Quality Management (TQM)
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