From the course: Measuring the Value of Customer Service
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Evaluating improvement initiatives
From the course: Measuring the Value of Customer Service
Evaluating improvement initiatives
- How should you assess potential projects, say new technologies that can help you deliver services more efficiently or effectively or process-improvement efforts? Or maybe that training program you know will bring considerable value. Let's look at how to examine the costs and benefits of an improvement initiative so that you can build the business case for the investment. Accurately portraying project costs will demonstrate your understanding of what the effort will truly require, and that builds the credibility you need for a green light. There are there phases to projects, and each will have costs that you will need to identify. For the evaluation and acquisition phase, include all activities required to conduct the assessment and the acquisition. For example, if you're considering a new knowledge management system, you'll probably evaluate potential systems by visiting other organizations who are using them. So travel…
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