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by Abdul A. Jaludi (Author)
The federal government does not have an exclusive on technology failures. Healthcare.gov technology issues were glaringly obvious but how do you catch the not so obvious: Problems that customers see which you know nothing about? High churn rates, unacceptable levels of poor client experience or below industry average profit margins may point to technology as the cause of or having a contributing role. An optimized pro-active command center can help improve your customers experience by fixing issues before they become visible to the customer and preventing poor code or untested applications from going into production, where they will do more harm than good.
Author Biography
Abdul A Jaludi, Co-Founder, President & Chief Executive Officer of TAG-MC, is an expert in IT infrastructure and business command centers. In addition to this book, he is also the author of The Art of Process Improvement and was the winner of a global innovation contest looking for the best idea for the future of banking. Abdul has 28 years' experience with command centers. His contributions include helping establish one of the most efficient mainframe banking environments in the world. His accomplishments include department, function, process, and tool innovation and optimization. Abdul has performed numerous command center audits to identify and correct reasons for customer dissatisfaction, improve service delivery and to reduce expenses. His work includes a full review of monitoring, overnight batch processing, incident alert notification, change, incident and problem management, and customer-service reports.
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