Processes
Controller
Software
Auditek
Processes
- The rules, regulations and laws by which the project must be governed
- Responsibilities of the agents involved in the project
- Systems for evaluating offers, automatic and/or subjective.
- Project sizing according to needs and their financial counterpart.
- The characteristics of the materials and equipment.
- The techniques to be used in the execution and start-up.
- Testing of the elements before putting them into operation, during the execution of the work and once it has been completed.
- Penalties
- Quality controls and contractor monitoring.
Auditek
Controller
Designing indicators to monitor a service is essential to assess its performance, identify areas for improvement and ensure that established standards are met. Here are some key categories and examples of indicators you can use:
- Efficiency Indicators
These indicators measure how well resources are being used to deliver the service.
- Response Time: Average time it takes to respond to a request or query.
- Resolution Time: Average time to resolve a problem or request from the moment it is received.
- Number of Resources Used: Number of personnel, tools, or infrastructure used by each transaction or request.
- Quality Indicators
These indicators measure the degree to which the service meets customer expectations.
- Customer Satisfaction Rate (CSAT): Average customer satisfaction after each interaction with the service.
- Service Quality Index (SQI): Evaluation of the quality perceived by customers in key aspects such as effectiveness, accuracy and speed.
- Number of Incidents or Complaints: Number of complaints or incidents reported by customers during a given period.
- Productivity Indicators
They measure the volume of work being done and how tasks are managed.
- Request Volume: Total number of requests, cases or transactions managed in a given period.
- First Contact Resolution Rate: Percentage of issues resolved at the first point of contact with the customer.
- Staff Productivity: Average number of cases or transactions handled by each team member in a period.
- Contract Compliance Indicators
These indicators measure whether the service is aligned with the agreements and regulations established in the specifications.
- Percentage of Planned Activities Completed: Percentage of scheduled activities, tasks or commitments that are completed as planned.
- Continuous Improvement Indicators
They measure progress towards continuous improvement of service.
- Customer Experience Indicators
Focused on measuring the overall user experience with the service.
How to implement these indicators?
- Data Collection: Establish an efficient system to collect the necessary data, whether through surveys, automated tracking tools or analysis platforms.
- Continuous Monitoring: It is important that indicators are monitored regularly to make informed decisions and adjust the service as necessary.
- Periodic Review: Review the indicators periodically to ensure that they remain relevant and aligned with business objectives.
- Results Visualization: Charts and dashboards to facilitate monitoring and understanding of indicators, helping in decision making.
Auditek
Software
Infoplayas is a service management control software that facilitates the administration, monitoring and improvement of processes related to the provision of coastal services. Its main function is to help organizations measure, monitor and optimize service performance, ensuring that established standards are met and customer satisfaction and operational efficiency are continuously improved.
Main features of Infoplayas:
- Tracking Key Performance Indicators (KPIs): The software allows real-time monitoring of quality, efficiency and productivity indicators, such as response times, satisfaction rate, volume of requests, etc.
- Process Automation: Allows you to automate repetitive tasks, such as assigning tickets or notifying teams when certain time limits are reached or incidents occur.
- Ticket/Incident Management: Allows you to record, assign and track support tickets or incidents generated by customers. It also facilitates the prioritization and resolution of problems based on their urgency.
- SLA (Service Level Agreement) Management: The software allows you to define and strictly monitor service level agreements, ensuring that your team meets established requirements.
- Reporting and Dashboards: Provides tools to create detailed reports and data visualizations (charts, tables, dashboards) that facilitate decision making.
- Analysis and Reports: Allows you to analyze incidents using heat maps on each beach.
- Integration with other systems: Allows the software to be integrated with other tools, communication platforms, or management applications from other administrative entities such as SEM or the police.
