Incident Management: (What Is) The Light at the End of the Tunnel

Presented by

Robert Nixon, Problem Manager, HCA, Inc.

About this talk

Robert’s compelling presentation traces the implementation and maturing of the Incident Management process at HCA during the three years since implementation. And while the session reveals how the initiative helped improve and support service delivery and increase customer satisfaction across the enterprise, there is a major focus on implementing Incident Management and process-based activities where none previously existed; obtaining senior management buy-in, communicating and working with all levels of management and staff across the enterprise, establishing the process, measuring and tracking results, making process and activity based changes, delivering services to customers on time while evaluating, modifying and maturing the process, key performance indicators, the Balanced Scorecard and key operating metrics.

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