Session 206: Performance Dashboards:The University of Miami Approach
UniversityofMiamiUniversityofMiamiEddie Vidal• HDI & Fusion Track Chair• HDI & Fusion Conference Speaker• HDI Strategic & ...
UniversityofMiamiUniversityofMiamiObjectives• UM Approach – Keeping it simple• Useful information – Why it’s importantto u...
UniversityofMiamiUniversityofMiamiSetting Expectations• Do we know what is expected of us?• If you knew, would you do your...
UniversityofMiamiUniversityofMiamiUM Approach – Why?• Recognize top performers• To demonstrate management cares• Our goal ...
UniversityofMiamiUniversityofMiamiUM Approach – Why?• Specify required performance levels• Track individual and team perfo...
UniversityofMiamiUniversityofMiamiUM Approach• Researched best practices, contactedITSM peers and used HDI Focus Books,HDI...
UniversityofMiamiUniversityofMiamiAcceptanceAs a team member of the IT Support Center I haveparticipated, provided feedbac...
UniversityofMiamiUniversityofMiamiService Desk Analyst Employee of theMonth Spotlight on Success• Reward• Must reach score...
UniversityofMiamiUniversityofMiamiUM Tools• Service Desk ACD – Nortel/Symposium• Incident Management System – Compcoby MyS...
Year Phone Calls IncidentsServiceRequests1 26,344 9,830 5,0442 35,922 15,008 5,3393 40,719 25,447 6,0764 40,270 27,791 5,8...
UniversityofMiamiUniversityofMiamiWhat is Measured?1. Call Monitoring 15%2. Incident Tracking 15%3. Average Talk Time 10%4...
UniversityofMiamiUniversityofMiamiMetrics – Call Tracking• Percent of incidentsentered based on totalcalls answered– Examp...
UniversityofMiamiUniversityofMiamiWhy Do We Track Incidents?• To build a repository to identifycustomer training and educa...
UniversityofMiamiUniversityofMiamiService Requests/Incident Accuracy• Weight 15%• Goal 95% accuracy• Criteria used for gra...
UniversityofMiamiUniversityofMiamiService Request/Incident TrackingAccuracy• Has the customer been contacted within 24 hou...
UniversityofMiamiUniversityofMiamiTicket Evaluation Template17
UniversityofMiamiUniversityofMiamiUniversity of Miami Approach - Scoring• Subjective– Maybe– Not sure– Hmm– I think so• Ob...
UniversityofMiamiUniversityofMiamiPercent of CallsAnswered• Are users callingpublished number?• Do you have oneAnalyst ans...
UniversityofMiamiUniversityofMiamiPercent of Workload20Agent 1 Agent 2 Agent 3 Agent 4 Agent 5Total Answered 7703 6919 734...
UniversityofMiamiUniversityofMiamiFirst Call Resolution (FCR)• Percentage of incidents resolvedon the initial contact with...
UniversityofMiamiUniversityofMiamiPercent Available Time• Percentage of total time the analysthas been available to take i...
UniversityofMiamiUniversityofMiamiAverage Talk Time• Average talk time per analyst• Average time an analyst spends talking...
UniversityofMiamiUniversityofMiamiCall MonitoringIn order to improve the customerexperience, evaluation of calls arereview...
UniversityofMiamiUniversityofMiamiFour Part Scoring• Greeting the customer• Key points during the call• Ending the call• B...
UniversityofMiamiUniversityofMiami26
UniversityofMiamiUniversityofMiamiBonus Points• Knowledge Database Document Contribution• Training, ULearn• Seminars atten...
UniversityofMiamiUniversityofMiamiAdditional PerformanceAppraisal Requirements• Professional Development• 20 hours of clas...
UniversityofMiamiUniversityofMiami
UniversityofMiamiUniversityofMiamiCustomer SurveysI am satisfied with….1. The courtesy of the supportrepresentative?2. The...
UniversityofMiamiUniversityofMiamiCustomer SurveysOverall Survey Results Start Date 6/4/12, Scores after 238 surveys 1/18/...
UniversityofMiamiUniversityofMiami32
UniversityofMiamiUniversityofMiami33
UniversityofMiamiUniversityofMiami34
UniversityofMiamiUniversityofMiamiPerformance Dashboards• Who is your customer/audience?• What is the information requeste...
UniversityofMiamiUniversityofMiamiDashboards – My Audience36
UniversityofMiamiUniversityofMiamiEmails Phone Tickets RequestsReceived Sent Offered Answered AbandonedAbandonedRate Opene...
