5 way to make metrics matter

5 ways to make metrics matter

Start with why!

Metrics, reports and data take a lot of time…

….therefore you really need to know why you are doing it!

Start with why!

So you must have a clearly defined purpose.

But this can be hard, as with metrics there is no real obvious

goal.

Start with why!

So your purpose should look something like this:

An investment in optimising discovery.

Start with why!

You can use value statementsto help guide you, for example:

“Ensure IT staff communicate with each other in smart and

supportive ways”

Start with why!

Then ask yourself questions about your metrics, such as:

“Does reporting on escalation time between first and second line help me fulfil this value?”

Start with why!

…and to create metrics that genuinely matter.

These values and questions help align your activities to your purpose…

Make it easy!

Because let’s face it, reporting is a long and boring job…

How easy? SOOO easy.

Make it easy!

And when a report is long, boring and complicated…

It will drive you insane!

Make it easy!

Here are my top three tips for easy reporting…

Make it easy!

1. Know what data your tools can

measure

Make it easy!

Because you can’t use a tape measure to find out how tall the Eifel tower is…

Make it easy!

But you could measure a cupboard or a banana!

Make it easy!

2. Know how long reporting takes and

decide if it is worth the time

Make it easy!

Run some basic ROI on the time it takes to run each report

Make it easy!

And stop telling your self:

“it just takes 5 minutes”

Make it easy!

3. Understand what your reports mean to the people you are

measuring

Make it easy!

Good metrics should help people learn more about themselves.

I am on a journey of self

discovery!

Make a plan and stick to it

Okay, we know this reporting stuff can be a little tedious…

…but the feeling of uncovering that mind blowing pattern or

trend is really quite spectacular!

Make a plan and stick to it

How I feel when

I improve SLA times by 25%

Make a plan and stick to it

So you need to keep on top of your reports:

• Automate as much as you can

• Stick to a schedule

• Keep your data lean & relevant

Make a plan and stick to it

Also, know which reports and metrics to share and when.

Data fatigue is a real thing and it can be quite demoralising…

Make a plan and stick to it

Say “what was

my first time fix

rate today? ” AGAIN!

People vs problemmetrics

Metrics allow us to make better informed decisions about how we run our services.

Report

People vs problemmetrics

These decisions can influence two different things:

Behaviour and

Processes

People vs problemmetrics

To uncover trends in Behaviour……you look for people metrics

To uncover trends in Processes ……you look for problem metrics

People vs problemmetrics

An example of using people metrics to discover behaviour could be:

Monitoring customer feedback to find out

whether your staff have been polite and helpful on

the phone.

People vs problemmetrics

Whereas you would use problem metrics to learn more about your processes:

We are regularly breaching SLA on account setups for

new staff.

Therefore we should look into adjusting how

the account request form is completed.

People vs problemmetrics

Why do I need to know the difference?

People metrics require a more subjective and consultative approach.

Process metrics require a more analytical and strategic approach.

Assume, Validate and Act!

We are often to told…

NEVER TO ASSUME

This is a lie. Assuming things is a great idea, however you must validate your

assumptions before you act on them.

Assume, Validate and Act!

Assume:

Find the trends in your data and make some educated guesses as to why they are there.

Assume, Validate and Act!

Validate:

Share and discuss your ideas with your peers, and have them support and critique your analysis.

Assume, Validate and Act!

Act:

Like all good ideas, they are no good to anyone unless you can act on them and bring them to life.

So to recap…

Start with why Make it easy Make a plan and stick to it

People and process: know the difference

Assume, Validate and Act

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