All posts in Processes


Service Level Management: How to Manage SLAs and OLAs Masterfully

Service Level Management

When defining, documenting, and delivering services to customers, it can be a little difficult (read: incredibly taxing) to keep on top of everything.

As Philipp Unterharnscheidt and Axel Kieninger at the Karlsruhe Service Research Institute both say:

“IT services supporting business operations are an increasingly critical factor for business success today (Guldentops 2003). The management of service quality, which is the central objective of Service Level Management (SLM), however remains a major challenge for many companies.”Philipp Unterharnscheidt and Axel Kieninger, Service Level Management – Challenges and their Relevance from the Customers’ Point of View

To help companies keep on top of things – and manage their services, service levels, and SLAs and OLAs masterfully – there’s service level management.

This may be the point where you’re thinking “But what, exactly, is service level management? What are the benefits of it? The best practices so it’s done properly? And how would Process Street even help with service level management?”

Worry no more, reader. You’ve come to the right place.

Just read through these sections to get to grips with service level management:

Let’s dive straight in. ⬇️

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Inverted Pyramid: Don’t Bury the Lead — Give People What They Want (Fast)!

Inverted Pyramid

Your attention span is shorter than a goldfish’s.

This isn’t meant to be a personal insult. All of our attention spans are now pretty ba-… wait, how was I going to finish this sentence?

Blame it on what you will – the break-neck speed in which content is published on the internet, the various devices all vying for our attention, or a lifestyle that’s overly digitalized – but there’s no getting away from it. There’s only an 8-second window before concentration plummets.

For journalists, content marketers, and pretty much anyone who uses the written word to deliver information, this isn’t news you want to hear.

But with the inverted pyramid, you can quickly supply global audiences with the news they do want to hear – and quickly (read: before they move onto the next shiny, sparkly thing).

In this post from Process Street, you’re going to learn about the inverted pyramid, the benefits of using it, see examples of it in action, and discover how checklists can help you with getting the right information out there. Fast.

Read through these sections to get completely clued up:

Now, what was the topic again? Oh, right – the inverted pyramid!

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Best QMS Software for Quality Management Systems: Which is Right for You?

quality management system software

Implementing a quality management system (QMS) is an important investment companies cannot overlook.

One Harvard Business Review study found that companies with an ISO 9001 certification have much higher rates of “corporate survival, sales, employment growth, and wage increases than a matched group of non-adopters.”

For instance, 65% of companies save $25,000 or more in costs within their first year of implementing a QMS.

Adopting a QMS software can also boost efficiency and consistency of work, increase customer satisfaction, raise product value, and reduce unnecessary costs and overall risks.

A good quality management system is all about achieving a quality-driven culture within your company, and as a result, making your product better and marketing it faster. But in order to access these benefits, it’s important that you choose the right QMS solution for you and your company.

In this Process Street article, we’ll be going over the foundation of everything you need to know before choosing your quality management system software.

We’ll be covering:

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16 COVID-19 Procedures for Hospitals (According to Clinical Experience from FAHZU)

🚨If you’re on the front lines fighting COVID-19 and want to use these processes to help your facility, please contact us and we will set you up with a free account*🚨
covid-19 procedures headerIn the wake of challenges at the scale of the novel coronavirus COVID-19 it is vital that we share as much knowledge as possible to help each other prepare for the problems we face and fight them effectively when they arrive.

This article will compile the procedures outlined in the Handbook of COVID-19 Prevention and Treatment (2020) produced by The First Affiliated Hospital, Zhejiang University School of Medicine (FAHZU).

FAHZU had significant success in tackling the spread of coronavirus within its hospital while seeing successful outcomes and has – in association with the Jack Ma Foundation, AliHealth, Alibaba Cloud, and other partners – released the above handbook to guide hospitals and medical centers around the world, and inform them of effective best practices to fight the coming challenge.

The handbook contains many materials including policies, charts, and imaging examples. In this Process Street article, however, we’ll focus on the process-aligned elements of the guide.

Some of the items we have extracted from the handbook function as linear procedures to guide action, others as processes to guide the setup or auditing of systems.

Each process template will be embedded below with a description. The article will be structured as follows:

Process Street COVID-19 procedure templates quicklinks

The quicklinks to each template are here:

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Internal Audit Basics: What, Why, and How to Do Them (5 Audit Checklists)

internal auditCan you prove your team’s performance?

How do you know for certain that nothing is being missed?

The answer is simple; you perform an internal audit.

We here at Process Street know how difficult it can be to keep track of your internal workings. Short of documenting and tracking everything (which can be a hassle) it’s easy to lose track of the risks posed to your organization.

That’s ignoring how hard it can be to track whether your teams are performing their duties correctly.

That’s why this post will dive into everything you need to know about internal audits. These are practices that let you get an objective assessment of various elements of your company, such as this ISO 9001 process.

