1. An Introduction to Story Metrics 1 How to get the Answers to your most important Questions

2. Martin Klubeck Strategy & Planning Consultant Office of Information Technologies University of Notre Dame 574-631-5447 mklubeck@nd.edu 2 An Introduction to Story Metrics

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4. Agenda Metrics Overview Demonstrate the Process Hands-on 4 An Introduction to Story Metrics

5. What Is A Metric? A Common Language Data Measure Information 5 An Introduction to Story Metrics

6. Roots Branches Limbs Leaves Trunk Measures Metric Data Information The Question 6 An Introduction to Story Metrics

7. A Complete Story 7 An Introduction to Story Metrics

8. Anthologies May Be Better 8 An Introduction to Story Metrics

9. Metrics… Are question driven Tell a complete story Include: Data Measures Information Other Metrics 9 An Introduction to Story Metrics

10. Help Desk Example Number of trouble calls Number of opened cases Number of closed cases Number of employees Number of survey responses Number of calls per hour Number or cases closed by worker Number of calls for each hour compared to number of workers on shift. Average length of time to close a case, grouped by type Average customer satisfaction rating Data Information Measures 10 An Introduction to Story Metrics

11. Help Desk Example Aug Sep Oct Nov Dec Jan FebMar Apr May Jun Jul manning Average number of open cases from 1999-2002 0 25 50 100 125 150 175 200 225 0 5 6 7 8 9 10 11 12 Explanation: The manning over the academic year was not in line with the number of trouble calls received – based on data collected over the last three years. Result: We’ve re-aligned our manning for the coming year to match the level of need each month. manning open cases Max manning Min manning METRIC 11 An Introduction to Story Metrics

12. Why Use Metrics? To Help You … Gain support from above Provide visibility Improve Make better “data informed” decisions 12 An Introduction to Story Metrics

13. How Not To Use Metrics To “support my case*” To “motivate” the staff To “manage” the staff or others To evaluate individual performance 13 An Introduction to Story Metrics

14. How To Use Metrics Explain how they will Investigate Share – Close the loop and WON’T be used 14 An Introduction to Story Metrics

15. Who Will Use The Metric? Customer Community Management Owners and Workers Leadership 15 An Introduction to Story Metrics

16. Top Five Warning Signs that this training has failed The boss says – “I’ll know it when I see it.” “We’ve been collecting this data for five years and no one is using it.” “Do we have any data on...?” “They don’t trust the data.” “Sounds interesting, let’s collect it.” 5. 4. 3. 2. 1. 16 An Introduction to Story Metrics

17. The 5 Whys What Is The Root Question? 17 An Introduction to Story Metrics

18. Drawing A Picture Focus on “how it looks” A picture is worth a thousand words Send a clear message 18 An Introduction to Story Metrics

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24. Metrics Tools Implementation Guide – adds rigor and structure Answer Key – “cheat sheet” for developing metrics Process Documentation – How to 24 An Introduction to Story Metrics

25. The Complete Metric “Pallet” Metric Name Purpose Metric Area/Category Customer Graphical Representation Explanation Metrics Analysis Measures used to Develop Metric Collection Schema Schedule Assumptions and Constraints Related Metrics and Data Dependencies Lessons Learned 25 An Introduction to Story Metrics

26. The Primary Metric Colors Purpose Graphical Representation Explanation Metrics Analysis Measures used to develop Metric 26 An Introduction to Story Metrics

27. Information Needs Value to Organization Management of Resources Effectiveness Efficiency Human Resources Visibility Delivery Customer Satisfaction Customer Service Cost Time Quality Training Resource Allocation Reward & Recognition Employee Satisfaction Work Environment Project/program Status Strat. Planning & Goal Attainment Priority Setting Communications Customer view Business view Worker view Management view 27 An Introduction to Story Metrics

28. Hands-On Session 28 An Introduction to Story Metrics

29. Designing your first metric 29 An Introduction to Story Metrics 1. What is your root question? 2. Visualize the Answer 3. Identify the Measures 4. Find the data

30. Summary Embrace the Opportunity Start with the Question Draw the Picture Tell a Complete Story Repeat - Tweak - Delete 30 An Introduction to Story Metrics

31. Q & A 31 An Introduction to Story Metrics

32. Martin Klubeck Strategy & Planning Consultant, Office of Information Technologies, University of Notre Dame 574-631-5447 Klubeck.1@nd.edu 32 An Introduction to Story Metrics

33. Effectiveness S A M P L E 33 An Introduction to Story Metrics

34. Efficiency S A M P L E 34 An Introduction to Story Metrics