{"id":14201,"date":"2023-09-01T11:31:28","date_gmt":"2023-09-01T17:31:28","guid":{"rendered":"https:\/\/limblecmms.com\/?page_id=14201"},"modified":"2025-03-24T13:59:16","modified_gmt":"2025-03-24T19:59:16","slug":"levels-of-service","status":"publish","type":"page","link":"https:\/\/limblecmms.com\/learn\/definitions\/levels-of-service\/","title":{"rendered":"Levels of Service"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_row full_width=&#8221;stretch_row&#8221; kd_background_image_position=&#8221;vc_row-bg-position-top&#8221; css=&#8221;.vc_custom_1686168792651{background: #152232 url(https:\/\/limblecmms.com\/wp-content\/uploads\/blog-header-hex-bg4.webp?id=9266) !important;background-position: 0 0 !important;background-repeat: no-repeat !important;}&#8221;][vc_column css=&#8221;.vc_custom_1683307506642{padding-bottom: 80px !important;}&#8221;]<header class=\"kd-section-title col-lg-8 vc_col-sm-8 text-center  subtitle-below-title    vc_custom_1693589186480\" ><h1 class=\"separator_off\" style=\"color: #ffffff;font-size: 50;\">Levels of Service (LoS)<\/h1><h2 class=\"subtitle\" style=\"color: #ffffff;font-size:15px;\">Everything you ever needed to know about levels of service.<\/h2><\/header><a  href=\"https:\/\/limblecmms.com\/resources\/cmms-buyers-guide\/\"  target=\"_self\"  title=\"\"  class=\"tt_button tt_primary_button btn_primary_color  button-center button-action-link   vc_custom_1742846355170\" ><span class=\"prim_text\">Free CMMS Buyer's Guide<\/span><\/a>\n      <div class=\"entry-meta\">\n         <span class=\"published\">\n            <span class=\"far fa-clock\" aria-hidden=\"true\"><\/span>Last updated on March 24, 2025<\/span>\n            <span class=\"author\"><span class=\"far sway-author-meta\" aria-hidden=\"true\"><\/span>\n            <span>bBrinton<\/span>\n         <\/span>\n      <\/div>\n\n   [\/vc_column][\/vc_row][vc_row kd_background_image_position=&#8221;vc_row-bg-position-top&#8221; css=&#8221;.vc_custom_1687442797424{margin-top: 40px !important;}&#8221; el_class=&#8221;limble-page-blog-width&#8221;][vc_column][vc_column_text]<\/p>\n<h2>What does the term Level Of Service (LoS) refer to?<\/h2>\n<p><span style=\"font-weight: 400;\">International Standard <\/span><a href=\"https:\/\/docs.google.com\/file\/d\/1PnL_p2KdhU2LFuf5htfTAbDg5aN5BfeO\/preview\"><span style=\"font-weight: 400;\">ISO 55000<\/span><\/a><span style=\"font-weight: 400;\"> provides the requirements, guidance, and terminology for organizations seeking to implement, maintain or improve an effective asset management system. Page 15 of the standard defines levels of service as:<\/span><\/p>\n<blockquote><p><i><span style=\"font-weight: 400;\">\u2026parameters, or combination of parameters, which reflect social, political, environmental and economic outcomes that the organization delivers.<\/span><\/i><\/p><\/blockquote>\n<p><span style=\"font-weight: 400;\">A footnote to the definition states that these parameters might include metrics such as:\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Safety<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Customer expectations and satisfaction<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Quality<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Quantity<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Capacity<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Reliability<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Responsiveness<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Environmental acceptability<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><a href=\"https:\/\/limblecmms.com\/blog\/how-to-increase-asset-availability\/\"><span style=\"font-weight: 400;\">Availability<\/span><\/a><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Cost<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">It\u2019s worth noting here that nothing restricts Levels of Service to physical or tangible objects. <\/span><a href=\"https:\/\/limblecmms.com\/maintenance-definitions\/eam\/\"><span style=\"font-weight: 400;\">Asset management<\/span><\/a><span style=\"font-weight: 400;\"> encompasses <\/span><i><span style=\"font-weight: 400;\">\u201can item, thing, or entity with potential or actual value to an organization\u201d<\/span><\/i><span style=\"font-weight: 400;\"> which might be financial or non-financial, tangible or intangible assets.