In many organizations, I still see enormous SLA documents. They're crammed with KPIs, hoping that "measuring is knowing" will automatically lead to better service.
But measuring alone doesn't get us anywhere
In fact, such an approach often makes the relationship rigid and formal. Every deviation becomes a performance-related discussion, while the conversation should actually be about needs, context, and what truly matters to the organization and its end users.
True improvement comes from collaboration
This means maintaining dialogue. Wanting to understand each other. Giving each other the space to deviate when that's more appropriate for the situation. Sometimes it's more important that a supplier goes the extra mile to improve the user experience than for all KPIs to be consistently positive.
Of course, a solid foundation is necessary: clear agreements, expectations, and a set of core KPIs. But these should never replace conversation. A service is not a factory, and a service provider is not a robot.
Invest in the relationship
Build trust. Create space to learn from mistakes and successes. Be transparent about what works and what doesn't. And keep the conversation going, even when everything seems to be going well. Because that's precisely the power of sustainable improvement: continuing to explore what can be improved together.
Better service doesn't start with ticking boxes, but with coordination
๐ Curious how collaboration can lead to better IT services? Or are you curious about how to use KPIs as a discussion tool instead of a control tool? Let's talk; I'd love to brainstorm with you.
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