1. Using Metrics to Tune Up Your SharePoint Estate
6/3/2018
Using Metrics to Tune Up Your SharePoint Estate
SharePoint Symposium
November 6, 2014
Susan Hanley
© 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

2. Why Measure? – The Four “F” Words
Feedback
Good measurement
is good management
and metrics should be used
to optimize and improve the process
Funding
Follow-on
Focus

3. What do we want to do with metrics?
6/3/2018
What do we want to do with metrics?
Before
Make the business case
During
Provide a target
Make tradeoffs
Tune the implementation process
After
Develop benchmarks
Develop lessons learned
© 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

4. 6/3/2018
Measurement Process
Understand the business problem you are trying to solve
Identify use cases that have meaningful impact
Determine the metrics that align with each use case
Understand your baseline and establish a target
Measure and monitor: be prepared to change
Modify the metrics
Identify opportunities to re-define the problem
© 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

5. Understand the business problem
6/3/2018
Understand the business problem
Without it … could be a career-limiting move
© 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

6. There is only one reason to implement SharePoint …
… you have a BUSINESS PROBLEM to solve.

7. Identify use cases with impact
6/3/2018
Identify use cases with impact
Sales team on-boarding
Sales team training and mentoring
Example proposals
Sales
Product Development
Finding other engineers working on similar problems or related projects
Resource Planning
Project Manager looking for the most qualified resources for a project
Customer Support
Services agent working trying to solve a customer problem
Support call deflection
© 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

8. Example Scenario Organization: Association
6/3/2018
Example Scenario
Organization: Association
Business Goal: Provide a self-service knowledge portal for members to share best practices and learn from others without having to depend on engaging HQ for routine questions
Impact-based Use Case: Support call deflection for routine questions
Secondary Use Cases:
Free up HQ support staff to work on more complex requests
Build online, searchable inventory of member- and HQ-curated assets
© 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

9. Determine the metrics that align with each use case
6/3/2018
Determine the metrics that align with each use case
Business Metrics
Number of routine support calls
Number of complex support calls
System Metrics
Number of successful searches for online content by members (searches with at least one result)
Number of “0 results” searches
© 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

10. Quantitative or Qualitative: That is the question!
Performance between points
Spot trends
Qualitative
Provide context
Used when numbers aren’t easy (storytelling)
Used at early project stages (future scenarios)
Richer (“serious anecdotes”)

11. Serious Anecdote | Pharma – The Need
A scientist with Thrombotic & Joint Diseases in Germany began a project to isolate and culture macrophages and needed some help.
Meanwhile, two scientists in the US had deep experience in protocols for this area.

12. Serious Anecdote | Pharma – The Result
The German scientist consulted the expertise directory to find that expertise existed within the company and contacted the two US scientists he found in his search.
Both scientists quickly responded with assistance. One helped him with culturing protocols and the other helped him with information on magnetic cell sorting.
Benefit: The German scientist was able to leverage existing internal expertise and, in the process, reduce his research effort by 4 weeks.

13. Relevant to stakeholders
6/3/2018
The best metrics are
Relevant to outcome
Relevant to stakeholders
Collected at low cost
Balanced
© 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

14. What about more traditional measures?
6/3/2018
What about more traditional measures?
Easiest with Process Improvement use cases
Must have a baseline – and a plan to measure results
Use TENS approach:
T = time on task (in minutes)
E = number of employees performing that task
N = number of times per year a typical employee performs that task
S = average employee’s loaded salary per minute
Still helps to have a combination of balanced quantitative and qualitative metrics
© 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

15. Understand your baseline and target
6/3/2018
Understand your baseline and target
© 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

16. How is S-U-C-C-E-S-S is spelled in your organization?
6/3/2018
How is S-U-C-C-E-S-S is spelled in your organization?
© 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

17. 6/3/2018
Example
Metric
Target
Number of routine support calls to the HQ support team
10% reduction within 6 months after launch
Successful searches of online content by members
95% of searches return relevant content after 6 months
Number of “0 results” searches by members
Number of “0 results” searches trends lower and reaches less than 1/week within 6 months
© 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

18. Measure and Monitor: be prepared to change
6/3/2018
Measure and Monitor: be prepared to change
Metrics are just a tool.
Goal – to get better and make informed decisions.
Use measurement plan to:
Assess value to users
Identify new capabilities needed to achieve business goals
Evaluate unexpected results:
One-time or trend?
Measuring the wrong thing?
Fundamental problem with solution?
More training?
© 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

19. Example Report Card Business Goal Use Case Metric Baseline Target
6/3/2018
Example Report Card
Business Goal
Use Case
Metric
Baseline
Target
Actual
Help members to share best practices and learn from others facing similar challenges without always having to depend on engaging with the headquarters team to get answers to simple questions
Simple support call deflection – reduction in the number of simple support calls to HQ
Number of routine support calls to the HQ support team
10% reduction within 6 months after launch
Successful searches of online content by members
95% of searches return relevant content after 6 months
Number of “0 results” searches by members
Number of “0 results” searches trends lower and reaches less than 1/week within 6 months
© 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

20. Keep in Mind Metrics alone won’t make your solution successful.
You need a person whose job it is to monitor metrics.
You need someone who is accountable for making changes based on metrics analysis.
It’s as important to have a plan for acting on metrics as it is to have a plan for collecting them!

21. Call to action Develop a plan – quantitative and qualitative
6/3/2018
Call to action
Develop a plan – quantitative and qualitative
Make sure metrics are part of someone’s job
Gain consensus on baseline and target
Develop approach to capture and categorize
Develop an approach to promote – tell the metrics story
© 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

22. Don't measure anything unless the data helps you make a better decision or change your actions. If you're not prepared to change your diet or your workouts, don't get on the scale Seth Godin – August 6, 2014

23. How to contact me:
Governance
User Adoption
Metrics
Information Architecture
Knowledge Management
Sue Hanley
susanhanley
susanhanley

24. SharePoint 2013 “Out of the Box” Metrics

25. Site Collection: Audit Log Reports

26. Site Collection: Popularity and Search Reports

27. Site: Popularity Trends

28. Site Usage Example (solution launch: 3/2014)

29. Individual Document Metrics in Search