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TOPdesk – Service Management Simplified What is Performance Management? Karel van der Poel CEO / Founder of Mirror42
TOPdesk – Service Management Simplified
What is Performance Management?
Karel van der PoelCEO / Founder of Mirror42
TOPdesk – Service Management Simplified
About Mirror42
• “The Performance Management Company”
• Founded 2004, over 650 customers worldwide. Dutch by origin
• Mirror42 delivers communities, content, tools and consultancy to businesses who want to implement performance management”o KPI Library (+/- 250,000 members 5,000+ KPIs)
o KPI Benchmark (+/- 1,500 KPIs with Benchmark data)
o KPI Dashboardo KPI Consulting
TOPdesk – Service Management Simplified
About KPI Library
• “LinkedIn for Performance Management”
• 235,000 members, growing with 15,000 per montho Over 5,000 KPI Templates
o Expert Articles, News, Vendor overview
o Surveys, Q&A
o Groups
TOPdesk – Service Management Simplified
What is Performance Management?
Leading / LaggingLeading / Lagging
Budgets Budgets -- ForecastsForecasts
Business PlanningBusiness Planning
Analytics, Six Sigma, LeanAnalytics, Six Sigma, Lean
HR PerformanceHR Performance
CFOCFO
Strategy ExecutionStrategy Execution
KPIs, KRI, CSFKPIs, KRI, CSFProcess alignmentProcess alignment
Quality ImprovementQuality Improvement
DashboardsDashboards
ScorecardsScorecards
TOPdesk – Service Management Simplified
What is Performance Management?(Wikipedia)
• “Performance management includes activities to ensure that goals are consistently being met in an effective and efficient manner.
• Performance management can focus on the performance of an organization, a department, employee, or even the processes to build a product or service, as well as many other areas.”
TOPdesk – Service Management Simplified
Why Performance Management?
Because it is good for you!“ A study by the balanced scorecard initiative in 2006 indicated that those companies that implemented a performance management framework and measured themselves outperformtheir peers in financial performance, customer satisfaction and employee satisfaction.”
TOPdesk – Service Management Simplified
Why Performance Management?
The most difficult thing is strategy execution!
“Most managers are good at setting strategy but 9 out of 10 managers fail to execute on strategy.”
(according to Kaplan and Norton, the creators of the BSC)
TOPdesk – Service Management Simplified
Performance-Based ManagementIt’s not only a tool.
Step 1Set
Objectives
Step 1Step 1SetSet
ObjectivesObjectives
Step 2Integrated
System
Step 2Step 2IntegratedIntegrated
SystemSystem
Step 3Establish
Accountability
Step 3Step 3EstablishEstablish
AccountabiliAccountabilityty
Step 4Collect
Data
Step 4Step 4CollectCollect
DataData
Step 5AnalyzeReview
Step 5Step 5AnalyzeAnalyzeReviewReview
Step 6Drive
Improvement
Step 6Step 6DriveDrive
ImprovemenImprovementt
TOPdesk – Service Management Simplified
Integrated System
• Methodology? o Balanced Scorecard
o Tableau de bord
o Select few
o TQM
• TRENDS - TRENDS - TRENDS
• Collect at fixed intervals: Daily - Weekly -Monthly
KEEP IT SIMPLE!KEEP IT SIMPLE!
TOPdesk – Service Management Simplified
StrategicStrategicStrategic
TacticalTacticalTactical
The BI Stack: What is in the name?Performance Management - Reporting - Analytics
OperationalOperationalOperational
Goals, KPIGoals, KPI’’s,s,Trends, IntervalsTrends, Intervals
BenchmarkingBenchmarking
Details, Details, RealReal--TimeTime
AdhocAdhoc
What if?What if?ScenariosScenariosDrill downDrill down
AnalyticsAnalyticsAnalytics
Performance ManagementPerformance Management
ReportingReportingStandard ReportsStandard ReportsAdAd--hoc Reportshoc Reports
Portal Portal --DashboardsDashboardsScheduled ReportsScheduled Reports
ScorecardsScorecardsAutomatedAutomatedDashboardsDashboards
TOPdesk – Service Management Simplified
Does it apply to IT?
• The CFO has budget targets. (S)he “measures” and compares the actuals against target. Month to month, quarter to quarter, year to year.
• The VP of Sales has revenue targets. (S)he “forecasts”and measures the actuals against forecast and target”. Month to month, quarter to quarter, by product, by territory, by salesperson
• The VP of Marketing analyses if the effectiveness of the campaign has improved and if more leads where generated this months then previous months.
• And the CIO / IT Manager?
TOPdesk – Service Management Simplified
Remember wikipedia?
• “Performance management includes activities to ensure that goals are consistently being met in an effective and efficient manner.
• Performance management can focus on the performance of an organization, a department, employee, or even the processes to build a product or service, as well as many other areas.”
TOPdesk – Service Management Simplified
IT Challenges
• Business only “talks” to IT when IT is not functioning
• SLA’s targets are set by lawyers and non-IT people
• IT only “costs” money
• IT projects are “always” late
TOPdesk – Service Management Simplified
IT Forces
CostsCostsCosts
QualityQualityQuality
Innovation
InnovatioInnovationn
TOPdesk – Service Management Simplified
Performance Management for IT
• IT Goalso Maximize availability of IT systems / services
o Maximize customer responsiveness and customer satisfaction
o Improve process quality
o IT employee satisfaction (workload - sickdays -recognition)
TOPdesk – Service Management Simplified
TOP 7 take aways
• Don’t wait - get started
• Long term focus
• Focus on the basics
• Your data will improve when you measure
• Don’t overcomplicate
• Running a business is not the same as driving a car. (3rd dimension)
• Use trends to communicate progress
