Metrics Revisited… A Balanced Scorecard for Help Desks

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					    APPLYING THE
BALANCED SCORECARD
       MODEL
 TO SUPPORT CENTER
     REPORTING


             Pat Albright, HDI
  Presented to North Coast Chapter of HDI
              January 21, 2009
OBJECTIVES


    Overview of Balanced Scorecard Model for Business
        Sample Balanced Scorecard for Business
    Overview of Balanced Scorecard Model for Support
     Center
        Sample Balanced Scorecard for Support Center
  How to Determine Metrics to Include
  A Word About Metrics

  Summary

  Conclusion
THE BALANCED SCORECARD MODEL

  Evolutionary management tool
  Developed in 1990s
        The Balanced Scorecard
            By Robert S. Kaplan and David P. Norton, The President
             and Fellows of Harvard College (1996)
    Provides framework for measurements based on:
        Cost / Productivity perspective
        Customer perspective
        Learning / Innovation perspective
        Internal (Business) perspective
THE BALANCED SCORECARD MODEL




Source: Balanced Scorecard Institute
THE BALANCED SCORECARD MODEL




Source: Balanced Scorecard Institute
      SAMPLE BALANCED SCORECARD (BUSINESS)
                COST / PRODUCTIVITY                                               CUSTOMER
GOALS                          MEASURES                     GOALS                               MEASURES
Survive ………………………………………………Cash Flow                         New Products …………………………% Sales new products
Succeed……………………………………….....Sales Growth                     Responsive…………………………………...On-time delivery
Prosper …………………………………Increase Market Share                  Preferred Supplier………………………….Share of business
                                                            Customer Partnership………………….# Cooperative efforts




               LEARNING & INNOVATION                                        INTERNAL (BUSINESS)
GOALS                                       MEASURES        GOALS                                        MEASURES
Technology Leadership……..Time to develop next generation    Technology ………………… Manufacturing vs. Competition
Manufacturing learning…………...….Process time to maturity     Manufacturing Excellence ….……….Cycle Time / Unit Cost
Product Focus………...% of products that equal 80% of sales    Design productivity………….Silicon / Engineering Efficiency
Time to market…….New product introduction vs. competition   New product introduction ………Actual introduction vs. plan
WHAT IS A BALANCED SCORECARD
FOR THE SUPPORT CENTER?
   Provides framework for measurements based on:
       Financial
       Customer Satisfaction
       Learning & Growth
       Internal (Business/Staff)


   It is a component of your “Reporting Program”
       In addition to “management” and other reports


   Does not replace current reporting (or lack thereof)
THE BALANCED SCORECARD MODEL
FOR THE SUPPORT CENTER


            Financial                   Customer

      How do we look to our      How do customers see us?
         stakeholders?




       Learning & Growth              Internal / Staff

    Can we continue to improve    What must we excel at?
        and create value?
THE BALANCED SCORECARD MODEL


  Not just a random collection of metrics



  Rather, a collection of metrics that measure
   success of initiatives related to objectives
   that support achievement of goals
HOW TO DETERMINE METRICS TO INCLUDE
    Vision

         Mission

                   Goals

                       Objectives

                           Critical Success Factors

                                           KPI

                                                 Metrics

                                                      Measurements
EXAMPLES
Goal             Objective         Initiative        Measures
Improve          Increase First-   Provide           Customer
Customer         contact           Knowledge         Satisfaction
Satisfaction     Resolution        Search Training   Rating

                                                     Number of
                                                     Analysts
                                                     Successfully
                                                     Trained

Handle 10%       Increase          Implement         Incident
More Incidents   Analyst           Workforce         Volume
with Existing    Utilization       Management
Staff                                                Analyst
                                                     Utilization Rate
SAMPLE BALANCED SCORECARD (SUPPORT CENTER)
 The metrics in red text below are related to goals/objectives shown
    on previous slide
              COST / PRODUCTIVITY                                        CUSTOMER
GOALS                             MEASURES            GOALS                                 MEASURES
Control Cost….……………………………Cost per Incident            Productivity……………………...Average Speed of Answer
Control Cost….……………………….…Cost per End User            Productivity…………………….…..First-contact Resolution
Increase Capacity……………….......……….# End Users         Satisfaction…………………………………...Abandon Rate
Increase Capacity………………..………….…# Incidents            Satisfaction.…………….….........Customer Satisfaction



