Service Levels and Metrics

Here's the deal...you have to track the service level expectations you make. What is measured is what gets repeated.

This is why goal setting is so effective, and what I am proposing here is no different. So how do you keep track?

We make it as simple as possible. We answer 2 questions:

First: What quantifiable actions need to be completed today?

Second: Did these actions get completed?

The second question gets a yes or a no...plain and simple. There are no excuses. There is only, "Yes, it was done," or, "No, it was not done."

We also build reports that show real time progress information. Anyone on the team can take a look at their own and others' production because we hold each other accountable as a team.

These reports are crucial. It keeps us from having to do the busy work associated with keeping tallies while still giving us the data we need to make sure stuff is getting done.

One example is our "No Notes" list. We set an expectation for our service team that every open work order needs to be followed upon failing. We built a query on our work order database that shows all open work orders where we have not updated our customers on the actions being taken to complete the work. It's like a running checklist that shows us what we need to complete.

Even better, we can see which of our account managers are responsible for the most action taken on work orders. This adds some gasification and competitive energy to our work order management processes. It's fun, and it's better for our customers.

One last note: we understand circumstances come up that keep us from completing everything. We address this by identifying patterns and trends around what is not getting done and why. This allows us to make process level adjustments and improve on our performance.

You have to track your service levels with metrics in order to make them effective.