UniversityofMiamiUniversityofMiamiChannel TrackingJanuary February March April May June July AugustSeptemberOctoberNovembe...
UniversityofMiamiUniversityofMiamiTrending Year-to-YearJan Feb Mar Apr May Jun Jul Aug Sept Oct Nov DecYear 1 3745 3484 33...
40
UniversityofMiamiUniversityofMiamiThree Takeaways UM Approach – Keeping it simple Useful information – Why it’simportant...
Thank You for AttendingContact InformationEddie Vidal305-439-9240eddie_vidal@yahoo.comevidal@miami.edu@eddievidalhttp://ww...
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2013 HDI Session 206: Performance Dashboards The University of Miami Approach

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Session 206: Performance Dashboards: The University of Miami Approach
Wednesday, April 17 at 11:30 AM

Measurement is important because it puts vague concepts in context; it is simply not enough to say you want to deliver quality service—you must define it before you can know if you’re succeeding. In this session, Eddie Vidal will introduce the tools and templates you’ll need to grade and rank your service desk analysts in eight different categories (based on the same program he implemented at the University of Miami). Since all of these numbers and measurements will get you nowhere without the buy-in and contribution of the analysts you are measuring, Eddie will walk attendees through the steps he followed to gain that buy-in, and provide you with a starting point for implementing analyst dashboards in your organization and improving the quality of service you provide to your customers.

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2013 HDI Session 206: Performance Dashboards The University of Miami Approach

  1. 1. Session 206: Performance Dashboards:The University of Miami Approach
  2. 2. UniversityofMiamiUniversityofMiamiEddie Vidal• HDI & Fusion Track Chair• HDI & Fusion Conference Speaker• HDI Strategic & Member AdvisoryBoard• HDI Southeast Regional Director• President of South Florida HDI LocalChapter• Published in Support WorldMagazine• HDI Support Center ManagerCertified• ITIL V3 Foundation & OSA CertifiedManager, Medical IT Service Deskevidal@miami.edueddie_vidal@yahoo.com305-439-9240 2@eddievidalhttp://www.linkedin.com/in/eddievidal
  3. 3. UniversityofMiamiUniversityofMiamiObjectives• UM Approach – Keeping it simple• Useful information – Why it’s importantto use metrics.• Obtain Buy-in• Create Professional DevelopmentProgram3
  4. 4. UniversityofMiamiUniversityofMiamiSetting Expectations• Do we know what is expected of us?• If you knew, would you do your jobbetter?• If you knew the results of your work?– Know your strengths– Work on weaknesses• Praise, Praise, Praise4
  5. 5. UniversityofMiamiUniversityofMiamiUM Approach – Why?• Recognize top performers• To demonstrate management cares• Our goal is to achieve better morale, fairtreatment to each team member andobtain consistent performance on adaily basis5
  6. 6. UniversityofMiamiUniversityofMiamiUM Approach – Why?• Specify required performance levels• Track individual and team performance• Plan for head count• Allocate resources• Justification for promotions and salaryincreases6
  7. 7. UniversityofMiamiUniversityofMiamiUM Approach• Researched best practices, contactedITSM peers and used HDI Focus Books,HDI Research Corner• Several Revisions• Involved and Gained Acceptance fromTeam• Obtained buy-in from Management7
  8. 8. UniversityofMiamiUniversityofMiamiAcceptanceAs a team member of the IT Support Center I haveparticipated, provided feedback and helped develop themeasurements used for our annual review and recognitionplan. I, hereby, acknowledge that I have read and understandthe IT Support Center Measurement procedures. By signing, Iacknowledge and agree to the criteria by which I will bemeasured and understand what is expected of me._________________ ____________________Employee Signature Print Name_________________ ____________________Authorized Signature Print Name_________________ _____________________Date Date8
