Weighting of service targets when defining an agreement
When defining the agreement, you enter a number between 1 and 20 for each related service target. The higher the number, the more value the service target has when calculating the compliance. The default is 1. The system evaluates the service targets and their weightings, and assigns each service target a weighted contribution percentage. This allows an Urgent priority service target to be more important than a Low priority service target.
The weighted contribution percentage is calculated by dividing the service target's weighting by the total weight of all service targets. The system calculates the weighted contribution dynamically based on the relative importance of each service target. The following tables show an example.
The following table explains the weighted contribution percentage calculations.
Service target importance | Weighted value | Weighted calculation | Weighted contribution % |
|---|---|---|---|
Urgent service target | 20 | 20/(20+10+5+5) | 50 |
High service target | 10 | 10/(20+10+5+5) | 25 |
Medium service target | 5 | 5/(20+10+5+5) | 12.5 |
Low service target | 5 | 5/(20+10+5+5) | 12.5 |
To calculate the agreement compliance, the service target weighted contribution percent is multiplied by the service target performance percent for the review period.
The following table explains the calculation of agreement compliance.
Service target importance | Period performance | Compliance calculation | Compliance % gained |
|---|---|---|---|
Urgent service target | 90% | 50% x 90% | 45 |
High service target | 90% | 25% x 90% | 22.5 |
Medium service target | 85% | 12.5% x 85% | 10.625 |
Low service target | 75% | 12.5% x 75% | 9.375 |
|
|
| Total compliance % gained: 87.5 |
If no measurements exist for a service target for the review period, the service target weighted contribution is considered to be 100 percent. If you want all the service targets to be weighted the same, give them all a weighting of one.