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How to use KPIs to measure your service delivery processes 

How many times have you tried to measure your service delivery process performance but have found yourself severely frustrated, and staring at a screen that makes very little sense?

Finding out ways to improve your processes in order to meet your performance objectives can thwart anyone’s day – especially if you’re struggling to find data that will signal what is and isn’t working when it comes to hitting those targets.

This is where KPIs (key performance indicators) come in; set your KPIs as a measurable value to denote how effective your organisation is at meeting its goals, which in turn assesses just how well your targets have been met. These metrics are a great way to effectively measure your overall service delivery performance, as they can provide insight into risk, process inefficiencies, stakeholder satisfaction and much more. This data can then be used to see where processes can be improved, helping to prevent poor service delivery.

Setting KPIs is a crucial task for any organisation. However, it is important to remember that quantitative data that includes ROI and costs takes time to calculate, and although whilst these values are important, they should sit alongside other metrics such as first-time-fix rates and average repair completion times, to effectively measure your service delivery goals.

Long term KPIs and your organisation’s objectives

Before arriving at your KPIs, you will need to decide on your broader goals. These are likely to include: reducing your strategic risk, lowering your service delivery costs and improving your stakeholder’s satisfaction. Long term KPIs will be related to these; they’re those metrics you can use to directly relate minor changes to processes to your broader business objectives. The following long term KPIs can be used to measure your overall service delivery goals.

– The amount of instances of each process: You will be able to look at multiple processes and documents, alongside the amount of processes or documents that have been completed in each step. This could show fundamental information, such as how many on location jobs a mobile operative has been to, what each repair entailed, and any compliance documents that have been signed off.

– Average time needed to complete a process: Finding out the average time required to complete a process or activity is incredibly useful for measuring your process performance objectives, as it will indicate where you have failed to meet deadlines, and will help you to ensure you are meeting your service level agreements.

– Average length of time required for each process step: In order to find out how to improve your service delivery goals and achieve those targets, you’ll first need to find the bottlenecks in your processes and then understand how to eliminate them.

Short-term KPIs and your BPM Goals

Short-term KPIs are often referred to as ‘real time indicators’ as they provide a short term analysis of your process steps (looking back between a minute and a day). 

Short-term KPIs can be used to measure Process Management Goals such as:

– How many processes have been created in the last hour: This short-term KPI gives insight into how a specific system is being used, which will in turn help you predict and prepare for system overflows.

– The length of time a specific step requires: Understanding just how long a part of your process takes means that you can seek to identify if efficiencies can be made and ensure  goals are set that are attainable.

Speak to our experienced team today to find out more about how Oneserve can help you gather information, streamline your processes and easily report on all the data collected, to effectively monitor your chosen KPIs.

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