Metrics_ How to Improve Key Business Results - Martin Klubeck [153]
deal with success, 326–327
dont be caught, 325
research, 325
strengths, 327–328
tool,one-size-fits-all, 320
P
Process health efficiency, 104
components, 107
cost, 107
organizations processes and procedures, 108
quadrant 2, 106
quality, 108
time, 107
Product/service health–focused metrics program, 280
R
Reichheld method, 228
Reichheld's "Promoter to Detractor" ratio, 197
Report card, 239
abandoned call, 184–187, 208
accuracy
expectations, 220
permutations, 220
rework percentage, 218, 219
service desk, 218
anomalies, 181
availability
abandoned rate, 215
anomalies, 213, 214
charts, 215
customer expectations, 214
expectations, 212
grade, 213
grades, 213
translation Grid, 215
calendaring, 178
core service template, 176–178
customer, 175
customer expectations, 208–209
customer patterns of usage, 181
customer satisfaction, 180, 205, 206
annual customer satisfaction survey, 201
average grade, 227–228
benchmarks, 227
classic customer satisfaction survey, 196
detractors and promoters, 228, 229
development Plan collection and analysis, 201
expectation, 207
expectations, 231
graduating class, 227
leadership, 227
Likert Scale, 198
monopoly, 227
neutral scores, 200
organization reputation damage, 202
percentage, 200, 230
potential customer base, 202
rating score, 199
Reichheld method, 228
Reichheld's "Promoter to Detractor" ratio, 197–198
service desk, 229
TechQual+ Project, 203–205
third-party agency, 196
third-party vendor, 230
trouble-resolution surveys, 201
data owners, 172
delivery measures, 175
e-mail, 178
final roll up grade, 238
first grade roll-up, 235–236
grade, 173–174, 234–235
Internet and telephones, usage frequency measurement, 178
management chain, 211
metric program, 181
metrics development plan. See Metrics development plan
organization's health, 172
overall rolled up grades, 238
rework, 191–193
satisfaction ratings, 236
scorecard methodology, 172
second and third level grade roll up, 237
service catalog, 175
service desk, 178
development plan collection and analysis, 182
internal service provider, 180
manager's attitude, 179
measures, 179
trouble call tracking system, 179
service providers assessment, 205
SLA, 206
speed, 216–218
automated call system, 187
customers perception, 187
data accuracy, 187
scheduled resolution time, 188
Report card (continued)
speed (continued)
stop clock switch, 188
Time to Resolve, 189
Time to Respond, 190
trouble call tracking system, 187
subject area category, 239
third-party survey company, 181
translation grid, 233–235
trouble call tracking system, 176
usage
advantage, 194
annual customer satisfaction survey, 194
assistance, first choice, 195
automated call system, 196
customer base, 226
definition, 221
development plan collection and analysis, 195
expectations, 221, 222, 225
first time callers cumulative over time, 221, 222
first time callers three-month running total, 224
potential customer base, 193
service desk, 225, 226
unique customers, 193, 194
weights and measures, 231–233
Research trap, 309
abandoned calls, 314
benefits and problems, 312
businesses tool, 310
commonalities, 309
customer satisfaction measures, 314
data comparison, 314
data gathering, 311
disguise, 311–312
halo effect, 310
metrics, 310
organizational development, goals, 313
precautions, 315
servers availability, 314
types, 309
Root question, 33, 53
data collection and measures, 26
decent metric, 26
documented strategic plan, 29
Emerald City Services, 27
Five Whys tool, 27
full-blown metric, 29
itinerary runs, 30–32
metrics design, 33–34
post-it pads, 30
strategic plans, 28
testing, 35–36
trouble call system, 28
S
Scorecard methodology, 172
Service catalog creation
catalog, 273
customer feedback, 279, 280
customer support, 271
departmental silos, 272
fear, uncertainty, and doubt factor, 272
mission statement, 273
process health service catalog
efficiency, 277, 278
key/core services, 276–277
organizational health quadrant, 279
root question, 277
strategic