{"id":6360,"date":"2020-09-17T13:57:57","date_gmt":"2020-09-17T13:57:57","guid":{"rendered":"https:\/\/blog.infraspeak.com\/?p=6360"},"modified":"2020-09-17T16:54:27","modified_gmt":"2020-09-17T16:54:27","slug":"xla-facility-management","status":"publish","type":"post","link":"https:\/\/blog.infraspeak.com\/pt-pt\/xla-facility-management\/","title":{"rendered":"Introduzindo o Conceito de XLAs no Facility Management"},"content":{"rendered":"<div id=\"bsf_rt_marker\"><\/div><p>O termo <a href=\"https:\/\/blog.infraspeak.com\/pt-pt\/service-level-agreement\/\">SLA<\/a> \u00e9 j\u00e1 um velho conhecido de todos aqueles que trabalham nas \u00e1reas do #<em>procurement<\/em>\u00a0e do\u00a0<em>facility<\/em>\u00a0and\u00a0<em>service management<\/em>.<\/p>\n<p>&nbsp;<\/p>\n<p>O SLA &#8211;\u00a0<em>Service Level Agreement\u00a0<\/em>continua a ser uma ferramenta de compromisso e de suporte \u00e0 medi\u00e7\u00e3o de performance necess\u00e1ria. Contudo, o SLA por si s\u00f3 j\u00e1 n\u00e3o basta. N\u00e3o podemos continuar a aceitar que responder\/fechar um <em>ticket<\/em> em X tempo \u00e9 prestar um bom servi\u00e7o ao utilizador. Desta forma n\u00e3o estamos a comprometer-nos nem a medir a satisfa\u00e7\u00e3o e a experi\u00eancia &#8220;vivida\/experi\u00eanciada&#8221; pelo utilizador.<\/p>\n<p>&nbsp;<\/p>\n<p><strong>O gestor (<em>facility manager<\/em>\u00a0ou outro) deve ter como objetivo perceber e ajudar o utilizador na sua globalidade, mais do que preocupar-se em entregar servi\u00e7o com base apenas em SLAs factuais.<\/strong><\/p>\n<p>&nbsp;<\/p>\n<p>Vejamos por exemplo um utilizador que reporta 10 anomalias no seu gabinete num curto espa\u00e7o de tempo e que s\u00e3o resolvidas de forma eficaz e c\u00e9lere (dentro dos SLAs definidos). Por um lado, para o gestor, os servi\u00e7os foram todos satisfeitos cumprindo com os SLAs definidos, pelo que a avalia\u00e7\u00e3o da performance \u00e9 excelente.<\/p>\n<p>&nbsp;<\/p>\n<p>Por outro lado, provavelmente para o utilizador a sua percep\u00e7\u00e3o ser\u00e1 a de que &#8220;todos os dias tenho problemas no meu gabinete! Nada est\u00e1 a funcionar em condi\u00e7\u00f5es! Tenho que estar sempre a solicitar interven\u00e7\u00f5es que me desviam do foco do meu trabalho&#8221;.<\/p>\n<p>&nbsp;<\/p>\n<p>Recentemente tive contacto com o conceito dos XLAs, num artigo sobre ITSM (Gest\u00e3o de Servi\u00e7os de TI), que me fez todo o sentido. O XLA &#8211; Experience Level Agreement pretende definir a dimens\u00e3o da &#8220;experi\u00eancia&#8221; que falta aos SLA. Se nos definirmos o n\u00edvel de experi\u00eancia que queremos prestar\/proporcionar aos nossos utilizadores, e consequentemente o medirmos, ent\u00e3o vamos ter a real no\u00e7\u00e3o de como \u00e9 &#8220;percebido&#8221; o servi\u00e7o que prestamos\/gerimos. O gestor deve ter como objetivo ajudar o utilizador, na sua globalidade, mais do que preocupar-se em entregar servi\u00e7o com base apenas em SLAs factuais.<\/p>\n<p>&nbsp;<\/p>\n<p>H\u00e1 quem defina, com alguma piada, que se uma organiza\u00e7\u00e3o apenas usa SLAs ent\u00e3o o acr\u00f3nimo significa &#8220;<em>Secrets, Lies and Assumptions<\/em>&#8221; uma vez que n\u00e3o estar\u00e1 a perceber o que o seu utilizador est\u00e1 a experienciar.<\/p>\n<p>&nbsp;<\/p>\n<p>As &#8220;medi\u00e7\u00f5es&#8221; para o XLAs devem incluir os KPIs t\u00edpicos dos SLAs, bem como todos os aspetos relevantes do servi\u00e7os que impactam na experi\u00eancia do utilizador e, idealmente, devem ainda incluir a ausculta\u00e7\u00e3o do utilizador, quer seja por um contacto pessoal, um telefonema, um pequeno survey, um chatbot ou qualquer outra forma ou meio.<\/p>\n<p>&nbsp;<\/p>\n<p>Esta ser\u00e1, em meu entender, a tend\u00eancia \u2014 ou pelo menos \u00e9 o que eu acredito que deve ser o futuro n\u00e3o s\u00f3 do facility management, como de toda a gest\u00e3o de servi\u00e7os. Estamos a seguir na dire\u00e7\u00e3o da centricidade no utilizador e este conceito deve entrar nesse caminho.<\/p>\n<p>&nbsp;<\/p>\n<p>J\u00e1 em novembro de 2018, num pequeno texto relativo \u00e0 participa\u00e7\u00e3o nas\u00a0<a href=\"http:\/\/jornadasfm.pt\/wp-content\/uploads\/2019\/05\/brochura_comofoi2018.pdf\" target=\"_blank\" rel=\"nofollow noopener\">Jornadas<\/a>\u00a0da #APFM,\u00a0<a href=\"https:\/\/www.linkedin.com\/pulse\/user-centricity-rog%C3%A9rio-marchante\/\" target=\"_blank\" rel=\"noopener\">escrevia sobre<em>\u00a0user centricity<\/em><\/a>\u00a0e abordava a necessidade de auscultar e ser\u00a0<em>responsive<\/em>.<\/p>\n<p>&nbsp;<\/p>\n<p>Devemos ent\u00e3o pensar e trabalhar no sentido de perceber e estruturar o que querem\/esperam os utilizadores para depois, mais cedo do que tarde, come\u00e7armos a definir os objetivos de experi\u00eancia dos utilizadores e a forma de como os podemos entregar e medir.<\/p>\n<p>&#8212;<\/p>\n<p><a href=\"https:\/\/www.linkedin.com\/in\/rogeriomarchante\/\">LinkedIn do Autor.<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Mais do que preocupar-se em entregar servi\u00e7o com base apenas em SLAs factuais, os gestores devem ter como objetivo perceber e ajudar o utilizador, com XLAs.<\/p>\n","protected":false},"author":30,"featured_media":5840,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"content-type":"","footnotes":"","_wp_rev_ctl_limit":""},"categories":[373],"tags":[],"class_list":["post-6360","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-facility-management"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Introduzindo o Conceito de XLAs no Facility Management &#8226; Infraspeak Blog<\/title>\n<meta name=\"description\" content=\"Mais do que preocupar-se em entregar 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