SLAs are important not only in figuring out what you want, but also in getting it done. However, none of this would be possible without metrics. What many people don’t see is the infinite areas that metrics affect. Bob Anderson outlines some of the many metrics that you should be using in your organization, and some that you may be overlooking are so simple that they’ll surprise you.
What does your company consider a “day” to be? Are you counting weekends and holidays? Even the simplest facts need to be defined up front. What about reporting tools? Figuring out when to use your provider’s portal or you own is crucial. Everything from business demand to utilization to customer satisfaction can all be determined by metrics.
Looking to increase your budget accuracy? Metrics. Looking to increase total work effectiveness? Metrics. When the going gets tough, the tough get counting. Check out Anderson’s blog for more information on using metrics in your organization.