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">To summarize those two definitions and the term, we can say that <\/span><b>Levels of Service refer to the design and operation of your business to provide stakeholders, customers, and users with an optimum quality of service, neither under nor overdelivering<\/b><span style=\"font-weight: 400;\">.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][vc_row content_placement=&#8221;middle&#8221; kd_background_image_position=&#8221;vc_row-bg-position-bottom&#8221; kd_top_separator_style=&#8221;skew-left&#8221; kd_top_separator_height=&#8221;separator-height-small&#8221; kd_bottom_separator_style=&#8221;skew-left&#8221; kd_bottom_separator_height=&#8221;separator-height-small&#8221; kd_top_separator=&#8221;true&#8221; kd_bottom_separator=&#8221;true&#8221; css=&#8221;.vc_custom_1682969636891{margin-bottom: 40px !important;padding-top: 120px !important;padding-right: 40px !important;padding-bottom: 50px !important;padding-left: 40px !important;background: #dde4e8 url(https:\/\/limblecmms.com\/wp-content\/uploads\/cta-laired-hex-4.webp?id=9077) !important;background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;border-radius: 0px !important;}&#8221; css_tablet_landscape=&#8221;.vc_custom_1682969636891{padding-bottom: 80px !important;}&#8221; css_tablet_portrait=&#8221;.vc_custom_1682969636891{padding-bottom: 80px !important;}&#8221; css_mobile=&#8221;.vc_custom_1682969636892{padding-bottom: 80px !important;}&#8221;][vc_column][vc_row_inner kd_background_image_position=&#8221;vc_row-bg-position-top&#8221;][vc_column_inner]<header class=\"kd-section-title col-lg-12 text-center  subtitle-below-title kd-animated fadeIn   vc_custom_1687971311556\" data-animation-delay=200><h2 class=\"separator_off\" style=\"font-size: 42px;font-weight: 500;margin-bottom:30px;\">The Essential Guide to CMMS<\/h2><h6 class=\"subtitle\" style=\"color: #152232;\">Download this helpful guide to everything a CMMS has to offer.<\/h6><\/header>[\/vc_column_inner][\/vc_row_inner][vc_row_inner content_placement=&#8221;top&#8221; kd_background_image_position=&#8221;vc_row-bg-position-top&#8221;][vc_column_inner width=&#8221;1\/2&#8243; css=&#8221;.vc_custom_1631866454223{padding-right: 50px !important;padding-left: 0px !important;}&#8221; offset=&#8221;vc_col-lg-6 vc_col-md-12 vc_col-xs-12&#8243; css_tablet_landscape=&#8221;.vc_custom_1631866454223{padding-right: 0px !important;}&#8221; css_tablet_portrait=&#8221;.vc_custom_1631866454223{padding-right: 0px !important;}&#8221; css_mobile=&#8221;.vc_custom_1631866454224{padding-right: 15px !important;}&#8221;][vc_raw_html]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[\/vc_raw_html][\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;][vc_single_image source=&#8221;external_link&#8221; alignment=&#8221;center&#8221; css_animation=&#8221;fadeIn&#8221; custom_src=&#8221;https:\/\/3975608.fs1.hubspotusercontent-na1.net\/hubfs\/3975608\/Content%20Downloads\/CMMS%20Guide%20mockup.png&#8221;][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row kd_background_image_position=&#8221;vc_row-bg-position-top&#8221; css=&#8221;.vc_custom_1687442797424{margin-top: 40px !important;}&#8221; el_class=&#8221;limble-page-blog-width&#8221;][vc_column][vc_column_text]<\/p>\n<h2><span style=\"font-weight: 400;\">Table of Contents<\/span><\/h2>\n<p><a href=\"#process\"><span style=\"font-weight: 400;\">What industries use Levels of Service<\/span><\/a><br \/>\n<a href=\"#types\">Why go through the trouble of defining LoS?<\/a><br \/>\n<a href=\"#examples\">Common criteria used to define Levels of Service<\/a><br \/>\n<a href=\"#defining\">Defining Levels of Service in your business<\/a><br \/>\n<a href=\"#last\">Understanding LORA<\/a>[\/vc_column_text][\/vc_column][\/vc_row][vc_row kd_background_image_position=&#8221;vc_row-bg-position-top&#8221; css=&#8221;.vc_custom_1687440273251{margin-top: 40px !important;}&#8221; el_class=&#8221;limble-page-blog-width&#8221;][vc_column][vc_column_text]<\/p>\n<h2 id=\"process\">What industries use Levels of Service?<\/h2>\n<p><span style=\"font-weight: 400;\">The Levels of Service concept is not new. Transportation industry was using it in the 1950s and \u201960s for highway capacity planning. Today, many industries use the Levels of Service strategy to optimize their business.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Airline industry<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">The International Air Transport Association (IATA) has developed a service for members to provide an objective and unbiased analysis of their Levels of Service to optimize their airport resources.