Post on 27-Jun-2020
Rosa Akhtarkhavari, CIO
Metrics that Matter
• Align strategic activities to the strategic objectives
• The rights metrics enable the leadership team to gain insight
• Overcome the barriers to communication and define clear
accountabilities
• Saves time, cost, and reduces conflicts
• Ensures efficiency and consistency in performance
• Answer questions to ensure we are delivering the right services and
solutions
• Optimize your operation and reduce risks
• Collect the right amount and type of information that is relevant to the
services delivered
• Data is not a challenge; collect it and make sense of it
SECTIN TITLEWhy Establish Metrics
• Clear understanding of the strategic plan and delivery objectives
• Define ongoing activities and processes used to
systematically coordinate and align resources and actions with
mission, vision and strategy
• Determine the process or the sub process to measure – what to
measure
• Define the value
• Define your measuring tool or process
• Collect
• Collate, gain insight, review, and identify improve (iterate)
• Continues improvement cycle, apply changes based on the business
needs and maturity level
SECTIN TITLEPrerequisites for Establishing Metrics
• Goal Metrics
• Quantitated Metrics
• Actionable Metrics
• Informational Metrics
• Vanity Metrics
SECTIN TITLETypes of Metrics
SECTIN TITLESample – Service Level Agreement Metric
Service Metric:
System performance
Service Level:
• 90.00% of "Call for Service" transactions executed by calltakers or
dispatchers will complete (i.e., from the moment the transaction is
executed via a key or click by the user, to the moment when their screen
is refreshed reflecting the completed function) in 3.0 seconds or less
(delays from 3rd party applications such as NCIC/FCIC, Deccan, and
Station Alerting are excluded); and
• 90.00% of CAD transactions (such as unit status, car-to-car messaging,
clear call, self-dispatch, etc.) executed by mobile unit operators will
complete (i.e., from the moment the transaction is executed via a key or
click by the user, to the moment when their screen is refreshed reflecting
the completed function) in 10.0 seconds or less.
SECTIN TITLESample – Service Level Agreement Metric continues
Measurement Tool or Process:
Health monitoring capabilities within the Supplier-Licensed Material
(i.e., native application monitoring).
Special Terms:
Delays caused by FCIC, wireless carriers or network latency greater
than the following parameters are excluded from this system
performance service level: (a) For CAD client workstations: 100 Mbit/s
LAN latency; (b) for servers, 1 Gbit/s LAN latency, and (c) for SAN
storage, 10 Gbit/s (e.g., iSCSI or fiber channel)
SECTIN TITLEComplementary Service Level Agreement Metrics
• Service Desk Availability
• Service Desk Speed of Answer
• Response Time
• Resolution Time (code changes to Supplier-Licensed
Materials not required)
• Resolution Time (code changes to Supplier-Licensed
Materials required)
• System Availability