How do you incorporate feedback and improvement suggestions into your shared services dashboard and reports?

For SSCs to truly drive impact, they need to integrate with upstream processes rather than operate in silos with their own SLAs. While managing internal expectations is important, the focus must be on end-customer expectations. By aligning with the front office and connecting customer feedback to NPS, SSCs can ensure that improvement efforts reflect both stakeholder and customer needs. This not only enhances service quality but also makes SSCs co-owners of the customer experience, driving real business value. ?? How is your SSC bridging the gap between internal metrics and customer outcomes?

Incorporate feedback into shared services dashboards by establishing regular channels for input, conducting surveys, and engaging in open dialogue. Systematically analyze suggestions, prioritize improvements, and implement changes. Ensure transparency in reporting, providing real-time updates on enhancements. This iterative process fosters a culture of continuous improvement and responsiveness to stakeholder needs.

Be clear and have the end result in mind , What do you want your stakeholder to see? Provide reportin which are tangible and noteworthy. Measurements which defines how is the progress of the department. Even if the information is not that excellent - the idea is not to give 'good looking data' but more on giving noteworthy information which will benefit the stakeholders . Also ask question on what they want to see - its important to know what the stakeholder wants to see.

It starts with why to measure, answering the so what of the metrics will lead you to stay relevant to organization wide goals. Then the how will come into picture, to define how will success look like, this is when the target settings will happen. Try to link it to maturity model, to show the growth aspect, then you could link it well to long term strategy Finally, you get all the what data, what way collect data, what domension to look at what to do after this metric established.

Clarity in objectives and metrics is critical in designing your shared services dashboard. It would be best to start by asking the right questions and identifying success indicators. It's important to align these metrics with customer needs. I've set benchmarks and targets that align with our customers' expectations, ensuring our data is relevant and actionable. This approach helps avoid cluttering dashboards with unnecessary information, focusing instead on what truly matters for service improvement.

Ensure its simple, clear and concise - easier to be understood. Nothing complication - this is not the time to show you have a deep knowledge in english jargons and trends which you borrowed from another oranisation. Be precise and ensure you know what you are sharing . Your credibility will show hence be well familiarised with the information and how you want to present it.

Simplicity and clarity are key when it comes to effective dashboards and performance reporting. It's not just about layout/ design; it's about empowering our audience to understand the story our data tells, help them make informed decisions and take necessary corrective actions (if needed). It is important to ensure correctness of logic used to build the dashboard and ensure the dashboard feeding done from reliable data source. We are creating dashboard to empower our audience, not to confuse them. By prioritizing simplicity, clarity, and a storytelling approach, we can unlock the true potential of dashboard and pave the way for positive user experience and impactful insights.

Start simple. When building dashboards, rather than go for the fanciest design or colour scheme, start simple. It could be starting with red, yellow and green because that's usually the colour for indicators. When you start simple, you start with something users can relate to. Green means good. Red means not good. Apart from simplicity, design around a theme. If there are multiple dashboards built for 1 user, ensure the theme are the same, it could be colour scheme, the type of graphs used, fonts, or even the format. To some it looks bland, but the important thing is the data, and ensuring the data is easy to understand.

There are good practices can be applied from different school of thought, what I think other important aspect is how the developer use it interacting with users. Incremental development can be the approach, work and learn together with the users, they will understand your style over time, make it easy gor the following development So alignment on thought process, an approach that user and developer feel effective to continuously work together

To enhance your dashboard, actively solicit and analyze feedback from its users. I advise using a mix of surveys, interviews, workshops for qualitative insights, and analytics tools for quantitative data. From my experience, understanding user interaction patterns—like frequency of access and feature usage—reveals much about your dashboard's effectiveness. I've blended this feedback with operational data to pinpoint strengths and areas for improvement, ensuring our dashboards evolve to meet changing user needs and preferences.

There are 2 ways of looking at feedback: 1) did it achieve what was intended, 2) are there additions which is realized only after the dashboard is built. One option to seek feedback is to meet with the user directly. It's one way to lay out all the feedback and make the changes on the spot. It is time consuming but the work and feedback will be immediate. This would be suitable work when there's an urgent need or when information provided isn't clear the first time.

