V Skill HF-D8.6-006 cross-sector 9 skills

Managing service levels and performance indicators

Agrees measurable service and performance standards, measures the actual results and takes action when agreed levels are not met.

How hrmforce measures this

The candidate performs a representative work sample under standardised conditions.

Level	Behaviour at this level
N1 Guided	Reads the performance overview and reports which agreement was not met in the past week. works under supervision and follows instruction · routine, one variable at a time · own task
N3 Proficient	Draws up indicators and standards for a service, reports per period and carries out improvement actions on deviation. sets own approach and seeks input proactively · several variables, some ambiguity · own team or process
N5 Leading	Determines the system of service levels for the organisation and negotiates these with customers and suppliers. sets the standard and the policy · strategic, under high uncertainty · organisation, value chain or profession

N2 and N4 are deliberately not anchored. Raters place them between the anchors, following the O*NET convention.

These skills inherit the assessment route and the behavioural anchors of this construct.

T	Skill	Definition	Demand outlook 2026 to 2030
V	Drafting a service level agreement Service level agreement	Records measurable agreements on availability, response time, resolution time and reporting in writing.	rising
T	Maintaining a KPI dashboard	Keeps a dashboard with performance indicators up to date and explains deviations per indicator.	rising
V	Defining performance standards Performance standards	Chooses per process which indicators apply, which standard fits and how it is measured.	rising
V	Producing a service report Service reporting	Produces a periodic report with actuals against standard, incidents and improvement agreements.	rising
V	Following up an SLA breach SLA breach handling	Establishes that a standard was breached, discusses the cause and applies remedy and any penalty.	rising
V	Measuring service experience Service experience measurement	Measures with short questions after handling how the customer experienced the service.	rising
V	Managing waiting and response times Response time management	Monitors waiting and response times and adjusts staffing or prioritisation.	rising
V	Improvement action on lagging indicators Performance improvement action	Sets a concrete action with owner and deadline when an indicator falls below standard.	rising
V	Benchmarking standards against the market Service benchmarking	Compares own service levels and costs with those of comparable providers in the market.	rising