Joined: Mar 04, 2008 Posts: 1894 Location: Helensburgh
Posted: Tue Nov 15, 2011 5:24 am Post subject:
I hope I'm not misinterpreting the question, but when you first engage with a new customer there are no KPIs to discuss. You have to establish the service requirements aligned to the customer's business requirements. You establish the service levels to meet these requirements up to the point that the customer is willing to pay for them. Then you derive the KPIs from these service requirements and service levels as a means of baselining performance of and improvement to the service. _________________ "Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
Thank you. Could you give me an example on this please? Taking an example of s service requirement and how it is aligned to customer's business requirement and service levels are established around it from which how KPIs are derived.
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