![]() ![]() ![]() And measuring service compliance is essential if we care about quality. One of the most important functions of monitoring systems is to measure. If we use a monitoring system, we could notify their manager every time that the overall quality of the service drops below 80% and by generating automatic reports, we could each month reward those with the best service compliance percentage and take measures (or fire) for those who are doing it worst. We could make the average of their entire work day and thus easily compare different employees to find out which one has more “quality” in the metric of “serving a customer when they sit down.” So if out of ten clients they serve in an hour, they fail only with two, they would be 80% compliant. The way to do it can be more or less simple, but let’s keep it simple, suppose that every time they do it in less than 60 seconds they comply and when they do not make it, they do not comply. That way, we could measure the number of times each waiter manages to serve a customer in the established time. If we had a fully sensorized business with IoT technology, we could measure the time from when the customer sits at a table until a waiter approaches the table. Suppose that in our restaurant, we consider that the most important thing is the initial attention, and that no more than 60 seconds can go by, from when you sit down to when you are served. Maximum time since requesting the bill and paying.Maximum time since you order the drink and it is served to you.Maximum time since a customer sits at the table and is served by a waiter.Each service measures its quality in a different way, but in all cases it refers to times, and therefore it can be measured.įor example, if you worked in a restaurant, you would define your customer service SLA with several parameters: It is a way of defining the limit of failures or times in which the response to a service is measured. What do we want SLAs for?Ī Service Level Agreement (SLA) specifies the quality of a service. This document generally sets out metrics such as uptime expectations and any payoffs if these levels are not met.įor example, if a provider advertises an uptime of 99.9% and exceeds 43 minutes and 50 seconds of service downtime, technically the SLA has been breached and the customer may be entitled to some type of remuneration depending on the agreement. A Service Level Agreement (SLA) is a document that details the expected level of service guaranteed by a vendor or product. ![]()
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