I’m being tasked with defining metrics for performance of my staff in a variety of areas. As part of the process, they are asking me to compare my metrics with “industry standards”.
At first glance, what we do and how we do it seems unique, so there would be no “industry standard”. But a second glance makes me think maybe we’re not so unique.
Can anyone comment on their standards for performing the following tasks for the people you support:
1. How quickly do you promise to assign service requests?
2. How quickly do you escalate requests? What parameters do you use?
3. How quickly do you promise to install new data or voice circuits?
4. If you regularly update those tasks, how often do you require updating while the task is incomplete?
5. What is your “standard” timeframe for provisioning new data and voice services?
Thanks for any/all responses!
Steve Gibson, Manager, Facility Telecom Service, US Postal Service
sgibson2@email.usps.gov
