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. Session 206: Performance Dashboards: The University of Miami Approach
- 2. UniversityofMiamiUniversityofMiami Eddie Vidal • HDI & Fusion Track Chair • HDI & Fusion Conference Speaker • HDI Strategic & Member Advisory Board • HDI Southeast Regional Director • President of South Florida HDI Local Chapter • Published in Support World Magazine • HDI Support Center Manager Certified • ITIL V3 Foundation & OSA Certified Manager, Medical IT Service Desk evidal@miami.edu eddie_vidal@yahoo.com 305-439-9240 2 @eddievidal http://www.linkedin.com/in/eddievidal
- 3. UniversityofMiamiUniversityofMiami Objectives • UM Approach – Keeping it simple • Useful information – Why it’s important to use metrics. • Obtain Buy-in • Create Professional Development Program 3
- 4. UniversityofMiamiUniversityofMiami Setting Expectations • Do we know what is expected of us? • If you knew, would you do your job better? • If you knew the results of your work? – Know your strengths – Work on weaknesses • Praise, Praise, Praise 4
- 5. UniversityofMiamiUniversityofMiami UM Approach – Why? • Recognize top performers • To demonstrate management cares • Our goal is to achieve better morale, fair treatment to each team member and obtain consistent performance on a daily basis 5
- 6. UniversityofMiamiUniversityofMiami UM Approach – Why? • Specify required performance levels • Track individual and team performance • Plan for head count • Allocate resources • Justification for promotions and salary increases 6
- 7. UniversityofMiamiUniversityofMiami UM Approach • Researched best practices, contacted ITSM peers and used HDI Focus Books, HDI Research Corner • Several Revisions • Involved and Gained Acceptance from Team • Obtained buy-in from Management 7
- 8. UniversityofMiamiUniversityofMiami Acceptance As a team member of the IT Support Center I have participated, provided feedback and helped develop the measurements used for our annual review and recognition plan. I, hereby, acknowledge that I have read and understand the IT Support Center Measurement procedures. By signing, I acknowledge and agree to the criteria by which I will be measured and understand what is expected of me. _________________ ____________________ Employee Signature Print Name _________________ ____________________ Authorized Signature Print Name _________________ _____________________ Date Date 8
- 9. UniversityofMiamiUniversityofMiami Service Desk Analyst Employee of the Month Spotlight on Success • Reward • Must reach score of 90% or higher • One employee eligible per calendar month* *If we have a tie, the employee entering the most Service Requests and Incidents will be the winner. 9
- 10. UniversityofMiamiUniversityofMiami UM Tools • Service Desk ACD – Nortel/Symposium • Incident Management System – Compco by MySoft • Reports - Crystal and Excel • Database Administrator 10
- 11. Year Phone Calls Incidents Service Requests 1 26,344 9,830 5,044 2 35,922 15,008 5,339 3 40,719 25,447 6,076 4 40,270 27,791 5,832 11
- 12. UniversityofMiamiUniversityofMiami What 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 Tracking Accuracy 15% 12
- 13. UniversityofMiamiUniversityofMiami Metrics – Call Tracking • Percent of incidents entered based on total calls answered – Example: 75 incidents entered / 100 calls received = 75% • Weight 15% • Goal 70% – 70% or higher 15 points – 50% to 69%, 12 points 13
- 14. UniversityofMiamiUniversityofMiami Why Do We Track Incidents? • To build a repository to identify customer training and education needs • Ability to build self-help solutions to allow customers to resolve many issues with less impact on the support staff – Level 0 support • Leads to Problem, Change, Knowledge and Release Management? 14
- 15. UniversityofMiamiUniversityofMiami Service Requests/Incident Accuracy • Weight 15% • Goal 95% accuracy • Criteria used for grading • Location • Location • Location 15
- 16. UniversityofMiamiUniversityofMiami Service Request/Incident Tracking Accuracy • Has the customer been contacted with in 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
- 18. UniversityofMiamiUniversityofMiami University of Miami Approach - Scoring • Subjective – Maybe – Not sure – Hmm – I think so • Objective – Yes – No 18
- 19. UniversityofMiamiUniversityofMiami Percent of Calls Answered • Are users calling published number? • Do you have one Analyst answering most of the calls? Percent of Service Requests Entered 19
- 20. UniversityofMiamiUniversityofMiami Percent of Workload 20 Agent 1 Agent 2 Agent 3 Agent 4 Agent 5 Total Answered 7703 6919 7347 5439 8808 Trouble Tix Entered 5120 4682 4514 5176 6268 0 1000 2000 3000 4000 5000 6000 7000 8000 9000 10000 Total Calls Answered and Trouble Tickets Entered
