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METRICS REPORTING

9/3/2012. 2. Why Use Metrics?. Metrics support each service level agreement or goalMetrics can provide opportunities to proactively approach problem resolutionMetrics can provide ways for the company to save on costs. 9/3/2012. 3. Why Use Metrics?. Metrics provide a way to measure performanceIndi

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METRICS REPORTING

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    1. 9/3/2012 1 METRICS & REPORTING Kathy Blair Manager, @IT Helpdesk Marconi Communications Kathy.blair@marconi.com 724-742-7422

    2. 9/3/2012 2 Why Use Metrics? Metrics support each service level agreement or goal Metrics can provide opportunities to proactively approach problem resolution Metrics can provide ways for the company to save on costs

    3. 9/3/2012 3 Why Use Metrics? Metrics provide a way to measure performance Individual Team Department Regional Global Metrics provide ways to benchmark your support center against other support centers for evaluation

    4. 9/3/2012 4 Who is Your Audience for the Metrics? Executives/Sr. Management IT Management Departmental Management Supervisors Teams Individuals

    5. 9/3/2012 5 Selecting Metrics Customer Satisfaction Metrics Events closed on initial contact (%) Average speed of answer Events re-opened (%) Time per event (%) Customer survey results

    6. 9/3/2012 6 Selecting Metrics Employee Satisfaction Metrics Turnover rate (%) “Churnover” Rate (%) Formal Training Time Sick days Employee survey results

    7. 9/3/2012 7 Selecting Metrics Cost and Workload Metrics Total operating costs Technical headcount ratio (%) Events per customer Time per event Utilization rate (%) Closed events per technician Cost per customer Cost per event

    8. 9/3/2012 8 Here’s our Story – Phase I No Metrics in 1999 Global Unification Arbitrary Direction

    9. First Report

    10. 9/3/2012 10 Here’s Our Story – Phase II Back to the drawing board Started Benchmarking Obtained Corporate Metric requirements ASA (Average Speed to Answer) 15 seconds or less; Fault Resolution – Priority 1 within 8 hours Fault Resolution – Priority 2 within 2 business days Printer availability 99%

    11. 9/3/2012 11 Here’s our Story – Phase II Developed reporting on Corporate Metric Requirements Began reporting on Personal Performance ACD/Symposium -- Calls Remedy/ARS -- Service Requests Agent Report

    12. ACD/Symposium

    13. ACD/Symposium

    14. ARS Ticket Closed Report

    15. Agent Report

    16. 9/3/2012 16 Monthly Metric Report C:\\MayMetrics2002

    17. 9/3/2012 17 Here’s our Story – Phase III Reviewed benchmarking for one year Sent Nate Campbell (Help Desk Analyst) to Crystal Training Determined what is important to us Made appeal to change global metrics (15 second time to answer) Built real-time web enabled reporting

    18. 9/3/2012 18 Web Reports

    19. 9/3/2012 19 Comparison Reports

    20. 9/3/2012 20 Where are we going from here? Continue to broaden scope of reporting to all of IT Continue to improve trend analysis reporting to proactively resolve the problem not bandaid Continue to use as a training and performance tool for analysts Continue to evolve in the process

    21. 9/3/2012 21 Where do we go from here? Begin to train upper management with regard to terminology and what reports actually show Begin using benchmark information for cost analysis and proof of savings (Cost of Password resets v. tool to handle) Begin benchmark (comparison) reporting

    22. 9/3/2012 22 Where do we go from here? Expand to new areas not yet reported Customer Satisfaction Cost and Workload Metrics Employee Satisfaction

    23. 9/3/2012 23 Q&A Any questions???

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