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Success Story - Marketing IT Services |
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Client:
Health Maintenance Organization |
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Project:
Improving Customer Satisfaction |
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Situation:
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The client, a
major health maintenance organization IT department, had become complacent
and reclusive. IT customers complained that requests for IT service
often went unacknowledged and that completion often took months to affect. |
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Approach |
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A comprehensive
performance management program was designed and implemented. The
program reported on performance in all areas of IT, including computer
operations, help desk, IT financial performance and software development and
maintenance. To ensure results
were not only published but used, monthly performance review meetings were
established at which IT department managers presented the results of
performance in their area to the CIO, CEO and key users. Performance
variations were discussed in this forum and possible solutions identified
and implemented as appropriate. |
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Results |
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One of the initial
reports showed an aging of open service requests by type and status.
Further analysis showed little difference in the length of time taken to
resolve items of different types (requests for new services, program
changes, equipment changes, report requests, new application features).
Targets were set for turnaround time by type of request and new reports
produced to show actual performance by type vs. target. Within months,
most turnaround targets were being met and user satisfaction with IT
increased dramatically. |
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To see details about the services
provided in this engagement, click on the button below: |
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Marketing IT
Services |
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