Performance measurement system of service desk in a multinational company
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Date
2010
Authors
Thum, Wan Yuin
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Abstract
The purpose of this research is to investigate the performance measurement
system of the Service Desk in a multinational company. Service Desk is the single point
of contact for the internal employees and the external suppliers as well as customers in
regards of any IT related issues. To ensure the Service Desk agents provide high quality
of service and demonstrate good performance in daily operation, effective performance
measurement system is essential to the organization. The performance measurement
system of a MNC is examined to determine how the system is developed and whether it
follows the systematic processes defined in the Human Resource Management (HRM)
view of performance measurement system that includes employees’ performance
evaluation and appraisal system. Then, the performance metrics used by the Service Desk
of the MNC is examined in terms of the type of metrics used and the way the metrics are
developed. Most of the metrics used are aligned with the industry best practices.
However, several top issues faced by the Service Desk of the MNC are due to
communication issue, technical gaps and confusing menu. It is recommended to the
organization to staff Mandarin, Spanish and Vietnamese speaking agents in both Penang
and Costa Rica to close the communication issues, implement knowledge management
system to provide agents with complete and faster solution scripts and form a task force
team to rectify the phone menu issue to reduce bad customer experience.
Description
Keywords
Business Administration , Performance Measurement System