About Service Levels

Tracking team performance against agreed service levels

Glenn Roberts avatar
Written by Glenn Roberts
Updated over a week ago

Service levels are a critical component of tracking performance against service level agreements. They provide a centralized location to view and filter SLA data. Service level scores can be populated automatically or manually. This article outlines the responsibilities, timing, method, prerequisites, and tips for manually entering service levels in Bramble.

Typically, Frontline managers are responsible for ensuring that service level score percentages are populated in a timely manner. They should ensure that the data entered is accurate and up to date.

Ideally, the service level scores should be populated daily or on the date the applicable task was processed. This ensures that the data is up to date and can be used to track performance against service level agreements.

The service level page presents a table that users can filter or add to based on their level of access in the organization. The table contains either 4 or 5 columns, depending on whether the 'Show Children' option is selected.

The table includes the following information:

  • Date: the effective date of the task score

  • Name: the task the service level score applies to

  • Service Level Score: the score of the task completed on that date, expressed as a percentage

  • Notes: additional pertinent information recorded in relation to the service level score

To add a new score, the user selects the 'Add Score' button, which will open the entry panel on the right side of the screen, where they can complete the necessary fields. The 'Effective at' date is the date the user is being scored for, not the date the score is being entered.

The Production Task dropdown will display all tasks assigned to the team of the person entering the information and below. This provides the option for multiple scores and dates to be entered in rapid succession by selecting the 'Save and add another' option after each record is completed, rather than the 'Save' button.

The table can be filtered using the following filters and actions:

  • Group: the teams/divisions that own the task being scored.

  • CI Categories: filter tasks belonging to the selected continuous improvement opportunity category

  • Processes: only display tasks belonging to the selected process

  • Search: allows the user to search for a specific task, group, or process (depending on their level of access).

Did this answer your question?