Configuration and Support Team,

I have had absolutely no time to work the metrics results for YE 2009.  Please do your best on your PFPs for your 2009 final inputs.

In addition, for 2010 goals, we’ll be submitting the same metric info as 2009.  Also, please submit any thoughts you have on other goals/targets that may be better or beneficial.

Robin

2010 Goals

Specific metrics to measure:
  • Close 60% of “service” WOs within 3 calendar days (includes all but deployments/moves)
  • Close 90% of “move” WOs by scheduled move date.  Does not include moves that are held up as a result of issues beyond our control (ex. Equipment is not delivered to office).
  • 95% of critical WOs addressed within 4 hours. 
  • Config & Support only Customer Survey results (goal >=95%)