SLAs Archives -


Why you should should align service measures to customer value!

By Duncan Troup on Tuesday, March 15th, 2016 in Service Performance.

Public Transport Victoria recently got pinged in the press for not aligning customer value to their service measures. By redirecting trains at the last stage of the journey through a shorter route they allegedly manipulated their punctuality figures to hide the lateness of services. By “measuring to impress” they have ending up in in a […]

Fix on First Contact – is it the best measure for customer service?

By Duncan Troup on Friday, January 15th, 2016 in Service Performance.

I’ve been working in service delivery for a long time now and its recently started to trouble me that traditional service management thinking pursues fix on first contact so hard. To be clear, i am not saying that this isn’t an important aspect of interrogating service performance – it’s just that, if unchecked, it can […]

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