servicegradsmål
Servicegradsmål is a term used in Swedish and Norwegian business practice to denote service level targets for various operational processes. It refers to a defined objective that expresses the expected level of service delivered to customers and stakeholders, typically stated as a percentage or a time constraint. These targets guide planning, resource allocation, and performance evaluation in service operations.
Common contexts for servicegradsmål include call centers, logistics, IT support, retail, and manufacturing. Examples include achieving
Measurement and calculation: Service level targets are usually tracked over a defined measurement window (hourly, daily,
Implementation: Targets are set based on customer expectations, competitive benchmarks, and cost considerations. They are supported
Limitations and considerations: targets must be realistic and defined clearly (what counts as "answered" or "delivered"),