The words “Customer Support” and “Customer Service” accurately describe the role of Service Desk and Desktop Support Professionals. Unfortunately, these words sometimes carry negative connotations, and do not accurately convey the strategic potential of user support. The fact is very few support organizations operate in a Strategic Paradigm. The result is that most do not fully exploit the inherent leverage of user support to achieve a competitive advantage for IT.
In this session Jeff Rumburg, Managing Partner at MetricNet, will discuss what it means to be a Strategic Support organization, and provide case study examples of support organizations that operate in a Strategic Support Paradigm.
Attendees of this webcast will learn:
• Three Sources of Leverage in a Strategic Support Organization
• Two Metrics to Measure Your Progress Towards Strategic Significance
• Key Success Factors for Achieving Strategic Enlightenment
• Benchmarking Results from Strategic Support Organizations
The role of it leadership in service and support v2MetricNet
In this presentation, viewers will see benchmarking data and case studies that demonstrate the untapped value of all service and support organizations.
FUSION14 Session 302 | Optimizing the Tradeoff: Cost vs. Quality in IT SupportMetricNet
Cost vs. quality: It’s a perennial issue in technical service and support. Drive your costs too low, and you risk sacrificing the quality of service. Conversely, if you push quality too high (yes, that’s possible!), then you drive your costs through the roof. Understanding the cost/quality tradeoff is the most critical step toward optimizing your support model. Using data from more than 300 benchmarks worldwide, Jeff Rumburg will illustrate how top-performing service and support organizations strike an appropriate balance between the cost of service delivery and the quality of support provided. He’ll share simple yet powerful techniques that will enable organizations to pinpoint their position on the cost vs. quality curve, determine if higher (or lower) quality is justified, reduce costs without sacrificing quality, and improve quality without increasing costs. Finally, he’ll share an interactive scorecard that organizations can use to determine whether service and support has been optimized, and, if it hasn’t, to identify the tangible steps needed to achieve an optimized support model.
Benchmark 2014 | Global Results for Desktop Support | HDI 2015MetricNet
In this presentation, MetricNet reveals results of their 2014 Global Benchmarking Initiative for Desktop Support, the methodology, the KPIs used for benchmarking, and performance data from more than 140 companies worldwide!
Free Desktop Support Training Series | The Economic Impact of Support | What'...MetricNet
In this presentation, MetricNet reveals the industry’s first ever benchmarking data on the economic value of IT service and support. The corresponding whitepaper is available on our website.
Most IT departments can tell you how much they spend on support. But very few can quantify the economic impact of support. The result is that many support groups are on the defensive when it comes to budgeting and spending, and often struggle just to get the funding needed to deliver adequate levels of support.
In recent years a handful of pioneering organizations have adopted a different strategy when it comes to support – a strategy that emphasizes value over cost – and they routinely deliver benefits far in excess of their costs. Support groups that understand and quantify their value propositions gain a number of important advantages; chief among them is the ability to obtain funding and other resources based on the economic benefits of support.
The role of it leadership in service and support v2MetricNet
In this presentation, viewers will see benchmarking data and case studies that demonstrate the untapped value of all service and support organizations.
FUSION14 Session 302 | Optimizing the Tradeoff: Cost vs. Quality in IT SupportMetricNet
Cost vs. quality: It’s a perennial issue in technical service and support. Drive your costs too low, and you risk sacrificing the quality of service. Conversely, if you push quality too high (yes, that’s possible!), then you drive your costs through the roof. Understanding the cost/quality tradeoff is the most critical step toward optimizing your support model. Using data from more than 300 benchmarks worldwide, Jeff Rumburg will illustrate how top-performing service and support organizations strike an appropriate balance between the cost of service delivery and the quality of support provided. He’ll share simple yet powerful techniques that will enable organizations to pinpoint their position on the cost vs. quality curve, determine if higher (or lower) quality is justified, reduce costs without sacrificing quality, and improve quality without increasing costs. Finally, he’ll share an interactive scorecard that organizations can use to determine whether service and support has been optimized, and, if it hasn’t, to identify the tangible steps needed to achieve an optimized support model.
Benchmark 2014 | Global Results for Desktop Support | HDI 2015MetricNet
In this presentation, MetricNet reveals results of their 2014 Global Benchmarking Initiative for Desktop Support, the methodology, the KPIs used for benchmarking, and performance data from more than 140 companies worldwide!
