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h3. Contents


The Metrics Framework table below organizes the current list of SD metrics into a quasi-balanced scorecard format that is consistent across the areas in CSS.   Columns in the table are individual lines of business, usually headed by a Team Leader.  A second piece of the framework is a sub-section on metrics definitions and further documentation if needed about how they are produced. 


The actual values for these metrics are shown in a series of tables in the next section, where we present up to five quarters of data if it is available. 

.

h3. Metrics Framework

In the table below, the left column marks off the "balanced scorecard" quadrants in our metrics framework.  Adjacent columns list by "line of business" the current roster of existing or potential metrics.  The metrics are in various states of development \-\-
*\- bold face* indicates "operational" metrics, with a defined means of production, and a historical record;
\- normal face are for "possible" metrics, that aren't well established now but could be with a small development effort using existing systems;
_\- italic face_  shows "prospective" metrics, desirable metrics that don't know have a path to becoming established.

New metrics ideas can be introduced at any time.  Continuous improvement efforts seek to move prospective metrics to possible, and possible to operational, within the normal operations of the teams involved.
\\
\\
|| Metrics Quadrant || Call Center \\ || Repair Center \\ || Software \\
Distribution \\ || Telephony \\ ||
| Client Satisfaction or \\
Programmatic Outcomes \\ | *Client Satisfaction Overall with* \\
*Call Center* \\
\\ | *Client Satisfaction Overall with* \\
*Repair Center* \\ | | *Client Satisfaction Overall with* \\
*Telephone Help*  |
| Resource Utilization \\
... of Team Services \\
(market penetration) \\
(utilization of the team \\
by MIT) (client uptake) \\
(event demographics) \\ | *Tickets per Topic* \\
*Unique IDs per Cohort* \\ | _Total service calls by platform?_ \\
_% that are Warranty_ \\ | *Software Downloads* \\
\\ | *Total Moves/Adds/Changes* \\
*Analog & ISDN orders* \\
*VOIP orders* \\
\\
*AudioBridge Reservations* \\
\\
*% Using NameConnector* \\ |
| Resource Utilization \\
... of Tools and Resources \\ | *Calls Offered* \\
*Tickets Created by Method  (% Email / % Voice / Other) * \\ | *Repair Center Tickets created* \\ | *VSLS Tickets* | *VoIPHelp Tickets Created* |
| Process Performance \\ | *Consultant Hours* Per Day \\
*Average Wait on Hold* \\
*Abandon Rate* \\
*1st day Resolution* \\ | _Average Time to Resolve_ \-\- _repair turnaround time or total elapsed?_ \\
_(very different)_ \\ | | *% VoIPHelp Solved in Tier 1* |
| Finances \\ | | _Revenue_ \\ | | |



h3. Definitions and Means of Production

The [SD Metrics Definitions|https://wikis.mit.edu/confluence/display/CSS/SD+Metrics+Definitions] page holds a table listing metrics we have in some detail, and identifying measures we'd like to build. 

h2. Five (or more) Quarters of Measures Presentation


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{anchor:SD-metrics}



h4. Service Desk
{viewxls:name=SD metrics.xls|grid=false}

{comment} TURNING OFF THE INDIVIDUAL SECTIONS IDEA in Q4 FY10...
{viewxls:name=SD call center metrics.xls|grid=false}

h4. Repair Center




{viewxls:name=SD repair center metrics.xls|grid=false}

h4. Software Distribution





{viewxls:name=SD software metrics.xls|grid=false}

h4. Telephony




{viewxls:name=SD telephony metrics.xls|grid=false}

h4. Tickets & Demographics

{viewxls:name=SD tickets metrics.xls|grid=false}

Team Leaders upload fresh versions of their metrics documents here.