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Showing posts from November, 2007

KPI's and the Importance of Measurements (part 2)

Continuing from my previous post here, we're going to get more in depth into KPI's and their measurement now.
How do I measure KPI’s? Get the data (whatever is important to you ... if you use the examples previously mentioned, then track service outages by minutes for example vs. a specified date) into your spreadsheet or other tracking tool, then keep on adding more and more information every time you have another service interruption or outage.  
The key here is consistency and ensuring that you reflect as realistic a picture as possible so the more information you can capture the better.  If you are measuring outages, then make sure you reflect the customers impacted, total amount of time, volume of calls or interactions it created and reason for outage (even a simple 3rd party vs. internal tag is important as it tells you where you need to focus your attention).
Once the data has been captured - make sure you have and are using the right tool for this ... (a spreadsheet as men…

KPI's and the Importance of Measurements

There is a great quote somewhere that goes something like - "If you cannot measure it, you cannot manage it!" ... this is so true and especially so in the Technical Support, Customer Service and Operations areas. There are great KPI's (Key Performance Indicators) and not so great ones.  The key is choosing the right one for your business and you need to choose it from a CUSTOMER point of view.  There is no use choosing your KPI from any other area as if you lose your customers, you lose your revenue and obviously you lose your business!!

When defining a set of KPIs to control and measure performance, the most likely debate is probably around measuring KPIs.  Another way to think about KPIs is that they are measurements designed to assess performance.

The Traditional Mantra is -
“Measure. Analyse. Act”
KPI’s are the middle stage, but they’re defined by the first and they should drive the third.
What KPI’s should I use?
Your choice of KPI’s depends on your intention and ta…