Free Desktop Support Training Series | The Economic Impact of Support | What'...MetricNet
In this presentation, MetricNet reveals the industry’s first ever benchmarking data on the economic value of IT service and support. The corresponding whitepaper is available on our website.
Most IT departments can tell you how much they spend on support. But very few can quantify the economic impact of support. The result is that many support groups are on the defensive when it comes to budgeting and spending, and often struggle just to get the funding needed to deliver adequate levels of support.
In recent years a handful of pioneering organizations have adopted a different strategy when it comes to support – a strategy that emphasizes value over cost – and they routinely deliver benefits far in excess of their costs. Support groups that understand and quantify their value propositions gain a number of important advantages; chief among them is the ability to obtain funding and other resources based on the economic benefits of support.
Past and present | 25 years of Service Desk KPIsMetricNet
In this presentation, viewers will learn about the most common service desk KPIs, changing averages in service desk performance, the evolution of KPIs, the holistic discipline of performance measurement and management, and what today’s KPIs tell us about the future.
Free Desktop Support Training Series | What You Need to Know About Desktop Su...MetricNet
MetricNet's "Cause and Effect - What You Need to Know About Desktop Support KPIs" presentation was delivered on Thursday, April 18th, to a standing room only crowd at the HDI Service and Support Conference!
Viewers will learn how the various desktop support KPIs affect each other. Using industry-wide benchmarking data, this presentation will illustrate how the various KPI’s are interrelated and interconnected.
Leveraging KPI’s to Maximize the ROI of Support MetricNet
Most service and support professionals are familiar with the concept of return on investment (ROI), but very few service and support organizations measure or track it. However, support groups that understand and communicate ROI on a regular basis gain a number of important advantages, chief among which is the ability to justify investments in people and technology. In this session, attendees will learn about three critical KPIs for measuring ROI, simple calculations for ROI in service and support, techniques for communicating ROI to key stakeholders, and more!
The 80/20 Rule for Desktop KPI's: Less is More!MetricNet
In this session, Jeff Rumburg will identify and define the desktop support metrics that really matter. He will also discuss the importance of adopting a holistic approach to performance measurement and management, and he will demonstrate how KPIs can be used to drive world-class performance and give organizations a competitive advantage.
Site URL: http://www.forrester.com/Topic+Overview+Social+CRM+Goes+Mainstream/-/E-RES55884?docid=55884#/Topic+Overview+Social+CRM+Goes+Mainstream/fulltext/-/E-RES55884
Managed IT Services Pricing Models And Strategies Powerpoint Presentation SlidesSlideTeam
"You can download this product from SlideTeam.net"
Presenting Managed IT Services Pricing Models And Strategies PowerPoint Presentation Slides. This complete PPT deck is made up of 40 professional slides. You can convert and save this PowerPoint slideshow in formats like PDF, PNG, and JPG. All the templates are fully customizable. You can edit text, fonts, patterns, colors, and background within seconds. Also, this PPT template deck is compatible with Google Slides. You can view this presentation on standard and widescreen formats. https://bit.ly/36YwIxW
Levers Of It Simplification PowerPoint Presentation Slides SlideTeam
This deck consists of total of thirtythree slides. It has PPT slides highlighting important topics of Levers Of It Simplification PowerPoint Presentation Slides. This deck comprises of amazing visuals with thoroughly researched content. Each template is well crafted and designed by our PowerPoint experts. Our designers have included all the necessary PowerPoint layouts in this deck. From icons to graphs, this PPT deck has it all. The best part is that these templates are easily customizable. Just click the DOWNLOAD button shown below. Edit the colour, text, font size, add or delete the content as per the requirement. Download this deck now and engage your audience with this ready made presentation.
Call Center Employee Management Powerpoint Presentation SlidesSlideTeam
Strengthen the relationship with your customers by employing Call Center Employee Management PowerPoint Presentation Slides. Improve employee productivity, and provide better customer service by discussing the objectives of effective workforce management. Our customer relationship management PowerPoint templates help to provide an overview of the processes of workforce management systems like setting the desired goal, analyzing the current workforce, forecasting the desired outcome, and tracking employee performance, etc. It is possible to analyze the current workforce of the organization, the total number of employees, their demographic age group, and ethnicity by using the employee management system PowerPoint slideshow. Take the assistance of our readily available call center management PPT visuals, and analyze the work status of employees based on various metrics, such as average incoming calls, occupancy rate, first-time response, and average call period. You can easily edit the slides to present the various methods by which the call center collects their customer satisfaction data. Customer satisfaction score, retention rate, customer satisfaction rate can also be presented by incorporating our ready-to-use workforce management PowerPoint slide deck. https://bit.ly/3eoObRZ
Driving Value for Utilities using Speech AnalyticsPam Jeffries
Speech analytics can turn your call center recordings into insights that yield real business benefits. Built by our experts for a live webinar, these slides will share how speech analytics “as-a-service” capabilities can help your utility increase first-call resolution, lower cost to serve, and increase overall customer satisfaction.
Free Desktop Support Training Series | The Economic Impact of Support | What'...MetricNet
In this presentation, MetricNet reveals the industry’s first ever benchmarking data on the economic value of IT service and support. The corresponding whitepaper is available on our website.
Most IT departments can tell you how much they spend on support. But very few can quantify the economic impact of support. The result is that many support groups are on the defensive when it comes to budgeting and spending, and often struggle just to get the funding needed to deliver adequate levels of support.
In recent years a handful of pioneering organizations have adopted a different strategy when it comes to support – a strategy that emphasizes value over cost – and they routinely deliver benefits far in excess of their costs. Support groups that understand and quantify their value propositions gain a number of important advantages; chief among them is the ability to obtain funding and other resources based on the economic benefits of support.
Past and present | 25 years of Service Desk KPIsMetricNet
In this presentation, viewers will learn about the most common service desk KPIs, changing averages in service desk performance, the evolution of KPIs, the holistic discipline of performance measurement and management, and what today’s KPIs tell us about the future.
Free Desktop Support Training Series | What You Need to Know About Desktop Su...MetricNet
MetricNet's "Cause and Effect - What You Need to Know About Desktop Support KPIs" presentation was delivered on Thursday, April 18th, to a standing room only crowd at the HDI Service and Support Conference!
Viewers will learn how the various desktop support KPIs affect each other. Using industry-wide benchmarking data, this presentation will illustrate how the various KPI’s are interrelated and interconnected.
Leveraging KPI’s to Maximize the ROI of Support MetricNet
Most service and support professionals are familiar with the concept of return on investment (ROI), but very few service and support organizations measure or track it. However, support groups that understand and communicate ROI on a regular basis gain a number of important advantages, chief among which is the ability to justify investments in people and technology. In this session, attendees will learn about three critical KPIs for measuring ROI, simple calculations for ROI in service and support, techniques for communicating ROI to key stakeholders, and more!
The 80/20 Rule for Desktop KPI's: Less is More!MetricNet
In this session, Jeff Rumburg will identify and define the desktop support metrics that really matter. He will also discuss the importance of adopting a holistic approach to performance measurement and management, and he will demonstrate how KPIs can be used to drive world-class performance and give organizations a competitive advantage.
Site URL: http://www.forrester.com/Topic+Overview+Social+CRM+Goes+Mainstream/-/E-RES55884?docid=55884#/Topic+Overview+Social+CRM+Goes+Mainstream/fulltext/-/E-RES55884
Managed IT Services Pricing Models And Strategies Powerpoint Presentation SlidesSlideTeam
"You can download this product from SlideTeam.net"
Presenting Managed IT Services Pricing Models And Strategies PowerPoint Presentation Slides. This complete PPT deck is made up of 40 professional slides. You can convert and save this PowerPoint slideshow in formats like PDF, PNG, and JPG. All the templates are fully customizable. You can edit text, fonts, patterns, colors, and background within seconds. Also, this PPT template deck is compatible with Google Slides. You can view this presentation on standard and widescreen formats. https://bit.ly/36YwIxW
Levers Of It Simplification PowerPoint Presentation Slides SlideTeam
This deck consists of total of thirtythree slides. It has PPT slides highlighting important topics of Levers Of It Simplification PowerPoint Presentation Slides. This deck comprises of amazing visuals with thoroughly researched content. Each template is well crafted and designed by our PowerPoint experts. Our designers have included all the necessary PowerPoint layouts in this deck. From icons to graphs, this PPT deck has it all. The best part is that these templates are easily customizable. Just click the DOWNLOAD button shown below. Edit the colour, text, font size, add or delete the content as per the requirement. Download this deck now and engage your audience with this ready made presentation.
