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Customer Service Area |
744-5385 |
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Nov-09 |
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Workorder Processing |
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*To meet UMS performance standard, all work |
# of Workorders Received |
# of Workorders in Standard |
Level of Service |
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orders must be ready for processing within 1 hour |
82 |
77 |
93.90% |
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after receipt of the information and materials. |
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Workorder Invoicing |
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* To meet UMS performance standard, all invoicing |
# of Workorders Invoiced |
# Invoiced In Standard |
Level of Service |
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of workorders must be invoiced 2 times per month |
105 |
100 |
95.24% |
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and each are audited for accuracy by the work team. |
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List Management Services |
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*To meet UMS performance standard, labels/lists |
# of Campus Labels Needed |
# Produced in Standard |
Level of Service |
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for campus mailing lists must be completed |
2 |
2 |
100.00% |
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in 4 hours or less. |
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*To meet UMS performance standard, labels/lists |
# of 1st Class Labels Needed |
# Produced in Standard |
Level of Service |
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for 1st class mailing lists must be completed |
11 |
11 |
100.00% |
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in 4 hours or less. |
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*To meet UMS performance standard, labels |
# of 3rd Class Labels Needed |
# Produced in Standard |
Level of Service |
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for 3rd class mailing lists must be completed |
23 |
22 |
95.65% |
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in 8 hours or less. |
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*Special requests for labels/lists meet UMS |
# of Special Requests |
# Produced in Standard |
Level of Service |
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performance standards when the unique |
0 |
0 |
0.00% |
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customer needs are met. |
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Invoice & Data Entry Services |
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*To meet UMS performance standard, data entry |
# of Opportunities |
# Completed |
Level of Service |
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for DHL, UPS, and FedEx must be up-to-date |
8 |
8 |
100.00% |
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on Tuesdays and Fridays. |
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*To meet UMS performance standard, all |
# of Opportunities |
# Completed |
Level of Service |
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accounts payable must be current on Wednesdays |
29 |
29 |
100.00% |
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and Fridays. |
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*To meet UMS performance standard, all |
# Received |
# Completed |
Level of Service |
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invoice corrections must be completed and |
0 |
0 |
100.00% |
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faxed or mailed to customer by 3rd business day. |
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*To meet UMS performance standard, all |
# Received |
# Completed |
Level of Service |
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bar code orders must be produced and |
6 |
6 |
100.00% |
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mailed by 1 business day. |
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*To meet UMS performance standard, all |
# Received |
# in Standard |
Level of Service |
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telephone calls must be answered within |
964 |
962 |
99.79% |
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3 rings. |
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# Received |
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Monthly Walk-In Customers |
317 |
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*Explanation of UMS performance standards for Customer Service -
Administration Office.
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