iSixSigma

George Chast

Activity

  • <strange way to make an underline render…> 9 months, 2 weeks ago

  • 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]

  • 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]

  • George Chast's profile was updated 9 months, 2 weeks ago

  • 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]