Continual Service Improvement (CSI) I
Über den Vortrag
Der Vortrag „Continual Service Improvement (CSI) I“ von Helen Morris ist Bestandteil des Kurses „Archiv - ITIL® Foundation (2011) (EN) with Exam Voucher“. Der Vortrag ist dabei in folgende Kapitel unterteilt:
- Continual Service Improvement
- Main purpose, Objectives and Scope of CSI
- Value to the Business
- The CSI approach
- The Deming Cycle
- Measurement
- CSI: Summary
Quiz zum Vortrag
The continual service improvement approach sets out a sequence of steps to follow when instigating and implementing improvements. Which of these represents the correct sequence for the CSI approach?
- What is the vision? Where are we now? Where do we want to be? How do we get there? Did we get there? How do we keep the momentum going?
- Where are we now? What is the vision? Where do we want to be? How do we get there? Did we get there? How do we keep the momentum going?
- What is the vision? Where are we now? Where do we want to be? How do we keep the momentum going? How do we get there? Did we get there?
- Where are we now? Where do we want to be? What is the vision? How do we get there? Did we get there? How do we keep the momentum going?
Measurement is a key part of the CSI lifecycle stage. Processes will be measured by key performance indicators; to what do KPIs relate?
- Critical success factors
- Critical business factors
- Customer success factors
- Customer satisfaction focus
Dozent des Vortrages Continual Service Improvement (CSI) I
Helen Morris
Helen Morris, the owner of Henry Gale Associates Ltd. and co-director of Helix Service Management Service Ltd., is an experienced consultant and trainer, with over 20 years of experience in service management, including operational management of service desks, technical support teams, and service level management. She provides quality training and consultancy worldwide, which has helped a number of organizations in both the public and the private sector to achieve best practice implementations. Helen Morris also leads programs to achieve significant improvements in customer satisfaction and service quality. Many of her assignments involve an initial assessment against best practice, recommendations for improvement, and target setting.Kundenrezensionen
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