ROI for Enterprise Level Service Improvements - Case Study
4:05 PM - 4:45 PM
Organizations embark in enterprise level performance improvement programs, based on the data analysis and on the need to establish better capability to meet business goals. In large scale service industry, several work streams serving multiple customers participate in these programs. To optimize the cost of these programs, organizations drive improvement components such as training across work streams and system development centrally. This presentation explains the pragmatic approach to analyze the computation of ROI at various levels (work stream, organization) for such improvement programs. Non-financial and qualitative benefits are also presented. A sample case study is illustrated.