Operations Reviews, or ops reviews, are common management tools in Support organizations. If you’re going to measure something, goes the logic, it’s best to act on those measurements. Making course […]
Measures
Metrics Myth Seven: Find Industry Peers and Benchmark Against Them
As a consultant, I find it rare to spend fifteen minutes with a capable executive before she asks me to assess how they’re doing compared with other companies. It’s a […]
Metric Myth Six: Do an ROI Analysis Before Investing in a Major Purchase or Initiative
There’s nothing wrong with doing an ROI analysis—as a matter of fact, I think it’s a great idea. It’s just that the way that we, as an industry, typically use […]
Metric Myth Five: There Are Good Industry-Standard Measures. Use Them.
(A quick note to start: our February KCS Foundations Workshop is filling up. If you or a colleague are interested, now would be a good time to register.) It’s a […]
Metrics Myth Four: If We’re Doing a Great Job of Delivering Customer Satisfaction and First Contact Resolution at High Efficiency, We’re Doing a Great Job of Support
Because, you know, that’s what support does. Close cases. Quickly. In a way that satisfies customers. Mission accomplished; let’s grab a beer! Not so fast. This myth begs the […]
Metrics Myth Three: Managers Should Set Ambitious and Inspiring Goals
Yes, but. This is one of these partial truths where getting the details right really matters. Followers of popular business books will recall the BHAG—the Big Hairy Audacious Goal—proposed by […]
Metrics Myth Two: Support Leaders Should Have Direct Control Over their Metrics and their Goals
“Men at some time are masters of their fates.” Cassius, to Brutus, Julius Caesar, Act I, Scene 2. It’s almost axiomatic that we should sign up for goals only if […]
Support Metrics Myth One: Goals Should be SMART
Metrics always seem to be a favorite topic of conversation. At a recent CSI program team meeting, I was comparing notes with the Consortium’s Melissa Burch about some of the […]
Little Data
You can’t escape hearing about Big Data right now—it has replaced “cloud” as the current hot buzzword in tech. The idea is pretty simple: it’s easy to gather huge volumes […]
From Article Quality to Resolution Quality
A cornerstone KCS quality measure is the Article Quality Index (AQI.) We calculate the AQI by sampling a handful of articles captured by licensed knowledge developers and checking them against […]
