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© Richard Mironov, 2001-02. All rights reserved. www.mironov.com rich@mironov.com Tel: 650.315.7394 Service Metrics Measure, improve, measure, improve…
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www.mironov.com rich@mironov.com 650.315.7394 2 Service Metrics Decide what’s important Quantify it Measure compulsively Root cause analysis Love your customers
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www.mironov.com rich@mironov.com 650.315.7394 3 What’s Important to Users? Each service has a few fundamental attributes Postpone less important metrics Examples: Email: server up, addresses work, mail saved Next tier: delivery time, disk limits, virus scans Newswire filtering: automatic, easy, broad search base, inexpensive Next tier: uptime, speed, delivery method
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www.mironov.com rich@mironov.com 650.315.7394 4 Specific and Narrow Easy to paint universal goals “All functions must be up 99.995%” Instead, focus on critical service elements first Example: Uptime for corporate directory Sub-second password look-up needed 24x7 OK to wait 5 minutes for password updates New account creation needed only during normal work hours Backup must be done within 8 hours, by midnight Remote disaster recovery can use last Friday’s data
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www.mironov.com rich@mironov.com 650.315.7394 5 Take the Customer’s View Metrics must be external, as customers experience them Example: ISP dial-in success rate What: fraction of attempted calls that get connected Metric: % success by hour, day, phone number Tool: “war room” dialers that ring each number 20x daily Will also spot outside problems like telco outages Best tools capture user results directly
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www.mironov.com rich@mironov.com 650.315.7394 6 Quantify and Measure Ongoing analytical effort Operations and finance have best talent pools Daily review with Operations VP Charts, trends, incident reports What happened? How can we automate prevention? Where can we simplify? Weekly summary to Executive Staff Let’s follow an extended example...
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www.mironov.com rich@mironov.com 650.315.7394 7 1. Customer-Reported Outages When customers call in, you have already failed
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www.mironov.com rich@mironov.com 650.315.7394 8 2. Design Metric and Test Tool Goal: working 99.5%, no transactions lost Hours of operation: 8AM ET to 6PM PT Tool: external “robot” submits request every 90 seconds Notices simple failures… T-1 down, power out, CPU down, disk full, account closed Does not test everything… Value of service, browser versions, data speeds, pricing, network security, tech support helpfulness
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www.mironov.com rich@mironov.com 650.315.7394 9 3. Read the Charts
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www.mironov.com rich@mironov.com 650.315.7394 10 4. Isolate and Fix One Problem Something weird happens every fourth day… …a critical system is being rebooted
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www.mironov.com rich@mironov.com 650.315.7394 11 5. Repeat Prominent dips are power outages
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www.mironov.com rich@mironov.com 650.315.7394 12 6. Turn the Numbers Sideways Overloaded when most users connect: 9AM-10AM and 5PM
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www.mironov.com rich@mironov.com 650.315.7394 13 Measure Compulsively Many causes of problems Some outside your control Improves your vendor selection Opportunity for creative problem-solving Root cause analysis replaces the “blame game” Celebrate each time a milestone is reached Entire organization begins to think about customers Expand metrics over time
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www.mironov.com rich@mironov.com 650.315.7394 14 Service Level Agreements SLAs are owned by Marketing Designed to win and keep customers Competitive weapon, not neutral or objective Loosely related to internal metrics Keep customer SLA data separate from operational data What is the penalty for missing SLA targets? Financial risk balanced against marketplace risk
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www.mironov.com rich@mironov.com 650.315.7394 15 Love Your Customers Word-of-mouth is the only route to service success, so... Complaints are an opportunity Customer Service knows more than you do Pay novices to make mistakes Humility is a virtue First step is the hardest
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www.mironov.com rich@mironov.com 650.315.7394 16 Summary Decide what’s important Define and measure it Find and fix the biggest problem Repeat Love your customers Be a star
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