If You're Only Tracking Time-to-Close, You're Missing the Big Picture
Why Metrics Matter
To track improvement over time, identify the metrics that indicate how well your program is performing and report on them regularly .
Key Metrics
|
Metric |
Description |
Why It Matters |
|
Average time to complete requests |
How long from submission to closure |
Identifies bottlenecks |
|
Customer satisfaction |
Employee satisfaction with service |
Reflects overall service quality |
|
Request volume trends |
Number and type of requests over time |
Identifies patterns and emerging issues |
|
First-contact resolution |
Percentage resolved on first contact |
Measures efficiency |
|
Repeat contact rate |
Percentage of requests with multiple contacts |
Identifies incomplete resolutions |
|
SLA compliance |
Percentage meeting SLAs |
Measures accountability |
How to Use Metrics
For Improvement
- Identify problem areas: Which request types have the longest times?
- Track trends: Are volumes increasing or decreasing?
- Benchmark: How do you compare to peers or targets?
For Stakeholder Communication
- Show value: Demonstrate the impact of service improvements
- Build credibility: Data-backed reporting builds trust
- Justify investment: Show where resources are needed
Key Questions
|
Question |
What It Reveals |
|
Which request types take the longest? |
Process or tool bottlenecks |
|
Which teams are overburdened? |
Resource allocation issues |
|
Which request types have low satisfaction? |
Catalog or process issues |
|
Are SLAs being met consistently? |
Process gaps or resource issues |
Conclusion
Metrics are the foundation of continuous improvement. Organizations that measure effectively can identify problems, track improvements, and demonstrate value to stakeholders.
Action Items for Your Organization
- Define your key metrics
- Set up reporting dashboards
- Establish baseline measurements
- Review metrics regularly
- Use metrics to drive improvement
