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The management of ITS's four-tiered support model is facilitated by a
workflow tool that allows customer service requests/problem reports to
be recorded and tracked to resolution. Each customer for whom a service
event is opened is given a commitment for how long it will take an ITS
employee to respond to their request/report. Therefore two key indicators
of the quality of our process are
- The percentage of all service requests (or problems) for which the
response commitments were missed
Data Compilation Process:
Weekly reports are produced by the ITS workflow tool. The individual data
points such as the quantity of cases closed, the quantity of cases closed
with missed commitments and average resolution intervals are collected
by ITS employees and posted as weekly data points on the charts that follow.
The Results:
Each of the following charts represents the results from one of the key
quality indicators and contains three lines of data. The Weekly Average
line represents the actual results of the survey. The High Control and
Low Control lines represent three standard deviations above and below
the average for each quarter. Together these three lines reflect the capability
of our process to meet or exceed the customer's expectation and the consistency
with which we are meeting those expectations overtime.
1) The percentage of all service requests (or problems) for which
the response commitments were missed
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