Ancy's Blog

What is Client Critical Performance Measures (CPMs)?

Posted on: July 13, 2009

Panel Discussion

Client Critical Performance Measures (CPMs) are parameters defined by the customers based on their measures of success.  CPMs are identified upfront at the Transition stage in conjunction with the client and data available from the existing process.  These customer CPMs are deployed for data collection at transaction level and have both effectiveness and efficiency parameters across the dashboards which are used to capture data on a periodic basis.

TVS approach is to identify existing processes for customer feedback and complaint capture and the mechanism of closure.  After the “Process as it exists today” is identified, the advantages/disadvantages will be studied and a new process will be evolved based on the objective of VOC capture.  The tools will be developed as a part of this process evolution.


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