V Skill HF-D8.6-006 cross-sector 9 umiejętności
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.
W jaki sposób serwis hrmforce to mierzy
- Metoda oceny
- Work sample test · rho 0.33 (SD 0.09)
- hrmforce narzędzie
- Work sample test, Competency Check
- Kompetencje (50-ramowe)
- Progress monitoring
- Możliwość szkolenia
- high
- Prognoza popytu na lata 2026–2030
- rising
The candidate performs a representative work sample under standardised conditions.
Kotwice behawioralne
| Poziom | Zachowanie na tym poziomie |
|---|---|
| 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 i N4 celowo nie zostały przypisane do konkretnych punktów odniesienia. Oceniający umieszczają je pomiędzy punktami odniesienia, zgodnie z konwencją O*NET.
Podstawowe umiejętności
Umiejętności te dziedziczą ścieżkę oceny oraz punkty odniesienia behawioralne tej konstrukcji.
| T | Umiejętności | Definicja | Prognoza popytu na lata 2026–2030 |
|---|---|---|---|
| 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 |