# Back Office Service Level

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## Back Office Service Level

Is there a service level calculator for multiple days that is used for back office and not calls.

Or does anyone know the calculation for this?

## Answer for Back Office Service Level

I am not aware of one. What sort of work are you looking to calculate and what sort of service level are you trying to create?

With thanks to Jonty

## Answer for Back Office Service Level

I am trying to work out the number of items processed with a service level period of 48hrs / 5 days.

I have been tasked with projecting service level for an anticipated volume of work, the work in question has a 5 day service level attached were we must log all items within this time frame. However we are anticipating a back log of work items, therefore, I am looking for a calculation that can project service level including back logged items, for the items processed after 5 days.

With thanks to Kathryn

## Answer for Back Office Service Level

OK.  So what are the inputs and outputs that you are trying to obtain.

I guess that you have

• Number of staff
• Shrinkage
• Work hours per day

For outputs you are trying to work out percentage of tasks completed within 48 hours?

Is this correct?

With thanks to Jonty

## Answer for Back Office Service Level

Yes that is correct.

I have been tasked with projecting service level throughout a training period running from Feb 17 to June 17.

I have the number of staff available throughout, the forecast volume of work, expected work output, and have been asked to ‘project’ the SLA in this period. I am happy doing this for 24hrs, however, when the team has a 48hr SLA, I cannot work out how to calculate the SLA based on the work in / out. For example:

_________________________________________

Date:               6/02    7/02    8/02    9/02

Staff:               5          5          6          5

Work in:         100     120     90        100

Work out:       100     100     120     90

SLA:               XX       XX       XX       XX

With thanks to Kathryn

## Answer for Back Office Service Level

You don’t have enough information there to calculate the service level.  Here is the formula

Service level = [ Number of tasks completed within the service level threshold] / [Number of tasks offered] * 100

In order to work it out you would need to count the start time and end time of each task.

With thanks to Jonty

## Back Office Service Level

I also have the same problem I am trying to solve. I have a process that requires 10 Business Days SLA, how will I calculate the headcount requirement?

With thanks to Rachell

## The Calculation Would Be Similar From 4 Hours to 10 Days

It may seem strange but the headcount is very similar between 4 hours and 10 days.

With thanks to Jonty

Author: Jonty Pearce