Conference Presentation

Field Services Keynote: To Know Thyself: Benchmarking for World-Class Service Delivery

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In this talk "To Know Thy Self...Benchmarking for World-Class Service Delivery" Clayton Millis will uncover one of the keys to transforming any service organization, having a clear indication of where you are starting from.

  • What are key things that every service leader must know about his/her business? 
  • What are the common Service Industry KPI's (Key Performance Indicators)?
  • How all of this data then plays a role in the benchmarking capabilities from TSIA?
  • What did BD observe in the benchmark?
  • How has the TSIA benchmark now helped BD?
  • What you should consider before implementing the TSIA Benchmark?
Knowing thy service organization may not be written in the Apollo, but knowing where we started from has clearly helped BD start their global services transformation.


TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

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