Performance Metrics Guide

Welcome to the Metrics Catalog Series. This set of books outlines a common framework for managers to benchmark and measure performance metrics within their organizations. Each booklet is broken down by its relationship to the Balanced Scorecard Model; a common definition; the method of calculation; and its impact on the organization.

If you have any questions or comments about the Balanced Scorecard Model or the metrics discussed, please use the Ask The Expert feature to make an inquiry about performance metrics.

Metrics Catalog Series: Bundle

By: Robert Last

This set includes all 4 volumes of the performance metrics guide.

Metrics Catalog Series: Volume 4 - Implementing the Balanced Scorecard for Technical Support

By: Robert Last

In this book, the fourth installment of HDI’s performance metrics guide series, we step back a few paces and look at the construction of Support Center Balanced Scorecard. We’ll discuss how to choose support center metrics, how to link metrics to strategy and performance, and some useful tools and strategies that should be included in a balanced scorecard.

Metrics Catalog Series: Volume 3 - Calculating and Using Resolution Metrics

By: Robert Last

While cost metrics get most of management's attention, it is resolution metrics that get a customer's attention, resulting in analyzing performance metrics. Once a customer connects to a support center, either by telephone or by another contact channel (email, chat or self help), their primary concern is getting a solution to their problem, an answer to their question, or making a request. For each of these actions, the customer has expectations of performance that the business and support organization has to honor. In Volume 3 of the metrics guide series, we will examine the uses of the resolution metrics and how they can be used with the balanced scorecard model.

Metrics Catalog Series: Volume 2 - Understanding Cost per Contact by Communication Channels

By: Robert Last

In Volume 2 of the metrics series, you will see that Cost per Contact or Incident by Communications Channel is one of several key performance indicators that a support center can use to monitor and assess its performance.

Metrics Catalog Series: Volume 1 - A Reference Guide to the Balanced Scorecard Service Model

By: Robert Last

This guide is the foundation of our new Metric Catalog Series. You will be introduced to the Balanced Scorecard Service Model (BSC) and the importance it plays in the implementation and measurement of performance metrics. This is a must have to understand the complete catalog.