Balanced Scorecards, Dashboards, & Metrics for
Help Desks
Sponsor
Presenter
Stephanie Lachman-Doucet
Summary
This lively and very informative presentation will deal
with all the questions you need answers for, why should I consider
scorecarding? How do I identify the key metrics to use? What will this
mean to my business? To focus on our specific area of interest she will
walk us through a case study involving scorecarding for a Help Desk
operation at a major International corporation.
As a Development Manager for scorecarding products and
a former application developer in this area Stephanie is uniquely
qualified to deal with a wide range of questions.
If you are considering this leading edge management
tool, this is one presentation you won’t want to miss.
Biography
Stephanie Lachman-Doucet has 12 years of experience
developing software in the Ottawa-Carleton Region. Stephanie joined
Cognos in January 2000 as the Development Manager for Cognos Visualizer.
Prior to joining Cognos, Stephanie worked with Bell Sygma and Magardi
developing custom software applications. During her career, Stephanie
has had the opportunity to work directly with end users and Project
Managers at GE Aircraft, Bell Canada, Stentor, and the US Military.
These engagements have given Stephanie first hand knowledge of the
needs of application users.
Her career has given Stephanie experience with software
development, verification, technical writing, customer support,
customer relationship management, and project management.
Stephanie holds an honors degree in Computer Science
(1992, UWO) and a Masters degree in Management (2000, Carleton).
Day/Time
Wednesday, March 17, 2004 8:30 am-10:30 am
Location
64 Auriga Drive, Ottawa, Room 2-1
Fees
Primary Members are Free, additional members are $20
each.
$30 for Non-Members
RSVP
To confirm your attendance e-mail at
hdi@magma.ca or call us at
(613) 860-3330. We ask you to RSVP at least 24 hours before the
meeting.
