Harderwijk (NL)
Staff
Bachelor
€ 500

Internship assignment: Reliable service KPIs

How do you turn service data into insights the entire organization can trust?

Apply now

What we offer.

Work on automation projects with impact around the world.
Learn from experienced colleagues and take on responsibility from day one.
Develop your skills and discover where your strengths lie.
Opportunities to continue your career at AWL after your internship, graduation project or traineeship.

What do we expect?

Education level: HBO (bachelor), e.g. Industrial Engineering & Management (TBK), Business Administration or Business IT & Management
Competences: data analysis, process design, change management, communication
Languages: Dutch and English
System knowledge: Power BI and Excel; Dynamics 365 or Power Apps is a plus

About this vacancy.

AWL Service steers on CSM and Power BI data, but figures are only as good as the registration: since June the machine field is filled in for about half of the cases, root causes and hours are often missing, and the AI severity is not validated. You design a registration standard and KPIs. Type: process and information design.

Assignment:

Why interesting: you shape how a growing service organisation measures itself; your KPIs and dashboard will be used by the team and management.
Goal: complete and reliable case registration and clear KPI definitions (first reply, substantive reply, lead time), so that service performance can be measured and improved.
Tasks: map current registration and data gaps; validate the AI-based severity; define KPIs and registration rules with first line support and engineers; build checks and a KPI dashboard in Power BI; train users and measure the improvement.