Chapter 9. Measuring People Who Provide Service
In the bank case study, one of the issues was employee performance. Sometimes poor employee performance is related to complicated case management systems or unclear processes and procedures and sometimes it is related to limiting technical issues, like being able to bring two screens up at once. In order to understand what is affecting the performance of the employees who are providing service, it makes sense to measure the service they are providing and begin to pinpoint exactly what needs to be changed. Sometimes it is behavior related: training specifically directed to that can make all the difference in the world. Our experience with call center employees is that if you give them feedback in ...
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