We’ll cover:

Let’s dive in.
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Review Management: How to Win Business and Influence Customers

Review Management

Everyone who works here is a jerk. It smells terribly bad and the manager is an a**hole.” – Vanessa, TrustPilot

As a business owner, how would you respond to this review? Fight back and tell the customer they’re wrong? Ignore it and hope it goes away? Or apologize profusely and kill them with kindness?

In a world where 70% of consumers look at multiple review sites and read a whopping 10 reviews before choosing a local business, review management needs to be a crucial part of your business success plan.

But with 63% of businesses not checking or responding to their online reviews, we at Process Street, have written this post to help you understand the impact and importance of managing your online reviews.

This post will tell you everything you need to know about review management, including the following topics:

We will also give you access to 14 super-charged templates that will actively help you manage your online reviews. If you’re in a hurry, feel free to jump straight into them:

If you’re curious about what these templates look like, check out this embedded Social Listening Strategy Process Checklist here, or scroll down to find them all embedded.

But if you’ve got time, grab yourself a cuppa and let’s get started!

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How Asking ‘Why?’ 5 Times Can Potentially Save Your Business (Free 5 Whys Template)

5 Whys Template

Business-related problems not only crop up constantly, but they can also have massively negative impacts if not resolved promptly.

In fact, problems related to cash flow are why 82% of small businesses fail.

The good news is there’s a nifty way to get to the bottom of roadblocks quickly: 5 Whys.

According to Sakichi Toyoda, the founder of Toyota Industries and inventor of 5 Whys, asking ‘why?’ 5 times can help you get to the root cause of the issue or problem you’re facing.

In this post, you’re going to learn more about the 5 Whys process, why it’s so beneficial, and you’ll even get your hands on a 5 Whys template, courtesy of Process Street.

Read through these sections to get the complete lowdown:

So, why are you waiting around?

It’s time to become a pro at finding out why problems occur! 🔍

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Operational Level Agreement (OLA): The SLA’s Kick-Ass Sidekick

Operational Level Agreement

Let’s face it.

Delivering stellar services to customers and clients can be tough.

And with villains such as poor communication, stress, and human error constantly rearing their ugly heads, it makes that job even harder.

In fact, a study by Quantum Workplace found that more than 80% of people thought miscommunication happened very frequently, frequently, or occasionally in the workplace, while Identity Guard uncovered that the average American employee makes 118 mistakes per year.

So that mistakes are quashed, miscommunication is thwarted, and that everyone is on the same page so the objectives, targets, and goals defined in your service level agreements (SLA) can be upheld, an OLA is the answer.

An OLA is to the SLA what Robin is to Batman. Superboy to Superman. Chewbacca to Han Solo. And by reading through the following sections in this Process Street article, you’ll discover why an OLA makes for a kickass side-kick:

Now, don your cape and let’s fly through this post! ⚡️
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Video Review: How to Give Effective Feedback

Video Review

Videos are a powerhouse when it comes to marketing, explaining your product, and much more.

Heck, when users are spending 88% more time on websites that have videos, you can see their power just in terms of retention.

Unfortunately, it’s hard to request or create effective videos if you don’t have experience in the field. Terms can be confusing, and video producers might struggle to act on the feedback you give if you don’t know how to communicate the message effectively.

That’s why it’s vital to know how to perform an effective video review; there’s an art to it.

At Process Street, we’ve gone through the hard work of learning how to review videos and give actionable comments. That’s why I’ll be showing you how to do just that., including:

Let’s get started.
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Plan for Success With 11 Free Human Resource Planning Checklists

Human Resource Planning

The term planning is imbecilic; everything can change tomorrow

That was a quote made by a French manager, straight after the 1973 oil crisis.

He’s kind of right of course. Everything can, quite easily, change tomorrow. We’re living in a world where we see changes every day. Ground-breaking technology, product innovations, medical breakthroughs, economic globalization. Things change. I can’t argue with that.

But does that mean “planning is imbecilic” though?

Can planning be inflexible and slow to respond to change? Yes. Can it be reliant on poor, over-optimistic forecasting? Probably. Can it lead to bad business decisions? Definitely.

Planning can be ineffective and damaging if it’s done badly.

Good planning, on the other hand, can minimize the uncertainty brought on by change. It can reduce risk, promote reflection and encourage innovation. It forces rational, logical thinking and it helps inform good business decisions.

Don’t believe me?

Take the 1911 race to the South Pole. The race was between two explorers Roald Amundsen and Robert Falcon Scott. They each had a similar amount of experience and were the same age. Both faced 1,400 miles of gale-force winds, blizzards, and minus temperatures on their expeditions.

Amundsen meticulously planned his trip for several years. Scott didn’t.

Guess which expedition tragically failed?

Amundsen was already sailing back to Norway when Scott’s team finally gave up hope.

Failing to plan is planning to fail” – Benjamin Franklin

So, now we’ve established that planning is sensible, and not ‘imbecilic’, let’s find out why human resource planning is one of the most valuable processes a company can follow.

To do this, I will cover the following:

Without further ado, let’s get stuck in!

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