Service Reporting Workshop

SLA performance ChartIn the context of service reporting, it is crucial to have the ability to succinctly summarize the raw data.
As a director, it is important to understand that your managers are dealing with the day-to-day realities of the company: your peers however receive the reports only once a month (or perhaps even less often). They rely on others to interpret the information for them. It is not always easy to determine if performance is improving or deteriorating, and charts can be difficult to interpret. In a chart, is the performance data above a Service Level Agreement (SLA) line a good thing or bad? Is a problematic situation now under control? ... or has complacency led to the loss of process control?
As demonstrated in the Decision Making workshop, not everybody can interpret numerical data or charts with equal ease. It is probably not obvious to your managers how one simple change to a chart can remove all doubt.
The manager may need to present different and more detailed charts to their team, the people doing the work. This will affirm to the team that their manager has got their finger on the pulse. The team can also see any trends in the wrong direction: they don't need the meaning spelling out to them.

Be clear in your own mind what are three Critical Success Factors (CSFs) you can accept accountability for and be ruthless about ensuring that when it comes to your own annual review, these are all clearly good news. You do not want the remuneration committee to be in any doubts.


A two-day workshop on service assessment and reporting.
What kind of business is this for?
Any business: from solopreneur upwards.
Who is it for?
SME Company Directors
Senior Managers
Management protégés
Management KTP Associates

Why attend?
Learn what makes for good reporting
Learn why there should be different reports for each audience.
Business Benefits
Topics Covered
There will be exercises during the day plus an overnight 'homework'.
Bordon BASE (Opens a new window), Barbados Road, Bordon, Hampshire, GU35 0FX.
Fareham Innovation Centre (Opens a new window), Meteor Way, Fareham, Hampshire, PO13 9FU.
Summer 2023
Dates to be confirmed: a consecutive Tuesday & Wednesday
£1,700 for the two days
Includes refreshments and midday meal.

Students: Sponsored students, being booked a place by their college or university, may be eligible for a full 100% fee waiver.
Bursaries: Students may also be eligible for a travel and accommodation bursary from their sponsor.
Micro-Businesses: A discount of 50% is available to micro-businesses.

Booking and Waiting List
If you are interested in being informed of future dates, please write to enquiries@esm.solutions.
Dress code
Business casual.

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