Using KPIs to Achieve Customer Satisfaction/Loyalty via a Supplier - Success is Rooted in Impactful KPIs and Remedies with Bite!
This presentation will provide realistic guidance in and discussion about client-centric business via incisive KPIs, material breach of which would effectively 'bite'. We will discuss:
- Developing optimum KPIs to measure and manage outsourced production / services quality
- Negotiating strategically to secure provider agreements with enforceable KPIs to realize quality outcomes
- Utilizing vehicles to avoid the 'bite' of SLAs and to sustain and to increase quality production/services
James Fason Assistant General Counsel, SunTrust Banks, Inc.
Kelly Jurgens SVP - Enterprise Payment Strategies, SunTrust Banks
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