- 21. UniversityofMiamiUniversityofMiami First Call Resolution (FCR) • Percentage of incidents resolved on the initial contact with the customer • Used to measure the knowledge and skill level of the analyst • Weight 10% • Telecom Goals: 60% 21
- 22. UniversityofMiamiUniversityofMiami Percent Available Time • Percentage of total time the analyst has been available to take incoming or make outgoing calls • Talk time (ACD + DN) + Waiting time – Not Ready time = % Available • Weight 10% • Goal: 6 hours 30 minutes of time logged in to the ACD 22
- 23. UniversityofMiamiUniversityofMiami Average Talk Time • Average talk time per analyst • Average time an analyst spends talking to a customer on each call • Used to determine staffing and training needs • Weight 10% • Goal 5 minutes • 5 minutes or less 10 points • 5 minutes or over 0 points 23
- 24. UniversityofMiamiUniversityofMiami Call Monitoring In order to improve the customer experience, evaluation of calls are reviewed and graded 24
- 25. UniversityofMiamiUniversityofMiami Four Part Scoring • Greeting the customer • Key points during the call • Ending the call • Behavioral Questions 25
- 27. UniversityofMiamiUniversityofMiami Bonus Points • Knowledge Database Document Contribution • Training, ULearn • Seminars attended • Must return and present to the team what you learned from the seminar and how it can be applied to the job or team • Presentations to the Team (SME) • Unsolicited Customer Commendations 27
- 28. UniversityofMiamiUniversityofMiami Additional Performance Appraisal 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, VoIP 28
- 30. UniversityofMiamiUniversityofMiami Customer Surveys I am satisfied with…. 1. The courtesy of the support representative? 2. The technical skills/knowledge of the support representative? 3. The timeliness of the service provided? 4. The quality of the service provided? 5. The overall service experience? 30
- 31. UniversityofMiamiUniversityofMiami Customer Surveys Overall Survey Results Start Date 6/4/12, Scores after 238 surveys 1/18/13 Customer Satisfaction with 1 (Very Dissatisfied) 2 Dissatisfied 3 Neutral 4 Satisfied 5 (Very Satisfied) Total Satisfaction (Combined 4/5 Percentage) The courtesy of the representative 1% 0% 3% 4% 91% 96% The technical skills/knowledge of the support representative? 1% 0% 3% 6% 89% 95% The timeliness of the service provided? 1% 3% 3% 5% 87% 92% The quality of the service provided? 1% 2% 3% 4% 90% 95% The overall service experience? 2% 1% 2% 8% 88% 95%
- 35. UniversityofMiamiUniversityofMiami Performance Dashboards • Who is your customer/audience? • What is the information requested? • How often do they want it? • What format? • How do they want to receive information? 35 5 Reasons Nobody Reads Your Reports - Plexent http://www.plexent.com/5-reasons-nobody-reads-IT-reports/
- 36. UniversityofMiamiUniversityofMiami Dashboards – My Audience 36
- 37. UniversityofMiamiUniversityofMiami Emails Phone Tickets Requests Received Sent Offered Answered Abandoned Abandoned Rate Opened Closed Opened Closed ITES Jan 365 0 775 564 145 19% 893 894 0 0 Feb 58 0 581 411 133 23% 162 155 0 0 Mar 134 0 536 447 73 14% 282 296 0 0 Apr 503 0 657 467 154 23% 1061 1129 0 0 May 805 0 569 465 80 14% 1357 1396 3 2 Jun 525 0 659 524 103 16% 1318 1269 2 1 Jul 617 0 545 463 65 12% 1257 1250 8 11 Aug 588 0 594 500 83 14% 1055 995 318 365 Sep 423 0 396 328 61 15% 275 272 575 611 Oct 447 0 365 258 87 24% 287 285 762 717 Nov 360 0 332 216 90 27% 214 213 613 595 Dec 552 0 233 194 29 12% 851 849 426 426 Grand Total 5377 0 6242 4837 1103 18% 9012 9003 2707 2728 USS Metrics Dashboard Information Requested
- 38. UniversityofMiamiUniversityofMiami Channel Tracking January February March April May June July August Septemb er October Novembe r Decembe r Calls Offered 695 550 517 644 544 632 532 561 373 345 311 226 Calls Answered 506 392 431 459 445 505 452 472 307 246 207 188 Email 304 50 120 313 525 289 408 329 286 244 225 352 Work Orders 0 0 0 0 2 0 3 240 501 436 377 295 Trouble Tickets 809 138 278 799 943 803 850 630 125 143 96 647 0 100 200 300 400 500 600 700 800 900 1000
- 39. UniversityofMiamiUniversityofMiami Trending Year-to-Year Jan Feb Mar Apr May Jun Jul Aug Sept Oct Nov Dec Year 1 3745 3484 3365 4254 2522 4344 2955 2263 Year 2 3536 3222 3208 3464 2967 3347 3575 4128 3908 3692 2640 2583 Year 3 2970 2476 2619 2637 2714 3332 3707 4595 4504 4406 3141 2848 0 500 1000 1500 2000 2500 3000 3500 4000 4500 5000 Numberofcalls Total Calls for Year 1, 2 & 3
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- 41. UniversityofMiamiUniversityofMiami Three Takeaways UM Approach – Keeping it simple Useful information – Why it’s important to use metrics. What we have gained – can you apply it to your job? 41
- 42. Thank You for Attending Contact Information Eddie Vidal 305-439-9240 eddie_vidal@yahoo.com evidal@miami.edu @eddievidal http://www.linkedin.com/in/eddievidal Please Complete the Session Evaluation