Session 206: Performance Dashboards: The University of Miami Approach
Wednesday, April 17 at 11:30 AM
Measurement is important because it puts vague concepts in context; it is simply not enough to say you want to deliver quality service—you must define it before you can know if you’re succeeding. In this session, Eddie Vidal will introduce the tools and templates you’ll need to grade and rank your service desk analysts in eight different categories (based on the same program he implemented at the University of Miami). Since all of these numbers and measurements will get you nowhere without the buy-in and contribution of the analysts you are measuring, Eddie will walk attendees through the steps he followed to gain that buy-in, and provide you with a starting point for implementing analyst dashboards in your organization and improving the quality of service you provide to your customers.
2. UniversityofMiamiUniversityofMiami
Eddie Vidal
• HDI & Fusion Track Chair
• HDI & Fusion Conference Speaker
• HDI Strategic & Member Advisory
Board
• HDI Southeast Regional Director
• President of South Florida HDI Local
Chapter
• Published in Support World
Magazine
• HDI Support Center Manager
Certified
• ITIL V3 Foundation & OSA Certified
Manager, Medical IT Service Desk
evidal@miami.edu
eddie_vidal@yahoo.com
305-439-9240 2
@eddievidal
http://www.linkedin.com/in/eddievidal
4. UniversityofMiamiUniversityofMiami
Setting Expectations
• Do we know what is expected of us?
• If you knew, would you do your job
better?
• If you knew the results of your work?
– Know your strengths
– Work on weaknesses
• Praise, Praise, Praise
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5. UniversityofMiamiUniversityofMiami
UM Approach – Why?
• Recognize top performers
• To demonstrate management cares
• Our goal is to achieve better morale, fair
treatment to each team member and
obtain consistent performance on a
daily basis
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6. UniversityofMiamiUniversityofMiami
UM Approach – Why?
• Specify required performance levels
• Track individual and team performance
• Plan for head count
• Allocate resources
• Justification for promotions and salary
increases
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7. UniversityofMiamiUniversityofMiami
UM Approach
• Researched best practices, contacted
ITSM peers and used HDI Focus Books,
HDI Research Corner
• Several Revisions
• Involved and Gained Acceptance from
Team
• Obtained buy-in from Management
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8. UniversityofMiamiUniversityofMiami
Acceptance
As a team member of the IT Support Center I have
participated, provided feedback and helped develop the
measurements used for our annual review and recognition
plan. I, hereby, acknowledge that I have read and understand
the IT Support Center Measurement procedures. By signing, I
acknowledge and agree to the criteria by which I will be
measured and understand what is expected of me.
_________________ ____________________
Employee Signature Print Name
_________________ ____________________
Authorized Signature Print Name
_________________ _____________________
Date Date
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9. UniversityofMiamiUniversityofMiami
Service Desk Analyst Employee of the
Month Spotlight on Success
• Reward
• Must reach score
of 90% or higher
• One employee
eligible per
calendar month*
*If we have a tie, the employee
entering the most Service
Requests and Incidents will be
the winner.
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12. UniversityofMiamiUniversityofMiami
What is Measured?
1. Call Monitoring 15%
2. Incident Tracking 15%
3. Average Talk Time 10%
4. Percent Available/Logged in Time 10%
5. First Call Resolution 10%
6. Percent of Service Requests Entered 15%
7. Percent of Team Calls Answered 10%
8. Service Request/Incident Tracking
Accuracy 15%
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13. UniversityofMiamiUniversityofMiami
Metrics – Call Tracking
• Percent of incidents
entered based on total
calls answered
– Example: 75 incidents
entered / 100 calls
received = 75%
• Weight 15%
• Goal 70%
– 70% or higher 15 points
– 50% to 69%, 12 points
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14. UniversityofMiamiUniversityofMiami
Why Do We Track Incidents?
• To build a repository to identify
customer training and education needs
• Ability to build self-help solutions to
allow customers to resolve many issues
with less impact on the support staff –
Level 0 support
• Leads to Problem, Change, Knowledge
and Release Management?