            LEARNING & INNOVATION                                     STAFF (INTERNAL)
GOALS                                 MEASURES        GOALS                               MEASURES
Accuracy………………….……….Reopened Incident Rate            Morale………………………….….............Staff Satisfaction
Effectiveness……………………Technical Escalation Rate        Dedication…….……….……....……….Unplanned Absence
Quality………………..Call/Ticket Quality Monitoring Index   Retention… …………………………………..Staff Turnover
Efficiency……………………………Self-service Utilization         Efficiency…..………...………….Analyst Utilization Rate
SAMPLE BALANCED SCORECARD (EXECUTIVE VIEW)

                          SAMPLE EXECUTIVE SCORECARD

FINANCIAL                               CUSTOMER

# FTE Analysts                          Customer satisfaction, event-based

# Incidents per Analyst                 First-contact resolution

Average cost per Incident               Management escalations

Average cost per end user               Abandon before answer (ABA)

LEARNING/GROWTH                         STAFF (INTERNAL)


Technical escalations                   Utilization Rate

Call quality monitoring index           Attrition (staff turnover)

Incident quality monitoring index       Unplanned absence

SLA compliance (% of targets met)       Average length of service
SAMPLE BALANCED SCORECARD (OPERATIONAL VIEW)

                    SAMPLE OPERATIONAL SCORECARD

FINANCIAL                             CUSTOMER
Total Contacts                        Customer satisfaction, event-based
Total Incidents logged                First contact resolution
Average talk time per call            Abandon before answer (ABA)
Average wrap-up time per call         Average speed of answer (ASA)
Average Incidents per FTE staff       Management escalations
Average Incidents per end user        Average time to respond (escalated)
LEARNING/GROWTH                       STAFF
Incident reopen rate                  Attrition (staff turnover)
Technical escalations                 Unplanned absence
Knowledge quality monitoring index    Average availability
% Incidents linked to knowledgebase   Utilization rate
SLA compliance (% of targets met)
  SAMPLE BALANCED SCORECARD (STAFF VIEW)


                        SAMPLE STAFF SCORECARD

FINANCIAL                           CUSTOMER

Total Incidents logged              Customer satisfaction, event-based

Average talk time per call          First contact resolution
Average wrap-up time per call       Management escalations
                                    Average resolution time
LEARNING/GROWTH                     STAFF

Technical escalations               Unplanned absence
Incident reopen rate                # training hours
Call quality monitoring index       Average availability
Incident quality monitoring index   Utilization rate
SAMPLE BALANCED SCORECARD (CUSTOMER VIEW)

                      SAMPLE CUSTOMER SCORECARD

FINANCIAL                              CUSTOMER

Total Incidents by channel per month   Customer satisfaction, event-based
Average talk time per call             First contact resolution
Average Incidents per end user         Abandon before answer (ABA)
                                       Average speed of answer (ASA)
                                       Average resolution time
LEARNING/GROWTH                        STAFF
Self-service utilization               Attrition (staff turnover)
Incident reopen rate                   Unplanned absence
Call quality monitoring index          Average length of service
SLA compliance (% of targets met)
A WORD ABOUT METRICS

   Performance Indicator (PI)
       Measure of performance
       Most metrics generated and used in support center are PIs
       Leading indicators
   Key Performance Indicator (KPI)
     Measure of progress to achieving a goal/objective
     Specific to goals of organization
     May be either Leading or Lagging indicators

   Key Results Indicator (KRI)
     Outcomes
     Lagging indicators
A WORD ABOUT METRICS

   Leading Indicators
       “How are we likely to perform?”
       Drivers or enablers of desired results
       Monitor progress toward goal
       Example: Speed of Answer is leading indicator that
        influences customer satisfaction
   Lagging Indicators
     “How did we perform?”
     Results of change
     Slow to change; requires repeated improvements
     Example: Customer Satisfaction is lagging indicator of
      how support center is performing
A WORD ABOUT METRICS

 Leading indicators are performance indicators (PIs)
 Lagging indicators are results indicators (KRIs)



   Goals/Objectives should be based on lagging
    indicators (KRIs) whenever possible
       The focus should be on the outcome, not the driver, to
        avoid creating wrong behaviors
SUMMARY

   Overview of Balanced Scorecard Model for Business
       Sample Balanced Scorecard for Business
   Overview of Balanced Scorecard Model for Support
    Center
       Sample Balanced Scorecard for Support Center
 How to Determine Metrics to Include
 A Word About Metrics

 Summary

 Conclusion
CONCLUSION




       Questions / Comments / Discussion

                  Thank you.
CONTACT INFORMATION




                Pat Albright, HDI
Manager, Support Center Certification & Assessment

            palbright@ThinkHDI.com
HDI TRAINING



   Support Center Metrics and Measurements


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