Service Level Design
Sets the level you will actually staff for, since an aspirational commitment erodes trust faster than a modest one.
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Running it, start to finish
- Measure current performance at percentiles before committing to anything.
- Set the level at what your worst week can deliver.
- Define exactly what is measured, from when, and what is excluded.
What you get back
The output this produces, every time.
- Sets the level below current performance, so it is met nearly always rather than half the time.
- Distinguishes what customers ask for from the predictability they usually actually need.
- Names the measurement distortions that produce good numbers and unhappy customers.
Getting better results
Where this usually goes wrong, and how to avoid it.
- Tier the commitments. Committing to your fastest level universally is what makes a service level unaffordable and therefore unmet.
- Stop the clock for customer response. A timer running while you wait for information from the customer produces disputes rather than improved service.
- Start conservative. Improving a commitment later is easy and welcomed. Reducing one is a visible retreat that costs trust.
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Written for The AI University. Every prompt in this library is original work — authored, tested and revised here, not collected from elsewhere. 365 of them, free with an account.