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In: Operations Reporting-Analytics

Q4 is approaching and it will soon be time to evaluate and update your technical support organization’s customer focused metrics for 2012.  To get started, I recommend that you consider customer metrics in two categories, “work in process” and “service delivery”. Work in process metrics focus on the cases or tickets that are still open and include measurements such as backlog, backlog ratio, average age and internal service level achievement. Service delivery metrics focus on the end of the support process, at the time or after the service has been delivered. These measurements include SLA (also called average days to close) and customer satisfaction. Today’sRead More →

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In: Decision Making

A report on its own provides little value. It is the analysis partnered with management judgment that holds all of the power. Sadly, there is an epidemic of low value reporting in Corporate America. Millions of pages in excel reports, large data dumps and endless CRM queries that give us the “what”, but nothing more. Leaders are being forced to work on lower value, number crunching activities, our decision making takes longer and ultimately our business results suffer. However, we can treat this epidemic. We can coach and develop our team members to move down the spectrum from reporting to analysis: from data to information.Read More →