Ale Bathtub Broadcast Slides Only

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Its not what you think but how you think.
Traditional Silo measurement vs. End to End measurement
Measuring purpose
How you think determines what you measure.
If you measure your business using averages, you will get an average business.

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Ale Bathtub Broadcast Slides Only

  1. 1. Sense and Respond: The Journey to Customer Purpose ‘Its not what you think, Stephen Parry, Susan Barlow and Mike Faulkner. but how you think that matters’ What you measure demonstrates how you think Stephen Parry Founder of See Business Differently. Faculty Member of the Lean Enterprise Institute. Linkedin www.leanvoices.com blog Twitter @Leanvoices stephen.parry@seebusinessdifferently.com© Copyright Stephen Parry 2011 all rights reserved. .
  2. 2. What is wrong with the traditional measurement approach?© Copyright Stephen Parry 2011 all rights reserved.
  3. 3. Traditional approach: Feasible parts creating an infeasible whole. Functional units F1 F2 F3 F4 Fn Independent Its not unusual S1 S2 S3 S4 Sn Solutions to have thirty Designed to or more Meet functional solutions lining Targets and up for attention Goals. Throughput process© Copyright Stephen Parry 2011 all rights reserved.
  4. 4. Traditional approach: Feasible parts creating an infeasible whole. Functional units F1 F2 F3 F4 Fn Independent Its not unusual S1 S2 S3 S4 Sn Solutions to have thirty Designed to or more Meet functional solutions lining Targets and up for attention Goals. Improved Customer Experience ?© Copyright Stephen Parry 2011 all rights reserved.
  5. 5. Measurement Matrix© Copyright Stephen Parry 2011 all rights reserved.
  6. 6. Does the customer experience the average ? 80% 85% 90% 95% 100%© Copyright Stephen Parry 2011 all rights reserved.
  7. 7. You’ll not find many measures in this zone. End to End If you measure your business using averages, you will get an average business Functional No Matters to Customers Yes© Copyright Stephen Parry 2011 all rights reserved.
  8. 8. Some Recommended ITIL Measures You’ll not find many measures in this zone. Mean time End to End to process by priority level Average IT Availability Time % resolved within Customer Target priority MTP Satisfaction ? Depends No. Calls Exceed If you measure your SLA Av time for 2nd business using Calls/ Agent level to respond /Day % of Calls averages, you will get an Convt to Tickets No. calls without Esc/agent average business % Incorrectly Functional Av Time assigned % Incorrectly Call Answr Categorised % Incidents Agent Re-assigned Utilisation % Calls Bypass 1st Line Av Time to First resolve Time % of calls that are Fix Average Service Requests Handle Time No Matters to Customers Yes© Copyright Stephen Parry 2011 all rights reserved.
  9. 9. Measurement before and after changing thinking 8
  10. 10. Application Development and Deployment.Application Team Measures Users Measures 9
  11. 11. Oh! the pain!- the pain! 10
  12. 12. Which mind-set is open to change…? 11
  13. 13. Sense and Respond: The Journey to Customer Purpose ‘Its not what you think, Stephen Parry, Susan Barlow and Mike Faulkner. but how you think that matters’ What you measure demonstrates how you think Stephen Parry Founder of See Business Differently. Faculty Member of the Lean Enterprise Institute. Linkedin www.leanvoices.com blog Twitter @Leanvoices stephen.parry@seebusinessdifferently.com© Copyright Stephen Parry 2011 all rights reserved. .

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