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© Copyright Stephen Parry 2011 all rights reserved.
‘Its not what you think, but how you think
that matters’
What you measure demonstrates how you think
Stephen ParryFounder of See Business Differently.
Faculty Member of the Lean Enterprise Institute.
www.leanvoices.com blog
Twitter @Leanvoices
.
Sense and Respond: The Journey to Customer
Purpose
Stephen Parry, Susan Barlow and Mike Faulkner.
© Copyright Stephen Parry 2011 all rights reserved.
What is wrong with the traditional measurement approach?
© Copyright Stephen Parry 2011 all rights reserved.
Traditional approach: Feasible parts creating an infeasible whole.
Functional units
Independent SolutionsDesigned to Meet functionalTargets andGoals.
Throughput process
Its not unusual to have thirty or more solutions lining up for attention
F1 F2 F4F3 Fn
S1 S2 S4S3 Sn
© Copyright Stephen Parry 2011 all rights reserved.
Traditional approach: Feasible parts creating an infeasible whole.
Improved Customer Experience ?
Functional units
Independent SolutionsDesigned to Meet functionalTargets andGoals.
Its not unusual to have thirty or more solutions lining up for attention
F1 F2 F4F3 Fn
S1 S2 S4S3 Sn
© Copyright Stephen Parry 2011 all rights reserved.
Measurement Matrix
© Copyright Stephen Parry 2011 all rights reserved.
Does the customer experience the average ?
90%85%80% 100%95%
© Copyright Stephen Parry 2011 all rights reserved.
Fu
nct
ion
al
E
nd
to
En
d
No Matters to Customers Yes
You’ll not find many measures in this zone.
If you measure your business using
averages, you will get an average business
© Copyright Stephen Parry 2011 all rights reserved.
Some Recommended ITIL Measures
AverageHandle Time
FirstTimeFix
Mean time to process
by priority level
Calls/ Agent/Day
AverageIT Availability
Time
Agent Utilisation
CustomerSatisfaction ?
Depends
% Incorrectlyassigned
% resolved withinTarget priority MTP
Av time for 2nd level to respond
Av Time to resolve
% IncidentsRe-assigned
% IncorrectlyCategorised
% CallsBypass 1st Line
% of calls that areService Requests
No. calls withoutEsc/agent
No. Calls ExceedSLA
Av TimeCall Answr
% of CallsConvt to Tickets
Fu
nct
ion
al
E
nd
to
En
d
No Matters to Customers Yes
You’ll not find many measures in this zone.
If you measure your business using
averages, you will get an average business
9
Measurement before and after changing thinking
10
Application Development and Deployment.
Application Team Measures Users Measures
11
Oh! the pain!- the pain!
12
Which mind-set is open to change…?
© Copyright Stephen Parry 2011 all rights reserved.
‘Its not what you think, but how you think
that matters’
What you measure demonstrates how you think
Stephen ParryFounder of See Business Differently.
Faculty Member of the Lean Enterprise Institute.
www.leanvoices.com blog
Twitter @Leanvoices
.
Sense and Respond: The Journey to Customer
Purpose
Stephen Parry, Susan Barlow and Mike Faulkner.
