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Newsletter
March 2008
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“Let’s
Talk Metrics”
Key Performance Metrics
with
Bob Barr
This is a two-part metrics presentation.
In March Bob will conduct an interactive session
to discuss the basics of metrics, what needs to be
measured from an operational perspective, and how to use
metrics to move the service desk to the next level.
What makes sense to measure for my desk?
How do I move toward standardization?
Where does this
thing called a balanced score card fit?
This session
will be followed next month with a discussion concerning
director/client business metrics.
Watch the details of our next all day conference on May
15th all day conference “Invest in Your
Future” and circle that date on your calendar.
Among noted speakers we will have Iniguez,
Kristin Robinson, Guy Cabana, Dave Gray, Rich Hand,
Kathryn Spenser-Lee.
Don’t miss it.
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March 19, 2008 HDI Ottawa Chapter presentation
part 1
Bob
Barr has worked in the high tech industry for over 40
years. The last 30 years with Digital/Compaq/HP working
in all aspects of the call centre/service desk business
including new business pursuit, training and service
delivery. For several years Bob was the Canadian Service
Desk manager for HP. Before leaving HP Bob was the
account delivery manager for several enterprise service
desks in the medical and energy transmission fields.
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We look forward to seeing you at our meeting on
March 19, 2008 at 8:00 AM for breakfast and then the
presentation.
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The meeting will be held at the
Élisabeth Bruyère Health Centre
on Bruyère Street downtown Ottawa.
Patrick Gillin Board Room
There is parking on the street (1 & 2 hour
meters) or in the Élisabeth Bruyère Health Centre
parking lot.
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Theme:
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“Let’s Talk Metrics”
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Date:
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March 19th
, 2008
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Registration:
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8:00 to 8:30 am
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Breakfast:
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8:00 to 8:30 am
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Meeting
Time:
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8:30 to 10:00 am
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Place:
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Patrick Gillin Board Room
Élisabeth Bruyère Health Centre
43 Bruyère St, Ottawa
Parking on street in front & behind the hospital or in
the parking lot behind the hospital.
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Cost:
Members:
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Free
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Non-members:
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$10 per person for a hot breakfast & meeting
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Scheduled Meetings
Circle the following dates on your calendar.
We meet on every 3rd
Wednesday morning of the month (except December).
The dates are:
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March 19 -
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“Let’s Talk Metrics”
part 1
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April 16 -
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“Let’s Talk Metrics”
part 2
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May 15 -
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(All day conference),
More than last year.
Great speaker list where the theme is:
Invest in the Future
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R.S.V.P.
To confirm your attendance e-mail at
hdi@magma.ca, fill
out
on-line Registration form or call us at (613)
860-3330.
We ask you to RSVP at least 24 hours before the meeting.
For Questions and Comments
hdi@magma.ca
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