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Optimizing airport passenger flow requires balancing multiple needs, including regulatory compliance, safety, security, and passenger satisfaction. The IATA <\/span><a href=\"https:\/\/go.updates.iata.org\/l\/123902\/2019-06-06\/839cv4\"><span style=\"font-weight: 400;\">airport development reference manual<\/span><\/a><span style=\"font-weight: 400;\"> directly results from the Levels of Service initiative.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Facilities management<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Sodexo is a French food services and facilities management company with almost half a million employees across 80 countries. Their <\/span><a href=\"https:\/\/limblecmms.com\/blog\/facilities-management\/\"><span style=\"font-weight: 400;\">facilities management<\/span><\/a><span style=\"font-weight: 400;\"> services use Levels of Service to <\/span><a href=\"https:\/\/www.wku.edu\/facilities\/appa_standards.pdf\"><span style=\"font-weight: 400;\">define the optimum staffing levels<\/span><\/a><span style=\"font-weight: 400;\"> that meet client quality and performance standards cost-effectively. The document also provides clear definitions of levels of service for audit purposes.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Highways maintenance<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">The US National Cooperative Highway Research Program implemented <\/span><a href=\"https:\/\/onlinepubs.trb.org\/Onlinepubs\/trr\/1980\/781\/781-003.pdf\"><span style=\"font-weight: 400;\">maintenance Levels of Service<\/span><\/a><span style=\"font-weight: 400;\"> (and not just for infrastructure assets) to determine the level or condition at which they should initiate maintenance action.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The purpose was to maximize user benefits within the constraints of the available resources. The initiative identified the thresholds at which maintenance should occur based on considerations like safety, comfort, investment protection, environmental impact, and aesthetics.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][vc_row kd_background_image_position=&#8221;vc_row-bg-position-top&#8221; css=&#8221;.vc_custom_1687440273251{margin-top: 40px !important;}&#8221; el_class=&#8221;limble-page-blog-width&#8221;][vc_column][vc_column_text]<\/p>\n<h2 id=\"types\">Why go through the trouble of defining LoS?<\/h2>\n<p><span style=\"font-weight: 400;\">Levels of Service are a natural extension of your company\u2019s vision, mission, and value statements. They align your service delivery with your organizational goals and aspirations. They drive focus, transparency, and accountability throughout your organization:\u00a0<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">By highlighting the key aspects of your business and empirically defining them, <\/span><b>you enable repeatable measurement through formal audit and informal observation<\/b><span style=\"font-weight: 400;\">. This allows you to track what you did, what occurred, and how stakeholders, clients, and users perceived your business. As you\u2019ll often hear in the maintenance industry: <\/span><i><span style=\"font-weight: 400;\">you can\u2019t improve what you can\u2019t measure<\/span><\/i><span style=\"font-weight: 400;\">.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Optimizing your business through defining Levels of Service <\/span><b>ensures industry competitiveness, financial viability and assists with long-term capital expenditure management<\/b><span style=\"font-weight: 400;\">. You can extract the maximum value from your assets and their functionalities, ensuring no value is left upon disposal while preventing premature replacement that wastes capital and disrupts performance.<\/span><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">A clear definition of Levels of Service also <\/span><b>enables the efficient delivery of the stakeholders\u2019 requirements<\/b><span style=\"font-weight: 400;\">, including regulators, shareholders, employees, and customers. Relationships improve by meeting these diverse requirements, enhancing business efficiency and effectiveness. <\/span>[\/vc_column_text][\/vc_column][\/vc_row][vc_row kd_background_image_position=&#8221;vc_row-bg-position-top&#8221; css=&#8221;.vc_custom_1687440273251{margin-top: 40px !important;}&#8221; el_class=&#8221;limble-page-blog-width&#8221;][vc_column][vc_column_text]<\/p>\n<h2 id=\"examples\">Common criteria used to define Levels of Service<\/h2>\n<p><span style=\"font-weight: 400;\">When defining the LoS for your organization, it\u2019s easy to focus solely on client\u2019s requirements as the guide for service definition. However, initial considerations must encompass all internal and external connections with your business. <\/span><b>When you identify important stakeholders, it becomes much easier to isolate important metrics<\/b><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If you\u2019re a <\/span><a href=\"https:\/\/limblecmms.com\/blog\/how-to-organize-a-maintenance-department\/\"><span style=\"font-weight: 400;\">maintenance department<\/span><\/a><span style=\"font-weight: 400;\"> within a larger manufacturing organization, you will have several internal <\/span><i><span style=\"font-weight: 400;\">clients<\/span><\/i><span style=\"font-weight: 400;\"> with performance expectations. You\u2019ll also have external stakeholders with the power to make life difficult for your company.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Here are some stakeholders you may need to satisfy and the metrics you might choose to focus on:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Your state and national laws mandate compliance on key issues, making <\/span><b><i>regulators<\/i><\/b><span style=\"font-weight: 400;\"> the key stakeholders. <\/span><b>Safety<\/b><span style=\"font-weight: 400;\"> is one, and <\/span><b>disposal of liquid waste<\/b><span style=\"font-weight: 400;\"> might be another metric to keep an eye on.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Of all your internal clients, <\/span><b><i>production<\/i><\/b><span style=\"font-weight: 400;\"> is your reason for existence. Therefore, <\/span><a href=\"https:\/\/limblecmms.com\/maintenance-definitions\/downtime\/\"><b>equipment downtime<\/b><\/a><span style=\"font-weight: 400;\"> and your <\/span><b>ratio of planned maintenance to reactive maintenance<\/b><span style=\"font-weight: 400;\"> become key service metrics.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b><i>Finance<\/i><\/b><span style=\"font-weight: 400;\"> might value your <\/span><b>management of inventory levels.<\/b><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b><i>Human resources<\/i><\/b><span style=\"font-weight: 400;\"> will view your <\/span><b>sickness metrics.<\/b><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Your <\/span><b><i>maintenance technicians<\/i><\/b><span style=\"font-weight: 400;\"> have a personal interest in the volume of <\/span><b>after-hours call-outs<\/b><span style=\"font-weight: 400;\">.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Criteria will change based on your industry, but the concept stays the same. A fast food restaurant may focus on cleanliness metrics to satisfy regulatory and client needs. Customers will have an intense interest in queuing times and personal space per customer (both influencing customer experience), employees will value safety, and your finance people will be focused on controlling food waste.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Review all internal and external interfaces and consider the levels of service expected at each interface. Many will overlap, and some will rank lower in importance, but brainstorming will help uncover considerably more important criteria than just considering your obvious client and the minimum standards.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][vc_row kd_background_image_position=&#8221;vc_row-bg-position-top&#8221; css=&#8221;.vc_custom_1687440273251{margin-top: 40px !important;}&#8221; el_class=&#8221;limble-page-blog-width&#8221;][vc_column][vc_column_text]<\/p>\n<h2 id=\"defining\">Defining Levels of Service in your business<\/h2>\n<p><span style=\"font-weight: 400;\">There is a seven-step process you can follow to transform strategic goals into tactical and operational implementation plans. The process is a team-based exercise, requiring senior representation from all facets of the business.