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21. UniversityofMiamiUniversityofMiami
First Call Resolution (FCR)
• Percentage of incidents resolved
on the initial contact with the
customer
• Used to measure the knowledge
and skill level of the analyst
• Weight 10%
• Telecom Goals: 60%
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22. UniversityofMiamiUniversityofMiami
Percent Available Time
• Percentage of total time the analyst
has been available to take incoming or
make outgoing calls
• Talk time (ACD + DN) + Waiting time –
Not Ready time = % Available
• Weight 10%
• Goal: 6 hours 30 minutes of time
logged in to the ACD
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23. UniversityofMiamiUniversityofMiami
Average Talk Time
• Average talk time per analyst
• Average time an analyst spends talking to
a customer on each call
• Used to determine staffing and training
needs
• Weight 10%
• Goal 5 minutes
• 5 minutes or less 10 points
• 5 minutes or over 0 points
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27. UniversityofMiamiUniversityofMiami
Bonus Points
• Knowledge Database Document Contribution
• Training, ULearn
• Seminars attended
• Must return and present to the team what
you learned from the seminar and how it
can be applied to the job or team
• Presentations to the Team (SME)
• Unsolicited Customer Commendations
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28. UniversityofMiamiUniversityofMiami
Additional Performance
Appraisal Requirements
• Professional Development
• 20 hours of class time per calendar year:
• PDTO CBL
• Conflict Resolution in Everyday Life,
Customer Service for the Professional,
Setting Personal Goals
• Certification once per year
• Microsoft Certified Desktop Support Technician
(MCDST)
• Microsoft Certifications for IT Professionals
• A+, Network +, Security +, ITIL, VoIP
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30. UniversityofMiamiUniversityofMiami
Customer Surveys
I am satisfied with….
1. The courtesy of the support
representative?
2. The technical skills/knowledge of the
support representative?
3. The timeliness of the service provided?
4. The quality of the service provided?
5. The overall service experience?
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31. UniversityofMiamiUniversityofMiami
Customer Surveys
Overall Survey Results Start Date 6/4/12, Scores after 238 surveys 1/18/13
Customer Satisfaction with
1 (Very
Dissatisfied)
2
Dissatisfied
3
Neutral
4
Satisfied
5 (Very
Satisfied)
Total
Satisfaction
(Combined
4/5
Percentage)
The courtesy of the representative 1% 0% 3% 4% 91% 96%
The technical skills/knowledge of
the support representative? 1% 0% 3% 6% 89% 95%
The timeliness of the service
provided? 1% 3% 3% 5% 87% 92%
The quality of the service
provided? 1% 2% 3% 4% 90% 95%
The overall service experience? 2% 1% 2% 8% 88% 95%
35. UniversityofMiamiUniversityofMiami
Performance Dashboards
• Who is your customer/audience?
• What is the information requested?
• How often do they want it?
• What format?
• How do they want to receive
information?
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5 Reasons Nobody Reads Your Reports - Plexent
http://www.plexent.com/5-reasons-nobody-reads-IT-reports/
37. UniversityofMiamiUniversityofMiami
Emails Phone Tickets Requests
Received Sent Offered Answered Abandoned
Abandoned
Rate Opened Closed Opened Closed
ITES
Jan 365 0 775 564 145 19% 893 894 0 0
Feb 58 0 581 411 133 23% 162 155 0 0
Mar 134 0 536 447 73 14% 282 296 0 0
Apr 503 0 657 467 154 23% 1061 1129 0 0
May 805 0 569 465 80 14% 1357 1396 3 2
Jun 525 0 659 524 103 16% 1318 1269 2 1
Jul 617 0 545 463 65 12% 1257 1250 8 11
Aug 588 0 594 500 83 14% 1055 995 318 365
Sep 423 0 396 328 61 15% 275 272 575 611
Oct 447 0 365 258 87 24% 287 285 762 717
Nov 360 0 332 216 90 27% 214 213 613 595
Dec 552 0 233 194 29 12% 851 849 426 426
Grand Total 5377 0 6242 4837 1103 18% 9012 9003 2707 2728
USS Metrics Dashboard
Information Requested
38. UniversityofMiamiUniversityofMiami
Channel Tracking
January February March April May June July August
Septemb
er
October
Novembe
r
Decembe
r
Calls Offered 695 550 517 644 544 632 532 561 373 345 311 226
Calls Answered 506 392 431 459 445 505 452 472 307 246 207 188
Email 304 50 120 313 525 289 408 329 286 244 225 352
Work Orders 0 0 0 0 2 0 3 240 501 436 377 295
Trouble Tickets 809 138 278 799 943 803 850 630 125 143 96 647
0
100
200
300
400
500
600
700
800
900
1000
39. UniversityofMiamiUniversityofMiami
Trending Year-to-Year
Jan Feb Mar Apr May Jun Jul Aug Sept Oct Nov Dec
Year 1 3745 3484 3365 4254 2522 4344 2955 2263
Year 2 3536 3222 3208 3464 2967 3347 3575 4128 3908 3692 2640 2583
Year 3 2970 2476 2619 2637 2714 3332 3707 4595 4504 4406 3141 2848
0
500
1000
1500
2000
2500
3000
3500
4000
4500
5000
Numberofcalls
Total Calls for Year 1, 2 & 3
42. Thank You for Attending
Contact Information
Eddie Vidal
305-439-9240
eddie_vidal@yahoo.com
evidal@miami.edu
@eddievidal
http://www.linkedin.com/in/eddievidal
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Session Evaluation