One Vision One Mission One Common Purpose Richland County School District One Columbia, South...
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One Vision • One Mission • One Common Purpose Richland County School District One Columbia, South Carolina Information Technology Department Key Performance Indicators
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Transcript of One Vision One Mission One Common Purpose Richland County School District One Columbia, South...
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Richland County School District One
Columbia, South Carolina
Information Technology Department
Key Performance Indicators
One Vision • One Mission • One Common Purpose
A performance indicator or key performance indicator (KPI) is a measure of performance.[1] Such measures are commonly used to help an organization define and evaluate how successful it is, typically in terms of making progress towards its long-term organizational goals[2]. KPIs can be specified by answering the question, "What is really important to different stakeholders?". KPIs may be monitored using Business Intelligence techniques to assess the present state of the business and to assist in prescribing a course of action. The act of monitoring KPIs in real-time is known as business activity monitoring (BAM). KPIs are frequently used to "value" difficult to measure activities such as the benefits of leadership development, engagement, service, and satisfaction. KPIs are typically tied to an organization's strategy using concepts or techniques such as the Balanced Scorecard).
Key Performance Indicators
Wikipedia
One Vision • One Mission • One Common Purpose
Examined district strategic planPrepared long range technology planAnalyzed work orders from previous
year
Key Performance Indicators
One Vision • One Mission • One Common Purpose
Leading Indicator - # of Work Orders Submitted Trailing Indicators
Response Time - time between the creation of a work order and the first response by a Customer Service Representative (CSR) to the customer
Resolution Time - time between the creation of a work order its resolution defined as the last time the work order transitions from an open to a solved status
Projects
Key Performance Indicators
One Vision • One Mission • One Common Purpose
Prevent problems from occurring; therefore no work order submitted
Tracked daily via our Help Desk software (Parature) www.parature.com/
Measured monthly and compared to previous year
Monthly goals set
Leading IndicatorNumber of Work Orders Submitted
One Vision • One Mission • One Common Purpose
Log In Issues – 23% Printing – 13% SASI – 11% Hardware (Undefined) – 11% Software (Undefined) – 9%
Work Order Categories2008-09
One Vision • One Mission • One Common Purpose
Priority Standard Goal
Critical 1 business day 4 hours
High 2 business days 1 business day
Medium 3 business days 2 business days
Low 7 business days 3 business days
Work Order Goals
One Vision • One Mission • One Common Purpose
Work Orders SubmittedJun 2008 – Sep 2009
One Vision • One Mission • One Common Purpose
Two indicators Response Time – Time between the creation of
the work order and the first response by a Customer Service Representative
Resolution Time - Time between the creation of the work order and the resolution (time between creation and when work order transitions from an open to a closed status)
Measured monthly and compared to previous year Monthly goals set
Trailing Indicators How Fast Do We Resolve the Problem?
One Vision • One Mission • One Common Purpose
Work Orders ClosedJun 2008 – Sep 2009
One Vision • One Mission • One Common Purpose
Work Order BacklogJun 2008 – Sep 2009
One Vision • One Mission • One Common Purpose
Work Order TrendsJun 2008 – Sep 2009
One Vision • One Mission • One Common Purpose
Average Response TimeJun 2008 – Sep 2009
One Vision • One Mission • One Common Purpose
Average Resolution TimeJun 2008 – Sep 2009
One Vision • One Mission • One Common Purpose
Analyze Daily Work Orders Submitted, Closed, Backlog, etc. using Excel Pivot Tables
“Slice and dice” data to identify trends and daily issues
Allocate Team Leaders and Rapid Response Team for next day
Daily Data Review
One Vision • One Mission • One Common Purpose
Daily Data Review
One Vision • One Mission • One Common Purpose
Project Management (PM) training needed Proper PM principles not followed Project Manager not trained in PM principles
Developed a PM training program Project Management Institute (PMI) certified position created PM methodology developed Formal project documents produced
Charter Excel Spreadsheet “4 Box”
Project status briefed bi-weekly
Projects
One Vision • One Mission • One Common Purpose
RCSD1 PM Methodology
Components Phases Decision points Gate Reviews Project Manager
Assignment PM Deliverables Ownership Templates & Status
Reporting Documents
INITATE
EXECUTE
PLAN
NEED
CLOSE
One Vision • One Mission • One Common Purpose
Bi-Weekly Project Update
One Vision • One Mission • One Common Purpose
Table Activities
Using the Excel software (Pivot Tables) and data from Oct 5th
Analyze open work orders by school, summary, etc.
Determine critical schools and summaries Allocate a three person Rapid Response Team
(RRT) for the next day
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Questions?
