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Service Analytics

Service Analytics is a specialization graduate course designed to build on the foundation of quantitative and qualitative skills necessary to ensure high levels of service quality efficiencies and effectiveness in service organizations. The class will synthesize both current metrics and analytics and develop new analytics associated with continuous improvement using a new set of Key Performance Indicators (KPI's) and will devise a service measurement scorecard utilizing and integrating best practices metrics analytics and other reporting methods used from many different industries and service sectors.