Leaders in Asset Management Managing by Metrics Valerie Rovine Sunflower Systems

Leaders in Asset Management Topics Why Metrics are Important Metrics as a Result of Disciplined Program/Project Management Defining Quality Metrics

Leaders in Asset Management Why do We Need Metrics? Provide performance targets and keep us focused Are indicators of the health of the program, project or organization Drive corrective action through consistent analysis Provide quantifiable demonstration of success or opportunities for improvement

Leaders in Asset Management Program Management – A 6 Step Cycle 1. Define outcomes 2. Define key performance indicators (metrics) to measure success 3. Refine/implement processes/behaviors to drive outcomes 4. Collect data to support metrics 5. Analyze metrics 6. Take corrective action as needed

Leaders in Asset Management Step 1: Defining Outcomes What is important to my program or organization? How do I define success? Examples Excellent customer service New development on time and within budget Systems meet or exceed quality standards and customer expectations (minimal defects, requirements met)

Leaders in Asset Management Step 1: Defining Outcomes Outcome drivers: Regulatory Requirements Internal Policies Organizational Goals/Strategic Plans Audit Findings Standards/Best Practices Changes to Business Environment

Leaders in Asset Management Step 2: Translating Outcomes to Key Performance Indicators How do I know I’m successful? What does ‘Excellent Customer Service’ mean to me and my organization? Examples Efficient and effective resolution of help desk tickets Good system performance Positive customer feedback

Leaders in Asset Management Step 2: Translating Outcomes to Key Performance Indicators How do I quantify these indicators? Efficient and effective resolution of help desk tickets  Percentage of tickets resolved in one business day or less to customer satisfaction  Average speed of ticket completion  First call resolution  Reopened tickets  Percentage of tickets aged 5+ business days Good system performance  Percentage of system uptime  Average downtime per incident  Database wait time  Database CPU time Positive customer feedback  Percentage of customers rating helpdesk service as good or excellent

Leaders in Asset Management Step 2: Translating Outcomes to Key Performance Indicators How do I define my targets? Efficient and effective resolution of help desk tickets  Percentage of tickets resolved in one business day or less to customer satisfaction – 75%  First call resolution – 50%  Reopened tickets – < 5%  Percentage of tickets aged 5+ business days – < 20 % Good system performance  Percentage of system uptime – 98%  Average downtime per incident – < 10 minutes  Database wait time - < 10 seconds  Database CPU time > 90% Positive customer feedback  Percentage of customers rating helpdesk service as good or excellent – > 90%

Leaders in Asset Management Step 3: Driving Outcomes through Processes/Behaviors What do I need to do to achieve my outcomes and performance targets? Implement ticket management system to document and manage customer problems Provide adequate/on-going training for help desk personnel Implement ‘ticket science’ procedures to identify themes and common problems Document resolutions to common problems and push information to customers Adjust staffing levels for peak and off times Implement redundant processes to ensure system availability Tune the database regularly to enhance system performance

Leaders in Asset Management Step 4: Collecting KPI Data What information do I need to effectively evaluate my performance? Number of tickets processed through helpdesk Customer satisfaction with resolution Closure rate of helpdesk tickets Aging information on helpdesk tickets Actual uptime/downtime of system System response times Customer feedback on helpdesk performance

Leaders in Asset Management Step 4: Collecting KPI Data How can I collect this information with minimal disruption to my process? Number of tickets processed through helpdesk  This metric was collected from ticket management system Customer satisfaction with resolution  This metric was collected from ticket management system Closure rate of helpdesk tickets  This metric was calculated using data collected from ticket management system Aging information on helpdesk tickets  This metric was calculated using data collected from ticket management system Actual uptime/downtime of system  This metric was collected through system monitoring software Customer feedback on helpdesk performance  A survey was delivered automatically when a service ticket is closed  Also, a broader survey was conducted twice a year to solicit user feedback

Leaders in Asset Management Step 5: Analyzing Metrics How do I know if I am on target for meeting my goals? Regular data collection Interpreting, analyzing and sharing data Evaluations can be done from an Absolute or Relative perspective Absolute: Does your metric indicate you have met your target outcome? Relative: Does your metric indicate improvement over time?

Leaders in Asset Management Step 6: Taking Corrective Action What do I do if I’m missing the mark? Evaluate your processes and identify areas for improvement Do I have adequate help desk coverage? Should I reevaluate the helpdesk staffing model? Does my staff need more training on the system or on customer support protocol? Do I need to identify alternate methods of support- community super users, self-service portal, web-based support? Do I need more database resources? Do I need to evaluate my hosting options?

Leaders in Asset Management Establishing Good Metrics Does the metric tie to the organization’s goals? Is the metric quantifiable? Does the metric identify the expected result? Does the metric take into account industry standards and benchmarks? Is the metric attainable? Were impacted individuals involved in defining the metric?

Leaders in Asset Management Considerations What happens if my outcomes change? How do I know I’m asking the right questions? How can I ensure I’m collecting/calculating the right data?

Leaders in Asset Management Questions?