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Creating consistent Service Levels

By Lolek ·
I have been put on a QI team that is trying to come up with a way to proceduralize our current service levels. One of the biggest hang-ups we are having is coming up with a tool to use that will ensure that every call receives the same service level, regardless of the tech answering the call. We are going down the path of an excel spreadsheet with self-weighted questions to determine the service level (ie-if you score 50pts you have a critical issue, if you score 40 pts it is high, etc) The problem we are running into is coming up with questions that lend themselves to one definate answer, without a lot of room for personal judgement. Does anyone have any examples of this they would like to share, or are we way off base in assigning Service Levels this way?

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