The support desk is a clinical quality metric: response time in a franchise network

Film

Chapters

1. 0:00 The clinic had already decided
2. 0:07 Support response time gets filed under administration
3. 0:17 What actually happens while a clinic waits
4. 0:39 It is a review
5. 0:46 Multiply that by a network and a year
6. 1:03 Measure it where support really happens
7. 1:21 Acknowledgement needs an owner
8. 1:32 The exercise takes a couple of afternoons
9. 1:41 Three clocks, not one
10. 1:57 You have a hope
11. 2:10 The failure you care about
12. 2:19 What the number is really telling you
13. 2:40 Another time zone

The field note

• The support desk is a clinical quality metric: response time in a franchise network