Customer Street Improvements

Earlier this week I took part in a four hour meeting at our Customer Street head office to discuss how we can better report on our key business data.

There were several key issues:

• We already have a lot of reports and reporting available to us is it understood?
• We have disparate sources of data. How could it serve the organisation better if we could combine it into usable forms?
• How can we make the business KPI’s understood by all staff?
• Can the reporting focus on measuring KPI’s down to an individual staff level where appropriate?
• How best can we give the Customer Street managers easy access to the information they need to manage in a live format and also by mail/internet?
• How can we use our information to help our staff assess their performance against their KPI’s on a daily basis.
• How do we make a report meaningful for the recipient?

The biggest challenge we faced in the meeting is in how we help the recipient make a quick analysis of what they are being told. This isn’t “management by system reports” but rather an intelligent pre-assessment assessment of the performance measures to give an instant rough assessment of how an individual, team, department or division is doing.

I am still at the early stages of consultation to help specify the design brief for this. Any suggestions or ideas about how this can be done well are more than welcome.

2.5

after 2 Votes