How do you define and track operational support KPIs?

Por ejemplo, en logística existen KPI como: KPI′s de transporte logístico - Entrega final a tiempo - Costo del transporte sobre las ventas - Promedio de días de retraso - Costo por conductor KPI′s de gestión de pedidos - Número de envíos - Tiempo de envío -Tasa de entregas perfectas - Entregas a destiempo KPI′s de gestión de inventario: - Rotura de stock - Rotación de existencias - Obsolescencia de Inventarios - Contracción de inventario KPI′s para la gestión de almacén - Eficiencia de recepción - Rotación de inventario - Duración del Inventario - Tiempo de espera de la orden KPI′s de calidad - Porcentaje de entregas con problemas - Porcentaje de problemas en cada fase - Opiniones de los clientes

With over 20 years of experience, I focus on key operational support KPIs to enhance efficiency and reduce loss. These include: Incident Response Time: Speed of responding to security incidents. Resolution Time: Time taken to resolve incidents. Shrinkage Rate: Percentage of inventory loss versus sales, aiming for reduction. Audit Compliance Rate: Compliance with loss prevention standards during audits. Customer Satisfaction Post-Incident: Reflects how well incidents are managed from the customer's perspective. Cost of Loss Prevention vs. Savings: Evaluates the ROI of loss prevention efforts. Monitoring these KPIs allows for effective risk mitigation and demonstrates the value of loss prevention strategies within the organization.

Operational support KPIs are so helpful in keeping track of how well a team is doing. I believe focusing on things like response time and customer satisfaction ensures we meet expectations and improve where needed. Regularly monitoring these helps us deliver better and faster support to everyone.

KPI′s dienen zu messen von folgendem: 1. Effizienz der Prozesse -> z.B. Messung der Zeit bis eine Anfrage vollst?ndig geschlossen wurde 2. Qualit?t der Dienstleitung -> Wie zufrieden ist der Kunde mit der Beantwortung der Anfrage? 3. Kostenkontrolle -> Welche Kosten entstehen durch die Bearbeitung der Anfrage? 4. Produktivit?t -> Wie schnell/ langsam werden Kundenanfragen bearbeitet 5. Verfügbarkeit und Zuverl?ssigkeit -> Wie zuverl?ssig funktionieren die eingesetzten Systeme zur Bearbeitung von Kundenanfragen (Ausfallzeiten etc.)

Los KPI son importantes por las siguientes razones: - Mejoran la experiencia del cliente - Ayudan a detectar desviaciones del servicio para poder corregirlas a tiempo - Mejora la asignación de recursos - Ayuda a balancear la capacidad de la planta, eliminando o minimizando los cuellos de botella en los procesos. - Mejora la productividad general de la planta (lo que se traduce en un aumento de capacidad)

Operational support KPIs are indeed vital for several reasons. They not only help improve service quality by highlighting issues but also enhance resource allocation and productivity through performance analysis. These KPIs ensure our support activities align with the organization's goals and provide a clear way to showcase our team's value and impact to stakeholders. I'll make sure we continue to focus on these metrics to drive better outcomes.

KPI′s dienen als Ma?stab, um Erfolge und Effektivit?t zu messen. Sie f?rdern Transparenz und zeigen Verbesserungspotenzial auf. Sie erm?glichen eine überwachung und Effizienz der Leistung und helfen bei der Ausrichtung und Zielsetzung von Unternehmenszielen. Dadurch k?nnen effiziente Entscheidungen getroffen und Ressourcen sinnvoll eingesetzt werden.

Improved Service Quality and Customer Experience Optimized Resource Allocation and Productivity Aligning Support Activities with Business Goals Communication and Evidence of Value Continuous Improvement and Proactive Planning In essence, operational support KPIs serve as a valuable tool for measuring, analyzing, and improving the effectiveness and efficiency of your support team. They facilitate better service delivery, resource allocation, strategic alignment, and communication, ultimately driving customer satisfaction and supporting your broader business goals.

Operational support KPIs for Drilling Division in Petroleum Sector - Operational support KPIs in the drilling sector are crucial for monitoring and enhancing performance. - They provide insights into efficiency and productivity, helping to optimize the use of resources and equipment. - KPIs assist in maintaining safety standards and environmental compliance, which are paramount in the industry. - By tracking specific metrics, companies can ensure alignment with strategic objectives and operational excellence. - They enable data-driven decision-making, allowing for continuous improvement and competitive advantage. - KPIs also facilitate transparent reporting, which can bolster stakeholder confidence and attract investment.

Lo primero es conocer las necesidades de los clientes, que esperan de nuestro servicio o producto, cuales son sus expectativas respecto de ello. Lo segundo es definir KPI que se alineen con lo esperado por nuestros clientes y además con lasmetas de nuestra compa?ía. Se pueden definir las metas de estos kpi en base a la industria o a la historia, los cuales por cierto, hay que mejorarlos para poder destacar por sobre nuestra competencia. Por último, informar al equipo de los KPI, del porque se implementan y que se busca con ello. De esta manera involucramos a la organización en este proceso de mejora continua.

To define operational support KPIs, you need to understand your customer needs and expectations by conducting surveys, interviews, feedback sessions, and market research. Then, your support goals and objectives should be aligned with your customer needs and organizational strategy. After that, you can choose relevant KPIs that reflect your goals and objectives by using the SMART criteria (Specific, Measurable, Achievable, Relevant, and Time-bound). Additionally, you should set the targets and benchmarks for each KPI by using historical data, industry standards, or best practices. Finally, document and communicate your KPIs to your team and stakeholders by creating a KPI dashboard or report.

