This document discusses metrics for knowledge management in the service industry. It recommends using the engagement ratio metric for team goals, as it measures article linkage over workload. For individuals, it suggests the participation rate and citation rate, as they reward both creation and usage of quality articles. The key advice is to never use article creation alone as a metric, as that can incentivize quantity over quality. A balanced set of metrics is needed to drive the right behaviors around both creating and using high quality knowledge over time.
You may use these steps after setting your strategy. Once you have identified your strategy and assigned resources aligned with your budget, you need the right governance to ensure delivery against plan. Use these to identify, measure, track, and report on KPIs. A KPI is a metric that is used to evaluate factors that are crucial to the success of an organization or initiative.
Nagios Conference 2014 - Jorge Higueros - Making KPIs Component Work For You ...Nagios
Jorge Higueros's presentation on Making KPIs Component Work For You With Nagios.
The presentation was given during the Nagios World Conference North America held Oct 13th - Oct 16th, 2014 in Saint Paul, MN. For more information on the conference (including photos and videos), visit: http://go.nagios.com/conference
More information:https://flevy.com/browse/flevypro/key-performance-indicator-kpi-strategies-part-2-4006
The 2018 Strategic Measurement Global Executive Study and Research Report showed that business leaders worldwide are struggling to strike a workable balance between tactical and strategic Key Performance Indicators (KPIs); operational and financial KPIs; and KPIs that effectively capture the moment while anticipating the future. This imbalance is a source of measurable dissatisfaction and concern as data for KPI improvements continues to increase.
In today's accelerating technological innovation, intensifying competitive pressure, and increasing customer expectations, business leaders are forced to rethink how they use KPIs to lead and manage the enterprise.
These trends--individually and collectively--have particular relevance to chief marketing officers and other marketing executives. They are increasingly finding themselves accountable for growth-oriented objectives. Hence, there is a need to explore new and novel KPIs for assessing growth. For the data-driven enterprises, KPI definition, development, and deployment will command the lion's share of leadership time and focus.
This framework provides organizations the strategic foundation towards effective use of KPIs as drivers of growth. There are 7 advanced KPI Strategies, which are powerful and persuasive mechanisms to enhancing revenue and customer satisfaction.
1. Use KPIs to Lead and Manage the Organization
2. Leverage KPIs to Align the Organization
3. Develop an Integrated, Holistic Customer View
4. Use KPIs for Machine Learning (ML)
5. Deep Dive into KPI Components
6. Share KPI Data
7. Adopt the Less-Is-More Mentality
This presentation focuses on the last 4 KPI Strategies.
Tomorrow's most important KPI arguments and debates will focus on how—and what—performances are truly key to the organization's future success. Being ahead makes a big difference.
This deck also includes slide templates for you to use in your own business presentations.
You may use these steps after setting your strategy. Once you have identified your strategy and assigned resources aligned with your budget, you need the right governance to ensure delivery against plan. Use these to identify, measure, track, and report on KPIs. A KPI is a metric that is used to evaluate factors that are crucial to the success of an organization or initiative.
Nagios Conference 2014 - Jorge Higueros - Making KPIs Component Work For You ...Nagios
Jorge Higueros's presentation on Making KPIs Component Work For You With Nagios.
The presentation was given during the Nagios World Conference North America held Oct 13th - Oct 16th, 2014 in Saint Paul, MN. For more information on the conference (including photos and videos), visit: http://go.nagios.com/conference
More information:https://flevy.com/browse/flevypro/key-performance-indicator-kpi-strategies-part-2-4006
The 2018 Strategic Measurement Global Executive Study and Research Report showed that business leaders worldwide are struggling to strike a workable balance between tactical and strategic Key Performance Indicators (KPIs); operational and financial KPIs; and KPIs that effectively capture the moment while anticipating the future. This imbalance is a source of measurable dissatisfaction and concern as data for KPI improvements continues to increase.
In today's accelerating technological innovation, intensifying competitive pressure, and increasing customer expectations, business leaders are forced to rethink how they use KPIs to lead and manage the enterprise.
These trends--individually and collectively--have particular relevance to chief marketing officers and other marketing executives. They are increasingly finding themselves accountable for growth-oriented objectives. Hence, there is a need to explore new and novel KPIs for assessing growth. For the data-driven enterprises, KPI definition, development, and deployment will command the lion's share of leadership time and focus.
