Understanding the Balanced

Transcription

1 Understanding the Balanced IT is not the core competency Geographically distributed environment Grant driven technology decisions Spending is focused on saving lives not IT requirements Scorecard: 1) ACHIEVEMENT Dispair.com 2) The Balanced Scorecard-Measures that Drive Performance, Robert Kaplan and David Norton, Harvard Business Review, January, ) The Support Center s Balanced Scorecard Service Model, Ron Muns, Mark Ellis, December, ) ITIL is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government and Commerce, and is Registered in the U.S. Patent and Trademark Office, and is used here by Propoint Solutions, Inc. under license from and with the permission of OGC. HIPAA

2 Agenda The Balanced Score Card The Support Center BSC Service Model Let s Get Practical Metrics Dashboards Vision Empower Your People Continuous Improvement

3 Introductions First HDI Conference? Number of Service Desk staff? Managers? Service Catalog? SLA s? Current Metrics Maturity?

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5 Balanced Metrics Cheaper Better Faster

6 The Balanced Scorecard 1 Financial Customer Business Processes Learning and Growth Robert Kaplan and David Norton, Harvard Business Review

7 The Balanced Scorecard Financial Cash Flow ROI Financial Result Return on Capital Return on Equity

8 The Balanced Scorecard Customer Delivery Performance by Date Delivery Performance by Quantity Customer Satisfaction Rate Customer Retention

9 The Balanced Scorecard Internal Business Processes Number of Activities Opportunity Success Rate Accident Ratios Defect Rates

10 The Balanced Scorecard Learning and Growth Investment Rate Illness Rate Internal Promotions % Employee Turnover Gender/Racial Ratios

11 Support Center Balanced Scorecard 2 Customer Employee Cost / Productivity Organizational Maturity The Support Center s Balanced Scorecard Service Model, Ron Muns, Mark Ellis

12 Support Center BCS Goals Customer Average Speed to Answer First Call Resolution First Contact Resolution Loyalty Performance to SLA Employee Turnover Rate Absentee Rate Time to Proficiency Knowledge Base Contributions Cost / Productivity Cost Per Incident Cost Per Customer # Customers per FTE Staff Utilization Organizational Maturity Time to Fill Knowledge Gaps Days to Proficiency Process Formalization Support Center Certification

13 From Vision to Metrics Vision We will become the IT service provider of choice Goals and Objectives Our service will meet business defined SLAs Critical Success Factors Resolve Incidents Quickly Key Performance Indicators Reduction in time to respond to a call Metric Reduce Service Desk ATA during business hours

14 Metrics stop bowling in the dark

15 Metrics Metrics that matter Specific Measurable Time phased with tactics

16 Metrics Easy to interpret Current and accessible Discussed regularly Revised regularly Team & Individual

17 Customer Surveys That Support Metrics Identify the key services you are providing Then Ask: How important is each service? How satisfied are you with each service? GAP Analysis & Plan

18 Dashboard Metrics Specific tied to tactics Measurable Time Phased - quarterly Team Individual Easy to interpret Revised regularly

19 Dashboard Metrics Specific tied to tactics Measurable Time Phased - quarterly Team Individual Easy to interpret Revised regularly

20 Dashboard Metrics Specific tied to tactics Measurable Time Phased - quarterly Team Individual Easy to interpret Revised regularly

21 Trending Data Q1 Q2 Q3 Q4 Actual 64% 69% 71% Goal 65% 68% 72% 75% World Class 78% 78% 78% 78% Tactics SBR HDA Cert KCS Hire level 2 Team Building Go 2 Assyst App training HDM Cert First Call Resolution 80% 75% 70% 65% Actual Goal World Class 60% Q1 Q2 Q3 Q4

22 Share the Vision Cutting Stones? Building a Temple!

23 Empower People! By the year 2013, we will have a supercomputer with the processing capability of a human brain. Ray Kurzweil

24 Continuous Improvement Continuous Improvement Where do we want to be? Where are we now? How do we get where we want to be? How do we know we have arrived? Vision and business objectives Assessments Process improvement or re-engineering Metrics & Measurements 4) ITIL

25 Resources Books ITIL Planning to Implement Service Management ISBN Implementing Service and Support Management Processes: A Practical Guide ISBN Training HDI Certifications Consulting Tools Support Organizations HDI ITIM HDI Implementing ITIL Forum

26 Insanity "Doing the same thing over and over again and expecting different results - Einstein

27 QUESTIONS? More Questions? Jim Bolton