Delivering Business Value Metrics

Are you tired of creating endless reports that are barely even glanced at by your boss? Phil Gerbyshak recently joined us for a webinar and gave us some great advice on how to focus your metrics into something useful and meaningful to the business and to make sure your time and efforts are not wasted.

Deliver Business Value MetricsPhil starts off with an example from Comcast—a recording of a call between a customer and an agent recently went viral as the agent spent 20 minutes attempting to prevent a customer from cancelling his services. Comcast has since released a statement saying the agent was only doing what he had been trained to do. Clearly customer retention was thought to be the most important metric for this person—listening to and respecting the customer’s needs were lost. So, what you should really aim to deliver is business value metrics. What are these? The answer—anything can be, as long as it is one of the following:

  • Metrics that matter to the business
  • Metrics that help the business be more efficient
  • Metrics that help the business be more profitable.

Phil identified that a common reason for a lack of interest in reports is that they lack context and meaning and are often just a series of numbers. If the numbers have context for the business, they will be reflective of the service the business is delivering and therefore help to highlight areas to improve on. Better service equals better customer satisfaction.

Another tip Phil shares is to reduce the number of reports. Discuss what each person actually wants to know about and what they do with the information, and cut the amount of reports to only these. Less is often more. It is better to only give five reports that will all be used than to give 10 that are not reviewed. Make reports tell stories. Try thinking about how you would explain the information without using numbers. A problem often faced is not having the right visibility into the business to provide reports that really matter. A good way to tackle this is to speak to the people you are reporting to, but keep in mind, your reports will often need refining to reflect the changes of the business.

Another approach Phil uses is the “metrics triangle.” Think of this as an equilateral triangle with ‘customer satisfaction’, ‘employee satisfaction,’ and ‘employee productivity’ along each side and ‘business value metrics’ in the middle. The significance of the triangle is that all the sides are the same size, and your focus should reflect this. Treat all sides as important as the other to help you stay aligned. For example, many people will want to measure employee productivity, but this should not be controlled at the expense of customer satisfaction, such as in the case of the Comcast phone call. Above all, customers should be at the centre of your processes.

By Lottie Davis

2014 Gartner Magic Quadrant

IT service support management (ITSSM) tools extend the capabilities of IT service desk tools by providing modules that automate configuration and release governance processes, and provide a business view of IT services. These capabilities enable the IT support organization to manage incidents, problems, changes and service requests throughout their life cycles at a more efficient and effective rate. ITSSM tools also provide capabilities that enable business end users to gain knowledge to support and resolve their computing-related issues or to request an IT service.

Read the full report here

Job Opportunity

Job Opportunity – Technical Services Consultant

Job Description

Are you passionate about Service? Does implementing detailed processes and developing them with the client excite you? Our business provides all of the above, at high service levels, every day.

We are seeking a technical consultant that will enhance and develop our client service desk and call centre applications. This job will require getting your hands dirty with SQL. You will need to be a logical thinker and someone that can follow a process from start to finish. A quick learner that is happy to teach themselves and then feedback knowledge to the team. We offer a challenging but fun environment that will grow you and your ability to deal with clients. If you are ready and prepped for a challenge, we have a fast and capable company ready to aid you. We require solid references, well documented past performance.

Primary Responsibilities:

• Quickly come up to speed on ITSM products and underlying technologies• Provide implementation services to ITSM customers • Gather customer requirements and design, configure, test, troubleshoot, and document ITSM implementations • Develop and deliver onsite end-user training • Effectively manage multiple simultaneous engagements • Provide the highest level of customer service and achieve outstanding customer satisfaction

Minimum Requirements/Qualifications

• Proven experience and ability providing professional services solutions • Deep technical knowledge and experience with: relational databases (Microsoft SQL Server, SQL EXPRESS), Microsoft Active Directory and LDAP, • Microsoft Exchange • Demonstrated excellence in written and oral communications • Must be able to learn new technologies quickly • Strong analytical troubleshooting/diagnostics and problem solving skills • Excellent organizational skills; effectively manage multiple priorities and follow through on all projects to completion • Ability to thrive in a high-volume, fast-paced environment • Knowledge and experience with ITIL, ISO 20000, COBIT, and other ITSM-related best practices • Demonstrated ability to achieve successful outcomes in handling difficult situations • Requires travel to customer sites to assist with implementations

Preferred Knowledge/Experience

• BS/BA Degree • ITIL v3 or 2011 Foundation certification – Intermediate or Expert certifications preferred • Network troubleshooting and knowledge of protocols such as TCP/IP, WMI, and SNMP • Experience with network discovery tools • Experience with Microsoft System Centre Configuration Manager (SCCM) • PC/Server Hardware • Report writing using SQL Reporting, Crystal Reports, or other reporting tools • Previous development/programming experience in Microsoft .Net and/or with Web Services and/or APIs.

Please submit your CV with a covering letter to:  jess.knauf@thinktanks.co.za