1. Standards of Performance Scorecard
Criteria
Standards of Performance
Current
Trend
Key Messages /
Action Taken
Average Break/Fix Response Time
4 hours
The average amount of time between the client initiated call and the arrival of the service technician on site.
83.4%
Avg response time 6.02 hrs
96 out of 115 service incidents responded within 4 hours
Equipment Uptime
98%
The three month rolling percentage that the equipment is available for use within the contracted period of coverage.
98.3%
115 -break/fix incidents
73.2% reactive
First Time Fix
85%
The average number of times a device was successfully repaired during the initial call.
87.8%
101 out of 115 service incidents resolved on first call.
Device recommendation
5 business days
92%
14 new device recommendations in March
Average response 3 days
Device Delivery
10 business days for standard configuration, 20 business days for non-standard configuration
100%
10 approved requests in March
Average time to deliver 9 days
Device relocation /
Pick up
5 relocation requests in March
2 relocated, 3 pending move date per client
Device reporting
98% reporting, minus stored, unconnected and situations beyond Zeno’s control
Pending April reporting
No Yellow – We are either achieving SLA’s or Not
Share SLA’s with Associates
Hints & Tips:
Customize these according to contracted Standards Of Performance (SOP) / Service Level Agreements (SLA) not Statement of Work (SOW)
Consider discussing the differences in Standards of Performance / Statements of Work / Service Level Agreements
Note that these metrics are reflective of calls to the Xerox system only.