There are simple yet powerful techniques that will enable organizations to pinpoint their position on the cost vs. quality curve.
McLean, VA (PRWEB) October 21, 2014
Jeff Rumburg, co-founder and Managing Partner of MetricNet, presented Session 302, ‘Optimizing the Tradeoff: Cost vs. Quality in Service and Support’, at the Annual FUSION Service Management Conference in Washington, D.C. Using data from more than 300 benchmarks worldwide, Jeff Rumburg illustrated how top-performing service and support organizations strike an appropriate balance between the cost of service delivery and the quality of support provided.
“Cost vs. quality: It’s a perennial issue in technical service and support.” said Jeff Rumburg. “But, there are simple yet powerful techniques that will enable organizations to pinpoint their position on the cost vs. quality curve.”
Those interested in this presentation can find a copy of the slide deck on MetricNet’s website. Included is an interactive scorecard that organizations can use to determine whether service and support has been optimized, and, if it hasn’t, to identify the tangible steps needed to achieve an optimized support model.
Mr. Rumburg is this year’s winner of the prestigious Ron Muns Lifetime Achievement Award for service and support. He currently serves on HDI's Strategic Advisory Board and has been retained as a service desk and desktop support expert by some of the world's largest corporations, including American Express, Hewlett-Packard, General Motors, and IBM.
If you would like more information about benchmarking your service and support functions, please visit http://www.metricnet.com or e-mail MetricNet at info(at)metricnet(dot)com.
MetricNet is the global leader in IT service and support benchmarking. More than half of the FORTUNE 500 rely on MetricNet benchmarks to improve and optimize their performance. MetricNet is the first, and still the only company to offer downloadable service desk and desktop support benchmarks from their website. With a global benchmarking database of more than 3,000 IT service and support benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry.