Your SLA Dashboard is Lying to You!

Because what you are measuring isn’t the work that matters!!

SLA ≠ Strategy

You know what quietly convinces us that everything’s working?

SLAs.

HR Tickets - we respond. we resolve. we meet the target.
Box ticked. Job done.

It feels efficient. Productive, even.

But here’s the truth:
Meeting an SLA doesn’t automatically mean we are doing meaningful work.

If we are spending time answering questions that a chatbot could - an…