The most important aspect of operational KPIs is that they are aligned with the business goals. Often, companies track numerous metrics that do not contribute to measuring the business's success. Therefore, to define KPIs, companies must first establish their main goals. From there, area-specific metrics should be created as a waterfall with targets that keep the team motivated and the business in a continuous improvement loop.

To define operational support KPIs effectively, start by understanding customer needs through surveys, interviews, and feedback sessions. Align support goals with customer needs and organizational strategy. Select KPIs using the SMART criteria (Specific, Measurable, Achievable, Relevant, and Time-bound). Set targets and benchmarks using historical data, industry standards, or best practices. Document and communicate KPIs to your team and stakeholders through a KPI dashboard or report.

Operational support KPIs - Develop KPIs that are aligned with industry benchmarks and best practices, considering factors like operations efficiency and asset integrity. - Set realistic and challenging targets for each KPI, using historical performance data and industry standards as a reference. - Create a comprehensive KPI dashboard that provides real-time insights and fosters data-driven decision-making. - Regularly review and adjust KPIs to reflect changes in operational strategies or market conditions. - Link performance to incentives to promote accountability and motivate continuous improvement in drilling operations. - Identify critical success factors for drilling operations, such as safety, efficiency, and environmental compliance.

Recopilar datos de manera manual o automatizada con software existentes. Luego debemos analizar los resultados, generar gráficos que nos muestren tendencias o patrones. Seguido debemos comparar con lo esperado o definido previamente y dependiendo de como estén los resultados, se deberá ajustar la operación para mejorar los indicadores identificando previamente alguna debilidad del proceso y como debemos mejorarla.

Ein Dashboard oder Reporting-Tools wie z.B. Power Bi k?nnen helfen, um KPI′s zu verfolgen. Festlegung von Schwellenwerten bei KPI′s, um negative und positive Werte schnell zu ermitteln z.B. mit Grafiken etc. KPI′s und die Reports sollten regelm??ig überprüft und ggf. angepasst werden, um sich auf neue Anforderungen/ Ver?nderungen einzustellen.

A central dashboard with real-time KPI data is a helpful tool for tracking operational support performance. This dashboard provides instant access to key metrics in the form of interactive charts and graphs, enhancing transparency and accountability. It streamlines monitoring, allowing quick issue identification and data-driven decision-making. Automated alerts can be set up to notify teams about critical thresholds or deviations, facilitating prompt actions for continuous improvement.

Automate where possible: Streamline data collection and analysis by automating as many tasks as possible. Set clear targets: Define specific goals for each KPI to monitor progress effectively. Review and adjust: Regularly review your KPI tracking system and make adjustments as needed to ensure it remains relevant and effective. Focus on continuous improvement: Use your KPI data to identify areas for improvement and implement changes to optimize your support operations.

Os KPIs por si só n?o têm serventia se n?o forem monitorados. Por isso, é importante determinar como será realizada a coleta das informa??es e como esses dados ser?o organizados para gerar os insights que a gest?o precisa para tomar decis?es. Possuir uma ferramenta específica de suporte ou help desk é fundamental para otimizar todo esse processo, além de dar seguran?a e conformidade em rela??o às informa??es que est?o contidas, assegurando que reflitam a realidade do que a opera??o de suporte tem realizado. Essas ferramentas n?o só centralizam e organizam as informa??es relacionadas aos KPIs, mas também oferecem recursos como relatórios automatizados, painéis de controle personalizáveis e integra??es com outros sistemas.

racking KPIs is crucial for improving support performance. By automating data collection and analyzing trends with tools like ticketing software, we can identify areas for improvement. Regularly comparing results to benchmarks and adjusting our KPIs based on feedback ensures we stay aligned with our goals and continuously enhance our service quality.

I needed them RED! One thing that I have had to do, even though it hurt was not sugar coating my KPIs. Sometime the only way I could get budget, people, and or resource that I needed was to have Red KPIs. Having KPIs in the Red does hurt the ego. At times I have imposter syndrome and Red KPIs does not help. However, I will put the needs of the team and organization head of me feeling embarrassed. Don't be pusillanimous of Red KPIs they are need to grow and become better.

Reporting operational support KPIs effectively is crucial for communicating your team's performance, demonstrating their contribution to the wider business, and driving further improvement. Here are some key steps to follow: Define Your Audience and Purpose: Who are you reporting to? Management, stakeholders, or the support team itself will have different needs and expectations for the report. What is your objective? Are you aiming to secure support for new initiatives, showcase achievements, or identify areas for improvement? Choose the Right Metrics systematically

To define operational support KPIs effectively, start by understanding customer needs through surveys, interviews, and feedback sessions. Align support goals with customer needs and organizational strategy. Select KPIs using the SMART criteria (Specific, Measurable, Achievable, Relevant, and Time-bound).

Reporting KPIs involved selecting relevant metrics that have been previously aligned on, and designing a visually appealing dashboard or report. Providing context for each KPI, including benchmarks and targets, is crucial, along with highlighting trends and insights, trailered to the audiences preferences. Regular sharing of dashboards/reports with stakeholders fosters collaboration and transparent, encouraging discussions and feedback. Continuous refinement of the reporting approach ensures that it meets stakeholders' needs and effectively over time.