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The "Hosts Unmuzzled" Edition: Measuring The Right Things; Measuring Things Right

With: David Kay and Francoise Tourniaire

All too often, performance measurement creates dysfunction. Most traditional measurement systems actually encourage unhealthy competition [and] internal conflict, breeding distrust. --Dean Spitzer

As support managers, we've inherited a vast quantity of "industry standard" metrics, with new ones being added every year. It's not uncommon for us to see dashboards with fifty or a hundred measures, or more. And yet, when we drill in to the root cause of unhelpful behavior in the support center, more often than not, metrics are at the heart of the problem. How can we be measuring so much, and causing so many problems?

Francoise and David will share some of their experiences with metrics gained from their many client engagements: what works, how to address common challenges, and what metrics practices to avoid altogether. Along the way, they'll discuss:

• Traditional operational measures--what still makes sense and what to move beyond
• How to measure emerging practices, like self-service, collaboration, communities, and social support
• Why what you do with the numbers is more important than the numbers themselves
• To align measures with strategy--and why "industry standards" may not be right for you
• The power of self-benchmarking
• Why cross-functional metrics get you a better seat at the table
•  When teams know more about measures than their managers

Francoise and David will illustrate their points with stories from their industry experience. Best of all, they don't completely agree about all of this, so be prepared to participate in a lively discussion! As always, bring your questions and experiences: Third Tuesday is a discussion forum, and we want your voice.

Join Us for Lunch Based on feedback from a recent survey of the community, we're scheduling Third Tuesday this one time to a lunchtime slot. So if 7:30 or 8:00 has been too early for you, now's your chance. Join us for a thought-provoking, informative discussion and networking lunch.

David is principal of DB Kay & Associates, a consultancy that helps support organizations with knowledge management, self-service, and social support.

Francoise Tourniaire is the founder of FT Works, a boutique  consultancy firm that helps technology companies create and improve their support operations worldwide.

Register for the 3/20 breakfast

The Third Tuesday Forum offers regular roundtables for support executives in the San Francisco area to discuss the topics we embrace and wrestle with every day.  Join us for PowerPoint-free, sales pitch-free discussions on everything from services marketing to escalation management to knowledge management strategies.

Attendance is limited to ensure lively conversations. There is no membership fee: just register for the meeting and contribute $40 to fund the breakfast and room fees.