Webinar On-Demand

10 Step Webinar Series: Step 5 — Service Performance Management

Ensure SLAs are met or exceeded by introducing standardized business processes and tracking to deliver exceptional service at a lower cost.

In our series 10 Steps to Make Your Healthcare Technology and Facilities Departments a Strategic Asset, Al Gresch will share data and process methodologies to drive value and recognition for your department.

In this session, we'll focus on Service Performance Management.


Approved for 1 CEU by ACI

Participants will learn how to:

  • Provide real time visibility and accountability across the request-fulfillment process via multiple avenues in order to keep everyone informed
  • Leverage key performance indicators to identify opportunities for continued process improvement – appropriate staffing levels, timeliness of work completion, operational cost reductions, etc
  • Develop service level agreements (SLAs) with “customers”
  • Develop a communication and training plan for customers
  • Document processes and procedures for request assignment, distribution, escalation and fulfillment
  • Show service status via real-time monitors
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