<br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"aligncenter \" src=\"https:\/\/limblecmms.com\/wp-content\/uploads\/Steps-for-defining-Levels-of-Service-LoS-scaled.jpg\" width=\"500\" height=\"661\" \/><br \/>\n<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Step #1: Review your company\u2019s mission and strategic objectives<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">A mission statement is an action statement declaring the purpose of an organization, the customers it serves, and the value it delivers to those customers. If you don\u2019t have a mission articulated for your business, it\u2019s worth devising one to focus the minds of all employees on what and who is important.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Strategic objectives flow naturally from the mission statement. They are the link between a stated aspiration and its achievement by outlining the big goals, stating in broad terms where the company is now, what goal achievement looks like, how you intend to get there, and the deadline to do so.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">When the team begins this first step, many questions and concerns will arise. The mission may appear misaligned with current reality, and objectives may be outdated. It\u2019s the reason why this first step is so important, as it aligns your team behind the initiative while updating and optimizing the business strategy.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Step #2: Record your current business performance<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">This step requires an honest appraisal of your current performance when measured against your objectives. It\u2019s important to dissect the levels of service currently delivered to understand <\/span><b>whether they meet stakeholder expectations<\/b><span style=\"font-weight: 400;\">, <\/span><b>whether you\u2019ve excluded any party from your considerations<\/b><span style=\"font-weight: 400;\">, and <\/span><b>whether you are overdelivering to any or all recipients of your outputs<\/b><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">You are likely to find some areas of omission or poor performance. You\u2019re also likely to find misalignment between your actions and the desired outcomes \u2013 initiatives that consume resources out of proportion to the value added. You should end up with a baseline that addresses four questions:<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Where are we underperforming?<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Where are we overperforming?<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">What are we not doing?<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">What are we doing unaligned with our purpose?<\/span><\/li>\n<\/ol>\n<h3><span style=\"font-weight: 400;\">Step #3: Benchmark your company against your industry<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">A business doesn\u2019t exist within a vacuum. It\u2019s important to understand where you sit in relation to your competitors. Use industry benchmarks if they exist or measure client satisfaction to establish your current levels of service. Does that comparison correlate with the mission and objectives review from step one?\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The IATA example we mentioned earlier allows airport operators to benchmark their aircraft and passenger-handling capabilities against other service providers. By broadening their focus away from just their company, they gain a more rounded appreciation of opportunities for service optimization, identifying ways to reach the expected levels at the same time.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Step #4: Define your standards<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">By now, you should understand where your business is within the industry, what you wish to achieve, what to focus on, and your chosen timeframe. Now is the time to establish the standards you intend to focus on to achieve your mission optimally.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Here, more is not always better. As the <\/span><a href=\"https:\/\/betterexplained.com\/articles\/understanding-the-pareto-principle-the-8020-rule\/\"><span style=\"font-weight: 400;\">Pareto principle<\/span><\/a><span style=\"font-weight: 400;\"> states, your focus on the right 20% of your business can gain you an 80% improvement in performance. You will want to take a more granular approach if you\u2019ve got more than a dozen standards.