Intuition, like luck, is a key factor to the success of many organisations. But they will only get you so far. If your business is Service, you MUST understand the quality of the product you deliver to your customer.

• Does your product

  meet the specifications

  ?
   
• Is the quality maybe

  higher than agreed

  upon?
   
• Are resources

  adequately distributed

  
   
• Does your key personnel

  know how they are functioning

  ?
   

The Metrician Service Level Monitoring solution enables the right people to get the right information, at the right time.

• Gain insight in the

  quality performance

  of your entire organisation
• Feed customers or shareholders with

  actual performance data
   

• Collect performance data in the event of

  disputes
   

• Provide your sales people with

  selling points
   

• Comply to

  quality norms

  as governed by ISO, ITIL, Sox, Corbit, Six Sigma

Metrician will allow you to add indicators that will be used for internal auditing only. Apart from or integrated into the customer SLA contract!

Service Level Management has its origins in the ITIL framework as widely adopted by the IT community. The continuous monitoring of the contractual agreements on the level of service provided, are by no means restricted to the information technology sector only.

Many of the commercial service level monitoring solutions nowadays are directed to Internet service providers. As it turns out, any service oriented organisation can benefit from the deep and broad insights delivered through SLM.

• Health Care Institutions

• Airports

• Construction

• Governmental services

• Call Centers

• Logistic industries

• Police departments

• Cleaning companies

• Etc.

Within the organisation the advantages of service level monitoring are apparent in all aspects of the business, including top-management, quality management, sales and operations.

• Executive management

  : strategic and positioning information

• Quality management

  : compliancy to standards and norms

• Operational management

  : where can we do better?

• Sales

  : unique selling points

• Customers relations

  : do we deliver?

Metrician is a Management Information System (MIS) that can provide this knowledge, from setting up the service contract and its service level agreements, to monitoring every performance indicator and reporting timely to their owners.

• Set up

  roles and responsibilities

• Create

  Service Level Agreement contracts

• Define

  indicators, performance indicators and KPI's
• Configure

  relative weights

  and

  aggregation rules

• Process data
• Report!

Predefined reports can be viewed on webpages, as MS Excell documents, sent by email or integrated into your corporate MIS.