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Driven Session KPI SLA final

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Driven Session KPI SLA final Powered By Docstoc
					How to Model Business SLAs and KPIs
in Teamworks
Adam Cotner
Cliff Vars
June 18, 2008
 Agenda

 Agenda
 • Definitions
 • Process Patterns
    • User Initiated
    • Process Initiated
 • Uncovering key metrics
 • Q&A




DRIVEN 2008                  CONFIDENTIAL
                            October 7, 2012
 General Definitions


 > metric – a unit of measure; often quantity, time, or
   value; requires an understanding of how to
   measure

 > KPI – a metric that is essential to indicate
   progress towards a goal, or to indicate a positive
   or negative situation (“red flag”)

 > SLA – a “contract” that requires metrics to meet
   specific targets within a timeframe; commitment to
   complete a task within a specific timeframe

DRIVEN 2008               CONFIDENTIAL
                         October 7, 2012
 General Definitions


 > metric – a unit of measure; often quantity, time, or
   value; requires an understanding of how to
   measure

 > KPI – a metric that is essential to indicate
   progress towards a goal, or to indicate a positive
   or negative situation (“red flag”)

 > SLA – a “contract” that requires metrics to meet
   specific targets within a timeframe; commitment to
   complete a task within a specific timeframe

DRIVEN 2008               CONFIDENTIAL
                         October 7, 2012
DRIVEN 2008    CONFIDENTIAL
              October 7, 2012   5
 Patterns in Teamworks

 User Initiated (Passive / Reporting)
 > Std Portal & Reports
 > Reminders (Task / Instance)
 > Process Specific Reports (other session)
 > *KPIs

 Process Initiated (Active)
 > Activity Timers
 > Instance Timers
 > UCA Monitoring
        •     Due Dates (and other business data)
        •     Timing Intervals
 > Post Mortem / Retrospective
 > *SLAs

DRIVEN 2008                             CONFIDENTIAL
                                       October 7, 2012
       User Initiated




DRIVEN 2008              CONFIDENTIAL
                        October 7, 2012   7
 Standard Portal and Reports

 > “My Overdue Tasks”
        •     “My High Priority Overdue Tasks”

 > Standard Portal Reports


                               My Performance

                                                               Timing Interval
                               Process Performance             Report Screenshot
                                Timing Interval




DRIVEN 2008                                   CONFIDENTIAL
                                             October 7, 2012                       8
 Reminders

 > “Add to Outlook” toolbar button

 > In-context reminder process (one pattern)
        •     AdHoc Start Event to inject a task
        •     Task collects information to establish a reminder
        •     (and since it runs a process, you can do whatever you want.




DRIVEN 2008                              CONFIDENTIAL
                                        October 7, 2012                     9
 Process Specific Reports

 > It was worth its own session…




DRIVEN 2008                  CONFIDENTIAL
                            October 7, 2012   10
 KPI Component

 > TW 6.x only.
 > KPIs are defined in the library and applied to activities in the
   diagram. The definition include one-level of roll-up.
 > A KPI on an activity define min / expected / max thresholds
 > KPIs record a value for that component. The value is either
   intrinsic, configured, or process determined.
        •     Ex: Exception time is intrinsic and automatically set by Teamworks (left screenshot below)
        •     Ex: Rework – by default, ‘true’ after the first traversal. Can be configured to ‘true’ after the nth, or the value can
              be determined by the process (right screenshot below)
        •     Ex: Costs can be a value per hour or per occurrence.




DRIVEN 2008                                                   CONFIDENTIAL
                                                             October 7, 2012                                                           11
 KPI Manifestation

 > KPI values are tracked with Autotracking
        (but do not ‘carry-over’ like tracked variables)
 > A query to determine the total cost of rework by step (the
      example also includes a report by person)

     SELECT
       p.name
      ,SUM(a.kpiCost *
              a.kpiExecutionTimeClock *
              a.kpiRework)
     FROM
      aKpiSlaRequest a join trackingpoints p
                on a.tracking_point_id = p.tracking_point_id
     WHERE
           a.kpicost <> 0
      and a.kpicost is not null
      and a.kpirework is not null
     GROUP BY
      p.name




