Webinar On-Demand

10-Step Webinar Series: Step 5 – Service Performance Management, A Deep Dive

Discover how to use service performance management best practices to elevate your healthcare maintenance and facilities organization and drive greater value.

Building on the original series, 10 Steps to Make Your Healthcare Technology and Facility Departments a Strategic Asset, Al Gresch and Mike Zimmer will take a deeper dive into each of the 10 steps to share more tactical methods to help you climb the maturity curve and drive greater value and recognition for your department.

This session is eligible for one credit from the ACI.

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In this session, we will focus on service performance management best practices, including:

  • Providing real-time visibility and accountability across the request-fulfillment process to keep everyone informed
  • Leveraging key performance indicators to identify opportunities for continuous process improvement, appropriate staffing levels, timeliness of work completion, and operational cost reductions
  • Developing service level agreements (SLAs) with customers
  • Creating a communication and training plan for customers
  • Documenting processes and procedures for request assignment, distribution, escalation, and fulfillment
  • Showing service status via real-time monitors
  • Demonstrating how to manage this entire process in a modern CMMS
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