Overview
- In the current era of competitive work environment, customer expectations are higher and so are benchmarks for superior performance. Service organizations are not only expected to deliver routine services but add significant value to their customers.
- Ensuring exceptional service quality is a must in addition to managing other business parameters such as employee motivation, profit margins, customer satisfaction. Hence Service Excellence has become critical to organizational growth and is a key business driver for worldwide economic growth.
- This webinar provides a perspective on how process excellence leads to service excellence. It throws light on current industry trends and how CMMI SVC model can be leveraged to bring in process excellence within an organization.
Benefits
The webinar will help the participants understand:
- Characteristics and benefits of Service Management
- Benefits of model based approach in achieving service excellence
- Current industry trends on service excellence
- Usage of CMMI SVC model and its benefits
Webinar Outline
The webinar would cover the following main areas:
- Characteristics of Services
- Benefits of Service Management
- Benefits of a model based approach
- Current industry trends
- CMMI SVC model and its industry adoption
Audience
This webinar would be useful for:
- Management team responsible for customer service delivery
- Senior Managers and Members of Business Excellence Teams
- Process Improvement Specialists
- Professionals involved in ensuring customer service levels
Pre-requisites:
Suggested Pre-Readings: