Level of service is a key business driver and influences all Asset Performance Management decisions. The purpose is to match the levels of service the organization delivers with the level of service expectation of its customers and stakeholders.
Level of service:
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Describes outputs the organization intends to deliver to customers/stakeholders
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Relates to service attributes such as: quality, reliability, responsiveness, sustainability, timeliness, accessibility, and cost
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Is written in terms the end user can relate to and understand
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Drives the selection of objectives
For example, the level of service can be set by establishing a threshold condition score or a customer satisfaction level or a combination of both metrics.
Well-defined levels of service can be used to:
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Inform customers of the current level of service provided, and any proposed changes to the level of services, and the associated cost
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Measure performance against the defined level of service objectives
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Develop plans to deliver the required level of service
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Identify costs and benefits of the services
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Enable customers to assess quality, reliability, responsiveness, sustainability, timeliness, accessibility, and cost of the delivered services
In HxGN EAM, in accordance with ISO 55001, you can define policies, strategies, and objectives. To judge whether objectives, strategies. or policies have reached their desired goals a little easier, records on the Objectives, Strategies, and Policies screens can all be associated to a ranking survey defined on the Equipment Rankings screen. The survey questions can be answered manually or automatically making this an easy and consistent process. For details on defining and activating these functions, see the HxGN EAM Equipment Rankings brief sections that deal with Asset Management Policy and Rankings.
Example: A policy for a building is divided into multiple strategies to support that policy. In this example, there are five building strategies:
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Building reliability
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Building safety
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Building customer service
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Building sustainability
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Building capabilities
To accomplish any of these strategies, the organization defines one or more objectives which measure the performance of the organization for that strategy. Objectives could be:
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Proportion of unplanned versus planned WO
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Number of public buildings that are accessible to people with disabilities
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Time taken to remove graffiti
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Time taken to secure property damaged by vandalism
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Frequency of cleaning
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Operating and maintenance costs per square footage
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Level of customer satisfaction with air temperature, building cleanliness, etc.
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Square footage provided by the building