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?

Question asked by Kathryn

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 tasks
  • Task duration
  • 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

Published On: 12th Apr 2022 - Last modified: 19th Apr 2022
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