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ASPonline.com
> Resources
> Management |
Management
REPORTS
Setting Limits on Unlimited
Support
(2009)
A provocative ASP report explores the question whether the
best way to deliver high-quality support is to answer every
question that customers ask.
Maintenance & Services Ratios
(2009)
Revenue and cost benchmarks based on 100 individual public
companies, updated annually, plus expert advice on revenue
recognition, services accounting, and other financial issues.
Management Performance Benchmarks
(2007)
Relative importance rankings for ten areas of management
performance.
Tech Support Reporting Channels
(2005)
Prevailing org chart models for support organizations.
Doing More With Less
(2003)
Advice from support managers and other experts on how to
improve efficiency and cut costs.
EXPERTS
 Indicates
complimentary Open House hours
Mikael
Blaisdell, principal, Mikael Blaisdell &
Associates
Rick
Kilton, principal, RWK Enterprises
Tom
Sweeney and Ladd Bodem,
principals, ServiceXRG
Colin
Taylor, president & CEO, The Taylor Reach
Group
Jeanne
Urich, management consultant, Jurich.biz
Phil
Verghis, President, The Verghis Group
LIBRARY
Revenue
Recognition for Software Products With Multiple Deliverables
(Steven Petra & Nathan Slavin)
A detailed explanation of SOP 97-2.
Seven
Steps to Remarkable Customer Service
(Joel Spolsky)
Advice from a small company CEO.
Industry
Standards Cannot Replace Sound Decisions
(Brad Cleveland & Ted Hopton)
The limits of benchmarking.
Killer
KPIs for Professional Services
(Jeanne Urich)
The numbers you should track to sell professional services
successfully.
Why Can't You
Tell Me What to Measure?
(Cinda Daly)
Interview: John Custy offers advice on how to use benchmark
data.
Timberline's Turnaround Tactics
An inside look at how a dysfunctional support group got back
on track.
Tech Support Teamwork
(John Gniadek)
Six tested methods for creating a more tightly-knit support
team.
How to Motivate Middle Managers
(Mia Melanson)
Managers need a supportive work environment as much as the
people they manage.
Management Tips from the
Experts (ASP)
Practical and non-textbook tips for improving productivity,
customer satisfaction, morale, team building, recruiting,
career development, budgeting and forecasting.
FORUM POSTINGS
Tracking Bug Fixes for
Customers
"When we send a bug report to our developers, they're supposed
to enter status information in our case management system so
we can send progress reports to our customers. Of course, most
of the time they 'forget' to update the system, so everyone
gets annoyed and my support team looks like we're not following
up. How can we fix this problem?"
The best metrics for employee
performance?
"I took over a group of support agents who had been given bonuses
and raises for reasons that seem to have no basis in their actual
performance. I'd like to define one or two really good personal
performance metrics, but I'm not sure what they should be. Any
suggestions?"
Call Center mergers
"My company has just merged with a major competitor, and I'm
supposed to develop a plan for integrating the call centers
(which are a thousand miles apart). Help!"
Bug fix promises?
A member asks: "My support team would like to give customers
a firm date when a new bug will be fixed. However, our
developers say they can't make promises and may decide that
some bugs just aren't worth fixing. How can we persuade them
to be more responsive?"
USEFUL LINKS
[Recommendations welcome]
ITIL Community Forum
Web: www.itilcommunity.com/index.php.
Technical Support
Management
Web: www.techsupportmgt.com.
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Spectacular Support Centers
Kristin Robertson
Click image for details.
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The Ultimate Customer Support Executive
Phil Verghis
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S-Business
James A. Alexander and Mark W. Hordes
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The Help Desk Audit
Julie L. Mohr
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The Art of Software Support
Françoise Tourniaire and Richard Farrell
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