Measure everything - but make NPS the Key

Measure Everything

DrupalCon Latin America

2015

Promet Source

About Me

About Promet

Custom

DevelopmentSupportDevOps

Open Source Applications – Focus on Drupal

• Drupal websites

• Drupal-based web

applications

• Mobile apps integration

• Systems integration

• CMS migrations

• Custom ecommerce

• Prototyping and proof-of-

concepts

• 24x7 with SLA

• Support for Drupal sites

built by others

• 24x7 monitoring

• Drupal security and

maintenance updates

• QA for custom modules

• Code-level fixes

• Help desk support

• Ongoing development

• Automated cloud

infrastructure

• Drupal deployments

• Configuration

management for Drupal

• Automated testing

• Continuous integration

• Performance and scaling

• Open source tools (Chef,

Git, Jenkins)

➢ Founded in 2003

➢ Open source technologists

➢ Drupal platform since 2008

➢ Mobile apps since 2009

➢ Based in Chicago

➢ Distributed global team

➢ Agile development practices

➢ 24x7 support

Today’s Fitbit report

Andy’s 864 weight measures during last 2.83 years

"In God we trust, all others bring data.”

- W. Edwards Deming

"What gets measured gets done, what gets

measured and fed back gets done well, what gets

rewarded gets repeated." - John E. Jones

Favorite Quotes

»Metrics are marketing

»Inform your stakeholders

»Report measurement that stakeholders can

understand activities and results

»Determine the best way to communicate

»Improve Performance - people do what is

measured

Purpose of Metrics

Organizational Approach to measuring performance

»Financial Performance

»Everything Else drives my

•Setting Vision

•Sales

•Recruiting

•Retention/Recruiting

•Client Satisfaction

What Do I get evaluated on

» Financial Perspective• provide a good return on investment

• manage it related business risks

• improve corporate governance and transparency

» Customer Perspective• Improve customer satisfaction and service

• offer competitive products and services

• establish service continuity and availability

• Create agility

• achieve cost optimization of service deliver

• obtain reliable and useful information for strategic decision making

» Internal Perspective• improve and maintain business process functionality

• lower process costs

• provide compliance

• Manage bussienss change

• Improve and maintain operational and staff productivity

» * Learning and Growth Perspective

Balanced Scorecard

KPI: Project Profitability

Measured by: Profitability reporting (To be agreed upon)

KPI: Client Satisfaction

Measured by: NPS

KPI: Team Growth

Measured by: 360 reviews & retention rate

KPI: Revenue Contribution

Measured by: Add on sales & conversion of projects to support

KPI: Company Marketing Support

Measured by: Participation in Marketing activities

Team KPI (Key Performance Indicators)

Project Manager

KPI: Estimation of Projects

Measured by: Estimated LOE held up after detailed review

KPI: Correct Architecture of solutions

Measured by: Defect count during QA & duration of QA process

KPI: Quality of code delivered

Measured by: Number of defects in warranty period


SA

KPI: Estimation

Measured by: Execution to estimation of tasks

KPI: Quality (Tracking mechanism)

Measured by: Number of defects

KPI: Code quality (very Subjective)

Measured by: SA comments

KPI: Timesheet

Measured by: Ability to create timesheets ontime


Developer

Support Metrics

» Response

• Abandon Rate

• Wait (hold queue) time

• Average speed to answer

• Response time

• Call back

» Resolution - measure managers. It measures whether

you have the right people on the project

• Resolved First Contact

• Resolved X hours, Y hours, Z hours

• Tickets Cases re-opened, repeats

Support Metrics

» * Costs

» * Call/Contact

» * Customer/User

» * TCO

» * Service Desk

» * volumes, trends

» * Perfomance to goals

» * Incident Management

» * volumes, trend repeat

» * reduciton in resotation

» * performance to goals

» * customer satisfaction

» * Request Fulfillment

» * Volumes, trends

» * Time to complete requests

» * Customer Satisfaction

» * Employee Satisfaction

» * Knowledge Base

» * Change Management

» * number of indigents/requests due to the

change

» * Additional (reduction) workload due to

changes

» * Release Management

» * number of incidents

» * Workload

» * volumes

» * calls/cases/per customer

» * number of registered users

» * total numbers of users

» * time spent contacting users

» * time spent on change related incidents

» * Individuals

» * number of call taken

» * average handle time

» * Availability

» * Occupancy

» * Number of inditents/closed on first contact

» * customer satisfaction

» * Incident

» * closer time

» * mean time for closing

» * re-open

» * closed first contact

» * escalation for resolution

» * remote tool utilizaiotnent

» * volumes, trend repeat

» Time Reporting

Project Reporting

» Time Reporting

Project Reporting

» Time Reporting

Project Reporting

» Time Reporting

Project Reporting

» Time Reporting

Project Reporting

» Time Reporting

Project Reporting

Retrospectives and Estimating

Retrospectives and Estimating

Customer Satisfaction

Customer satisfaction is an overall

customer attitude towards a service

provider, or an emotional reaction to

the difference between what

customers anticipate and what they

receive, regarding the fulfillment of

some need, goal or desire

Customer Satisfaction Facts





Why Customer Satisfaction is

Important?● It’s a leading indicator of consumer

repurchase intentions and loyalty

● It reduces customer churn

● It increases customer lifetime value

● It is cheaper to retain current customers

than to acquire new ones

NPS

Net Promoter Score -

One number you need

to Grow

Frederick F. Reichheld

NPS

How likely is it that you would recommend our

company/product/service to a friend or

colleague?

ORIGINAL ARTICLE:https://hbr.org/2003/12/the-one-number-you-need-to-grow

https://hbr.org/2003/12/the-one-number-you-need-to-grow

Providing Great Customer Service Rules

1. A “Perfect” ServiceService that is designed and tested to function perfectly under

reasonably foreseeable circumstances within a reasonable timeline

2. Delivered in a Caring, Friendly MannerLack of caring delivery will sink most and any perfect product or

service - The softer science - care and comfort - is what lets you reach

and retain a customer

3. In a Timely FashionNo matter how otherwise perfect, in the eyes of the customer it’s

broken if you deliver it late.

4. Backed by an effective problem-resolutionExpect things to go wrong. Plan for this eventuality, keeping the

emotional needs of your customer central.

Providing Great Customer Service Rules

Deliver Value

What is the project - cater to your customer

Establish a relationship

Automation, Test, CI/CD

Destroy Silos / DevOps

Empower Teams

Culture – Hiring

Clariy, Accuracy, execution, Empathy

Copyright © 2013 Promet Solutions Corporation. All rights reserved.

This document may contain Confidential Information that is proprietary to the Client and Promet

Solutions Corporation and should not be disclosed to outside parties without prior consent.

Q&A

@akucharski

[email protected]

Business

Measure everything - but make NPS the Key