An Introduction to Story Metrics 1 How to get the Answers to your most important Questions

Martin Klubeck Strategy & Planning Consultant Office of Information Technologies University of Notre Dame An Introduction to Story Metrics

3

Agenda Metrics Overview Demonstrate the Process Hands-on 4 An Introduction to Story Metrics

What Is A Metric? A Common Language Data Measure Information 5 An Introduction to Story Metrics

Roots Branches Limbs Leaves Trunk Measures Metric Data Information The Question 6 An Introduction to Story Metrics

A Complete Story 7 An Introduction to Story Metrics

Anthologies May Be Better 8 An Introduction to Story Metrics

Metrics… Are question driven Tell a complete story Include: Data Measures Information Other Metrics 9 An Introduction to Story Metrics

Help Desk Example Number of trouble calls Number of opened cases Number of closed cases Number of employees Number of survey responses Number of calls per hour Number or cases closed by worker Number of calls for each hour compared to number of workers on shift. Average length of time to close a case, grouped by type Average customer satisfaction rating Data Information Measures 10 An Introduction to Story Metrics

Help Desk Example Aug Sep Oct Nov Dec Jan FebMar Apr May Jun Jul manning Average number of open cases from Explanation: The manning over the academic year was not in line with the number of trouble calls received – based on data collected over the last three years. Result: We’ve re-aligned our manning for the coming year to match the level of need each month. manning open cases Max manning Min manning METRIC 11 An Introduction to Story Metrics

Why Use Metrics? To Help You … Gain support from above Provide visibility Improve Make better “data informed” decisions 12 An Introduction to Story Metrics

How Not To Use Metrics To “support my case*” To “motivate” the staff To “manage” the staff or others To evaluate individual performance 13 An Introduction to Story Metrics

How To Use Metrics Explain how they will Investigate Share – Close the loop and WON’T be used 14 An Introduction to Story Metrics

Who Will Use The Metric? Customer Community Management Owners and Workers Leadership 15 An Introduction to Story Metrics

Top Five Warning Signs that this training has failed The boss says – “I’ll know it when I see it.” “We’ve been collecting this data for five years and no one is using it.” “Do we have any data on...?” “They don’t trust the data.” “Sounds interesting, let’s collect it.” An Introduction to Story Metrics

The 5 Whys What Is The Root Question? 17 An Introduction to Story Metrics

Drawing A Picture Focus on “how it looks” A picture is worth a thousand words Send a clear message 18 An Introduction to Story Metrics

19 An Introduction to Story Metrics

20 An Introduction to Story Metrics

21 An Introduction to Story Metrics

22 An Introduction to Story Metrics

23 An Introduction to Story Metrics

Metrics Tools Implementation Guide – adds rigor and structure Answer Key – “cheat sheet” for developing metrics Process Documentation – How to 24 An Introduction to Story Metrics

The Complete Metric “Pallet” Metric Name Purpose Metric Area/Category Customer Graphical Representation Explanation Metrics Analysis Measures used to Develop Metric Collection Schema Schedule Assumptions and Constraints Related Metrics and Data Dependencies Lessons Learned 25 An Introduction to Story Metrics

The Primary Metric Colors Purpose Graphical Representation Explanation Metrics Analysis Measures used to develop Metric 26 An Introduction to Story Metrics

Information Needs Value to Organization Management of Resources Effectiveness Efficiency Human Resources Visibility Delivery Customer Satisfaction Customer Service Cost Time Quality Training Resource Allocation Reward & Recognition Employee Satisfaction Work Environment Project/program Status Strat. Planning & Goal Attainment Priority Setting Communications Customer view Business view Worker view Management view 27 An Introduction to Story Metrics

Hands-On Session 28 An Introduction to Story Metrics

Designing your first metric 29 An Introduction to Story Metrics 1. What is your root question? 2. Visualize the Answer 3. Identify the Measures 4. Find the data

Summary Embrace the Opportunity Start with the Question Draw the Picture Tell a Complete Story Repeat - Tweak - Delete 30 An Introduction to Story Metrics

Q & A 31 An Introduction to Story Metrics

Martin Klubeck Strategy & Planning Consultant, Office of Information Technologies, University of Notre Dame An Introduction to Story Metrics

Effectiveness S A M P L E 33 An Introduction to Story Metrics

Efficiency S A M P L E 34 An Introduction to Story Metrics