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in 2021
in 2021
Indicators to implement
Indicators to implement
Key Performance
Key Performance
Why is Tracking KPIs Important?
Why is Tracking KPIs Important?
IT is an enabler. Through the use of technology, business objec
IT is an enabler. Through the use of technology, business objectives are defined, measured, progressed, all contributing to making your business better. You should view the contribution technology spend brings to the business against measures of… • Efficiency (doing more with what you have) • Effectiveness (doing more) • Economy (adding greatest value at least cost) • Experience (making the journey smoother) When technology spend is proven to have a positive impact on the business by measuring against KPI’s, then any spend is worth it!
• Efficiency (doing more with what you have)
• Efficiency (doing more with what you have)
1
1
Budget vs. Actual Spend How is your actual spend matching up to
Budget vs. Actual Spend How is your actual spend matching up to the planned budget? What, if anything, needs to change?
2
2
IT Expense per Employee See how much each employee’s IT equipme
IT Expense per Employee See how much each employee’s IT equipment (both hardware and software) is costing the business. Can you justify this cost, and how does this compare to other similar sized organisations?
4
4
t Tracking cases (or “tickets”) allows you to see how often emp
t Tracking cases (or “tickets”) allows you to see how often employees encounter problems in their day-to-day work, plus how disruptive those problems are.
5
5
Average Downtime t
Average Downtime t
6
6
Productivity Levels t
Productivity Levels t
7
7
Agility How quickly/efficiently is your business able to adapt
Agility How quickly/efficiently is your business able to adapt to either project or market changes? How well is the business able to scale up, work with new clients, or add new members of staff?
8
8
System Adoption and Lifecycle What percentage of staff are usin
System Adoption and Lifecycle What percentage of staff are using the business’ systems? Are they using it in the way that it should be being used? Are they using certain parts too much or too little? Why is this the case?
9
9
Response Time in Supporting Customers How long does it take to
Response Time in Supporting Customers How long does it take to answer customer phone calls or emails? Could this be improved with different IT tools or by setting targets for your team?
10
10
Average On-Hold Time The average customer hold time can indicat
Average On-Hold Time The average customer hold time can indicate the efficiency of filing systems, record access or call forwarding to the appropriate member of staff.
11
11
Average Time to Resolve Customer Queries This KPI can indicate
Average Time to Resolve Customer Queries This KPI can indicate whether or not the current processes are working, or if something needs to be changed. Is information being captured correctly and efficiently?
3
3
Project Delivery Projects are how change is introduced. Measur
Project Delivery Projects are how change is introduced. Measure their results in terms of their return – whether objectives are met and the desired/required change effected – ahead of the necessary judgement of time and money. Use a GANT chart to track actual delivery times against those you planned to identify where the process needs to be streamlined. How are your systems and people structured and impacting project effectiveness? Are there processes that can be automated to streamline and expedite delivery times?
Budget vs. Actual Spend How is your actual spend matching up t
Budget vs. Actual Spend How is your actual spend matching up to the planned budget? What, if anything, needs to change?
1
1
IT Expense per Employee See how much each employee’s IT equipm
IT Expense per Employee See how much each employee’s IT equipment (both hardware and software) is costing the business. Can you justify this cost, and how does this compare to other similar sized organisations?
2
2
Project Delivery Projects are how change is introduced. Measur
Project Delivery Projects are how change is introduced. Measure their results in terms of whether objectives are being met, in time and on budget Use a GANT chart to track actual delivery times against those you planned to identify where the process needs to be streamlined. How are your systems and people structured and impacting project effectiveness? Are there processes that can be automated to streamline and expedite delivery times?
3
3
No’ of Support Tickets vs. Level of Disruption Tracking cases
No’ of Support Tickets vs. Level of Disruption Tracking cases (or “tickets”) allows you to see how often employees encounter problems in their day-to-day work, plus how disruptive those problems are.
4
4
Average Downtime How much downtime are your employees and your
Average Downtime How much downtime are your employees and your business experiencing as a direct result of IT issues? Are some systems overly complicated?
5
5
Productivity Levels Average time spent on manual processes, ac
Productivity Levels Average time spent on manual processes, accessing data and reporting. By tracking this KPI via timesheets or using spreadsheets, you’ll be able to monitor progress and identify areas for improvement.
6
6
Agility How quickly and efficiently is your business able to a
Agility How quickly and efficiently is your business able to adapt to either project or market changes? How well is the business able to scale up, work with new clients, or add new members of staff?
7
7
System Adoption and Lifecycle What percentage of staff are usi
System Adoption and Lifecycle What percentage of staff are using the business’ systems? Are they using it in the way that it should be being used? Are they using certain parts too much or too little? Why is this the case?
8
8
Response Time in Supporting Customers How long does it take to
Response Time in Supporting Customers How long does it take to answer customer phone calls or emails? Could this be improved with different IT tools or by setting targets for your team?
9
9
Average On-Hold Time The average customer hold time can indica
Average On-Hold Time The average customer hold time can indicate the efficiency of you filing systems, record access or call forwarding to the appropriate member of staff.
10
10
Average Time to Resolve Customer Queries This KPI can indicate
Average Time to Resolve Customer Queries This KPI can indicate whether or not the current processes are working, or if something needs to be changed. Is information being captured correctly and efficiently?
11
11
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