GM204: Service Levels and Key Performance Indicators (KPI’s)

How do you manage your own or vendor performance for the mail services or support services? What tools do you have in place, what options are available to you as a leader and what makes the most sense for your organization. How do you determine what Service Levels should be and what Key Performance Indicators (KPI’s) you should measure? What type of reporting do you have in place? How do you track the information you are gathering? The session will provide some simple guidelines and some sample service levels and KPI’s for you to consider for your organization. Instructor: Don Thordsen, Security Manager/Terrorism Liaison Officer, State of Colorado

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