Revised Departmental Goals/Objectives/Metrics/Etc

Subject: Revised Departmental Goals/Objectives/Metrics/Etc
From: "Oja, W. Kelly" <w -dot- kelly -dot- oja -at- verizon -dot- com>
To: "TECHWR-L" <techwr-l -at- lists -dot- techwr-l -dot- com>
Date: Fri, 19 Nov 2004 08:54:05 -0600


I received an off-list response from one of the list members.

I think I should have pointed out that the metrics document is not meant
for a customer service department, but rather for an operations
department. Running reports, analyzing reports, monitoring network
functionality, and basic surveillance center, and other duties that I
really shouldn't divulge.

Basically, no two days are alike, so attempting to come up with
benchmarks to be met is throwing those of us working on it for a loop.
Sure in theory we could average how long this takes and how long that
take, but when the rubber hits the road, that will not work because
there are X-number of factors outside of the department's control.

Anyway, I think what I am looking for is maybe a business model to go
from and was curious about using one as a model to construct one myself.



W. Kelly Oja
Verizon Airfone-- your Airborne Office
Verizon Airfone keeps you informed and in contact with colleagues,
co-workers, and family from the moment you settle into your seat. Make
progress every day with Verizon Airfone.





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