Hi All,

Currently I am in a process of creating performance metrics for my function(administration & facilities).

Really in need of initial hand-holding to understand ..

What aspects of business form a performance matrix ( processes,customer satisfaction etc)?

At the maximum how many metrics one could have in a particular function?

How to start?

What background arrangements need to be considered/ensured to build a performance metric.


The targeted objective of the metric is -

Understanding of how well/bad we are functioning- (understanding of improvement opportunities)

Keeping a tab on customer sensitive & delivery areas for departmental success- (periodic review)

Metrics can be then aligned (modified to suit) to the organizational/departmental goals

Also do share if you have any template of a matrix.

Dear Deepak,

You may like to study a book on Balanced Scorecard to learn about generation of KPIs and Metrics for an organization.

Regards,

VK

Hi Deepak,

Metrics can be identified through:

• SLAs with customers
  

• Key process output variables:for example in call center opening, probing and closing are the three KPOVs that are believed to make the call successful. So here we could come out with metric around, opening, probing and closing
  

• Compliance metrics:The customer may have some compliance expectations, or govermental restrictions which will be affected by your functioning. This also needs to be considered
  

On the whole if you are asking for service related metrics, please go through your Master Service Agreement document with your client. This will help you in identifying your customer's expectations based on that we could frame the metrics.

The general template may include the following:

• Metric name
  
• Operational definition
  
• Threshold
  
• Unit of measure
  

Hope this helps.

Hi Venkat,

I agree with your inputs. However I am working in an administration function in one of the KPO's where employees are my direct customers. Here it becomes difficult to decide the performance meacurement parameters as we dont have any contractual obligations (or SLA's) with the employees for many services, neither we have any goals set by the mgmt.

Here what I think is employees satisfaction scores (for the services offered by our function) costs, audit scores (process compliance & accuarcy) might form a measurable metric. But dont know how to form such matrix & how to baseline the minimum performance expectation.

I am currenly working on an online survey to capture the employee satisfaction.

Advise what else can be made part of this matrix which can be tabled at a quartely frequency with the mgmt.

 

Thanks

Deepak

 

Dear Deepak,

It seems you have a unique situation. One tool that you may like to learn and use for the purpose of metric finalisation and prioritization is QFD.

Once you have finalised the metric, you can use benchmarking to set expected performance.

A good list of metric can be found in table f of COPC. 

Regards,