DRIVEN 2008                                               CONFIDENTIAL
                                                         October 7, 2012   12
       Process Initiated




DRIVEN 2008                 CONFIDENTIAL
                           October 7, 2012   13
 Activity Timers

 > Trigger a sub-process after a configurable (or run-time
   data-based) period of time




DRIVEN 2008                   CONFIDENTIAL
                             October 7, 2012                 14
 Instance Timer – Pattern 1

 >      Create a parent bpd with the main bpd for your process as
        the only activity. Attach a timer even (see previous), or




                                                  This sub-process is
                                                  your main process.




DRIVEN 2008                      CONFIDENTIAL
                                October 7, 2012                         15
 Instance Timer – Pattern 2

 >      Split at the beginning of the flow to an activity with a timer




                            Turn this Activity into
                            a useful Task ! (create
                            reminder, provide
                            status report
                            Also attach a message
                            event to close the activity.

                            Trigger the event at the
                            end of the process.


DRIVEN 2008                           CONFIDENTIAL
                                     October 7, 2012                     16
 Undercover Agent (UCA) Monitoring

 > Use an Undercover Agent to monitor slas and trigger process
   actions
        • Two functional parts: (1) Determine the tasks/instances that violate SLA,
          (2) Action each task/instance.
        • Implement each as a service


        • The Undercover Agent (Background) service composites these
        • Provide a user initiated mechanism too – the same composite with a coach
          in-between


 > Tasks / Instances
 > Timing Intervals (Yes, Timing Intervals!)
        (The magic is understanding the Performance Server)




DRIVEN 2008                                     CONFIDENTIAL
                                               October 7, 2012                        17
 Remember Timing Intervals ?

                                         Timing Intervals abstract the
                                         execution model from the
                                         measurement model.




In this case, the process
measurement Approval
Cycle Time does not map
to a single activity, and
includes loops!


DRIVEN 2008                  CONFIDENTIAL
                            October 7, 2012                              18
 Timing Interval Monitoring Query

 select
   distinct t.system_task_id as 'instanceId'
  ,datediff(ss,t.start_time,getDate()) as 'currentTimingIntervalDuration'
 from
   lsw_task t
   ,lsw_tracking_point_value tpv_Start
   ,lsw_timing_interval_bound tib_start
   ,lsw_tracking_point_value tpv_end
   ,lsw_timing_interval_bound tib_end
 where
   t.system_task_id not like '%a'
   and t.functional_task_id = tpv_start.functional_task_id
   and tib_start.tracking_point_id = tpv_start.tracking_point_id
   and t.end_time is null

  and tib_start.bound = 0                                                            <- Started a specific timing interval
  and tib_start.timing_interval_id in (<#= tw.local.timingIntervalId #>)

  and not exists (                                                                   <- Not finished the specific timing interval
    select 'end'
    from
      lsw_tracking_point_value tpv_end
      ,lsw_timing_interval_bound tib_end
    where
      t.functional_task_id = tpv_end.functional_task_id
      and tib_end.tracking_point_id = tpv_end.tracking_point_id
      and tib_end.bound = 1
      and tib_end.timing_interval_id in (<#= tw.local.timingIntervalId #>)
  )

  and datediff(ss,t.start_time,getDate()) > <#= tw.local.durationMinimumSeconds #>



DRIVEN 2008                                                             CONFIDENTIAL
                                                                       October 7, 2012                                              19
 Postmortem (Audit)

 “Did we make the right decision?”
 > For some instances, trigger a review process (usually a
   separate, asynchronous instance of a ‘Review Process’)
 > Aggregate results of the audit might lead to process
   improvements




DRIVEN 2008                  CONFIDENTIAL
                            October 7, 2012                  20
 SLA Component in Teamworks

 Measures multi-instance performance using Activity KPIs
 •    Condition – Determines which instance get ‘counted’
 •    Trigger – Determines the aggregate condition that initiates the consequence
 •    Consequence – Defines the process to initiate (and the email option is implemented as a process!)