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In our previous example of Sodexo, they identified eleven standards comprising customer, maintenance, and finance initiatives. They identified these standards are critical areas that will provide optimum performance, balance the different levels of customer service, your asset management plan, and financial returns.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Step #5: Define performance measurement against the standards<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Defining the critical focus areas in the previous step is very important. However, if you have no means of objective measurement, how will you rank improvement or current state?\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The Sodexo example (company offering facility management services) breaks out four levels of maintenance standards for each metric\/stakeholder:<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter \" src=\"https:\/\/limblecmms.com\/wp-content\/uploads\/Picture1.png\" width=\"500\" height=\"280\" \/><\/p>\n<p><span style=\"font-weight: 400;\">In other words, Sodexo has articulated comprehensive measures with a matrix showing the Y-axis standards and the X-axis rankings. At each intersection, a statement describes what achieving that level of standard looks like.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For instance, the standard of planned maintenance versus crisis management, achieving between 25% and 50% of planned maintenance tasks, places you at a level four, or <\/span><a href=\"https:\/\/limblecmms.com\/strategies\/reactive-maintenance\/\"><span style=\"font-weight: 400;\">r<\/span><i><span style=\"font-weight: 400;\">eactive management<\/span><\/i><\/a><span style=\"font-weight: 400;\">. To get to level three, or <\/span><i><span style=\"font-weight: 400;\">managed care<\/span><\/i><span style=\"font-weight: 400;\">, you\u2019d need to raise your planned maintenance completions to somewhere between 50% and 75%.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Remember to make the measurement clear when you devise your measures, with no room for subjectivity. If two different people used the measures to complete an audit, would they return the same or similar results?<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Step #6: Define targets<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">In step two of this process, you defined your current performance. Now is the time to identify where your company sits on each of the standards you defined at step four.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">With that identified, you can nominate the level you wish to achieve on each standard, giving you a starting point, where you need to get to, and the measure that will indicate your progress and achievement. It\u2019s this target definition that will guide you in the next step.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Step #7: Develop strategic and tactical plans for improvement<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">At this point, you\u2019ll already have some understanding of the plans you need to implement to align your business with the desired Levels of Service.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Returning to the Sodexo example, they\u2019ve provided their managers with examples of the tasks and frequencies required to achieve each level. They\u2019ve also identified optimal staffing numbers per area, per acre.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Your plans will be different, but each should be clear in the expected outcome, the actions to be implemented, and the timeframe within which the actions should occur.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The remaining steps will be <\/span><b>implementing the plans<\/b><span style=\"font-weight: 400;\">, <\/span><b>tracking the results through audit and analysis<\/b><span style=\"font-weight: 400;\">, and <\/span><b>making any necessary adjustments<\/b><span style=\"font-weight: 400;\"> to fine-tune the outcomes.