383044
KPI
- Service Goals should
drive efficiencies
- SLA Manangement
- Average time to
complete ticket
- Number of times a
ticket is worked on > 3
exclude site visits
- Number of hours
worked on a ticket >2
- Rolling 2 weeks count of # of
tickets on Service Board,
excluding completed tickets
- Number of tickets
completed per resource
per week
- Hours worked per week
per resource
- Admin time per resource
as a %, as total time
- SLA Manangement
- Put in Place Quality
Assurance measurements
- Rolling 30 days - average
number of hours worked per
week per resource
- Report on any ticket on the Sales
Board that does not have UDNI as the
company (sales engineering)
- Rolling 30 days - average
number of hours worked per
week per resource
- Department Goals & Initiatives
- How to better
educate customers
- Explain our process
- Forward support guide,
call and review
- Explain agreements
- Explain our process
- How to better
educate customers
- What Value Does This Create
For UDNI and/or Clients
- Project Goals
- Quicker turn around
in starting project
- Less time spent
on total project
- Fewer Resources in meetings
- Quicker turn around
in starting project
- Better Offerings, Better Service, Work Together
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