Post on 21-Oct-2014
description
Collecting management informationCollecting management informationThe key to great leadership? Or a waste of time?The key to great leadership? Or a waste of time?
Kevin BruinSenior Consultant at TOPdesk
•Software•IT Service Management
•Facility Management
•Other domains
•Consultancy•Over 5000 implementations in 40 countries
•Branches in Belgium, the Netherlands, Germany, United Kingdom, Hungary
Management information?
(Key) Performance Indicators
ITILASL
ISOBiSL
Cobit
Measuring KPI’s (1/2)
Measuring KPI’s (2/2)
So why are we here?
Topics
•Making sense of KPI’s
•Choosing the right KPI’s
•Why the business (still) isn’t happy
Making sense of KPI’s
"There are three kinds of lies: lies, damned lies, and statistics."
- Benjamin Disraeli
Inaccuracy of available data
Example: Incident Management (1/3)
Operator Closed
John 57
Matthew 24
Adrien 17
Tim 3
Example: Incident Management (2/3)
Logged Resolved
2 2
Example: Incident Management (2/3)
Logged Resolved
2 2
Measuring period
Logged
Resolved
Example: Incident Management (2/3)
Logged Resolved
2 2
Measuring period
Logged
Resolved
Example: Incident Management (3/3)
Example: Incident Management (3/3)
•Making sense of KPI’s
•Choosing the right KPI’s
•Why the business (still) isn’t happy
Choosing the right KPI’s
"True knowledge exists in knowing that you know nothing."
-Socrates
No size fits all
Every KPI has it’s negative effects!
Example: Police (1/2)
Example: Police (2/2)
•Making sense of KPI’s
•Choosing the right KPI’s
•Why the business (still) isn’t happy
Why the business (still) isn’t happy
Measuring quality
• Technical approach•Focus on internal processes & technology
• Subjective approach•Focus on perceived quality of customer
We usually focus on technical quality
Example: SLA for CRM (1/4)
• International reseller of office supplies
• 80% works in Belgium, rest spread over globe
• Service window CRM: 24/7
• Service Level Agreement: 99% uptime
Example: SLA for CRM (2/4)
• Measurement: Avg. downtime = 50 min. per week (e.g. 99.5% uptime)
• Conclusion: SLA reached!
Example: SLA for CRM (3/4)
Reality
•CRM is most extensively used in Belgium, during office hours
•Reported incidents:Due to heavy usage during Belgian office hours the application needs to be restarted twice a day.
The restart takes only 5 minutes but all unsaved data gets lost
Example: SLA for CRM (4/4)
Conclusion
•Uptime = 99.5%•SLA reached (99%)•Is the business happy?
Perceived quality
Example: Telecom provider
Measuring perceived quality (1/2)
Measuring perceived quality (1/2)
Measuring perceived quality (2/2)
•Periodical surveys to measure perceived quality;
• Using for example SERVQUAL framework๏ Responsiveness๏ Reliability๏ Assurance๏ Empathy
Summary
•Making sense of KPI’s
•Choosing the right KPI’s
•Why the business (still) isn’t happy
Conclusions
Conclusions
Conclusions
Conclusions
Collecting management informationCollecting management informationThe key to great leadership? Or a waste of The key to great leadership? Or a waste of
time?time?
• Great leadership is the key to• collecting management information!