KPI

KPI

1. Service Goals should drive efficiencies

   • SLA Manangement
   • Average time to complete ticket
   • Number of times a ticket is worked on > 3 exclude site visits
   • Number of hours worked on a ticket >2
   • Rolling 2 weeks count of # of tickets on Service Board, excluding completed tickets
   • Number of tickets completed per resource per week
   • Hours worked per week per resource
   • Admin time per resource as a %, as total time

2. Put in Place Quality Assurance measurements

   • Rolling 30 days - average number of hours worked per week per resource
   • Report on any ticket on the Sales Board that does not have UDNI as the company (sales engineering)

3. Department Goals & Initiatives

   • How to better educate customers
     • Explain our process
     • Forward support guide, call and review
     • Explain agreements

4. What Value Does This Create For UDNI and/or Clients

5. Project Goals

   • Quicker turn around in starting project
   • Less time spent on total project
   • Fewer Resources in meetings

6. Better Offerings, Better Service, Work Together