how can it help you today?. agenda the challenge understand what data may be available for...

Data Driven Performance Management

How can IT help you today?

IT Can Help

AgendaThe ChallengeUnderstand what data may be available

for performance measurement in their systems

What tools are available for getting to that data

How to use the data to drive your intended results using real life examples

How can IT help you today? 2

The ChallengeManagement best practices tell you that

you can’t manage what you can’t measure.

Organizations today collect large amounts of data in their business systems.

How can you use this data to measure your performance


What data is out there?Business systemsCall centersData for Comparison


What data is out there? - Business SystemsLine of business applicationsWork order systemsFinancial systems


What data is out there? - Call CentersCall volumesAbandon RatesCalls to skills/types


What data is out there? - ExternalData for Comparison – FBCProfessional organizationsExternal organizationsInternet


Tools“canned reports”SQL QueriesCrystal Reports – SAPSQL Server Reporting Services –

MicrosoftExcel - MicrosoftAccess - Microsoft


Tools - SQL QueriesStructured Query LanguageRequires programming knowledgeRequires understanding of underlying

data structure


Tools - Crystal ReportsOut since 1991One of the standard reporting tools


Tools - SQL Server Reporting Services Creates web accessible reportsReports are exportable


Tools - ExcelWell understoodWhat if’s“Pretty graphs”


Tools - AccessMore availableAllows you to create custom reports

yourselfCan manipulate large data sets


Metrics that drive resultsHow to use the data to drive your

intended results using real life examplesBad

Number of work ordersBonus for sales

GoodSpot fixes less reopen

Be careful what you measure you may get it


Types of MetricsVolume

How much?How many?

BehaviorHow and what

QualityHow wellReworks


Sample Business – Business SystemsDAS – tools (Crystal Reports, canned reports, Live release rateIntake per 1,000 populationStray cats vs stray dogs reclaimed

2% cats; 30% dogs“dead animals” drives leash law enforcementOfficer activities (how they spend their time)Look at metrics that change and those that

don’t


Sample Business – Business SystemsUtilities# bills per FTE# of bills sent out within 5 days of meter

read (drive revenue and cashflow)


Sample Business – Business SystemsInformation TechnologyIncident ReportsOpen Work OrdersAging ReportsSpot Fixes


Sample Business – Call CenterUtilitiesCall abandon rateTypes of calls received (by “skill”)

WaterSewerSolid waste

# of calls per call center agent


Sample Business – Call CenterITCalls per dayCalls per agentCalls by time of day (assists with staffing)Call abandon ratesCall answer speed


Your Action ItemsIdentify sources of metrics data in your

organizationDiscuss tools to get the data you wantConstruct metrics that drive the behaviors

you want in your organizationChallenge IT and yourself to think outside

the box


Make IT Your Partner in Success


Contact InformationMike Berrios, CGCIO, CISSPDirector of Information Technology

Collier County Board of County [email protected]


mailto:[email protected]

Links to ResourcesTools

Crystal ReportsMS Reporting ServicesExcelAccess

SamplesCollier County DAS Reports


http://www.crystalreports.com/

http://technet.microsoft.com/en-us/library/ms159106.aspx

http://office.microsoft.com/en-us/excel/

http://office.microsoft.com/en-us/access/

http://www.colliergov.net/index.aspx?page=2686

how can it help you today?. agenda the challenge understand what data may be available for...

Documents

external data

centers data

tools crystal reports

web accessible reports

custom reports

large amounts of data

large data sets

tools excel