Overview of Departmental Services' Metrics Development
Contents
First, the Metrics Framework table below organizes the current set of DS 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
Second, following the framework is a presentation of the measurements over five quarters if data is available.
.
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 |
DDM |
MDS |
DS PLUS |
DCAD |
|---|---|---|---|---|
Service Outcomes |
Client Sat Surveys slated to begin in Q3 FY10. |
Client Sat Surveys slated to begin in Q3 FY10. |
Client Sat Surveys slated to begin in Q3 FY10. |
|
Service Utilization by the Community |
AdminIT PM visits |
Long-term SLAs |
VIP clients |
New Projects and |
Resource Utilization |
Bomgar sessions |
Bomgar sessions |
|
FM virtual servers |
Process Performance |
|
|
Time to Resolve |
Typical cycle time per project by type |
Finances |
to be developed |
to be developed |
to be developed |
to be developed |
Definitions and Means of Production
A link to a child page of this page, where we find a table defining Existing Metrics, and a section describing or pointing to other work being done in Developing New Metrics (probably documented in the team wiki rather than here).
Five (or more) Quarters of Measures Presentation
DCAD
MDS
DDM
DS-PLUS
Team Leaders upload fresh versions of their metrics documents here.