Content Comparison

CSC Goals

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1.1 Operational - Service Excellence Ticket Resolution Overall success of incident and service request resolution per the established KPI criteria.
Target = 98%
Stretch =99%
Threshold = 94%

https://tableau.itap.purdue.edu/#/workbooks/883/views

1.2 Operational - Tickets missing target  Eliminate incidents and SRs missing target date by more than 30 days
Target = 95%
Stretch = 100%
Threshold = 90%

1.3 Behavioral - Customer Satisfaction
Target = 4.7%
Stretch = 4.9%
Threshold = 4.6%

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Professional / Career Development
The staff member has increased his/her knowledge and skills through on-going development activities and has demonstrated the ability to apply acquired knowledge and skills in the workplace. The appropriate short and long term goals are in place to support the employee's development. 

Data

• Incidents Resolved within SLA - https://tableau.itap.purdue.edu/#/views/ITaPServiceQuality/IncidentOverview?:iid=1
• Service Requests Resolved within Schedule Date - https://tableau.itap.purdue.edu/#/views/ITaPServiceQuality/ServiceRequestOverview?:iid=1
• Call Abandon Rate - https://tableau.itap.purdue.edu/#/views/ITaPServiceQuality/CallStatsOverview?:iid=2
• Customer Satisfaction - https://tableau.itap.purdue.edu/#/views/ITaPOperationalDashboards/TicketMonitoringforManagers?:iid=4
• Resolution Rate - https://tableau.itap.purdue.edu/#/views/CSCOperations/Tier1ResolutionOverview?:iid=5