                                                       The underlying mechanism that manages SLAs
                                                       is a UCA and Performance Server tables


DRIVEN 2008                                   CONFIDENTIAL
                                             October 7, 2012
 Other Notes

 > You can implement all of the capabilities discussed in TW 5
   too (just a little more work since there are not KPI and SLA components)

 > Rules-of-thumbs
        •     If single instance-based, implement in the diagram and/or using
              process server data
        •     If aggregate-based, implement using performance server data


 > Use business data in all the patterns above.




DRIVEN 2008                              CONFIDENTIAL
                                        October 7, 2012                         22
 How do I uncover key metrics?

                      Step 0:
          Attend August Webinar on metrics,
                   KPIs, and SLAs
                          with
              Kristie Collins-Delarber




DRIVEN 2008               CONFIDENTIAL
                         October 7, 2012
 How do I uncover key metrics?

                        Step 1:
              Know Your Organizational Goals

 If you don’t know your goals, define them!
                                   “Reduce cycle time for producing
                                   widget”
 > Team/Project
                                   “Provide the most reliable widget
 > Related Teams                   on the market”

 > Company                         “Build customer loyalty and
                                   Improve customer satisfaction”


DRIVEN 2008                CONFIDENTIAL
                          October 7, 2012
 How do I uncover key metrics?

                          Step 2:
                 Find Related KPI Roll-Ups

 KPIs often roll-up, so look at KPIs in related parts of
  the organization.

          Team/Project Goal:                   KPIs From Related Teams:
                                               • Parts Acquisition Cycle Time
          “Reduce cycle time for producing     • Total Defects Reported
          widget”                              • Unique Defect Types
                                               • Customer Retention


DRIVEN 2008                              CONFIDENTIAL
                                        October 7, 2012
 How do I uncover key metrics?


                      Step 3:
       Identify Metrics that Support Goals
   Areas to consider:
   >    Compliance                             Potential Metrics:
   >    Service-Level Agreements               Number of Product Changes
                                               Size of Product Changes
   >    Financial Impacts                      Type of Product Change
   >    Customer Satisfaction                  Production Cycle Time
   >    Employee Satisfaction                  Customer Reported Defect Rate
                                               Defects per Change Type
   >    Productivity/Efficiency                Defects per Change Size
   >    Process-specific
DRIVEN 2008                         CONFIDENTIAL
                                   October 7, 2012
 How do I uncover key metrics?

                         Step 4:
                  Validate Your Metrics

 Remove metrics that are:              Potential Metrics:
                                       Number of Product Changes
 >    Not Measurable                   Size of Product Changes
 >    Redundant                        Type of Product Change
 >    Durable Over Time                Production Cycle Time
                                       Customer Reported Defect Rate
 >    Not Supporting Goals             Defects Resulting from Product Changes
 >    Others                           Defects per Change Type
                                       Defects per Change Size
                                       Cost to Fix

DRIVEN 2008                   CONFIDENTIAL
                             October 7, 2012
 How do I uncover key metrics?

                          Step 5:
              Pick 2-4 Most Essential Metrics
 Determine which metrics are the best indicators of
  progress towards organizational goals.
                    Potential Metrics:
         Key
                    Number of Product Changes
Performance
                    Size of Product Changes
   Indicators
                    Type of Product Change
                    Defects Resulting from Product Changes
                    Defects per Change Type
                    Defects per Change Size

DRIVEN 2008                        CONFIDENTIAL
                                  October 7, 2012
       Backup Slides




DRIVEN 2008             CONFIDENTIAL
                       October 7, 2012
 5 Steps to Uncover Key Metrics

 1.       Know Your Organizational Goals
 2.       Find Related KPI Roll-ups
 3.       Identify Metrics that Support Goals
 4.       Validate Your Metrics
 5.       Pick 2-4 Most Essential Metrics




DRIVEN 2008                          CONFIDENTIAL
                                    October 7, 2012
 Expected Audience Questions

 > How do SLAs relate to KPIs?
 > How do I use Teamworks to measure these?




DRIVEN 2008                CONFIDENTIAL
                          October 7, 2012

				
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