KPI Development Workshop

Continual Service Improvement (CSI) requires organizations to have well defined and understood Key Performance Indicators (KPIs) of process and service performance. However, most organizations do not have these KPIs in place, or even an understanding of what they should be measuring!

The KPI Development Workshop is Service Management Art’s (SMArt) approach to work with customers to prepare to adopt a true CSI culture. This workshop is designed to help facilitate the development of KPIs and supporting metrics that all can use, and to build familiarity with the process to develop KPIs and metrics.

The Workshop requires one or two 3-hour sessions for delivery (depending on scope). To ensure success SMArt works with your Business counterparts to ensure that the outcome of this workshop is useful and used.

Our Approach

During the Intake phase, SMArt will discuss the scope of the workshop with the sponsor. The scope discussion will cover which service(s), process(es), or function(s) will be covered during the workshop. Following the scope discussion, SMArt will interview your IT Executives to understand the IT strategy. Once we understand your IT strategy, SMArt will interview your business counterparts to understand what they expect of IT in context of the scope.

As part of the Pre-Workshop phase, SMArt will customize its templates for participant usage, as well as develop examples based on the information collected during the Intake phase

SMArt will facilitate the Workshop for IT management and staff dependent on the defined scope of the workshop. SMArt will start with an introduction to the Workshop by providing an overview of the service(s), process(es), or function(s) discussed during the Intake phase. The generic approach for the development of KPIs will be presented. SMArt will then discuss your IT Strategy as well as the Business’ expectations of IT. To get into the development activities within the workshop, SMArt will first provide an example, and will then work through your specific requirements.

In the Follow Up phase, SMArt will work with your organization to ensure that the KPIs and Metrics that you have agreed upon can be measured. If these cannot be measured at this moment, SMArt will help you to identify approaches on how these measurements can be developed.

Additionally, SMArt can facilitate a session for the Business counterparts and IT Management to discuss what was developed and how the improvement steps resulting from that will need to be developed.

Value

• Understand the approach of how to develop KPIs
• Prepare the organization to adopt CSI

Outcomes

• Understand the approach to develop KPIs
• Build internal skills and capabilities
• Understand how strategy is supported by metrics
• Develop one or more KPIs