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Hello There,

 

New to this constituent group since the most recent Educause convention. I appreciated the discussion there. One item that was brought up in the discussion session was what Universities are using for Key Performance Indicators and what the data on the KPIs helps us achieve. Very interesting topic since we are looking at expanding our measures of self-evaluation on services provided.

 

Our department’s focus is centralized ERP solutions for three campuses (HRMS, FIN, ISIS, etc.). Currently we track Outage numbers against SLAs, issue tracking, desktop ticketing. Other items we are starting to track are number of projects implemented within a year, throughput of projects through the process versus those queuing up.

 

May I ask what you might use for KPI’s to create metrics around? I appreciate your input. Thank you!

 

Ridawn Cummings

 

 

 

Ridawn Cummings

Assistant Director of Project Management

University Information Systems

University of Colorado

1800 Grant Street, Suite 300

Denver, CO  80203

t. 303-860-4323

 

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

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Comments

Message from jj014747@pomona.edu

Happy Friday, Ridawn.

I try to find metrics that work demonstrate Customer Satisfaction KPIs.  How long does the customer wait for resolution?  How many first call responses can you report about?  What type of phone stats do you have in terms of abandons? So forth and so on.  It's important obviously to understand that the numbers one can pull are only part of the process.  So there's a bucket of stats (perhaps objective) and survey information (subjective), focus groups, etc.

Sounds like what you're tracking contributes to the whole picture!  Have fun.

From: Ridawn Cummings <ridawn.cummings@CUSYS.EDU>
Reply-To: The EDUCAUSE IT Metrics Constituent Group Listserv <ITMETRICS@LISTSERV.EDUCAUSE.EDU>
Date: Friday, November 30, 2012 3:22 PM
To: "ITMETRICS@LISTSERV.EDUCAUSE.EDU" <ITMETRICS@LISTSERV.EDUCAUSE.EDU>
Subject: [ITMETRICS] KPI examples?

Hello There,

 

New to this constituent group since the most recent Educause convention. I appreciated the discussion there. One item that was brought up in the discussion session was what Universities are using for Key Performance Indicators and what the data on the KPIs helps us achieve. Very interesting topic since we are looking at expanding our measures of self-evaluation on services provided.

 

Our department’s focus is centralized ERP solutions for three campuses (HRMS, FIN, ISIS, etc.). Currently we track Outage numbers against SLAs, issue tracking, desktop ticketing. Other items we are starting to track are number of projects implemented within a year, throughput of projects through the process versus those queuing up.

 

May I ask what you might use for KPI’s to create metrics around? I appreciate your input. Thank you!

 

Ridawn Cummings

 

 

 

Ridawn Cummings

Assistant Director of Project Management

University Information Systems

University of Colorado

1800 Grant Street, Suite 300

Denver, CO  80203

t. 303-860-4323

 

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

------------------------------------------------------------- This message has been scanned by Postini anti-virus software. ********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

Hi Ridawn,

 

That was a loaded question.  Not “loaded” in the sense of setting a trap, but loaded in the sense of instigating a lengthy response!  : - )

I missed this year’s conference…but it sounds like there were some good metrics discussions!  I hope that any metrics (KPI being a subset therein) would help you “achieve” either:

·         Needed Support (usually from above, but it can also be from peers or even customers)

·         Insight to expected future movement (positive or negative) – usually of process performance

·         Clarity around how specific processes work (or don’t)

·         Understanding of your customers’, workers’ or leaderships’ viewpoint of your products or services

 

Here are a few thoughts about your list of current measures:

1.       Outage numbers against SLAs – SLAs are good for setting one end of your range for “expectations.”  Are your SLAs a single value or an acceptable range?  What do you do with the data?  Are you looking at it over time?  Or are you looking at it only to see if you met (or failed to meet) the SLA?

2.       issue tracking – This can be wide and varied.  What about the issues are you tracking?  How are you using the results?

3.       desktop ticketing – Same as for issue tracking

4.       number of projects implemented within a year – Usually this isn’t meaningful in itself since projects can be of varying size and effort.  You run a risk of having large projects turned into smaller ones so the numbers look better.  I’ve been hoping to get to a more granular measure of productivity – number of functions delivered.  Of course this also requires clarity and consistency of what constitutes a function – as well as determining required vs. gold-plating. (see Measurable Marketable Features)

5.       throughput of projects through the process versus those queuing up – Sounds like “backlog” but the same concerns as in number four above exist… 

 

And finally I’ll get to your specific question:

May I ask what you might use for KPI’s to create metrics around?

 

I recommend using measures from the Effectiveness quadrant of the “Answer Key”:

1.       Delivery

a.       Availability

b.      Reliability

c.       Speed

d.      Accuracy

2.       Usage

3.       Customer Satisfaction

 

The idea is to apply “triangulation” to any “metric” you develop.  By using measures from each of the three choices above you will ensure you have a more well-rounded view of the metric.  The Effectiveness quadrant is based on the “customer view” of your products and services.  The measures you shared above can all fit under this model – and can all be looked at from the customers’ point of view.  Your measures can fit under this model in this way:

1.       Outages / SLA – Delivery (Availability)

2.       Issue Tracking – Delivery (Speed)

3.       Desktop Ticketing – Delivery (Speed)

4.       Projects Implemented – Delivery (Availability, Speed)

5.       Backlog Management – Delivery (Availability)

 

So, you may notice that you could use some measures from the other three areas.  (I believe you can also use what you have to cover “accuracy” if you track the level of rework within the issue tracking you’re currently doing).  You would want Usage and Customer Satisfaction. 

 

I’m only using this as an example…and I note that because your measures aren’t for the same service/product, so shouldn’t be grouped together in a metric.  The outages seems to be Utility-focused, Issues and perhaps Desktop are problem resolution (customer service), and the last two are Project Management-focused. 

 

While I usually refrain from sharing “KPIs” or measures we use since the measures you choose should be based on your specific needs (root questions) and not picked from a list of ones used by others…if you still want a list of measures we use I can share.  Of course, if you tell me the focus it will be easier since across our IT function we have dozens of measures being used.

 

Hope this helps,

Marty

 

Martin Klubeck, MA
Strategy & Planning Consultant

Office of Information Technologies

359 ITC
University of Notre Dame
Notre Dame, IN 46556

CEITPS: http://www.ceitps.org

(574)-631-5447

 

 DTRT  TRW  TFT

"If you don't know where you are, a map won't help,

If you don't know where you're going, any map will do"

 

Please consider the environment when considering printing emails.  But, since you’re obviously an email power user, I guess I don’t need to tell you not to print this email.  I mean we’re having a meaningful back and forth, aren’t we?  I’m proud of you and thank you for safeguarding our environment for the future generations… J

 

 

Wow. Thank you so much. I need to mull over specific business needs the metrics are addressing (root questions) and then maybe touch base with you more.  This list has been fantastic thus far. Thank you!!

 

Ridawn

 

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