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- Charge the same amount for work done by DITR SLA folks and by PC Service, so there's no false incentives to use one over the other. The difference is not in the work done but in the style of client relationship (SLAs being cozier and closer to the clients' home, PC service being more "auto repair shop" in style").
- Consistent "rules of engagement" memos per line of business, documenting in one sheet what relationship the client has entered in to with us and how to get in touch with precisely the right person to get what they need.
- Benchmark against industry standards for process performance, rates, etc. (Can we be more efficient or can we leave a certain process alone since it's doing as well as it can or better than any alternative?)
Goals