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Coordination des actions MEL

Use the service team health monitor template to keep track of your service team's health. Keep this
template in your team space and if there are any areas that you're not confident are green, dive into
the plays to get back on track. For detailed facilitation instructions go to health monitor for service
teams.

Service team

Sponsor

Health monitor cadence

Team health assessment

With your team, read the definition of each attribute of healthy, high-performing teams out loud. On the
count of three have each person rate how they feel the team is doing compared to each definition
(thumbs-up/green, thumbs-sideways/yellow, thumbs-down/red). Record the results of each attribute
rating in the table. Color each cell using the following color key: HEALTHY = "We're strong here", BIT SICK =
"We're ok... but a little shaky", SICK = "We're not healthy".

Area 13 janv. 2022

Team leadership

There is a team lead responsible

for team performance,
communication, defining process
ownership and advocating for
service improvements both inside
and outside of the team.

Balanced team

You have the right specialist skills

and experience with an even
distribution of work. The team is
empowered to make decisions or
escalate where appropriate, and
individual service excellence is
recognized.

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Service mandate

The scope of services offered by

the team are defined and
documented with clear success
metrics that are communicated and
agreed upon with key stakeholders.

Service levels

Service levels for the teams'

service mandate are defined and
visible to key stakeholders. There is
a queue management,
categorization, prioritization and
escalation processes in place to
meet service level agreements.

Customer centricity

Team members are skilled at

understanding, empathizing and
resolving requests with an
effective customer feedback loop
in place that drives improvements
and builds trust to improve service
offerings.

Tools and processes

The team has the necessary tools

to deliver on the service mandate.
Processes, including those that
operationalize new services, are
well documented and have
defined workflows and owners.
Area 13 janv. 2022 Modifier

Effective partnerships

Vendors and partners are known,

key contracts and relationships are
documented with operational level
agreements established.

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Reporting and analytics

The team captures feedback, key

performance indicators are
realistic, valuable and reporting is
accessible.

Focus areas
Ask your team to collectively come up with one attribute you want to focus on. Then, call out ways to
move the SICK or BIT SICK toward HEALTHY . Make sure they are actionable, specific, and measurable.

Date Focus areas and action items

Next steps
Consider running the plays in suggested in Step 2 of the facilitation instructions. Consider running the
plays in suggested in BIT SICK and SICK attribute areas. Don't treat these as prescriptions! You know your
team better than anyone, so check them out, explore other plays, and do what you think is best.

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