Managing to the Key Performance Indicators

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Presentation transcript:

Managing to the Key Performance Indicators Ken Sponsler Partner, Sea-Level Operations Copyright © 2017 Sea-Level Operations, LLC

Agenda Types of Indicators Sales KPIs Finance KPIs Service KPIs Leading vs Lagging Indicators vs KEY Indicators Sales KPIs Finance KPIs Service KPIs P&L Based KPIs Copyright © 2017 Sea-Level Operations, LLC

Types of Indicators Leading Indicator Lagging Indicator Looking through the Windshield Opportunities to close this month Lagging Indicator Looking through the Rear View Mirror P&L Report Performance Indicator Engineer Utilization Key Performance Indicator Engineer Margin Copyright © 2017 Sea-Level Operations, LLC

Sales KPIs All In Seat Price - Pica Number of opportunities with: No $ Value, Past due, No Campaign, No Type, No Member – Should all be ZERO Copyright © 2017 Sea-Level Operations, LLC

Sales KPIs Continued Number of Marketing Email Sent (Weekly Goal 75) (excluding Newsletters) Number of Sales Emails (Weekly Goal 20) (tracked in activities) Sales Dials (Weekly Goal 50) (tracked in activities) MSP Appointments Set (Weekly Goal 2) (tracked in activities) MSP Appointments Met (Weekly Goal 2) (tracked in activities) MSP Presentations (Weekly Goal 2) (tracked in activities) Copyright © 2017 Sea-Level Operations, LLC

Finance KPIs A/R Days A/P Days Invoicing Days Number of Credit Memos Cash Flow Ratio Over/Under Budgets EBITDA Copyright © 2017 Sea-Level Operations, LLC

Service KPIs Service Level Agreement Tickets Per Endpoint Average Response Time Average Resolution Plan Time Average Resolution Time Tickets Per Endpoint Total number of tickets per month / number of managed end points Survey Results Copyright © 2017 Sea-Level Operations, LLC

Service KPIs Continued Billed Hours vs Scheduled Hours Client Satisfaction Trend Billable Internal Hours Shady Time (Payroll Wrap) Pre-sales Hours % Copyright © 2017 Sea-Level Operations, LLC

Service KPIs Continued Dispatch KPIs Tickets With No Agreement Tickets Requiring Attention No Resource, Past Due, No Budget Hours, Last Update Timestamp Tickets Not Acknowledged Cherry Picking (Working Tickets Out of Order) Copyright © 2017 Sea-Level Operations, LLC

P&L Based KPIs BASED on MSP Model Services Labor Loaded Gross Margin % (Service Revenue – Service CoGS)/Service Revenue Goal > 65% Service Direct Labor as a % of Raw Gross Margin Service Direct Labor / (Service Revenue – Service Hard Cogs) Goal < 33% Labor Loaded GM$ Produced Per Engineer (Service GM$ / # of Engineers) Ratio of Managed Services Billing to (Non Product CoGS + All Expenses) Goal > 1.0 Copyright © 2017 Sea-Level Operations, LLC

Questions? Copyright © 2017 Sea-Level Operations, LLC