Operation Improvement Inc.

“Service Levels” are the standard of failure, not the standard of success. Flawed reporting and SLA bonuses can make performance worse! Try this approach instead:

Start with a definition of Quality and Target Excellence.

AVOID: First Flawed Approach: Tables That Summarize Performance

AVOID: Second Flawed Approach: Bad Visuals Are Worse Than No Visual!

At 8 Days, a service request becomes a “Lost Cause” for an SLA Bonus!

25 Days> We’ve got to boost the Under 7 Day Total. Too Bad For You!

Seeing The Problem is Step #1. We Can Help You Fix it!