Call Center Employee Management Powerpoint Presentation SlidesSlideTeam
Strengthen the relationship with your customers by employing Call Center Employee Management PowerPoint Presentation Slides. Improve employee productivity, and provide better customer service by discussing the objectives of effective workforce management. Our customer relationship management PowerPoint templates help to provide an overview of the processes of workforce management systems like setting the desired goal, analyzing the current workforce, forecasting the desired outcome, and tracking employee performance, etc. It is possible to analyze the current workforce of the organization, the total number of employees, their demographic age group, and ethnicity by using the employee management system PowerPoint slideshow. Take the assistance of our readily available call center management PPT visuals, and analyze the work status of employees based on various metrics, such as average incoming calls, occupancy rate, first-time response, and average call period. You can easily edit the slides to present the various methods by which the call center collects their customer satisfaction data. Customer satisfaction score, retention rate, customer satisfaction rate can also be presented by incorporating our ready-to-use workforce management PowerPoint slide deck. https://bit.ly/3eoObRZ
Driving Value for Utilities using Speech AnalyticsPam Jeffries
Speech analytics can turn your call center recordings into insights that yield real business benefits. Built by our experts for a live webinar, these slides will share how speech analytics “as-a-service” capabilities can help your utility increase first-call resolution, lower cost to serve, and increase overall customer satisfaction.
Free Desktop Support Training Series | The Economic Impact of Support | What'...MetricNet
In this presentation, MetricNet reveals the industry’s first ever benchmarking data on the economic value of IT service and support. The corresponding whitepaper is available on our website.
Most IT departments can tell you how much they spend on support. But very few can quantify the economic impact of support. The result is that many support groups are on the defensive when it comes to budgeting and spending, and often struggle just to get the funding needed to deliver adequate levels of support.
In recent years a handful of pioneering organizations have adopted a different strategy when it comes to support – a strategy that emphasizes value over cost – and they routinely deliver benefits far in excess of their costs. Support groups that understand and quantify their value propositions gain a number of important advantages; chief among them is the ability to obtain funding and other resources based on the economic benefits of support.
Implementing It Service Excellence For Enhanced Customer Experience Complete ...SlideTeam
This template will help organization in optimizing IT infrastructure by improving service desk and overall enhance customer retention by effective incident handling. As a technology service provider, firm will deliver IT services to end user, prepare service level agreements. The firm will address the current concerns faced by IT department such as high IT infrastructure cost due to outdated software and hardware, delay in delivering services to clients as they are facing issues in handling incidents and managing requests. Firm is also facing issue regarding customer attrition with rise in service failures. The firm will discuss present service delivery gap and will compare their performance to key competitors. The template provides information regarding the key reasons to implement IT service excellence. Firm will develop IT service implementation plan by initiating service plan. It will create help desk and service desk as single point of contact to clients. It will discuss the roles and responsibilities assigned between help desk and service desk in order manage incidents effectively. As technology solution provider, it will manage various vendors on regular basis. Firm will prepare service agreement which is considered as legal document before rendering services to clients. It will be responsibility of both parties to review it on regular basis to ensure that all conditions mentioned in it will be followed. Vital information regarding service period, renewal, devices covered, warranties, limitations are mentioned. Firm will maintain client information system which contains information regarding client onboarding list such as user, domain name, server, antivirus, backups details. It will handle client issue by service maintenance list. Cost associated to each service is also mentioned. The firm manage IT staff performance by assessing them on various key performance parameters. This template will mention cost associated for implementing IT service excellence on functional areas. The overall impact of the successful implementation is mentioned in terms of improved service delivery. https://bit.ly/2YLdMMM
Creating Intelligent Infrastructure for Extreme Automationwiseio
This whitepaper, created jointly by TSIA and Wise.io, discusses the technology infrastructure needed to put extreme automation into production. Covering a range of industries and use cases, this paper provides a framework to explore and evaluate how to automate manual processes in your business.
Platforms and Partnerships: The Building Blocks for Digital InnovationHealth Catalyst
Virtually all service-oriented industries have experienced massive disruption and transformation, resulting from the confluence of digital, mobile, cloud, data, and consumerization. And then there’s healthcare…
In this webinar Ryan Smith, executive advisor at Health Catalyst, shares practical insights gained from his combined 25 years of IT and digital leadership roles at Banner Health and Intermountain Healthcare. He explores why our industry is struggling to provide the tools and self-service experiences that patients and consumers have come to expect in every other aspect of their lives. To attract and retain patients and members, healthcare organizations need to “shift gears” and go on the digital offensive to sustain brand loyalty; however, decades of siloed, monolithic approaches to implementing technology and managing data continue to hamper industry progress.
