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Interested in learning how Dell, the leading direct-sale computer vendor, delivers world class customer service while balancing operating expense improvements and sales increases?
Find out how the best in class technology provider leverages performance management to align individual employee goals with corporate objectives – creating a culture of continuous improvement. Join us for a free webcast featuring Dell's senior manager of global reporting, Aparna Fernandes and Merced Systems' vice president of business consulting, Matt Katz to explore best practices for creating a performance management culture in your operation.
You'll find out:
- How Dell utilizes performance management to automate all metrics, goals, and employee coaching to ensure a closed-loop effort focused on the customer
- How Dell aligns company strategy with individual goals to boost operational performance
 Aparna Fernandes, Senior Manager, Dell Global Reporting
Aparna Fernandes is responsible for supporting 40,000 Dell employees spanning more than 30 countries, across all of Dell's customer operations, including Consumer Care, Technical Support, Small & Medium Business, and Sales. With a mission of providing tools for enabling and tracking key performance management processes within Dell's Contact Centers, Aparna's world-wide team of 80+ provides all services and technology for the company's targeted front-line coaching and development programs as well as all historical, ad-hoc, and real time reporting.
 Matt Katz, Vice President of Business Consulting, Merced Systems
Matt Katz has over 15 years experience developing and leading software, financial services, and management consulting firms. Matt most recently served as vice president of Strategy with Wells Fargo Bank. Throughout his career, Matt has held a variety of executive positions, including vice president of consulting and client services for Teknowledge Corporation and director of consulting services for Edify Corporation. Matt also served as a management consultant for Symmetrix, assisting executives resolve strategic, operational and human resource challenges in driving corporate change.
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