Christina DrakeManager of Client Services| Loop1 SystemsWest Lake Hills, Tx, United States
How have you done this in the past? I have a position on a project that is a "scheduling coordinator" and trying to figure out how i can go about measuring performance and identifying work thresholds.
Should i do it by the amount of clients the individual is assigned? Or by the amount of resources the individual has to book? (EX: when you have 150 clients we need to add another person. OR when you are managing 13 Engineers calendars we need to add another person.)
Any Help of Feedback is appreciated. Saving Changes...
Senior Projects Manager | Field & Marten AssociatesNew Westminster, British Columbia, Canada
Can you elaborate more on what you mean in your second paragraph ? If you do it based on the amount of clients or engineers then you will cross check this against what ? How you will end up with performance ?
I can have 100 clients but yet, not performing well. You need to define your project milestones and goals and measure against these.
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1 reply by Christina Drake
Apr 07, 2016 5:13 PM
Christina Drake
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Completely understand. Unfortunately I'm not talking I. The project since its for operational work but I knew this would be a good place to ask seeing PMs are always having to come up with performance metrics.
Saving Changes...
Thomas WalentaGlobal Project Economy ExpertHackenheim, Germany
What value should that position provide to you?
Keep as many of your clients happy as possible?
(here is one of your KPIs: # of clients covered, how to measure that this is done so they are happy?)
What is needed from this role to keep each client happy?
Find 3-4 CSFs for client happiness and you can try to find measures for them. Voila.
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1 reply by Christina Drake
Apr 07, 2016 5:08 PM
Christina Drake
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Well the position isn't focused on client satisfaction as much as booking resources. We are a professional services organization and keeping our resources booked is how we make money. Historically we have not had any hard metric numbers around performance so I'm trying to figure out when my staff member is "overloaded" and to see if they are performing.
As for managing workload, this will require historical data on the selected metrics, tempered by individual contributors' performance factors (productivity, availability, ...).
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1 reply by Christina Drake
Apr 07, 2016 5:11 PM
Christina Drake
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This is exactly what I'm trying to figure out what should those "selected metrics" be?
Saving Changes...
Christina DrakeManager of Client Services| Loop1 SystemsWest Lake Hills, Tx, United States
Apr 07, 2016 1:41 PM
Replying to Thomas Walenta
...
What value should that position provide to you?
Keep as many of your clients happy as possible?
(here is one of your KPIs: # of clients covered, how to measure that this is done so they are happy?)
What is needed from this role to keep each client happy?
Find 3-4 CSFs for client happiness and you can try to find measures for them. Voila.
Well the position isn't focused on client satisfaction as much as booking resources. We are a professional services organization and keeping our resources booked is how we make money. Historically we have not had any hard metric numbers around performance so I'm trying to figure out when my staff member is "overloaded" and to see if they are performing.
...
1 reply by Thomas Walenta
Apr 08, 2016 2:18 AM
Thomas Walenta
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So, his value to you is if he keeps your resources booked and utilized?
Measurements then could be #resources booked, #hours booked per week/month, %utilization (booked hours/available hours), maybe a improvement measure like increase in hours booked.
With measurements you focus him.
Saving Changes...
Christina DrakeManager of Client Services| Loop1 SystemsWest Lake Hills, Tx, United States
As for managing workload, this will require historical data on the selected metrics, tempered by individual contributors' performance factors (productivity, availability, ...).
This is exactly what I'm trying to figure out what should those "selected metrics" be?
Given you are starting from scratch, I suggest you basically go with everything you can think of for now: # of clients, # of engineer calendars, # hours/days/week, etc.
Once the data start piling - say after six months - you can see which ones actually correlate to performance. Then you can choose to drop those who do not relate.
Saving Changes...
Christina DrakeManager of Client Services| Loop1 SystemsWest Lake Hills, Tx, United States
Apr 07, 2016 11:35 AM
Replying to Rami Kaibni
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Can you elaborate more on what you mean in your second paragraph ? If you do it based on the amount of clients or engineers then you will cross check this against what ? How you will end up with performance ?
I can have 100 clients but yet, not performing well. You need to define your project milestones and goals and measure against these.
Completely understand. Unfortunately I'm not talking I. The project since its for operational work but I knew this would be a good place to ask seeing PMs are always having to come up with performance metrics.
...
1 reply by Rami Kaibni
Apr 07, 2016 5:25 PM
Rami Kaibni
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Of course it is the right place to ask and I would be more than glad to assist to the best of my knowledge but I am trying to fully understand your request in terms of metrics for what performance exactly - If you could elaborate more, that would be great.
This is exactly what I'm trying to figure out what should those "selected metrics" be?
Given you are starting from scratch, I suggest you basically go with everything you can think of for now: # of clients, # of engineer calendars, # hours/days/week, etc.
Once the data start piling - say after six months - you can see which ones actually correlate to performance. Then you can choose to drop those who do not relate. Saving Changes...
Senior Projects Manager | Field & Marten AssociatesNew Westminster, British Columbia, Canada
Apr 07, 2016 5:13 PM
Replying to Christina Drake
...
Completely understand. Unfortunately I'm not talking I. The project since its for operational work but I knew this would be a good place to ask seeing PMs are always having to come up with performance metrics.
Of course it is the right place to ask and I would be more than glad to assist to the best of my knowledge but I am trying to fully understand your request in terms of metrics for what performance exactly - If you could elaborate more, that would be great. Saving Changes...
Thomas WalentaGlobal Project Economy ExpertHackenheim, Germany
Apr 07, 2016 5:08 PM
Replying to Christina Drake
...
Well the position isn't focused on client satisfaction as much as booking resources. We are a professional services organization and keeping our resources booked is how we make money. Historically we have not had any hard metric numbers around performance so I'm trying to figure out when my staff member is "overloaded" and to see if they are performing.
So, his value to you is if he keeps your resources booked and utilized?
Measurements then could be #resources booked, #hours booked per week/month, %utilization (booked hours/available hours), maybe a improvement measure like increase in hours booked.
With measurements you focus him. Saving Changes...
Darren KosaPlanning & Controls ContractorHampshire, United Kingdom
Hi Christina,
I don’t know how complicated the role is, but have you thought about measuring something like productive capacity versus capacity utilisation?
By breaking down the steps a scheduling coordinator takes when managing one engineer, you could estimate the time it takes to complete each step, and then use those estimates to determine how many engineers they can realistically manage per hour.
Extrapolate that out over a day, week, or month, take into account availability, and you can probably identify a rudimentary benchmark. Once they exceed that threshold then it might be an indicator that you need to recruit an additional person.
You may also want to factor in variables and have a multiplier for Low/Medium/High demand assignments.
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