By Ivan Moore, Jolt Consulting
Today’s service executives must focus on measuring metrics to proactively manage their business – recall the famous quote by Peter Drucker “What gets measured, gets managed.” But how do leaders measure real-time results in an environment where analysis paralysis exists because data can become overwhelming?
First, it’s important to identify and focus on certain metrics that provide service organizations with the best insights. As described in last month’s FTO article, Jolt Consulting Group recommends concentrating on two distinct and separate metric categories – process and results metrics.
Both types of metrics affect an organization’s ability to elevate to a proactive service model, improve Customer Experience (CX) and we believe that a balance of process and result metrics provide the greatest insight into the overall performance of the service organization.
The Dashboard View
Once a service organization determines the process and results metrics relevant for their business, service leaders must have access to the information at their fingertips in a user-friendly dashboard format. Dashboards provide everyone in the organization from service managers and executives the ability to easily track data – in real-time – to positively impact CX, help retain customers, drive financial results, and create operational efficiencies.
These dashboards must be highly visual, have a clean user interface, and easily display geographic-based information (e.g., a map view of trouble assets) that is critical to service organizations. Service executives must have the ability to drill down into the dashboard metrics providing additional detail and root cause analysis allowing the service organization to make decisions based on real-time data.
Jolt Consulting Group recommends two distinct dashboards to benefit different service users:
- The Executive Dashboard – strategic, financial, and customer focused.
- The Operational Dashboard – internal process and efficiencies focused.
Each dashboard provides insights into metrics that are a mix between process and results, both helping leaders make informed operational decisions that lead to positive financial impact for an organization.
The Executive Dashboard
This dashboard view focuses on strategic, financial, and customer orientated metrics that include both process and some results metrics. Two of the many metrics we recommend on your Executive Dashboard view are:
- Percentage of Predictive Work (Process)
- Net Promoter Score (Results)
The Operational Dashboard
The Operational Dashboard focuses on internal process and outcomes, which lead to positive customer experience and operational efficiencies.
Two of the many metrics we recommend on your Operational Dashboard view are:
- First Time Fix Rate (Process)
- Technician Utilization (Results)
Service organizations all require relevant and actionable data at their fingertips. Jolt Consulting Group endorses visual insights into both Executive and Operational Dashboards to empower leaders to make informed decisions in real-time. Software solutions that have embedded dashboards and reporting capabilities that are easily understood, visually appealing, and easily maintained are the keys for service organizations to progress toward a proactive service model and improve the Customer Experience.
About The Author
Ivan joined Jolt in 2013 as Chief Operating Officer working with organizations to better connect with their customers across the complete sales and service journey. Ivan has assisted companies across many industry verticals to improve their customer engagement with assessments of their sales and service delivery, optimization of business processes, operating metrics, and deployment of enabling technologies. Recent engagement includes a process and technology assessment for a global manufacturing company and leading a technology selection process for a large national HVAC company.