Agree. What often done, try to observe how people use this dashboard, and understand why they do that. There could be a case, the intention of design is x, but how the user use to achieve purpose as y. So, you could learn through this, why the desired result not achieved, meanwhile perhaps you uncover other opportunities.

Feedback loop is the key to ensure that the information remains useful. There's many cases that people who designs it doesn't understand what the stakeholders want to see, and that often leads to a situation where no one thinks the data is useful and abandon what's being collected and shared.

Flexibility is vital for any successful dashboard designer or owner. The advice is simple “Don't fall in love with the status quo” Just because something works doesn't mean it can't be better, continuously challenge status quo to improve. User expectations should guide your decisions, collecting and analyzing feedback should help to identify any unforeseen issues or improvement / simplification opportunities. Prioritize enhancement based on impact and effort. Tackle high-impact, low-effort changes first for quick wins and don't overhaul everything at once.

One option to implement and test changes is to set up a meeting with the user to go through what is built, how they navigate and whether the dashboard is as per their expectations. A meeting is better with the user is important because they are your customers and you want to fulfill what they need. In addition to that, set up a second meeting a few weeks down the road to check in if the dashboards have been useful and whether changes are needed.

Pilot test works well in many occasion, where you could test the standard design in different environments - could be teams, users group, scenario etc. The testing result could help to grow confidence level in both designer and users, towards the output co-created. During mass rollout, you will know if the feedback means "this product is not useful at all" or this is just not applicable to certain cases.

Incorporate the feedback received as an ongoing part of your dashboard. There isn't a dashboard that will never undergo changes or updates. Review and update the dashboard regularly based on feedback and evolving needs. Use performance metrics, user feedback and usage stats to evaluate whether the improvements are useful.

This is about agility, and change is the constant today. The inter-dependencies is important today, especially it makes you stand out from the average - the end to end mindset. When the component around you changed, the connected components need to be fine tuned. Sometimes it is not about dashboard not achieving the intended effect, and perhaps how it make itself stay relevant, when it is at the downstream to produce the result, how quickly it respond to changes will determine relevance if it.

Probably do some check-in sessions during stakeholder engagement. Ask questions like, assuming there's no restriction on data / manpower concerns, what would you like to see / know? Then start from there, having an "ideal world" scenario would often shape the direction on where we are today and do we get there to the ideal world and end-up landed further than we have thought.

Many things surrounding us going through different level of maturity, and that's how we drive them through continuous improvement program to achieve the ideal state we would like it to be. Dashboard provide a structure to demonstrate the progress through the metrics, and each of these could be interlinked is the metrics had been thought through and inter-related with the right strategy deployment. When the other evolved, the dashboard reporting also evolve, because the users are learning and they become more knowledgeable, and they will demand more. A successful of dashboard is not by itself, this is a whole ecosystem.

You can engage with your colleagues in enterprise operations and find out what is bugging them. Then, please find out how you can help them solve this. SSC has resources that can assist with tasks that prevent your colleagues from focusing on delivering goods and services. I did a pilot project to help purchase maintenance and repair needs at UPS. Our pilot was very successful, reducing the time operations wasted on purchasing small items and speeding up the process flow within my team. The pilot was such a success that it was implemented throughout US operations and resulted in millions in savings in the first six months. - This pilot would only have worked if I listened to my customers. Utilize Pilots when you get feedback.

In a nutshell, integrating feedback into shared services dashboards entails systematically gathering key stakeholder insights, prioritizing recommendations in alignment with strategic objectives of the organization, and employing advanced visualization tools to implement enhancements. Also, establishing a continuous feedback mechanism ensures adaptability, reinforces stakeholder confidence, and upholds the dashboards' relevance in meeting dynamic business demands.

I may also share one creative idea where we came up with an engagement score card for each dashboard and transparently shared feedback, product backlog, next sprint user stories with our stakeholders. The due credit was given to all stakeholders who contributed and collaborated the most on our collaboration platform and via newsletter acknowledgement and during townhalls. This created motivation amongst keen stakeholders to participate and engage cohesively with our team.