The Winchester Services Group

Consultants to Management for Information Technology

 
 
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Success Story - Marketing IT Services

 

 

   
  Client:  Health Maintenance Organization
   
  Project:  Improving Customer Satisfaction
   
   

 

  Situation:   
     
  The client, a major health maintenance organization IT department, had become complacent and reclusive.  IT customers complained that requests for IT service often went unacknowledged and that completion often took months to affect.
   
  Approach
   
  A comprehensive performance management program was designed and implemented.  The program reported on performance in all areas of IT, including computer operations, help desk, IT financial performance and software development and maintenance.

To ensure results were not only published but used, monthly performance review meetings were established at which IT department managers presented the results of performance in their area to the CIO, CEO and key users.  Performance variations were discussed in this forum and possible solutions identified and implemented as appropriate.

   
  Results
   
  One of the initial reports showed an aging of open service requests by type and status.  Further analysis showed little difference in the length of time taken to resolve items of different types (requests for new services, program changes, equipment changes, report requests, new application features).  Targets were set for turnaround time by type of request and new reports produced to show actual performance by type vs. target.  Within months, most turnaround targets were being met and user satisfaction with IT increased dramatically.

 

To see details about the services provided in this engagement, click on the button below:
  Marketing IT Services

 

 

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