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Leaders in Asset Management
Managing by Metrics
Valerie Rovine
Sunflower Systems
Leaders in Asset Management
Topics
• Why Metrics are Important• Metrics as a Result of Disciplined
Program/Project Management• Defining Quality Metrics
Leaders in Asset Management
Why do We Need Metrics?
• Provide performance targets and keep us focused• Are indicators of the health of the program,
project or organization• Drive corrective action through consistent
analysis• Provide quantifiable demonstration of success or
opportunities for improvement
Leaders in Asset Management
Program Management – A 6 Step Cycle
1. Define outcomes
2. Define key performance indicators (metrics) to measure success
3. Refine/implement processes/behaviors to drive outcomes
4. Collect data to support metrics
5. Analyze metrics
6. Take corrective action as needed
Leaders in Asset Management
Step 1: Defining Outcomes
• What is important to my program or organization?
• How do I define success?• Examples
• Excellent customer service• New development on time and within budget• Systems meet or exceed quality standards and
customer expectations (minimal defects, requirements met)
Leaders in Asset Management
Step 1: Defining Outcomes
Outcome drivers:• Regulatory Requirements• Internal Policies• Organizational Goals/Strategic Plans• Audit Findings• Standards/Best Practices• Changes to Business Environment
Leaders in Asset Management
Step 2: Translating Outcomes to Key Performance Indicators
• How do I know I’m successful?• What does ‘Excellent Customer Service’ mean to
me and my organization?• Examples
• Efficient and effective resolution of help desk tickets
• Good system performance • Positive customer feedback
Leaders in Asset Management
Step 2: Translating Outcomes to Key Performance Indicators
How do I quantify these indicators?• Efficient and effective resolution of help desk tickets
Percentage of tickets resolved in one business day or less to customer satisfaction
Average speed of ticket completion First call resolution Reopened tickets Percentage of tickets aged 5+ business days
• Good system performance Percentage of system uptime Average downtime per incident Database wait time Database CPU time
• Positive customer feedback Percentage of customers rating helpdesk service as good or excellent
Leaders in Asset Management
Step 2: Translating Outcomes to Key Performance Indicators
How do I define my targets?• Efficient and effective resolution of help desk tickets
Percentage of tickets resolved in one business day or less to customer satisfaction – 75%
First call resolution – 50% Reopened tickets – < 5% Percentage of tickets aged 5+ business days – < 20 %
• Good system performance Percentage of system uptime – 98% Average downtime per incident – < 10 minutes Database wait time - < 10 seconds Database CPU time > 90%
• Positive customer feedback Percentage of customers rating helpdesk service as good or excellent – >
90%
Leaders in Asset Management
Step 3: Driving Outcomes through Processes/Behaviors
What do I need to do to achieve my outcomes and performance targets?• Implement ticket management system to document and
manage customer problems• Provide adequate/on-going training for help desk personnel• Implement ‘ticket science’ procedures to identify themes and
common problems• Document resolutions to common problems and push
information to customers• Adjust staffing levels for peak and off times• Implement redundant processes to ensure system availability• Tune the database regularly to enhance system performance
Leaders in Asset Management
Step 4: Collecting KPI Data
What information do I need to effectively evaluate my performance?• Number of tickets processed through helpdesk• Customer satisfaction with resolution• Closure rate of helpdesk tickets• Aging information on helpdesk tickets• Actual uptime/downtime of system• System response times• Customer feedback on helpdesk performance
Leaders in Asset Management
Step 4: Collecting KPI Data
How can I collect this information with minimal disruption to my process?• Number of tickets processed through helpdesk
This metric was collected from ticket management system
• Customer satisfaction with resolution This metric was collected from ticket management system
• Closure rate of helpdesk tickets This metric was calculated using data collected from ticket management system
• Aging information on helpdesk tickets This metric was calculated using data collected from ticket management system
• Actual uptime/downtime of system This metric was collected through system monitoring software
• Customer feedback on helpdesk performance A survey was delivered automatically when a service ticket is closed Also, a broader survey was conducted twice a year to solicit user feedback
Leaders in Asset Management
Step 5: Analyzing Metrics
• How do I know if I am on target for meeting my goals?• Regular data collection• Interpreting, analyzing and sharing data
• Evaluations can be done from an Absolute or Relative perspective • Absolute: Does your metric indicate you have met
your target outcome?• Relative: Does your metric indicate improvement
over time?
Leaders in Asset Management
Step 6: Taking Corrective Action
• What do I do if I’m missing the mark?• Evaluate your processes and identify areas
for improvement• Do I have adequate help desk coverage? Should I
reevaluate the helpdesk staffing model?• Does my staff need more training on the system or on
customer support protocol?• Do I need to identify alternate methods of support-
community super users, self-service portal, web-based support?
• Do I need more database resources?• Do I need to evaluate my hosting options?
Leaders in Asset Management
Establishing Good Metrics
• Does the metric tie to the organization’s goals?
• Is the metric quantifiable?
• Does the metric identify the expected result?
• Does the metric take into account industry standards and benchmarks?
• Is the metric attainable?
• Were impacted individuals involved in defining the metric?
Leaders in Asset Management
Considerations
• What happens if my outcomes change?• How do I know I’m asking the right questions?• How can I ensure I’m collecting/calculating the
right data?
Leaders in Asset Management
Questions?