Flagship course
Service Scorecard Fundamentals
A six-week programme that turns scattered service metrics into a scorecard your supervisors can run every week — with definitions that survive audit questions.
Learning outcomes
- Write a metric dictionary covering volume, quality, speed, and effort measures.
- Separate lagging outcomes from leading operational signals without double counting.
- Design a 25-minute weekly review that starts with exceptions, not averages.
- Present trade-offs to leadership without promising precision you cannot defend.
- Spot sampling bias in CSAT and ticket reopen cohorts.
Who it suits
Operations managers, service desk leads, continuous improvement analysts, and customer operations partners in GB organisations with at least a basic ticketing export.
Format
Live Floor Cohort or self-paced Desk Lens. Expect 3–4 hours per week including clinics.
Modules
- Module 1 — Mapping the work, not the tool Inventory the service journeys you actually run before opening any dashboard.
- Module 2 — Definition hygiene Draft unambiguous names for resolved, reopened, deferred, and escalated.
- Module 3 — Lag and lead without confusion Pair outcome measures with signals that change next week’s staffing.
- Module 4 — Sampling and quiet bias Understand when survey windows and ticket filters flatter the chart.
- Module 5 — Scorecard composition Build a one-page scorecard with thresholds, owners, and data freshness notes.
- Module 6 — Weekly Review Design Studio Script the agenda, roles, and follow-ups that keep meetings short.
- Module 7 — Leadership readout Translate floor metrics into decisions without burying uncertainty.
- Module 8 — 90-day hardening Plan what to retire, what to keep, and how to onboard new supervisors.
Instructor
Amira Cole
Amira spent twelve years in UK customer operations before designing Service Track Hub’s scorecard curriculum. She facilitates Floor Cohort evenings and reviews every Network Clinic dictionary draft.
Pricing (informational)
Desk Lens self-paced access is listed at £420 per learner. Floor Cohort seats are £890 per learner. Team Network Clinic packages start at £3,600 for six participants. These figures help with budgeting; enrolment and invoicing happen after contact — there is no checkout on this site. See pricing and refunds.
FAQ
Do I need a BI tool already?
No. Spreadsheets are enough for the exercises. If you use a BI platform, bring export access so definitions can be tested against real columns.
Can my whole team join?
Yes. Floor Cohort works well with 2–4 people from the same unit so dictionary debates happen live. Larger networks usually choose Network Clinic.
What is a real limitation of this course?
We do not clean your historical ticket data for you. If exports are incomplete or fields are inconsistently used, you will need internal time to repair them before the scorecard feels trustworthy. The course teaches how to spot those gaps; it does not replace a data engineering project.
Are sessions recorded?
Floor Cohort sessions are recorded for enrolled learners. Live critique still works best when at least one person from your team attends in real time.
Course reviews
“Module 2 alone stopped our Friday fights about whether deferred tickets counted as resolved. The workbook is blunt in a helpful way.”
Short take: the Weekly Review Design Studio is the part I still use. The leadership readout module felt rushed for our board cycle, so we adapted it.