Podcast
Questions and Answers
KPI's can include the grade of ______ and rate of return.
KPI's can include the grade of ______ and rate of return.
satisfaction
The number of calls answered is one of the crucial ______ in service delivery.
The number of calls answered is one of the crucial ______ in service delivery.
KPI's
Separate KPI's are needed for internal ______ to enhance management.
Separate KPI's are needed for internal ______ to enhance management.
steering
Benchmarking should not be limited to costs but also include ______ and service excellence.
Benchmarking should not be limited to costs but also include ______ and service excellence.
A management summary should always highlight ______ figures.
A management summary should always highlight ______ figures.
Improvement of service centers involves using economies of scale and ______.
Improvement of service centers involves using economies of scale and ______.
Customer Service Level Agreements define the expected ______ of service.
Customer Service Level Agreements define the expected ______ of service.
The balance between highly tailored and ______ solutions is essential for service optimization.
The balance between highly tailored and ______ solutions is essential for service optimization.
An important aspect of Service Quality Management is regular Service Level ______ and Reporting.
An important aspect of Service Quality Management is regular Service Level ______ and Reporting.
The customer is interested in a clear Service Level ______.
The customer is interested in a clear Service Level ______.
For implementing a Shared Service Center, one needed prerequisite is standardized IT ______.
For implementing a Shared Service Center, one needed prerequisite is standardized IT ______.
Integrated Service Delivery involves delivering high-quality service for a minimum of ______.
Integrated Service Delivery involves delivering high-quality service for a minimum of ______.
In an HR Role Model, ______ Excellence involves designing effective HR strategies.
In an HR Role Model, ______ Excellence involves designing effective HR strategies.
A key component of KPI Measurement in Service Delivery is evaluating both hard facts and soft ______.
A key component of KPI Measurement in Service Delivery is evaluating both hard facts and soft ______.
The goal of running a Service Center is to steer Service ______ and Service Level.
The goal of running a Service Center is to steer Service ______ and Service Level.
The delivery view in an Integrated Service focuses on optimizing the part of IT and ______.
The delivery view in an Integrated Service focuses on optimizing the part of IT and ______.
Integrated Service Delivery should be delivered without any differentiation between ______ and Service.
Integrated Service Delivery should be delivered without any differentiation between ______ and Service.
In Shared Service Centers, roles can be bundled according to clear work ______.
In Shared Service Centers, roles can be bundled according to clear work ______.
The number of internal users that the application concurrently supports is a key performance ______.
The number of internal users that the application concurrently supports is a key performance ______.
A service level agreement (SLA) outlines the acceptable level of ______ experienced by users.
A service level agreement (SLA) outlines the acceptable level of ______ experienced by users.
Disaster recovery includes the amount of time allowed for recovery of each ______ type.
Disaster recovery includes the amount of time allowed for recovery of each ______ type.
Help desk support procedures detail the response time for various classes of ______.
Help desk support procedures detail the response time for various classes of ______.
The SLA specifies the amount of time it takes to recover data to the point of ______.
The SLA specifies the amount of time it takes to recover data to the point of ______.
Globally acting teams are assembled on the basis of shared ______ or work assignments.
Globally acting teams are assembled on the basis of shared ______ or work assignments.
Service quality management includes the number of users who require special ______, such as editing Master Data.
Service quality management includes the number of users who require special ______, such as editing Master Data.
The amount of storage required per ______ is considered in service delivery metrics.
The amount of storage required per ______ is considered in service delivery metrics.
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Study Notes
Characteristics of Globally Acting Teams
- Independence of time and place boosts flexibility in team structures.
- A high degree of virtuality enhances collaboration across distances.
- Emphasis on IT networks strengthens communication and workflow.
Barriers for Globally Acting Teams
- Differences in business processes create complexity.
- Technological barriers hinder seamless interaction.
- Organizational barriers include challenges related to time zones, language, and cultural differences.
Interaction Types in Teamwork
- Collaboration involves mutual engagement towards common goals.
- Cooperation denotes working together but may lack integrated objectives.
- Coordination aligns various efforts to achieve unified outcomes.
- Information sharing is critical, often facilitated by IT tools.
Integrated Service Delivery Overview
- Dedicated roles can be designated for clear work instructions in Shared Service Centers (SSC).
- SSCs can be structured on global or regional levels, leveraging standardized and globalized processes.
- Essential requirement: deployment of standardized IT platforms.
- Integrated Services must appear seamless from the customer’s perspective, blurring the lines between IT and service efforts.
HR Role Model in Service Delivery
- HR Business Partners enhance customer intimacy through strategic initiatives.
- Centers of Expertise focus on policy development and expertise.
- HR Shared Services promote operational efficiency and excellence in delivery.
Operating Model Structure
- Tier 0: Employee and Manager Self-Service for basic inquiries and support.
- Tier 1: Generalist support in SSC, handling transactions and FAQs.
- Tier 2: Specialists provide complex solutions and policy administration.
- Tier 3: Business Partners define HR strategies tailored to specific needs.
Implementing a Service Center
- Customers seek comprehensive services under clear Service Level Agreements (SLAs).
- Delivery focus: maintain high service quality with minimal effort.
- Collaborative responsibility between IT and service teams ensures integrated service delivery.
Running a Service Center
- Quality management requires regular service level monitoring and reporting on key performance indicators (KPIs).
- KPIs include satisfaction rates, ticket resolution times, and service downtimes.
- Benchmarking involves comparing against standardized services, considering quality and customer satisfaction in addition to costs.
Service Center Improvement Strategies
- Leverage economies of scope and scale to enhance service delivery.
- Balance tailored versus standard solutions to meet diverse customer needs.
- Importance of optimizing internal and business processes for better performance outcomes.
Service Level Agreement (SLA) Essentials
- Disaster Recovery includes stipulated recovery times for various failure types.
- Help Desk/Support outlines contact methods, response times, and escalation procedures.
- Storage requirements and user needs are key elements for service effectiveness.
Characteristics of Globally Acting Teams
- They are dynamic groups located across different regions.
- Formed based on shared objectives to ensure a results-oriented approach.
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