  9. 9. UniversityofMiamiUniversityofMiamiService Desk Analyst Employee of theMonth Spotlight on Success• Reward• Must reach scoreof 90% or higher• One employeeeligible percalendar month**If we have a tie, the employeeentering the most ServiceRequests and Incidents will bethe winner.9
  10. 10. UniversityofMiamiUniversityofMiamiUM Tools• Service Desk ACD – Nortel/Symposium• Incident Management System – Compcoby MySoft• Reports - Crystal and Excel• Database Administrator10
  11. 11. Year Phone Calls IncidentsServiceRequests1 26,344 9,830 5,0442 35,922 15,008 5,3393 40,719 25,447 6,0764 40,270 27,791 5,83211
  12. 12. UniversityofMiamiUniversityofMiamiWhat is Measured?1. Call Monitoring 15%2. Incident Tracking 15%3. Average Talk Time 10%4. Percent Available/Logged in Time 10%5. First Call Resolution 10%6. Percent of Service Requests Entered 15%7. Percent of Team Calls Answered 10%8. Service Request/Incident TrackingAccuracy 15%12
  13. 13. UniversityofMiamiUniversityofMiamiMetrics – Call Tracking• Percent of incidentsentered based on totalcalls answered– Example: 75 incidentsentered / 100 callsreceived = 75%• Weight 15%• Goal 70%– 70% or higher 15 points– 50% to 69%, 12 points13
  14. 14. UniversityofMiamiUniversityofMiamiWhy Do We Track Incidents?• To build a repository to identifycustomer training and education needs• Ability to build self-help solutions toallow customers to resolve many issueswith less impact on the support staff –Level 0 support• Leads to Problem, Change, Knowledgeand Release Management?14
  15. 15. UniversityofMiamiUniversityofMiamiService Requests/Incident Accuracy• Weight 15%• Goal 95% accuracy• Criteria used for grading• Location• Location• Location15
  16. 16. UniversityofMiamiUniversityofMiamiService Request/Incident TrackingAccuracy• Has the customer been contacted within 24 hours?• Are diary entries user friendly?– Does the customer understand it?• Was the customer kept in the loop?• Was customer sign-off obtained?16
  17. 17. UniversityofMiamiUniversityofMiamiTicket Evaluation Template17
  18. 18. UniversityofMiamiUniversityofMiamiUniversity of Miami Approach - Scoring• Subjective– Maybe– Not sure– Hmm– I think so• Objective– Yes– No18
  19. 19. UniversityofMiamiUniversityofMiamiPercent of CallsAnswered• Are users callingpublished number?• Do you have oneAnalyst answering mostof the calls?Percent of ServiceRequests Entered19
  20. 20. UniversityofMiamiUniversityofMiamiPercent of Workload20Agent 1 Agent 2 Agent 3 Agent 4 Agent 5Total Answered 7703 6919 7347 5439 8808Trouble Tix Entered 5120 4682 4514 5176 6268010002000300040005000600070008000900010000Total Calls Answered and Trouble Tickets Entered
  21. 21. UniversityofMiamiUniversityofMiamiFirst Call Resolution (FCR)• Percentage of incidents resolvedon the initial contact with thecustomer• Used to measure the knowledgeand skill level of the analyst• Weight 10%• Telecom Goals: 60%21
  22. 22. UniversityofMiamiUniversityofMiamiPercent Available Time• Percentage of total time the analysthas been available to take incoming ormake outgoing calls• Talk time (ACD + DN) + Waiting time –Not Ready time = % Available• Weight 10%• Goal: 6 hours 30 minutes of timelogged in to the ACD22
  23. 23. UniversityofMiamiUniversityofMiamiAverage Talk Time• Average talk time per analyst• Average time an analyst spends talking toa customer on each call• Used to determine staffing and trainingneeds• Weight 10%• Goal 5 minutes• 5 minutes or less 10 points• 5 minutes or over 0 points23
  24. 24. UniversityofMiamiUniversityofMiamiCall MonitoringIn order to improve the customerexperience, evaluation of calls arereviewed and graded24
  25. 25. UniversityofMiamiUniversityofMiamiFour Part Scoring• Greeting the customer• Key points during the call• Ending the call• Behavioral Questions25
  26. 26. UniversityofMiamiUniversityofMiami26
  27. 27. UniversityofMiamiUniversityofMiamiBonus Points• Knowledge Database Document Contribution• Training, ULearn• Seminars attended• Must return and present to the team whatyou learned from the seminar and how itcan be applied to the job or team• Presentations to the Team (SME)• Unsolicited Customer Commendations27