During this session, Ryan shares his approach for building business support to enable digital transformation.
By viewing this webinar, you will learn key digitization concepts:
- How to conceptualize a digital enablement framework.
- Ten strategic guiding principles for technology leaders.
- Why it’s vital to create business-driven technology governance.
- Why building strategic vendor partnerships really matters.
- How to apply case studies to bolster digital investments.
Learn how insurance organizations can leverage FastTrack Analytics to improve financial, underwriting, agent & customer service operations. Use your data to gain competitive advantage in challenging economic times.
Week 1 - Information Systems Strategy TriangleBusiness Strateg.docxmelbruce90096
Week 1 - Information Systems Strategy Triangle
Business Strategy Elements
Organizational Strategy Elements
Information Strategy Elements
Impacts between the elements:
Industry Strategy Elements
Industry Organizational Strategy Elements
Industry Strategy Elements
Similarities and differences:
:
Recommended actions and decisions:
Step 1: Create lists of case details that fit each side of the triangle.
Step 2: Then look at each item and think about how that item affects the other sides of the triangle.
Step 3: Take a look at the industry. Make a list of triangle attributes you find. Compare the industry items with the case company items.
Information Strategy
Organizational Strategy
Business Strategy
Zara Case Situation
You are a member of a Zara employee taskforce. The taskforce has been asked to make recommendations on selecting a new point-of-sale device for all of their retail locations. The team has narrowed the choices down to three products. The first product allows for access to the internet for both store use and sending sales transactions reporting, email, customer data collection and lookup, and full inventory functions (in-stock, location, reduction information). The second product has the same functions as the first but with limited in-store only inventory functions (search only). The third product has no inventory functions and access to the internet is limited to sales reporting to corporate. Based on your knowledge of Zara’s business and process management, explain which POS product you would recommend. Support your opinion with the case information.
Step 4: How would evaluate the options? What criteria would you use? How do the triangle sides impact the options?
Step 5: What decisions and actions would you recommend to the case company? What data supports your conclusions? Why should the case company take your advice?
CMBA SuperStar
Panther ID: 007
Information Systems Strategy Triangle
Business Strategy Elements
Organizational Strategy Elements
Information Strategy Elements
Differentiation focuses of Orders-of-magnitude improvements in logistics and services, reducing the cycle time and ensure consistent delivery of quality products and services.
Improve visibility of the service business performance to management, enabling it to provide more effective quality service to customers.
Centralized customer service systems to dispatch service mechanics. OTISLINE customer service centers.
Goal to be a recognized leader in service excellence among all companies, streamlined manufacturing operations.
OTISLINE produces “excess” callback reports for various levels of management.
Information from multiple Otis data sources, rapid response as an important design element.
Institutionalized customer service, standard of work, process flows, and metrics to govern every customer interaction and every internal activity.
Involvement with district manager, regional v.
Bridging the Gap Between Business Objectives and Data StrategyRNayak3
Explore the fundamental elements of a robust data strategy that aligns with business objectives, from defining goals to prioritizing data architecture.
Premium MEAN Stack Development Solutions for Modern BusinessesSynapseIndia
Stay ahead of the curve with our premium MEAN Stack Development Solutions. Our expert developers utilize MongoDB, Express.js, AngularJS, and Node.js to create modern and responsive web applications. Trust us for cutting-edge solutions that drive your business growth and success.
Know more: https://www.synapseindia.com/technology/mean-stack-development-company.html
Building Your Employer Brand with Social MediaLuanWise
Presented at The Global HR Summit, 6th June 2024
In this keynote, Luan Wise will provide invaluable insights to elevate your employer brand on social media platforms including LinkedIn, Facebook, Instagram, X (formerly Twitter) and TikTok. You'll learn how compelling content can authentically showcase your company culture, values, and employee experiences to support your talent acquisition and retention objectives. Additionally, you'll understand the power of employee advocacy to amplify reach and engagement – helping to position your organization as an employer of choice in today's competitive talent landscape.
Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
B2B payments are rapidly changing. Find out the 5 key questions you need to be asking yourself to be sure you are mastering B2B payments today. Learn more at www.BlueSnap.com.
An introduction to the cryptocurrency investment platform Binance Savings.Any kyc Account
Learn how to use Binance Savings to expand your bitcoin holdings. Discover how to maximize your earnings on one of the most reliable cryptocurrency exchange platforms, as well as how to earn interest on your cryptocurrency holdings and the various savings choices available.
Event Report - SAP Sapphire 2024 Orlando - lots of innovation and old challengesHolger Mueller
Holger Mueller of Constellation Research shares his key takeaways from SAP's Sapphire confernece, held in Orlando, June 3rd till 5th 2024, in the Orange Convention Center.
Understanding User Needs and Satisfying ThemAggregage
https://www.productmanagementtoday.com/frs/26903918/understanding-user-needs-and-satisfying-them
We know we want to create products which our customers find to be valuable. Whether we label it as customer-centric or product-led depends on how long we've been doing product management. There are three challenges we face when doing this. The obvious challenge is figuring out what our users need; the non-obvious challenges are in creating a shared understanding of those needs and in sensing if what we're doing is meeting those needs.
In this webinar, we won't focus on the research methods for discovering user-needs. We will focus on synthesis of the needs we discover, communication and alignment tools, and how we operationalize addressing those needs.
Industry expert Scott Sehlhorst will:
• Introduce a taxonomy for user goals with real world examples
• Present the Onion Diagram, a tool for contextualizing task-level goals
• Illustrate how customer journey maps capture activity-level and task-level goals
• Demonstrate the best approach to selection and prioritization of user-goals to address
• Highlight the crucial benchmarks, observable changes, in ensuring fulfillment of customer needs
3.0 Project 2_ Developing My Brand Identity Kit.pptxtanyjahb
A personal brand exploration presentation summarizes an individual's unique qualities and goals, covering strengths, values, passions, and target audience. It helps individuals understand what makes them stand out, their desired image, and how they aim to achieve it.
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
Digital Transformation and IT Strategy Toolkit and TemplatesAurelien Domont, MBA
This Digital Transformation and IT Strategy Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants, after more than 5,000 hours of work. It is considered the world's best & most comprehensive Digital Transformation and IT Strategy Toolkit. It includes all the Frameworks, Best Practices & Templates required to successfully undertake the Digital Transformation of your organization and define a robust IT Strategy.
Editable Toolkit to help you reuse our content: 700 Powerpoint slides | 35 Excel sheets | 84 minutes of Video training
This PowerPoint presentation is only a small preview of our Toolkits. For more details, visit www.domontconsulting.com
27. Metrics
Aggregate Metrics: The Balanced Scorecard
Performance Metric
Cost per Contact
Customer Satisfaction
Agent Utilization
Net First Contact Resolution Rate
Agent Job Satisfaction
Average Speed of Answer
Total
Performance Range
Metric
Your
Weighting Worst Case Best Case Performance
25.0%
$55.28
$9.15
$21.83
25.0%
63.7%
97.5%
77.2%
15.0%
30.9%
64.4%
47.0%
15.0%
51.8%
87.5%
70.2%
10.0%
53.5%
91.5%
73.4%
10.0%
192
13
60
100.0%
Step 1
N/A
N/A
For each performance metric,
the highest and lowest
performance levels in the
benchmark are recorded
Step 2
Each metric has been
weighted according to its
relative importance
Balanced
Score
72.5%
39.9%
48.0%
51.4%
52.4%
73.5%
18.1%
10.0%
7.2%
7.7%
5.2%
7.3%
N/A
55.6%
N/A
Step 5
Step 3
Six critical
performance
metrics have been
selected for the
scorecard
Metric
Score
Your score for each
metric is then calculated:
(worst case – actual
performance) / (worst
case – best case) X 100
Step 4
Your actual
performance for
each metric is
recorded in this
column
26
Step 6
Your balanced score for each
metric is calculated: metric
score X weighting
89. Upcoming MetricNet Webcasts
For more information on Industry Best Practices, please register for MetricNet’s FREE upcoming webcasts
January 2014
February 2014
Desktop Support KPI’s
May 2014
Best Practices in Desktop Support
April 2014
Service Desk KPI’s
March 2014
Service Desk Best Practices
Call Center Best Practices
June 2014
Call Center KPI’s
Register at www.metricnet.com
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