This document discusses metrics and key performance indicators (KPIs) for measuring organizational and team performance. It provides examples of KPIs for different roles like project managers, software architects, and developers. Metrics are suggested for customer satisfaction, support response times, project profitability, and revenue contribution. The importance of customer satisfaction, balanced scorecards, and retrospectives for process improvement are also covered at a high level.
3. About Promet
Custom
Development
SupportDevOps
Open Source Applications – Focus on Drupal
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built by others
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management for Drupal
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➢ Open source technologists
➢ Drupal platform since 2008
➢ Mobile apps since 2009
➢ Based in Chicago
➢ Distributed global team
➢ Agile development practices
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6. "In God we trust, all others bring data.”
- W. Edwards Deming
"What gets measured gets done, what gets
measured and fed back gets done well, what gets
rewarded gets repeated." - John E. Jones
Favorite Quotes
7. »Metrics are marketing
»Inform your stakeholders
»Report measurement that stakeholders can
understand activities and results
»Determine the best way to communicate
»Improve Performance - people do what is
measured
Purpose of Metrics
10. » Financial Perspective
• provide a good return on investment
• manage it related business risks
• improve corporate governance and transparency
» Customer Perspective
• Improve customer satisfaction and service
• offer competitive products and services
• establish service continuity and availability
• Create agility
• achieve cost optimization of service deliver
• obtain reliable and useful information for strategic decision making
» Internal Perspective
• improve and maintain business process functionality
• lower process costs
• provide compliance
• Manage bussienss change
• Improve and maintain operational and staff productivity
» * Learning and Growth Perspective
Balanced Scorecard
11. KPI: Project Profitability
Measured by: Profitability reporting (To be agreed upon)
KPI: Client Satisfaction
Measured by: NPS
KPI: Team Growth
Measured by: 360 reviews & retention rate
KPI: Revenue Contribution
Measured by: Add on sales & conversion of projects to support
KPI: Company Marketing Support
Measured by: Participation in Marketing activities
Team KPI (Key Performance Indicators)
Project Manager
12. KPI: Estimation of Projects
Measured by: Estimated LOE held up after detailed review
KPI: Correct Architecture of solutions
Measured by: Defect count during QA & duration of QA process
KPI: Quality of code delivered
Measured by: Number of defects in warranty period
Team KPI (Key Performance Indicators)
SA
13. KPI: Estimation
Measured by: Execution to estimation of tasks
KPI: Quality (Tracking mechanism)
Measured by: Number of defects
KPI: Code quality (very Subjective)
Measured by: SA comments
KPI: Timesheet
Measured by: Ability to create timesheets ontime
Team KPI (Key Performance Indicators)
Developer
14. Support Metrics
» Response
• Abandon Rate
• Wait (hold queue) time
• Average speed to answer
• Response time
• Call back
» Resolution - measure managers. It measures whether
you have the right people on the project
• Resolved First Contact
• Resolved X hours, Y hours, Z hours
• Tickets Cases re-opened, repeats
15. Support Metrics
» * Costs
» * Call/Contact
» * Customer/User
» * TCO
» * Service Desk
» * volumes, trends
» * Perfomance to goals
» * Incident Management
» * volumes, trend repeat
» * reduciton in resotation
» * performance to goals
» * customer satisfaction
» * Request Fulfillment
» * Volumes, trends
» * Time to complete requests
» * Customer Satisfaction
» * Employee Satisfaction
» * Knowledge Base
» * Change Management
» * number of indigents/requests due to the
change
» * Additional (reduction) workload due to
changes
» * Release Management
» * number of incidents
» * Workload
» * volumes
» * calls/cases/per customer
» * number of registered users
» * total numbers of users
» * time spent contacting users
» * time spent on change related incidents
» * Individuals
» * number of call taken
» * average handle time
» * Availability
» * Occupancy
» * Number of inditents/closed on first contact
» * customer satisfaction
» * Incident
» * closer time
» * mean time for closing
» * re-open
» * closed first contact
» * escalation for resolution
» * remote tool utilizaiotnent
24. Customer Satisfaction
Customer satisfaction is an overall
customer attitude towards a service
provider, or an emotional reaction to
the difference between what
customers anticipate and what they
receive, regarding the fulfillment of
some need, goal or desire
29. Customer Satisfaction Facts
Why Customer Satisfaction is
Important?
● It’s a leading indicator of consumer
repurchase intentions and loyalty
● It reduces customer churn
● It increases customer lifetime value
● It is cheaper to retain current customers
than to acquire new ones
31. NPS
How likely is it that you would recommend our
company/product/service to a friend or
colleague?
ORIGINAL ARTICLE:https://hbr.org/2003/12/the-one-number-you-need-to-grow
32. Providing Great Customer Service Rules
1. A “Perfect” Service
Service that is designed and tested to function perfectly under
reasonably foreseeable circumstances within a reasonable timeline
2. Delivered in a Caring, Friendly Manner
Lack of caring delivery will sink most and any perfect product or
service - The softer science - care and comfort - is what lets you reach
and retain a customer
3. In a Timely Fashion
No matter how otherwise perfect, in the eyes of the customer it’s
broken if you deliver it late.
4. Backed by an effective problem-resolution
Expect things to go wrong. Plan for this eventuality, keeping the
emotional needs of your customer central.
33. Providing Great Customer Service Rules
Deliver Value
What is the project - cater to your customer
Establish a relationship
Automation, Test, CI/CD
Destroy Silos / DevOps
Empower Teams
Culture – Hiring
Clariy, Accuracy, execution, Empathy