  28. 28. UniversityofMiamiUniversityofMiamiAdditional PerformanceAppraisal Requirements• Professional Development• 20 hours of class time per calendar year:• PDTO CBL• Conflict Resolution in Everyday Life,Customer Service for the Professional,Setting Personal Goals• Certification once per year• Microsoft Certified Desktop Support Technician(MCDST)• Microsoft Certifications for IT Professionals• A+, Network +, Security +, ITIL, VoIP28
  29. 29. UniversityofMiamiUniversityofMiami
  30. 30. UniversityofMiamiUniversityofMiamiCustomer SurveysI am satisfied with….1. The courtesy of the supportrepresentative?2. The technical skills/knowledge of thesupport representative?3. The timeliness of the service provided?4. The quality of the service provided?5. The overall service experience?30
  31. 31. UniversityofMiamiUniversityofMiamiCustomer SurveysOverall Survey Results Start Date 6/4/12, Scores after 238 surveys 1/18/13Customer Satisfaction with1 (VeryDissatisfied)2Dissatisfied3Neutral4Satisfied5 (VerySatisfied)TotalSatisfaction(Combined4/5Percentage)The courtesy of the representative 1% 0% 3% 4% 91% 96%The technical skills/knowledge ofthe support representative? 1% 0% 3% 6% 89% 95%The timeliness of the serviceprovided? 1% 3% 3% 5% 87% 92%The quality of the serviceprovided? 1% 2% 3% 4% 90% 95%The overall service experience? 2% 1% 2% 8% 88% 95%
  32. 32. UniversityofMiamiUniversityofMiami32
  33. 33. UniversityofMiamiUniversityofMiami33
  34. 34. UniversityofMiamiUniversityofMiami34
  35. 35. UniversityofMiamiUniversityofMiamiPerformance Dashboards• Who is your customer/audience?• What is the information requested?• How often do they want it?• What format?• How do they want to receiveinformation?355 Reasons Nobody Reads Your Reports - Plexenthttp://www.plexent.com/5-reasons-nobody-reads-IT-reports/
  36. 36. UniversityofMiamiUniversityofMiamiDashboards – My Audience36
  37. 37. UniversityofMiamiUniversityofMiamiEmails Phone Tickets RequestsReceived Sent Offered Answered AbandonedAbandonedRate Opened Closed Opened ClosedITESJan 365 0 775 564 145 19% 893 894 0 0Feb 58 0 581 411 133 23% 162 155 0 0Mar 134 0 536 447 73 14% 282 296 0 0Apr 503 0 657 467 154 23% 1061 1129 0 0May 805 0 569 465 80 14% 1357 1396 3 2Jun 525 0 659 524 103 16% 1318 1269 2 1Jul 617 0 545 463 65 12% 1257 1250 8 11Aug 588 0 594 500 83 14% 1055 995 318 365Sep 423 0 396 328 61 15% 275 272 575 611Oct 447 0 365 258 87 24% 287 285 762 717Nov 360 0 332 216 90 27% 214 213 613 595Dec 552 0 233 194 29 12% 851 849 426 426Grand Total 5377 0 6242 4837 1103 18% 9012 9003 2707 2728USS Metrics DashboardInformation Requested
  38. 38. UniversityofMiamiUniversityofMiamiChannel TrackingJanuary February March April May June July AugustSeptemberOctoberNovemberDecemberCalls Offered 695 550 517 644 544 632 532 561 373 345 311 226Calls Answered 506 392 431 459 445 505 452 472 307 246 207 188Email 304 50 120 313 525 289 408 329 286 244 225 352Work Orders 0 0 0 0 2 0 3 240 501 436 377 295Trouble Tickets 809 138 278 799 943 803 850 630 125 143 96 64701002003004005006007008009001000
  39. 39. UniversityofMiamiUniversityofMiamiTrending Year-to-YearJan Feb Mar Apr May Jun Jul Aug Sept Oct Nov DecYear 1 3745 3484 3365 4254 2522 4344 2955 2263Year 2 3536 3222 3208 3464 2967 3347 3575 4128 3908 3692 2640 2583Year 3 2970 2476 2619 2637 2714 3332 3707 4595 4504 4406 3141 28480500100015002000250030003500400045005000NumberofcallsTotal Calls for Year 1, 2 & 3
  40. 40. 40
  41. 41. UniversityofMiamiUniversityofMiamiThree Takeaways UM Approach – Keeping it simple Useful information – Why it’simportant to use metrics. What we have gained – can you applyit to your job?41
  42. 42. Thank You for AttendingContact InformationEddie Vidal305-439-9240eddie_vidal@yahoo.comevidal@miami.edu@eddievidalhttp://www.linkedin.com/in/eddievidalPlease Complete theSession Evaluation

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