This framework provides organizations the strategic foundation towards effective use of KPIs as drivers of growth. There are 7 advanced KPI Strategies, which are powerful and persuasive mechanisms to enhancing revenue and customer satisfaction.
1. Use KPIs to Lead and Manage the Organization
2. Leverage KPIs to Align the Organization
3. Develop an Integrated, Holistic Customer View
4. Use KPIs for Machine Learning (ML)
5. Deep Dive into KPI Components
6. Share KPI Data
7. Adopt the Less-Is-More Mentality
This presentation focuses on the last 4 KPI Strategies.
Tomorrow's most important KPI arguments and debates will focus on how—and what—performances are truly key to the organization's future success. Being ahead makes a big difference.
This deck also includes slide templates for you to use in your own business presentations.
Social media footprint: Developing KPI based on Word-of-MouseOsama Dukhan
This study uses content analysis to develop a key performance indicator based on customers’ word-of-mouse, collected randomly from three different social networking and user review sites. Using LIWC text-based analysis software, we conducted a content analysis of over 420 customers’ reviews and comments containing a reference to one of Nokia smartphones models. Our results show that each of Nokia smartphones models has a unique sentiment multi-dimensional profile. Thus, there are differences in customers’ attitudes toward Nokia products. Later, we based on this fact to build consumers’ attitudes index to measure Nokia’s performance from customers’ perspectives over time. Moreover, we go further by using this index to build an early warning system, which could lead Nokia to identify any potential improvements or even to predict potential future developments.
Social media footprint: Developing KPI based on Word-of-MouseOsama Dukhan
This study uses content analysis to develop a key performance indicator based on customers’ word-of-mouse, collected randomly from three different social networking and user review sites. Using LIWC text-based analysis software, we conducted a content analysis of over 420 customers’ reviews and comments containing a reference to one of Nokia smartphones models. Our results show that each of Nokia smartphones models has a unique sentiment multi-dimensional profile. Thus, there are differences in customers’ attitudes toward Nokia products. Later, we based on this fact to build consumers’ attitudes index to measure Nokia’s performance from customers’ perspectives over time. Moreover, we go further by using this index to build an early warning system, which could lead Nokia to identify any potential improvements or even to predict potential future developments.
Metrics that Wow! How Coremetrics Became the Customer Service Model of SuccessParature, from Microsoft
A customer-centric culture has never been more important to organizations than it is today, and the most successful customer service organizations have realized the criticality of the customer experience, as well as the need to make organizational changes to improve it.
But how do you facilitate an organizational shift? How do you recognize the need for change, develop a plan, determine customer & business impact, and get results? How do you achieve key support metrics such as?
:: Customer satisfaction improved to 90%
:: Agent responsiveness is up to 92%
:: Agent product knowledge grew to 91%
:: Customer loyalty jumped to 93%
This eye-opening webinar helps you to discover how organizations can reduce their cost to provide service while increasing customer satisfaction by investing in technology and implementing internal change.
Content prioritization: A method to inform what to tackle first so the user +...Sara Walsh
Learn a simple way to help you prioritize which content projects to work on first so that user needs -- and the content that supports them -- are considered in context of all your business objectives.
I originally presented this at the J. Boye Conference in Philadelphia May 2015; I co-presented it with Elizabeth Carpenter December 2015 at the Chicago Content Strategy Group.
In this file, you can ref useful information about performance appraisal model such as performance appraisal model methods, performance appraisal model tips
In this file, you can ref useful information about performance appraisal model such as performance appraisal model methods, performance appraisal model tips, performance appraisal model forms, performance appraisal model phrases … If you need more assistant for performance appraisal model, please leave your comment at the end of file.
Workforce diversity, historically, is associated with social and economic advancement movements for people of color that originated in America and has become a global initiative over the past 50 years. The critics of workforce diversity often cite Affirmative Action rhetoric and its associated workforce discrepancies against the majority culture.
However, more progressive and strategic thoughts about workforce diversity have evolved over the past 10 years to reflect on the organization value of diversity in the workplace and its ability to increase innovation, competitive advantage and speed to market for its early adopters.
This seminar will offer a qualitative assessment of workforce diversity and examine its business value to organizations that decide on a committed diversity initiative and execution plan.
What will seminar participants learn from this seminar? Seminar participants will:
a. explore qualitative relevant factors that provide insight into the value of workforce diversity to organizational business objectives.
b. learn how qualitative assessments provide insights into the interpretation of quantitative diversity metrics.
c. acquire understanding of the tactical and strategic value that quantitative and qualitative assessments provide organization that require business value indicators for the diversity programs and initiatives.
LAST Conference - The Mickey Mouse model of leadership for software delivery ...Nish Mahanty
Leading an agile team can be rewarding and also challenging. It is an opportunity to apply your leadership and vision, and to introduce those the ideas and behaviours that are important to you. One of the main benefits is the opportunity to grow and develop the careers of your teams, and to have an impact wider than your own individual technical skills.
It is also a challenge. Often the skills that got you the promotion, or new job, aren't the ones you need to be successful in the new role. If you are inheriting an existing team, they usually have work in-flight so it’s important to be up to speed with what the team is doing, and whether they are on track for meeting their (now your) objectives. Every team, company, and situation is different, with unique challenges so it is important that you quickly identify where to focus your energies.
I'll outline a framework (with themes and a checklist) for assessing the situation, and constructing a 30 day plan to set yourself, and the team, up for success:
Theme 1: Build the things right (The technical aspects of delivering quality solutions)
Theme 2. Build the right thing (validating the planned deliverables against the desired business outcomes)
Theme 3. Build the right Team (building a resilient, highly engaged, highly skilled team, who work well together and who can efficiently adjust to unforseen changes, whilst still delivering the outcomes)
I believe that a successful agile team achieves a conscious balance between these themes. If they aren't focussed on all three, then they are unlikely to be as successful as they could be.
Against these three themes I'll present and discuss a 6 point checklist that will help the new leader develop a 30 day plan:
1. Business objectives and environment – assess whether the team is doing productive work that aligns with the business needs.
2. Team – build a highly engaged, resilient team that understand their contribution to the larger business outcomes
3. Metrics –continually visualise progress against your goals
4. Stakeholders – build a strong relationship, and clear lines of communication
5. Continual improvement – no team should stand still and no team has reached perfection, so continuously analyse performance and focus on getting better.
6. Budget – understand the financial commitment to help plan activities and team dynamics
The aim of the talk is to be educational, offering up a set of ideas, supported with real-world examples, that the attendees can adopt in their own organisations, to help them and their teams become more successful.
Which Performance Appraisal Style Suits Your Company?CRG emPerform
Many appraisal types exist; from traditional to trendy, simple to complex, highly structured to open-ended. Here is a great overview of the most popular and common appraisal methods for a variety of business models.
Assessing Your Current DesignOps Practice: A Heuristic Model - Dave MaloufWeb à Québec
Many companies are finding that they are being asked to add a DesignOps practice to their existing design organizations. This is great news, because by adding an operational mindset, and putting intentional design to one’s design operations, only better design will happen, which is the point, eh?
But how can I measure and communicate success? How do I even know what success is? How can I prioritize, and roadmap planning, and growth of my DesignOps practice?
In this lecture, I will propose a system that can be easily deployed and even customized so that as a design leader or a DesignOps leader you can show anyone in your company where you are at and where you are going to be working to mature practice and why.
Measuring & Evaluating Your DesignOps PracticeDave Malouf
This premiere version of this talk was given at WAQ in Quebec City on April 10, 2019.
It has a brief introduction to DesignOps and then goes into how to measure and understand value of designOps to the team and business.
Cost EstimationIn the assessment phase, estimators analyze the AlleneMcclendon878
Cost Estimation
“In the assessment phase, estimators analyze the project to be estimated. Time pressure typically constrains their ability to understand the scope of the task, so a focus on ramping up the estimators’ knowledge of the business problem is essential. The general approach is to model the solution, identify the components, and then estimate their size and complexity. Finally, tasks that are not strictly mapped to components are added. The essential point is that effort is not estimated at this point—just size and complexity. Here we introduce the first bias reduction mechanism: The sizing should be performed independently by more than one person. If the enterprise has never developed a system like this before, cost estimation will be a problem. Looking at similar solutions implemented by competitors can help with understanding the complexity (e.g., there are many details in the shopping cart checkout process: change quantities, cancel item, shipping options, calculating shipping costs, etc.).”
Murthy, S. (2011). Project cost estimation. In D. Lane (Ed.), The Chief Information Officer's Body of Knowledge: People, Process, and Technology (p. 175). Hoboken, NJ: John Wiley & Sons, Inc.
Customer Service Training
Manual Template
WORKBOOK📕 www.continu.co
https://www.coursehero.com/file/42353018/Customer-Service-Training-Manual-Templatepdf/
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https://www.coursehero.com/file/42353018/Customer-Service-Training-Manual-Templatepdf/
We’ve put together this five-part template that you can use to scaffold your own training manual. Each section below contains
suggestions on what you should include, but don’t hesitate to add your own sections or information to customize it for your customer
service agents.
While you could create this manual as a simple text document, we strongly recommend using a learning platform to include
multimedia, interactive features, social interactions, and other experiences. In addition to making the training more interesting, these
methods increase retention and make it more likely that readers will return for information they didn’t retain the first time around.
www.continu.co
1. Introduction
Your introduction sets the stage for the rest of the manual. In it, you should discuss the importance of customer service to your company.
It should answer these questions:
• Why does customer service matter?
• What will this manual teach the reader?
• How should the reader go through the manual?
https://www.coursehero.com/file/42353018/Customer-Service-Training-Manual-Templatepdf/
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https://www.coursehero.com/file/42353018/Customer-Service-Training-Manual-Templatepdf/
www.continu.co
2. The Scope of Customer Service
While this section isn’t totally necessary, it can be useful in emphasizing the fact that customer service is important at all ..
In this file, you can ref useful information about articles on performance appraisal such as articles on performance appraisal methods, articles on performance appraisal tips, articles on performance appraisal forms, articles on performance appraisal phrases … If you need more assistant for articles on performance appraisal, please leave your comment at the end of file.
Reassessing Your KPIs to Measure Shared Services Performance that CountsChazey Partners
Do you want to develop killer KPIs for your Shared Services? Then you need to be able to distinguish internal and external metrics, and know which ones count. View this article to learn 5 Steps to develop KPIs for Your Shared Services
Organizational Behavior And Employee Relationship Management PowerPoint Prese...SlideTeam
This Organizational management PowerPoint presentation will be useful for the managers in bringing together people on a common platform to make them work towards a common predefined objective. This ppt presentation helpful for managers to perform optimal resource usage by careful workforce preparation and monitoring. This presentation covers an effective communication plan that includes reasons for communication, activity, channels, timing, audience, and responsible person and is useful in Determining organizational structure and design. It also includes strategies that involve employee training, promotional activities, and operations efficiency. This PowerPoint presentation focuses on the current situation of the company including problem areas and Company Performance Indicators. It also covers Organization Readiness assessment for Development, management by objectives including present level and target level task responsibility, monitoring and tracking improvements, Organizational Development Action Plan, process, and framework. In this PPT presentation, we have listed some of the management styles with its features impact on the organization and success rate, Management Styles Selection Matrix, and employees skills enhancing training program. It also covers the leadership goals and control along with criteria and responsible persons who will keep a check on all the activities and organizations cultural improvement plan for the employees such as supportive management, growth opportunity, and trust in leadership. This presentation covers the common threats faced by the organization such as data misused, insider threats, strict compliance regulations, third party threats, and cyber threats. Here we have listed some of the organization ethics and policies that are to be followed by the employees through which internal threats to the company can be prevented. It also includes the responsibilities of key team members involved in the organization management process. This PowerPoint presentation focuses on Role of HR Consulting in Redesigning Organizational Structure, new circular organizational structure design for the company, new hierarchical org structure for the company, organizations workflow stream such as engaging stakeholders, developing new strategy and plans, transition and continues improvement and Employee Engagement activities in the Organization. This PPT presentation covers the factors influencing organizational culture and behavior. Every company has different factors some examples are mentioned below for software and technology companies and manufacturing organizations and the impact after implementing organization management such as improved customer satisfaction, profitable business results, and improvement of company financial performance. https://bit.ly/3e6SajY
This seminar will provide insights on analytics-based assessments of workforce diversity and guide organizations on how analytics can provide a new ‘system of record’ for workforce diversity measurements and assessments.
At the end of this seminar, participants will be able to:
a. How analytics can provide a ‘single source of truth’ for workforce diversity metrics and assessments
b. How workforce analytics can provide a conduit to organizational transformation
c. How workforce analytics can support inclusion initiatives in global workforces
d. How HR executives can message the strategic value of Diversity in the age of digital transformation
The best tool to fine-tune your messaging is the Communications Audit. Too many businesses never take the time to optimize their communications.
Buckle up! Here’s a 5 point check-up for your comms engine.
Let us help you find, build and manage your LMS & Talent Management system so you can focus on growing your business.
Partnering with you to provide a lower cost more efficient solution.
Helping to Support your Mentoring & Executive Leadership Coaching needs
Let us help you find, build and manage your LMS & Talent Management system so you can focus on growing your business.
