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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.
KPI's
Separate KPI's are needed for internal ______ to enhance management.
steering
Benchmarking should not be limited to costs but also include ______ and service excellence.
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A management summary should always highlight ______ figures.
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Improvement of service centers involves using economies of scale and ______.
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Customer Service Level Agreements define the expected ______ of service.
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The balance between highly tailored and ______ solutions is essential for service optimization.
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An important aspect of Service Quality Management is regular Service Level ______ and Reporting.
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The customer is interested in a clear Service Level ______.
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For implementing a Shared Service Center, one needed prerequisite is standardized IT ______.
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Integrated Service Delivery involves delivering high-quality service for a minimum of ______.
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In an HR Role Model, ______ Excellence involves designing effective HR strategies.
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A key component of KPI Measurement in Service Delivery is evaluating both hard facts and soft ______.
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The goal of running a Service Center is to steer Service ______ and Service Level.
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The delivery view in an Integrated Service focuses on optimizing the part of IT and ______.
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Integrated Service Delivery should be delivered without any differentiation between ______ and Service.
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In Shared Service Centers, roles can be bundled according to clear work ______.
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The number of internal users that the application concurrently supports is a key performance ______.
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A service level agreement (SLA) outlines the acceptable level of ______ experienced by users.
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Disaster recovery includes the amount of time allowed for recovery of each ______ type.
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Help desk support procedures detail the response time for various classes of ______.
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The SLA specifies the amount of time it takes to recover data to the point of ______.
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Globally acting teams are assembled on the basis of shared ______ or work assignments.
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Service quality management includes the number of users who require special ______, such as editing Master Data.
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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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Description
This quiz focuses on the key elements of globally acting teams and their characteristics, including independence of time and place, and the impact of IT networks. It also explores the differences and barriers faced by these teams in a virtual environment. Test your understanding of these concepts from the MGLIIC lecture series.
