Performance Measures & Metrics for a... "Partners of Choice" By Murtaza Poonawalla Associate Vice President – Business Excellence Vodafone Shared services

1. Performance Measures & Metrics
for a…
“Partner of Choice”
White Paper v2.0
By:
Murtaza Poonawala (AVP & Head Business Excellence, Vodafone Shared Services)

2. Introduction…
Continuous Improvement
Create Value
Considered as “Partner of Choice”
Metric is a measure of performance vis-à-vis customer expectations

3. Value is defined as giving the Customer what he
wants…
A Partner of Choice will give a customer
what he wants…before he wants it
- Murtaza Poonawala

4. Prioritise
Standardise
Improve
Govern
o KPI’s that focus on what matters
o Eliminate non value adding metrics and supplement with leading practice
KPIs
o Concentrate leadership attention on a limited number of key performance
indicators
o Create a metric hierarchy that enables drill down from top level KPIs to the
detailed process metricso One version of the truth
o Consistent definition and calculation of metrics across Centres / Verticals
o One size does not fit all – targets must be meaningful for what is being
measured
o Comparability across Centres and a standard approach to root cause
analysiso A balanced set of metrics to drive continuous improvement
o Focus on the root causes and underlying drivers of performance
o Meaningful targets promoting appropriate behaviours
o SLAs define the minimum performance level and stretch targets
drive continuous improvement
o Clearly defined roles and responsibilities, including clear metric
ownership
o Single points of accountability for performance management
o Organisation structures, processes and rules to govern changes to
metric requirements
o Establish a rhythm of performance meetings, which are exception
focused and agenda driven
Metric Objectives & Outcomes

5. Winning
MPIs
OPIs – Current State
Performance must be measured comprehensively
and consistently across a number of dimensions:
CXO View
Vertical / Center Head View
Mid –Management View
SPIs
Metrics need to be prioritised and made available to
different user groups, based on their roles in the
performance management process:
Design PrinciplesIT
CustomerOperations
Enterprise
Network
SupplyChain
HR
Finance
Commercial&Telesales
BI
Support
Verticals
Stakeholder centric metric hierarchy3 Dimensional Performance Measures

6. 6
o Indicates progress towards a specific organisation goal
o Measures critical success factors of the organisation
o Limited in number / must have metrics
o Usually reported monthly/quarterly
o Usually the focus of the most senior levels in the
organisation
o Measures end to end process productivity and/or service
quality
o Typically the rate or level of an activity
o May be used to drive capacity planning decisions
o Usually reported weekly/monthly
o Usually the focus of management levels in the organisation
o Measures sub-process productivity and/or service quality
o Typically the rate or level of an activity
o May be used to optimise a process or activity
o Usually reported daily/weekly
o Usually the focus of individual process owners
Strategic
Management
Operational
Head of Shared Services
Global Process Leads
Centre CEOs
Heads of Verticals
Centre CEOs
Heads of Verticals
Process / Service Owners
Process / Service Owners
Sub Process Owners
Front line staff
Performance Indicators
High Level Classification Criteria

7. Target Setting
Do your dashboards currently depict a “sea of green”:
-4 -2 0 2 4
Top
Quartile
Bottom
Quartile
50%
25%25%
Normal distribution showing historic performance of a given metric
Current
Target
Current
Min
Monthly performance
shown as green to the
right of target
Top quartile
performance for most
metrics is far higher
than target
1 2
1
2
Stretch
Min
Stretch
Min
Current Count Percentage
Green 136 95.10%
Amber 4 2.80%
Red 3 2.10%
Proposed Count Percentage
Green 60 41.96%
Amber 56 39.16%
Red 27 18.88%
Current
Re-model historic performance using a statistical approach
Proposed
Recommendation: remodel minimum and stretch targets annually

8. Dashboard Example
Front – End
First screen shows the main strategic
indicators

9. Drill-down Features
First level
drill down
shows
timeframe
comparison
to other
parameters

10. Trend Analysis, CAPA
Second drill
down shows 90
day trends and
gaps

11. Dashboard Example
History is maintained
and is searchable
Adding automated
and manual insights

12. Interactivity
Share comments via
email
Collaborate via
adding
connotations, text ,
voice

13. Thank You