As you may or may not know, I graduated from the Open University with a B.Sc. last year, and attended a frankly pretty amazing graduation ceremony in March. In a conversation just after that, someone asked me “So, who is the typical OU student?” When I simply answered “Yes”, they were a bit confused, and asked me to expand on that.
Month: May 2019
Last week, I defined the three KPIs I believe are what you need to understand how well your support department is operating. Defining them, however, is just part of the job; if you don’t understand what they are telling you, you might as well not bother measuring at all. Let’s look at each in turn:
Metrics – often referred to as “Key Performance Indicators” or simply “KPIs” – are a necessity, regardless of your field. If nothing else, it’s nigh impossible to say anything meaningful about performance without them, and improving the performance is turned from something quite achievable. to a Sisyphean task.
I hold that any successful business venture must operate on three levels; the operational, the tactical, and the strategic. These dimensions must also be kept in mind when making plans. There is nothing revolutionary in the underlying ideas, but I think it is worthwhile to define the terms, to bring about a (more or less) unified understanding of them.