Copyright Aaron Rothberg 2005 This work is the intellectual property of the author. Permission is...
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Copyright Aaron Rothberg 2005 This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author.
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Transcript of Copyright Aaron Rothberg 2005 This work is the intellectual property of the author. Permission is...
Copyright Aaron Rothberg 2005
This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational
purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by
permission of the author. To disseminate otherwise or to republish requires written permission from the author.
Metrics, Shmetrics:What Are They Good For?
Aaron Rothberg
Keene State College
Metrics, Shmetrics
Defined and Applied
Science or Art?
Trends @ Keene State
What next?
Keene State College
State Public Liberal Arts CollegePart of the university system of NH400 Faculty, 300 Staff, 5000 students
(2250 on-campus)IT Budget of ~5M (projected for 2005)5% of college budget30 full-time staff
Technology Environment
HEAT
MS SQL
MS Exchange
Banner SCT
Blackboard
Datatel
MS Site License
Metric: Defined
Pronunciation: 'me-trik
1 : a standard of measurement
<no metric exists that can be applied directly to happiness -- Scientific Monthly>
The Wall of Metrics
Metrics: Uses
Cost Control/Growth
Trend Analysis
Resource Management
Training
Reward/Punishment
Effectiveness
Efficiencies
Metric Grid:Quality & Application
Appropriate
Useless
Useful
Inappropriate
Appropriate
Useless
Useful
Inappropriate
Smack the printer
Anti-Smacker
Smack the printer
Appropriate
Useless
Useful
Inappropriate
New Printer
Anger Management
Time to Resolution
Appropriate
Useless
Useful
Inappropriate
10% bonus to move calls out of queue <7 days
Time to Resolution
Appropriate
Useless
Useful
Inappropriate
Compare resolution time to previous quarter
Metrics: Science and Art
Metrics: Science and Art
Customer Feedback
3 negative
1 positive
1300 Trouble Tickets
Metrics: Science and Art
Hard Soft
system uptime network uptime?
# of customers satisfied customers?
intercepted spam more productive users?
# of MECs faculty more effective?
Metrics: Science
Metrics: Infrastructure
2000 2004
Bandwidth 8 Mb 26 Mb +225%
Cat 5/6 in ResHalls 15% 20% +33%
Cat 5/6 in Admin/Academic 62% 81% +30%
Active data ports ? 4100
Media Enhanced Classrooms 6 54 +800%
Shared drive in use Fac/Staff 0 20 Gb
Printed pages main computer lab ? 380,000
Workstations, Fac/Staff 572 627 +9.62%
Workstations, student lab 250 500 +100%
Laptop, tenure-track 5% 50% +900%
Metrics: Services
2000 2004
Circulation – library laptops 405 14,405 +3456%
Course sections using Blackboard 0 253
Fac attend Blackboard training 55 123 +123%
Faculty (unique) accessing BB 0 110
Tuition payments via web (#/$$) 0/0 76/$188,000
Course registration via web ? 70%
MyKSC pages hits (avg/yr) 1.21M ( 0.63M prev yr) +92%
Viruses detected via email 150,587 (23,708 prev yr) +535%
Helpdesk calls 9,742 ( 8,729 prev yr) +11.6%
Metrics: Cost Analysis
Helpdesk trouble ticket: $61 (expenses/tickets)
Helpdesk business hour: $169 (expenses/hours)
CableTV: $6/mo
Phone line: $13/mo
Network jack: $14/mo
ChargeBack
Customer Service: Science
Efficient
Peer comparison
Communicate to college
Effective
Customer Service: Art
20002010
Customer needs change(business -> technology)
Customer expectations change(more tools -> better, faster)
Technology changes
10 years ago
web doesn’t work today
Today
Banner is slow
Banner SCT
VPN
Where are we at?
Efficient• Hard metrics• 4-year trends
Peer comparison• COPLAC (Council of Public Liberal Arts Colleges)• EDUCAUSE Core Data Survey
Communicate to college• Remove false perceptions
Effective• Softer Metrics• Core competencies (Proj Mgt, Tech skills, Cust Serv)• Work-flow review• Documenting processes (best practices, process
improvement)
Metrics, Shmetrics:What Are They Good For?
Aaron Rothberg
Keene State College
