· Write a abrupt description of what metrics are.
o Actuality it would be acceptable to accommodate some array of text/source definition.
o It would be acceptable to agenda some big account use of metrics actuality as well.
§ This can accommodate addendum including; metrics acquiesce business leaders to accomplish decisions based on abstracts instead of hunches.
§ Abstracts apprenticed decisions are about added accurate, helps acquisition abrogating trends to actual or absolute trends to exploit, etc.
1- What are the Best Important Metrics For OM
· Within this area you will alarm out what metrics you acquisition as the best important.
o What are the metrics?
o The big alarm out actuality is that metrics are specific measurements.
§ Chump account is not a metric.
· For chump service, a actual accepted metric is boilerplate acceleration of acknowledgment for buzz calls
§ Planet (if 3p focus) is not a metric.
· For accumulation a actual accepted metric is COGs (cost of appurtenances sold).
§ Agent empowerment is not a metric.
· For bodies focus, a accepted metric is anniversary agent turnover.
o You appetite to alarm out metrics that adviser these types of components.
2-Why are these Metrics the Best Important
· Within this area you will booty your aloft list, and alarm why they are important measurement.
o For the ASA alarm out;
§ Boilerplate acceleration of acknowledgment is an important chump account metric to advice appearance how able-bodied we are able to handle our chump calls.
§ This is important as customer’s amount alert service.
o For the about-face alarm out;
§ Agent about-face is an important admeasurement because it shows how annoyed advisers are with the company.
§ This is a acceptable indicator of empowerment.
§ High about-face can appulse quality, costs, etc. Essentially, why are the metrics in #1 important?
o For COGs, this is a acceptable advantage admeasurement as the amount needs to be far beneath the retail price.
§ Best of these addendum should articulation the metric to some array of barometer of the bloom of the organization.
o Why these metrics?
3-Where Do You Get The Data
§ Within this section, you will explain how you cull the abstracts for the above.
o For ASA;
§ Abstracts for the ASA would be pulled from the company's IVR platform. This belvedere should accomplish basal alarm centermost data.
o For turnover;
§ Best HR departments clue this metric and should be able to accommodate as needed.
o For COGs;
§ The OM should be tracking this as allotment of the BOM ascribe to the MRP.
o Whatever the metric, the cardinal has to appear from somewhere. For banking data, this can generally be taken from a corporation’s 10K.
o If you are attractive for chump or agent input, surveys can be a acceptable source.
o The capital basic here, alarm how the abstracts will be generated.
o Where does the metric appear from?
4-How Do You Analyze
§ The aloft acclaimed abstracts all has to be advised in some array of context.
o Within this area you should alarm how the abstracts is analyzed.
§ Benchmarking adjoin industry averages, or best in class, is about consistently a acceptable way to assay data.
§ For ASA;
· This metric could be compared to chump expectations that could be aggregate by attractive at spontaneity ante and through chump feedback.
· Reviewing trending for MoM (month over month) or YoY (year over year) changes can be a able way to analyze abstracts points.
· The affair here, abridge considerations back attractive at this metric.
o What ambience should be acclimated back reviewing this metric?
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