Metrics Can Inspire Teams: Who Knew? (242314629)

8/11/2019 Metrics Can Inspire Teams: Who Knew? (242314629)

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Metrics can inspire Teams:

Who Knew?

Kevin Jinde – Team Lead/Senior AnalystUniversity of Guelph

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What are Performance Metrics/KPIs?

Key Performance Indicators (KPI)o A Key Performance Indicator (KPI) is a measurable value

that demonstrates how effectively a company is achieving

key business objectives. Organizations use KPIs to

evaluate their success at reaching targets.



What Challenges have you faced

introducing Metrics to your Organization?

Don’t want to be measured Individually

Metrics will show poorly initially

Can’t see the value More Work for Team

Can’t determine what to measure

Quality/Accuracy of Measurement

Data may be misleading

Fear/Uncertainty



KPI Implementation in Managed Desktops

Managed Desktops: Provides IT support to 23

Departments on campus, with a team of 10

Analysts/Technicians.

KPI Implementation started in

September 2010 in full production

by December 2010 (less than 3 months).



Leadership Role in a KPI Plan

Facilitate Inspire Delegate Negotiate



7 Steps for metrics implementation

1. Team Inclusion/Shared Vision

2. Obtain Buy-In

3. Setting KPI’s and Gather Data

4. Goal Setting5. Celebrate Success

6. Review and Readjust

7. Integrate



Team inclusion from start to finish



Obtaining Buy-In

Team

Shared Vision

How can metrics help the team get what they need?

Clear Visibility into Day to Day Operations

Emphasis on Team Ownership

Team Metrics Not Individual Metrics

Measure yourself



Obtaining Buy-In

Management

Shared Vision

Agree to keep it internal to the Team

Set no goals for the first x months/year

Commitment to use data



Setting KPI and Gathering Data

Choosing the right KPIs relies upon a good understanding

of what is important to the organization

What is important' often depends on the department

measuring the performance e.g. the KPIs useful to

finance will really differ from the KPIs assigned to sales.

The team knows the service best



Setting KPI and Gathering Data

Key metrics/Key projects

Important influencers

Combine individualized data Automation (ticket system)

Make a game of it



Important Influencers

What tasks/events might influence your service?

Known Time Sink Tasks

Unexpected Events

Staffing

Projects


Tickets Opened in themonth

On-site visits

Absent days

New hardware deployment

Unplanned system rebuilds

Antivirus incidents




Target May Jun Jul Aug Sep

% closed vs Received 80% 88.50% 77.90% 76.60% 82.50% 85.20%




Target May Jun Jul Aug Sep

% closed vs Received 80% 88.50% 77.90% 76.60% 82.50% 85.20%

Tickets Opened in the month

Normal

(100-149) 130 172 94 143 223

On-Site Visits 48 57 44 56 97

Absent Days2 8 7 4 3.5

New Hardware Deployments(per

month) 6 6 18 12 33 16

Unplanned System Rebuilds

(Malware/Virus) 6 2 13 9 6 9

Celebrate Success even when Goals aren’t met!!



Goals

Set Arbitrary Goals or No Goals for the first year

Build a buffer into your Target Figures

Average Turn around time on

Tickets (Days)1.5 1.5 1.4 1.4 2.5 2.4 1.6 2.5 2.5 1.9 1.9 1.6 1.6 /mth 1.9

Tickets Opened in the month 100 143 142 111 149 209 147 126 97 164 136 123 139

/mth 140.5

% closed vs Received 80% 75.5% 77.5% 73.0% 63.1% 78.5% 78.9% 79.4% 75.3% 74.4% 76.5% 86.2% 76.3%

/mth 76.2%

Average Turn around time on

Tickets (Days)1.5 1.8 1.4 1.7 2.1 1.3 1.3 1.3 1.0 1.3 1.4 1.7 1.3 /mth 1.5

Tickets Opened in the month

Normal (100-149) 130 172 94 143 223 168 173 157 197 154 187 154

/mth 162.7

% closed vs Received 80% 88.5% 77.9% 76.6% 82.5% 85.2% 80.4% 84.4% 95.5% 80.2% 79.2% 74.9% 78.6%

/mth 82.0%

Year 1

Year 2



Review

Review KPI’s frequently, Monthly/Weekly

Reward Success

Discuss relevance of the data, encourage new KPI

ideas for end of term review. Use the Data to increase productivity

May-13 Jun-13 Jul-13 Aug-13 Sep-13 Oct-13 Nov-13 Dec-13

On-Site Visits 123 73 109 120 123 96 99 92





Integration into daily routine Make it part of the culture

Find ways to integrate KPI discussions in everything you do



Summary: Key Success Factors for U of G

Leadership messaging and method

Bottom-Up Approach

Team Ownership & inclusion from start to finish

Remove Individualization Management & Team Buy-In

Grace Period and Goal Setting

Celebration of Success

Monthly Review Integration to Daily Culture



Help us improve and grow

Thank you for participating

in today’s session.

We’re very interested in your feedback. Please take

a minute to fill out the session evaluation found within

the conference mobile app, or the online agenda.



Kevin Jinde

Team Lead Managed Desktops Service

University of Guelph

[email protected]

Questions ?

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Metrics Can Inspire Teams: Who Knew? (242314629)