Najib has provided some examples items for what I would call a service
level agreement. Not too sure that you can set the error rate until you
establish the base line.
for example retrieval requests you need to know how long it takes now to
retrieve records. what you have established the base you can set a goal for
the performance.
Look at all the activities your group performs, establish the baseline,
then establish performance goals that are realistic, make sure the staff
buys into the goals, establish a stretch performance goal. also are the
goals something that you and your staff have control over?
and like Gary suggests establish a survey that is completed by the groups
you serve.
On Wed, Nov 20, 2013 at 3:13 PM, Najib Fares <[log in to unmask]> wrote:
> Number of requests retrieved within X minutes or days successfully. Error
> rate 1% or less.
> Number of content items captured and indexed within X minutes or days
> successfully. Error rate 1% or less. X will be based on record type and
> priority.
> Number of shred service visits completed successfully on scheduled date of
> service by shred vendor. Billing accurate 100%.
>
--
Peter Kurilecz CRM CA IGP
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Dallas, Texas
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