Making Metrics Work - Brossura

Dugmore, J.; Lacy, S.

Brossura

ISBN 10: 0580474607 ISBN 13: 9780580474606

Casa editrice: Inst of Engineering & Technology, 2006

Riassunto

This book gives a practical view of why metrics and service reports are so important to the delivery of an effective service and to service improvements. It describes the types, the design, target audiences and documentation of metrics used in the service reporting process, covered by the requirements of clauses 4 and 6.2 of ISO/IEC 20000-1, Plan-Do-Check-Act (PDCA) cycle and Service reporting. Useful tips, techniques and example metrics are included.

Dettagli dell'edizione

• Editore: Inst of Engineering & Technology
• Data di pubblicazione: 2006
• Lingua: Inglese
• ISBN 10: 0580474607
• ISBN 13: 9780580474606
• Rilegatura: Copertina flessibile
• Numero edizione: 2
• Numero di pagine: 106
• Contatto del produttore: non disponibile
• Persona responsabile: non disponibile