How do others define a business day metric?

View previous topic View next topic Go down

How do others define a business day metric?

Post  mugen_kanosei on Thu Jan 07, 2010 12:04 am

I am trying to get an idea on how other organizations define their business day metrics. We have a central site where the service desk is located and operating 24x7 with several outlying sites operating 12x5 consisting of 4 different time zones. When a customer calls in for a service request, how do you measure the performance of their ticket? We have defined a business day as 0600 to 1800 M-F. But we are trying to decide how to apply this to the customers expectations. Do you base the business day upon where they are located even if the support being provided might be in a different time zone? If you base it on the businesses location, what happens if the location of support changes to a new timezone? Does the metric start on the day they call, or the following full business day? I have tried looking for how other businesses define certain metrics or sla's, but have come up with very little.

mugen_kanosei

Posts : 13
Join date : 2009-02-03
Age : 35
Location : Japan

View user profile

Back to top Go down

Re: How do others define a business day metric?

Post  ngalemmo on Thu Jan 07, 2010 12:09 pm

If you ask 5 people, you will probably get 5 different answers. This is something you really need to discuss with your business people and decide what is important to them. From a design standpoint, you most certainly want to track things by the customer's time, the support group's time and universal time. And it would seem reasonable that there are different metrics from different points of view: the customer's against SLAs and internally against expectations.
avatar
ngalemmo

Posts : 3000
Join date : 2009-05-15
Location : Los Angeles

View user profile http://aginity.com

Back to top Go down

View previous topic View next topic Back to top

- Similar topics

 
Permissions in this forum:
You cannot reply to topics in this forum