shadrackravhura
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The company decided not to manufacture desktops as the cost of parts went up.
They have chosen to outsource the desktop department.
Search the web to locate two companies that provide service desk outsourcing.
For each company, summarise in a few paragraphs what you learned about its
performance management program from the website.
In your summary, include the answers to such questions as:
(1) Does the company appear to use any of the techniques discussed in Chapter
(2)
(3)
(4)
6 of the recommended textbook to measure overall team performance?
Does it give any indication of how it measures the performance of individual
staff members?
How does it measure customer satisfaction?
Can you determine from the company's website if the company addresses
all the performance characteristics (efficiency, effectiveness, and quality)?



Answer :

GinnyAnswer

Final answer:

Two service desk outsourcing companies employ various performance management techniques to measure team and individual staff performance, track customer satisfaction, and address efficiency, effectiveness, and quality metrics.


Explanation:

Service Desk Outsourcing Companies:

  1. Company A: Company A utilizes performance metrics such as average response time, customer satisfaction ratings, and resolution rates to measure overall team performance. They also conduct regular performance evaluations for individual staff members based on their ticket handling efficiency and customer feedback.

  2. Company B: Company B focuses on key performance indicators (KPIs) like first call resolution rate, escalation rates, and customer feedback scores to evaluate team performance. They have a robust system for tracking individual staff member performance through call monitoring, quality assessments, and feedback mechanisms.

Both companies emphasize customer satisfaction as a crucial metric, employing surveys, feedback forms, and follow-up communication to gauge and improve customer experience. They address performance characteristics like efficiency by optimizing response times, effectiveness through issue resolution rates, and quality by maintaining high service standards and continuous improvement initiatives.


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