1. Service Management Overview CSG Spring 2010

2. Journey to Service Management

3. January 2006 CSG Service Teams @ UWisc Assess customer needs Define quality indicators Track and improve satisfaction Develop operating plans Create service budgets

4. Now how do you define a “service”?

5. The Questions What services do we offer? How do we know how effective our services are? How do we make decisions about service evolution? How do we allocate scarce resources among services?

6. The problems Staff know a lot, but have no systematic way to help make decisions In the absence of process all decisions are made at the top In the absence of process everything is a one-off In the absence of data all decisions are based on intuition

7. "In leadership, it's important to be intuitive, but not at the expense of facts." - Michael Dell

8. The Danger

9. The Driver

12. One View