Using Metrics to Tune Up Your SharePoint Estate

SharePoint Saturday RestonOctober 25, 2014Susan Hanleywww.susanhanley.com

Why Measure? – The Four “F” Words

Feedback

Funding

Follow-on

Focus

What do we want to do with metrics?

Before

• Make the business case

During

• Provide a target• Make tradeoffs• Tune the

implementation process

After

• Develop benchmarks

• Develop lessons learned

Measurement Process

Understand the

business problem you are trying to

solve

Identify use cases that have meaningfu

l impact

Determine the

metrics that align with each use case

Understand your

baseline and

establish a target

Measure and

monitor: be

prepared to change

Identify opportunities to re-define the problem

Modify the metrics

Understand the business problem

Without it … could be a career-limiting move

6

There is only one reason to implemen

t SharePoint

…… you have a

BUSINESS PROBLEM to solve.

Identify use cases with impact

Product Developme

nt• Finding other engineers working on similar problems or related projects

Resource Planning

• Project Manager looking for the most qualified resources for a project

Customer Support

• Services agent working trying to solve a customer problem• Support call deflection

• Sales team on-boarding • Sales team training and mentoring• Example proposals

Sales

Organization: Association Business Goal: Provide a self-service

knowledge portal for members to share best practices and learn from others without having to depend on engaging HQ for routine questions

Impact-based Use Case: Support call deflection for routine questions

Secondary Use Cases: Free up HQ support staff to work on more complex requests Build online, searchable inventory of member- and HQ-curated assets

Example Scenario

Business Metrics Number of routine support

calls Number of complex support

calls

System Metrics Number of successful

searches for online content by members (searches with at least one result)

Number of “0 results” searches

Determine the metrics that align with each use case

Quantitative Performance between points Spot trends

Qualitative Provide context Used when numbers aren’t easy (storytelling) Used at early project stages (future scenarios) Richer (“serious anecdotes”)

Quantitative or Qualitative: That is the question!

Serious Anecdote | Pharma – The Need

Meanwhile, two scientists in the US had deep experience in protocols for this area.

A scientist with Thrombotic & Joint Diseases in Germany began a project to isolate and culture macrophages and needed some help.

Serious Anecdote | Pharma – The Result

The German scientist consulted the expertise directory to find that expertise existed within the company and contacted the two US scientists he found in his search.Both scientists quickly

responded with assistance. One helped him with culturing protocols and the other helped him with information on magnetic cell sorting.

Benefit: The German scientist was able to leverage existing internal expertise and, in the process, reduce his research effort by 4 weeks.

The best metrics areRelevant to outcome

Relevant to stakeholde

rs

Collected at low cost

Balanced

Easiest with Process Improvement use cases

Must have a baseline – and a plan to measure results

Use TENS approach: T = time on task (in minutes) E = number of employees performing that task N = number of times per year a typical employee performs that task S = average employee’s loaded salary per minute

Still helps to have a combination of balanced quantitative and qualitative metrics

What about more traditional measures?

Understand your baseline and target

How is S-U-C-C-E-S-S is spelled in your organization?

ExampleMetric Target

Number of routine support calls to the HQ support team

10% reduction within 6 months after launch

Successful searches of online content by members

95% of searches return relevant content after 6 months

Number of “0 results” searches by members

Number of “0 results” searches trends lower and reaches less than 1/week within 6 months

Measure and Monitor: be prepared to change Metrics are just a tool.

Goal – to get better and make informed decisions.

Use measurement plan to: Assess value to users Identify new capabilities needed to

achieve business goals

Evaluate unexpected results: One-time or trend? Measuring the wrong thing? Fundamental problem with solution? More training?

Example Report CardBusiness Goal Use Case Metric Baseli

neTarget Actu

al

Help members to share best practices and learn from others facing similar challenges without always having to depend on engaging with the headquarters team to get answers to simple questions

Simple support call deflection – reduction in the number of simple support calls to HQ

Number of routine support calls to the HQ support team

10% reduction within 6 months after launch

Successful searches of online content by members

95% of searches return relevant content after 6 months

Number of “0 results” searches by members

Number of “0 results” searches trends lower and reaches less than 1/week within 6 months

Metrics alone won’t make your solution successful.

You need a person whose job it is to monitor metrics.

You need someone who is accountable for making changes based on metrics analysis.

Keep in Mind

It’s as important to have a plan for acting on metrics as it is to have a plan

for collecting them!

Call to actionDevelop a plan – quantitative

and qualitative

Make sure metrics are part of someone’s

job

Gain consensus on baseline and target

Develop approach to

capture and categorize

Develop an approach to promote – tell the metrics story

Don't measure anything unless the data helps you make a better decision or change your actions.

If you're not prepared to change your diet or your workouts, don't get on the scale. --Seth Godin – August 6, 2014

About me

sue@susanhanley.com

susanhanley

susanhanley

www.slideshare.net/susanhanley

http://www.networkworld.com/blog/essential-sharepoint

www.susanhanley.com

• Governance

• User Adoption

• Metrics• Information

Architecture

• Knowledge Management

SharePoint 2013 “Out of the Box” Metrics

Site Collection: Audit Log Reports

Site Collection: Popularity and Search Reports

Site: Popularity Trends

Site Usage Example (solution launch: 3/2014)

Individual Document Metrics in Search