Measuring Service Performance

The purpose of this workshop was to review and update the BAMF white paper “Measuring BA Performance”, first published in 2015. It examined the increased emphasis on service delivery and customer centricity, and the impact this has on the tangible and less tangible measures of BA Service performance. Attendees considered different types of performance measurements and their relevance to individual BA services.    

This workshop was led by Michelle Shakesheff and Debra Paul.

Measuring Performance Slides

BA Measures White Paper

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