13 MEASURING THE PERFORMANCE OF THE BA SERVICE
INTRODUCTION
How do we know if we are delivering a good service? Service improvement is only possible if performance levels are monitored and understood. Performance can be evaluated in a variety of ways such as financial effectiveness and customer satisfaction. There is a range of areas that can be used to quantify the performance of a BA Service.
This chapter covers key topics relating the measurement of BA Service performance including:
•benefits and drivers for measurements (why measure);
• understanding service priorities (what to measure);
•sources and types of measurement (how to measure).
THE IMPORTANCE OF METRICS AND MEASUREMENT
There are two main reasons for creating meaningful metrics ...
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