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Aut Etalk 2008

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J
jnixon08

A Case Study

TechnologieBusiness
1 von 14
Calibration: Getting Your Evaluators on the Same Page 06/06/09
Getting To Know You ,[object Object],[object Object],[object Object],[object Object]
Omni Hotels Overview ,[object Object],[object Object],[object Object],[object Object],[object Object],Autonomy etalk Users Conference 2008
Case Study Purpose ,[object Object],[object Object],[object Object]
Quality Monitoring Program Challenges ,[object Object],[object Object],[object Object],[object Object],Autonomy etalk Users Conference 2008
The Solution ,[object Object],[object Object]
What is Calibration? ,[object Object],[object Object],Autonomy etalk Users Conference 2008
Attempting Calibration ,[object Object],[object Object],[object Object],Autonomy etalk Users Conference 2008
Calibration Benchmarks ,[object Object],[object Object],[object Object],[object Object],[object Object],Autonomy etalk Users Conference 2008
Sample Spreadsheet Autonomy etalk Users Conference 2008 N/A Yes Yes Yes Yes N/A Asked nature of visit, group, business, special event 9 Greeting N/A No N/A N/A N/A N/A Performed complete na; Number of Rooms 8 Greeting NO Yes Yes Yes Yes No Performed complete na; Number of Adults and Children 7 Greeting Yes Yes Yes Yes Yes Performed complete na; Departure Day and Date 6 Greeting Yes Yes Yes Yes Yes Performed complete na; Length of Stay 5 Greeting Yes Yes Yes Yes Yes Performed complete na; Arrival Day and Date 4 Greeting Yes Yes Yes Yes Yes Inquired about location, offered a choice 3 Greeting Yes Yes Yes Yes Yes Stated associate name, hotel name or Omni Hotel 2 Greeting Yes Yes Yes Yes Yes Professional, clear, and welcoming greeting 1 Greeting 88.71% 84.99% 83.62% 93.15% 84.02% Craig David Mike Stacy Rick Question Detail Q # Perf. Area
Calibration the Right Way ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Autonomy etalk Users Conference 2008
Ongoing Initiatives ,[object Object],[object Object],[object Object],Autonomy etalk Users Conference 2008
Question & Answers Autonomy etalk Users Conference 2008 Questions?
Autonomy etalk Users Conference 2007 Thank You www.autonomy.com

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Aut Etalk 2008

  • 1. Calibration: Getting Your Evaluators on the Same Page 06/06/09
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  • 10. Sample Spreadsheet Autonomy etalk Users Conference 2008 N/A Yes Yes Yes Yes N/A Asked nature of visit, group, business, special event 9 Greeting N/A No N/A N/A N/A N/A Performed complete na; Number of Rooms 8 Greeting NO Yes Yes Yes Yes No Performed complete na; Number of Adults and Children 7 Greeting Yes Yes Yes Yes Yes Performed complete na; Departure Day and Date 6 Greeting Yes Yes Yes Yes Yes Performed complete na; Length of Stay 5 Greeting Yes Yes Yes Yes Yes Performed complete na; Arrival Day and Date 4 Greeting Yes Yes Yes Yes Yes Inquired about location, offered a choice 3 Greeting Yes Yes Yes Yes Yes Stated associate name, hotel name or Omni Hotel 2 Greeting Yes Yes Yes Yes Yes Professional, clear, and welcoming greeting 1 Greeting 88.71% 84.99% 83.62% 93.15% 84.02% Craig David Mike Stacy Rick Question Detail Q # Perf. Area
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  • 13. Question & Answers Autonomy etalk Users Conference 2008 Questions?
  • 14. Autonomy etalk Users Conference 2007 Thank You www.autonomy.com