Can anyone help me develop/procure simple to use KPI/Dashboards to measure perofrmance and Turnaround times.
Anonymous
I have been investigating the whole arena of KPIs/Dashboards that would help me in a service organisation to measure performance and turnaround times against SLAs and customer requirements. Whilst there are many out there, they tend to be complicated/highly technical and not service delivery specific. Does anyone have knowledge of simple, straightforward "idiot-proof" metrics systems, that would output a visual dashboard, that is user friendly? Saving Changes...
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Russell GeakeProject Management Consultant| Deciduous Partners LtdLostwithiel, Cornwall, United Kingdom
once you understand what your metrics are trying to measure and why, you can easily set up an excel-type spreadsheet to record and report (or if you're advanced you can use an Access DB or similar).
What kind of output report would you like in your dashboard. You can make a very pretty looking dashboard very easily with pie-charts, bargraphs and smiley faces even include a comment zone, remember that the dashboard only ever shows the underlying data, and it is that which is most important here - if it's not useful, don't waste time recording it.
Speaking of KPI for customer service. www.smartKPIs.com may be a good resource for you. It contains a user friendly library of well-documented performance measures. At the moment it lists over 4700 KPI examples, grouped in 73 functional areas, as well as 83 industries and sub-categories.
In addition to examples of performance measures, www.smartKPIs.com also contains a catalogue of performance reports that illustrate the use of KPIs in practice.
The website is updated daily with new content, so check it from time to time for additional content.
Please note that while examples of performance measures are useful to inform decisions, each performance measure needs to be selected and customized based on the objectives and priorities of each organisation.
Best regards,
Anita Liang
Research Analyst
www.smartKPIs.com
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