Partnering with you to provide a lower cost more efficient solution.
So you are trying to decide if your company or organization wants to get into the Learning and Development business. Lets explore the options and the benefits to you and your customers
Oprah Winfrey: A Leader in Media, Philanthropy, and Empowerment | CIO Women M...CIOWomenMagazine
This person is none other than Oprah Winfrey, a highly influential figure whose impact extends beyond television. This article will delve into the remarkable life and lasting legacy of Oprah. Her story serves as a reminder of the importance of perseverance, compassion, and firm determination.
Artificial intelligence (AI) offers new opportunities to radically reinvent the way we do business. This study explores how CEOs and top decision makers around the world are responding to the transformative potential of AI.
The case study discusses the potential of drone delivery and the challenges that need to be addressed before it becomes widespread.
Key takeaways:
Drone delivery is in its early stages: Amazon's trial in the UK demonstrates the potential for faster deliveries, but it's still limited by regulations and technology.
Regulations are a major hurdle: Safety concerns around drone collisions with airplanes and people have led to restrictions on flight height and location.
Other challenges exist: Who will use drone delivery the most? Is it cost-effective compared to traditional delivery trucks?
Discussion questions:
Managerial challenges: Integrating drones requires planning for new infrastructure, training staff, and navigating regulations. There are also marketing and recruitment considerations specific to this technology.
External forces vary by country: Regulations, consumer acceptance, and infrastructure all differ between countries.
Demographics matter: Younger generations might be more receptive to drone delivery, while older populations might have concerns.
Stakeholders for Amazon: Customers, regulators, aviation authorities, and competitors are all stakeholders. Regulators likely hold the greatest influence as they determine the feasibility of drone delivery.
Senior Project and Engineering Leader Jim Smith.pdfJim Smith
I am a Project and Engineering Leader with extensive experience as a Business Operations Leader, Technical Project Manager, Engineering Manager and Operations Experience for Domestic and International companies such as Electrolux, Carrier, and Deutz. I have developed new products using Stage Gate development/MS Project/JIRA, for the pro-duction of Medical Equipment, Large Commercial Refrigeration Systems, Appliances, HVAC, and Diesel engines.
My experience includes:
Managed customized engineered refrigeration system projects with high voltage power panels from quote to ship, coordinating actions between electrical engineering, mechanical design and application engineering, purchasing, production, test, quality assurance and field installation. Managed projects $25k to $1M per project; 4-8 per month. (Hussmann refrigeration)
Successfully developed the $15-20M yearly corporate capital strategy for manufacturing, with the Executive Team and key stakeholders. Created project scope and specifications, business case, ROI, managed project plans with key personnel for nine consumer product manufacturing and distribution sites; to support the company’s strategic sales plan.
Over 15 years of experience managing and developing cost improvement projects with key Stakeholders, site Manufacturing Engineers, Mechanical Engineers, Maintenance, and facility support personnel to optimize pro-duction operations, safety, EHS, and new product development. (BioLab, Deutz, Caire)
Experience working as a Technical Manager developing new products with chemical engineers and packaging engineers to enhance and reduce the cost of retail products. I have led the activities of multiple engineering groups with diverse backgrounds.
Great experience managing the product development of products which utilize complex electrical controls, high voltage power panels, product testing, and commissioning.
Created project scope, business case, ROI for multiple capital projects to support electrotechnical assembly and CPG goods. Identified project cost, risk, success criteria, and performed equipment qualifications. (Carrier, Electrolux, Biolab, Price, Hussmann)
Created detailed projects plans using MS Project, Gant charts in excel, and updated new product development in Jira for stakeholders and project team members including critical path.
Great knowledge of ISO9001, NFPA, OSHA regulations.
User level knowledge of MRP/SAP, MS Project, Powerpoint, Visio, Mastercontrol, JIRA, Power BI and Tableau.
I appreciate your consideration, and look forward to discussing this role with you, and how I can lead your company’s growth and profitability. I can be contacted via LinkedIn via phone or E Mail.
Jim Smith
678-993-7195
jimsmith30024@gmail.com
The Team Member and Guest Experience - Lead and Take Care of your restaurant team. They are the people closest to and delivering Hospitality to your paying Guests!
Make the call, and we can assist you.
408-784-7371
Foodservice Consulting + Design
2. What are the typical metrics that are used in knowledge
management for individuals & teams?
