SESSION 207 Wednesday, April 13, 11:30am - 12:30pm Track: Metrics and Measurements. Aligning PEUE Metrics for Operational Success. Session Description

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SESSION 207 Wednesday, April 13, 11:30am - 12:30pm Track: Metrics and Measurements Aligning PEUE Metrics for Operational Success Fancy Mills Faculty, HDI fancymills@yahoo.

This session will focus on helping you develop an understanding what to measure, how to categorize metrics, and how to align key operational metrics, and how those metrics impact overall support

1 SESSION 207 Wednesday, April 13, 11:30am - 12:30pm Track: Metrics and Measurements Aligning PEUE Metrics for Operational Success Fancy Mills Faculty, HDI fancymills@yahoo.com Session Description Many organizations struggle with determining what key metrics to measure for organizational and individual success. This session will focus on helping you develop an understanding what to measure, how to categorize metrics, and how to align key operational metrics, and how those metrics impact overall support center success. You ll also learn about the PEUE model productivity, efficiency, utilization, and effectiveness and how to organize and align operational metrics within it. Speaker Background Fancy Mills has more than eighteen years of customer and technical support experience, specializing in training, consulting, recruiting, quality, and workforce management. A member of the HDI Faculty since 2006, she has certified thousands of support professionals, managers, directors, and corporate trainers around the world. In addition, Fancy has developed and facilitated customized training for Fortune 500 companies, including Dell Computer Corporation, in the areas of presentation, communication, and time management skills.

2 Session 207: Aligning PEUE Metrics for Operational Success Fancy Mills Agenda Set the stage! Discuss our world Define PEUE metrics How can we apply these metrics? What can we take way?

3 Let s set the stage!

4 Video takeaways Are we are in a production line world? What does that mean? Does upper management, human resources and other valuable stake holders understand our production line world? Let s define PEUE Metrics 1. Productivity = The measure of output of labor. 2. Efficiency= The state or quality of being able to accomplish something with the least waste of time and effort. 3. Utilization =To put to use, used to measure the rate at which output levels are being met or used. 4. Effectiveness = Associated with measuring outcomes. These measurements highlight process completion, quality, and budget adherence.

5 Quick cheat sheet definitions Productivity = How much was produced or processed? Efficiency = How much time was spent producing or processing? Utilization = How much capacity was utilized to produce or process? Effectiveness = How well did we perform? (Outcomes related to quality, adherence, cost) Let s apply PEUE metrics Production = How many pieces of candy were wrapped?

6 Let s apply PEUE metrics Efficiency = How much time does it take to wrap each candy? Let s apply PEUE metrics Utilization = How much time did Lucy and Ethel work wrapping candy? How much time did they spend actually working?

7 Let s apply PEUE metrics Effectiveness = What was the quality of the candy? Customer satisfaction? Cost per candy? Let s look at production & apply PEUE metrics Production Efficiency Utilization Effectiveness

8 Productivity 25% 0.0 Contacts offered vs Handled Tickets closed s handled vs closed Average Talk Time Average Hold Average ACW Aveage Handle Time Attendance Availability/AUX OCC% Efficiency 25% 0.0 Utilization 25% 0.0 RONA or Requeue Calls Schedule Adherence Effectiveness 25% 0.0 Quality Scores FCR Custome Satisfacation Scores INDIVIDUAL BEHAVIORAL MEASURES Customer Focus Team Play Adaptability CSP Comments: Far exceeds expectations in most aspects. M eets the expected performance levels D o es no t meet perfo rmance levels 20% 0.0 > Takes ownership of customer problems and fulfills commitments. > Displays professional conduct, provides Customer Feedback 50% prompt and reliable service to internal and external customers at all times. > Demonstrates customer focus, utilizing appropriate techniques to ensure each interaction is Customer Feedback > Demonstrates Teamwork through remaining flexible and 25% willing to do what's necessary to service the customer. > > Demonstrates effective time management and resource skills. > Identifies and communicates opportunities to 25% improve workflow. > Remains calm and non-defensive in problem situations. Excellent Performance = >3.5 Satisfactory Performance = >2.5 Poor Performance = >1.5 Unsatisfactory Performance = <1.5 MONTHLY GOAL: F ails to fulfill respo nsibilities. VALUE PEUE Metrics Applied Productivity Efficiency Utilization Effectiveness Let s look at examples & how to apply! EXCELLENT 4 Employee Name: Billy Bob SATISFACTORY 3 POOR 2 Month: UNSATISFACTORY 1 MAJOR OBJECTIVES WEIGHT MEASUREMENT CRITERIA INFORMATION SOURCE RESULTS RATING Total 70% TOTAL RATING Marketing Accounting 30 Sales IT Manufacturing 25 Shipping Quality Assurance Administration

9 VALUE EXCELLENT F ar exceeds expectatio ns in mo st aspects. 4 Employee Name: Billy Bob SATISFACTORY M eets the expected perfo rmance levels 3 POOR D o es no t meet perfo rmance levels 2 Month: UNSATISFACTORY F ails to fulfill respo nsibilities. 1 MAJOR OBJECTIVES WEIGHT MEASUREMENT CRITERIA INFORMATION SOURCE RESULTS RATING Productivity 25% 0.0 Contacts offered vs Handled Tickets closed s handled vs closed Efficiency 25% 0.0 Average Talk Time Average Hold Average ACW Aveage Handle Time Utilization 25% 0.0 Attendance Availability/AUX OCC% RONA or Requeue Calls Schedule Adherence Effectiveness 25% 0.0 Quality Scores FCR Custome Satisfacation Scores INDIVIDUAL BEHAVIORAL 20% 0.0 MEASURES Customer Focus > Takes ownership of customer problems and fulfills commitments. > Displays professional conduct, provides Customer Feedback 50% prompt and reliable service to internal and external customers at all times. > Demonstrates customer focus, utilizing appropriate techniques to ensure each interaction is Customer Feedback Team Play > Demonstrates Teamwork through remaining flexible and 25% willing to do what's necessary to service the customer. > Adaptability > Demonstrates effective time management and resource skills. > Identifies and communicates opportunities to 25% improve workflow. > Remains calm and non-defensive in problem situations. Total 70% TOTAL RATING 0.0 CSP Comments: Excellent Performance = >3.5 Satisfactory Performance = >2.5 Poor Performance = >1.5 Unsatisfactory Performance = <1.5 MONTHLY GOAL:

10 Thank you for attending this session. Please don t forget to complete a session evaluation!

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