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Delivery and Quality

Delivery and quality are not always used in the same sentence, but should be. It's important to be very specific and deliberate when documenting your expectations on delivery and quality. For example, it's not enough to say that all requests for service will get a response within 15 minutes from time of call and be closed within 8 hours. To truly make this a "robust" requirement, it would be important to add a metric that tracks the number of requests for service that are reopened with the same problem. This adds the quality aspect to delivery. This all needs to be bounded in the overall Level of Service agreement. Don't just get hung up on delivery!

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