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][vc_row full_width=&#8221;stretch_row_content&#8221; content_placement=&#8221;top&#8221; css_animation=&#8221;fadeInDown&#8221; kd_background_image_position=&#8221;vc_row-bg-position-bottom&#8221; css=&#8221;.vc_custom_1691073586371{margin-top: 50px !important;margin-bottom: 20px !important;padding-top: 50px !important;padding-bottom: 50px !important;background-color: #f1f6f8 !important;background-position: 0 0 !important;background-repeat: no-repeat !important;}&#8221;][vc_column css=&#8221;.vc_custom_1691073594574{padding-right: 70px !important;padding-left: 70px !important;}&#8221;]<div class=\"kd-calltoaction\" >\n                <div class=\"container\">\n                  <div class=\"cta-text-container kd-animated fadeIn\" data-animation-delay=\"200\"><div class=\"cta-text\"><h3 >Want to see Limble in action? Get started for free today!<\/h3><\/div>\n                    <\/div>\n                    <div class=\"cta-btncontainer\"><a href=\"https:\/\/limblecmms.com\/get-started\/\"  title=\"\" class=\"tt_button tt_primary_button btn_primary_color  button-action-link icon_right kd-animated zoomIn\" data-animation-delay=\"200\">Start Free Trial<span class=\"fas fa-chevron-right iconita\" ><\/span><\/a><\/div>\n                <\/div>\n            <\/div>[\/vc_column][\/vc_row][vc_row kd_background_image_position=&#8221;vc_row-bg-position-top&#8221; el_class=&#8221;limble-page-blog-width&#8221;][vc_column][vc_column_text]<\/p>\n<h2 id=\"last\">Things to remember<\/h2>\n<p><span style=\"font-weight: 400;\">Defining Levels of Service requires a mix of qualitative and quantitative data, emphasizing the latter where possible. Aligned with your mission and objectives, they ensure a root and branch understanding of those areas that will return optimal business performance.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Once you\u2019ve designed the strategic and tactical plans, operational implementation becomes simpler. Drafting Service Level Agreements (SLA) that you can supply to clients or require from suppliers will align with and support your goals based on data and analysis. Similarly, requests for capital expenditure and justification for plant modification become less subjective.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The work you\u2019ve done on defining your Levels of Service will ensure you\u2019re spending effort and resources on the things that probably support your mission. Your financial results, stakeholders, employees, and clients will thank you for it.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][vc_row full_width=&#8221;stretch_row&#8221; kd_background_image_position=&#8221;vc_row-bg-position-top&#8221; css=&#8221;.vc_custom_1541417547006{padding-top: 100px !important;}&#8221;][vc_column css=&#8221;.vc_custom_1515677064675{padding-right: 0px !important;padding-left: 0px !important;}&#8221;][vc_row_inner kd_background_image_position=&#8221;vc_row-bg-position-top&#8221;][vc_column_inner]<header class=\"kd-section-title vc_col-lg-6 vc_col-sm-8 text-center  subtitle-below-title kd-animated fadeIn   vc_custom_1679419307921\" data-animation-delay=200><h2 class=\"separator_off\" >Related Content<\/h2><h6 class=\"subtitle\" >Explore our blog for insightful articles, personal reflections and ideas that inspire action on the topics you care about.<\/h6><\/header>[\/vc_column_inner][\/vc_row_inner][vc_row_inner kd_background_image_position=&#8221;vc_row-bg-position-top&#8221; css=&#8221;.vc_custom_1541417551563{padding-bottom: 100px !important;}&#8221;][vc_column_inner width=&#8221;1\/3&#8243;]<div class=\"kd-photobox  \" ><a href=\"https:\/\/limblecmms.com\/blog\/reliability-availability-maintainability-analysis\/\"  title=\"Read More\"><div class=\"photobox-img\"><img loading=\"lazy\" decoding=\"async\" width=\"700\" height=\"700\" src=\"https:\/\/limblecmms.com\/wp-content\/uploads\/The-Ins-And-Outs-Of-A-Maintenance-Work-Request.jpg\" class=\"attachment-full\" alt=\"Maintenance Work Order Template\" title=\"The-Ins-And-Outs-Of-A-Maintenance-Work-Request\" srcset=\"https:\/\/limblecmms.com\/wp-content\/uploads\/The-Ins-And-Outs-Of-A-Maintenance-Work-Request.jpg 700w, https:\/\/limblecmms.com\/wp-content\/uploads\/The-Ins-And-Outs-Of-A-Maintenance-Work-Request-300x300.jpg 300w, https:\/\/limblecmms.com\/wp-content\/uploads\/The-Ins-And-Outs-Of-A-Maintenance-Work-Request-150x150.jpg 150w, https:\/\/limblecmms.com\/wp-content\/uploads\/The-Ins-And-Outs-Of-A-Maintenance-Work-Request-320x320.jpg 320w\" sizes=\"auto, (max-width: 700px) 100vw, 700px\" \/><\/div><div class=\"phb-content text-left \">\n                  <h5 >Reliability, Availability, Maintainability (RAM) Concept Explained<\/h5>\n                  <p ><\/p><\/div><\/a><\/div>[\/vc_column_inner][vc_column_inner width=&#8221;1\/3&#8243;]<div