|
所在平台: Udemy |
课程主页: https://www.udemy.com/course/develop-key-performance-indicators-for-a-service-desk/
课程评论：没有评论
**课程名称：** 制定服务台/帮助台关键绩效指标（KPI） **课程概述：** 本课程旨在帮助您学习如何将服务台（帮助台）的目标和活动与业务目标相结合；制定服务台团队的多层次KPI以及团队成员的个人KPI。课程还将教授如何根据达成的指标计算服务台员工的财务奖金，以激励帮助台运营人员和工程师。 课程将通过一个平衡的帮助台KPI示例及其分解到个人指标的过程，帮助您掌握为服务台团队及其成员制定平衡KPI体系的方法。 此外，课程还将探讨一种现代化的方法，该方法基于主观指标，用以衡量用户和团队成员的满意度。用户满意度是服务台成功的关键要素，即使严格遵守服务水平协议（SLA），若用户和客户不满意，服务提供商也处于风险之中。团队成员的满意度是高质量结果的宝贵预测指标，通过监控团队成员的满意度，可以尽早发现痛点和风险，并采取纠正措施或激励员工。本课程不涉及具体的激励方法，但“团队健康”指标是团队管理的重要输入。 课程还包含一个关于制定预测指标（或领先指标）的视频，这些指标可以帮助团队在问题发生前识别潜在风险，从而满足KPI要求。
In this course You learn how to align Service desk (Help desk) goals and activities to business goals; develop multi-level metrics (KPI) for Service desk as a team, and individual KPI for team members.In the second part of the course you learn how to calculate financial bonus for Service desk staff according metrics achieved, and motivate help desk operators and engineers.I give you an example of balanced KPIs of Help Desk and their decomposition to individual metrics.You learn how to develop a balanced KPI system for a Service desk team and its individual members!Additional lesson contains modern approach based on subjective metrics, which indicates both - users and team members satisfaction.Subjective satisfaction of a service is a crucial success point for a Service desk. You can follow SLA strictly, but if users and customers are not satisfied, a service provider is in a risky zone.Team members' satisfaction is a valuable predictor for quality results. By monitoring team members' satisfaction you can find out pains and risks as early as possible, and implement corrective actions or motivate your staff. Our course does not deal with motivation approaches, but having "team's health" metrics is a valuable input into team management.We added the video on developing predictors (or leading indicators), which help a team to identify potential issues before they happen, and thus reach KPI requirements.
