George Chast
was active Active 9 months, 2 weeks agoActivity
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<strange way to make an underline render…> 9 months, 2 weeks ago
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Thank you for your reply!
1. The definition of “Complete” is always an issue… We are not ignoring that, but this question is on a different, more specific question.
2. “% Requests Complete within their SLA” is not about partial completeness, but a measure of how many get completed on-time.
3. I agree with “giving the business- They
can hang…[Read more]
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I have an area that has SLAs for their request processes, but they are just starting to measure cycle-time directly from the workflow engine. They want to share the request processes performance
- to set expectations for requestors
– this is paramount!
I have quality people who want me to use %complete within SLA… Despite showing them it will not s…[Read more]
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George Chast's profile was updated 9 months, 2 weeks ago
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I have an area that has SLAs, but is just starting to measure cycle-time. As we gather metrics, they want to expose the process performance
- to set expectations for requestors
I have quality people who want me to use %complete within SLA… But, the SLA has not been rationalized with any cycle-times yet and we do know there are large disconnects. (…[Read more]