class=\"kd-photobox  \" ><a href=\"https:\/\/limblecmms.com\/maintenance-definitions\/eam\/\"  title=\"Read More\"><div class=\"photobox-img\"><img loading=\"lazy\" decoding=\"async\" width=\"1500\" height=\"1500\" src=\"https:\/\/limblecmms.com\/wp-content\/uploads\/Using-Barcodes-with-Your-CMMS-Label-Considerations-for-Limble-Users.webp\" class=\"attachment-full\" alt=\"Using barcodes with CMMS\" title=\"Using barcodes with CMMS\" srcset=\"https:\/\/limblecmms.com\/wp-content\/uploads\/Using-Barcodes-with-Your-CMMS-Label-Considerations-for-Limble-Users.webp 1500w, https:\/\/limblecmms.com\/wp-content\/uploads\/Using-Barcodes-with-Your-CMMS-Label-Considerations-for-Limble-Users-300x300.webp 300w, https:\/\/limblecmms.com\/wp-content\/uploads\/Using-Barcodes-with-Your-CMMS-Label-Considerations-for-Limble-Users-1024x1024.webp 1024w, https:\/\/limblecmms.com\/wp-content\/uploads\/Using-Barcodes-with-Your-CMMS-Label-Considerations-for-Limble-Users-150x150.webp 150w, https:\/\/limblecmms.com\/wp-content\/uploads\/Using-Barcodes-with-Your-CMMS-Label-Considerations-for-Limble-Users-768x768.webp 768w, https:\/\/limblecmms.com\/wp-content\/uploads\/Using-Barcodes-with-Your-CMMS-Label-Considerations-for-Limble-Users-238x238.webp 238w, https:\/\/limblecmms.com\/wp-content\/uploads\/Using-Barcodes-with-Your-CMMS-Label-Considerations-for-Limble-Users-292x292.webp 292w, https:\/\/limblecmms.com\/wp-content\/uploads\/Using-Barcodes-with-Your-CMMS-Label-Considerations-for-Limble-Users-60x60.webp 60w, https:\/\/limblecmms.com\/wp-content\/uploads\/Using-Barcodes-with-Your-CMMS-Label-Considerations-for-Limble-Users-405x405.webp 405w, https:\/\/limblecmms.com\/wp-content\/uploads\/Using-Barcodes-with-Your-CMMS-Label-Considerations-for-Limble-Users-100x100.webp 100w\" sizes=\"auto, (max-width: 1500px) 100vw, 1500px\" \/><\/div><div class=\"phb-content text-left \">\n                  <h5 >Enterprise Asset Management (EAM): A Functional Guide<\/h5>\n                  <p ><\/p><\/div><\/a><\/div>[\/vc_column_inner][vc_column_inner width=&#8221;1\/3&#8243;]<div class=\"kd-photobox  \" ><a href=\"https:\/\/limblecmms.com\/maintenance-definitions\/level-of-repair-analysis\/\"  title=\"Read More\"><div class=\"photobox-img\"><img loading=\"lazy\" decoding=\"async\" width=\"700\" height=\"700\" src=\"https:\/\/limblecmms.com\/wp-content\/uploads\/IIoT-Technology-Applications-for-Maintenance-and-Asset-Management.jpg\" class=\"attachment-full\" alt=\"iiot maintenance\" title=\"IIoT Technology Applications for Maintenance and Asset Management\" srcset=\"https:\/\/limblecmms.com\/wp-content\/uploads\/IIoT-Technology-Applications-for-Maintenance-and-Asset-Management.jpg 700w, https:\/\/limblecmms.com\/wp-content\/uploads\/IIoT-Technology-Applications-for-Maintenance-and-Asset-Management-300x300.jpg 300w, https:\/\/limblecmms.com\/wp-content\/uploads\/IIoT-Technology-Applications-for-Maintenance-and-Asset-Management-150x150.jpg 150w, https:\/\/limblecmms.com\/wp-content\/uploads\/IIoT-Technology-Applications-for-Maintenance-and-Asset-Management-320x320.jpg 320w\" sizes=\"auto, (max-width: 700px) 100vw, 700px\" \/><\/div><div class=\"phb-content text-left \">\n                  <h5 >Levels of Repair Analysis (LORA)<\/h5>\n                  <p ><\/p><\/div><\/a><\/div>[\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row kd_background_image_position=&#8221;vc_row-bg-position-top&#8221;][vc_column][vc_raw_html]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[\/vc_raw_html][\/vc_column][\/vc_row][vc_row kd_background_image_position=&#8221;vc_row-bg-position-top&#8221;][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_row full_width=&#8221;stretch_row&#8221; kd_background_image_position=&#8221;vc_row-bg-position-top&#8221; css=&#8221;.vc_custom_1686168792651{background: #152232 url(https:\/\/limblecmms.com\/wp-content\/uploads\/blog-header-hex-bg4.webp?id=9266) !important;background-position: 0 0 !important;background-repeat: [&hellip;]<\/p>\n","protected":false},"author":77,"featured_media":0,"parent":10098,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"categories":[471],"tags":[],"class_list":["post-14201","page","type-page","status-publish","hentry","category-maintenance-definitions"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.7.1 (Yoast SEO v25.7) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>What are Levels of Service 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