Presentation delivered at the 2012 Service Industry Summit
Learn how McKesson is leveraging the Service Capability & Performance Standards to provide industry driven benchmarking for service business performance, targeting strategic support initiatives and providing a more consistent customer experience.
About the Presenter
Director Support Certifications – McKesson Corporation
Terri Kolander has invested the past thirty years of her career leading healthcare IT, software development and healthcare technical support organizations. Now in her twenty second year with the McKesson Corporation, she brings experience in successfully deploying the industry leading Service Capability & Performance (SCP) Standards, attaining high levels of customer and employee satisfaction and driving repeatable support operations success. Terri is currently directing the SCP Program across McKesson’s thirteen business units in support of their commitment to continuous process improvement and innovation, delivering world class support, and helping customers deliver better care.