Question

For Case Discussion 4.1 Identify a specific and quantitative measure for a particular performance metric. This can be an example from your workplace or one from your life experience. Please provide only ONE measure.

See the example provided below, however please come up with your own independent answer:

Example: Max use to work at ACM Materials where they manufactores intermediate chemicals that went into the plastics and fibers markets. One of the performance metrics was product quality. It was measured by something identified as RFI - right first intent and was the number of pounds that we produced right the first time that did not have to be reworked. Our goal was 99% or higher RFI.

Answer 1

Ron works for leading information technology organisation which provides IT support to various clients. As part of critical client support project, Ron is responsible for high-quality real-time support. One of the key performance metrics for the project was service quality. Among various parameters used to measure service quality, one of the most important was SLA Adherence. SLA or Service Level Agreement specified expected level of service and commitment to the client from service provider. In case of support project that Ron was working on, SLA provided maximum resolution time for a support ticket resolution. If the ticket is not resolved within maximum resolution time, the SLA is breached. The goal for Ron was to maintain 98% or higher level of SLA adherence for resolution of support ticket.