Common Metrics & Impact:
Measurement Methodology Impact
• Articles created: Traditional & KCS Drives article creation but causes quality issues.
• Linkage to case Traditional & KCS Pushes usage, No accountability to create
• Participation (Create + Link) KCS Drives creation and usage, may impact quality
• Article Repair/Update KCS Drives Quality, No accountability to create or usage
• Citation KCS Drive Quality & Creation, Does not account for
usage
• Article Quality Index (AQI) KCS Drives quality within the article.
• Thumbs up/Down Traditional You get feedback from user but can be biased
• Engagement Ratio KCS + You have a standardized measure across teams
(# Linked or created / # cases) or individuals
• Customer rating Traditional Like thumbs up it can be biased
• Time article is in process Traditional This only drives rushed solutions that are not good
• First time right articles Traditional This drives a perfect solution never
• Number of cases with articles Traditional Like linkage but does not take into account if article
solved the case
3. What is the one metric that you should never use alone?
Never please never choose to use Article creation as a key metric as an
incentive for the individual.
If you choose to make article creation the key metric, you have lost the war.
Remember that you get what you measure. If you measure only article creation
you will get individuals & teams that create tons of articles but with little or no
concern for quality & many will have nothing to do with solving a customer
problem.
There have been many companies & managers that have gone down this road
and they soon find a database filled with repeat articles at best & at worst a
database jammed with articles written about anything and everything so the
individuals can meet their creation goals.
4. What Metric should I use for my teams?
To drive team engagement & Teamwork you should go with a
metric/measure that can be used across teams and across team members
that have varying work loads.
It should be something that focuses in on driving the creation and usage of
knowledge.
•For a goal tied to the team for yearly goals I would use the Engagement ratio
methodology.
• It allows for cross team, cross region measurements as it is a ratio of the teams
article linkage / teams workload.
• Industry standards say that the goal of this metric should be between 60 – 85%.
• Do not set goals to drive to 100%. If you drive the goals to 100% or even close to
it, you will get people writing articles on non relevant things so that they can attach
an article to every call. I have seen this first hand. The team should only focus in
on providing knowledge on calls that require it.
5. What Metric should I use for individuals?
To drive the individuals performance I would stay away from metrics that
focus on only one aspect of knowledge alone. I would also use the metric
for coaching purposes/incentives only not for performance appraisals.
It should be something that focuses in on driving quality and usage of knowledge
articles.
•I would use the Participation Rate & the Citation Rate
• The Participation rate is not a ratio and can not be used across regions but it
gives a good measure within a team. It rewards the individual for not only creating
an article but also for using an article to close a case. The articles used do not
have to be one of their own and thus this also drives teamwork.
• The Citation rate is also not a ration but rather a number. This metric is important
as it is the key indicator of a quality article. When other people are using the article
you created it drives pride in work & creation of pertinent well thought through
useful articles. This to me is the most important metric to measure any
contributor on. It not only measures quality but it also is tied to others linking your
articles to a case. Thus it pulls all things together.
6. Closing thoughts on Metrics.
While I did not touch on many of the other KCS metrics, I believe the following
should be used in a general Coaching discussion between the candidate and the
coach.
•Article Repair/Update
•Article Quality Index (AQI)
The above are key to help keep the individual focused in on the right things.
I believe that Citation rate and Participation rate are good to talk about in the coaching
sessions but can also be used as shop floor incentives within a team to drive the behaviors
and rally the individuals to aim for bragging rights.
The only metric I would use for a team would be the Engagement ratio. You can tie this to
a teams &/or individuals year end performance goals. You still have to be careful with this
metric as you never, never want to drive to 100% as that sets up other bad behaviors and
loading the system with articles that have nothing to do with customer solutions.
7. What should I use for the systems KPI’s?
You have to look break apart the system start up KPI’s from the longer term
KPI’s.
You need to think from a Crawl – Walk – Run methodology.
Crawl Phase ( 0 – 1 year):
•Count:
Article Link, Citation, Creation, Fix Counts – Discussed in coaching process
• Article Quality Index
Individual and team – Discussed in coaching process
• % Cases with Articles Linked
Individual and team
Walk Phase (1 – 2 years):
•Call time:
Individual and Team
• Engagement ratio:
Team – Tied into performance appraisal process
• Customer Call back rate:
Individual and team
• First time Fix rate:
Individual and team
Run Phase (3 – 5 years):
•Customer Satisfaction:
Team
• Employee Satisfaction:
Individual and team