What to measure and why to obtain the best customer satisfaction in Drupal support

07/23/2015 - 15:00-07/23/2015 - 15:45
Room E2
Experience level: 
Session Track: 

Business and Strategy

The purpose of this track is two-fold - one angle helps you to understand the advantages of Drupal from an organizational leadership angle and the other is to highlight the great Drupal sites and projects you're working on and to show what's possible. These sessions are business focused, and will be non-technical.


Not everything that can be counted counts, and not everything that counts can be counted. - Albert Einstein, Physicist

This is a business session that will reflect on our drive towards understanding what should be measured and why as a tool to improving our financial performance and client satisfaction. We start at looking at many different ways to measure project progress, support SLAs developer performance, team performance, company performance and client satisfaction. We will discuss the many different metrics, how they are used and what are their outcomes. No measures will be spared, progress, efficiency, effectiveness, response time, resolution, costs, productivity, utilization, workload, employee satisfaction, customer satisfaction. We will examine the many possibilities of measurement and the measures we find valuable.

What you will learn:
- different ways to measure company performance
- different ways to measure support & operations
- ways to measure customer satisfaction

Who should attend:
- managers
- project managers
- team leads
- developers