Abbott Associates

Mgmt 222 – Terms: Targets, Tolerances, Specification limits, and SLAs

An effective operation requires concise terms and definitions. We will study the most commonly misused terms and how they undermine even the best call center. You will have clarity of the terms (target, tolerance, specification limit, and SLA) plus how they can be used and drive the wrong results. Using this principle will allow us to become proactive managers

Design Terms

Term Examples


Boss Language & Define the Process

Process Examples