Unlocking Service Level Agreements

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WHAT IS IT ABOUT?

In a corporate world, service level agreements and their optimization are in demand. This questionnaire investigates topics such as technology, schedules, hours operation, maintenance windows, downtime, callbacks, and their impact on service level agreements.

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Theme:
Available in: English, Dutch, French, German, Spanish
  • The IT department that needs to convince senior managers about the opportunity of improved customer satisfaction from better service level agreements.
  • The Operations director who is interested in helping his team with better system maintenance.
  • The Security manager who is looking for an increased system uptime for customer service.
  • The Management analyst who is analyzing the cost-savings potential of streamlined operations with improved service level agreements.
  • The Quality assurance officer who needs more visibility into system downtimes and maintenance windows that could lead to higher customer service standards.
Technology
Enabling infrastructure and systems

Schedules
Establishing protocols and rules

Downtime
Minimizing disruptions and delays

Customer Experience
Enhancing customer satisfaction

As you can see, you're not asking your respondents for opinions, satisfaction or agreement. Our scientific research has shown that these are very bad fuel for algorithms. Instead, we ask for verifiable facts or -behaviour. For further reading, you can download our AMAIZE magazine dedicated to this topic or discover the scientific papers in the Resources section.

After you have downloaded this questionnaire, you can - in your Toolbox - edit, add/delete, and translate questions & answers to your liking. Clicking the "Help me PRAIORITIZE" buttons in the Toolbox activates our A.I. to help you finish your masterpiece..

Q. When provisioning compute capacity, what level of redundancy do you deploy?
  1. We do not have any redundancy.
  2. We have basic redundancy for components such as storage and virtualization.
  3. We have resilient and redundant architecture to ensure availability of services.

Q. What are your business hours, Mon-Fri?
  1. Our hours are 8 to 5 PM
  2. We have special hours for customer support and after-hours service, from 9 am to 7 pm
  3. We offer 24/7 customer care with dedicated customer relations teams ready to answer questions
The artificial intelligence creating the questionnaires for the store has been inspired by over 11.000 whitepapers from more than 100 noted consultancy firms. Algorithms selected the 20% best papers and grouped papers from different consultancy firms into specific questionnaires. Why settle for less? Here is a summary how we did it.

If you feel you need outside support after conducting your assessment, we recommend the firms that have written the below mentioned whitepapers. Not having a paper selected does NOT mean that a firm does not give good advice.
NAMETITLE PAPER
oliverwymanreconciling-sourcing-performance-and-pl.pdf
pwcpwc-irs-revenue-procedure-2012-17.pdf
oxeraState-aid-reforms-for-energy.pdf.pdf
pwcpwc-gfy20-q1-government-contracts-compliance-review.pdf
fticonsulting2019-proxy-season-best-practices-trends.pdf
pwcpwc-governance-insights-july-15-2020.pdf
qadxd-qa-isbusanalystproginsert-17oct19_v11.pdf
lekConsumer-Spotlight_Japan_0114.pdf
You will download so much more than a set of questions and answers. This questionnaire contains everything for the full consultancy experience:
  • Respondent profiles for a helicopter view of your audience.
  • A maturity model with which algorithms calculate a six times smarter improvement target (compared to when you leave that to a human).
  • Improvement suggestions (per question) how to move from one answer to another
  • Suggested follow-on projects. After all, moving your organization from A to B might require more than just doing an assessment.
This English questionnaire is also available in Dutch, French, German, and Spanish.

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