Using Data and Metrics
to Manage and Influence
Key Stakeholders
Presenter:
Deardrian B. Carver, Ed.D.
March 30, 2017
What is Data?
Data
Data is a set of values of qualitative or quantitative variables;
restated, pieces of data are individual pieces of information.
Data is measured, collected and reported, and analyzed,
whereupon it can be visualized using graphs or images.
https://en.wikipedia.org/wiki/Data
Factual information (as measurements or statistics) used as a
basis for reasoning, discussion, or calculation.
https://www.merriam-webster.com/dictionary/data
What are Metrics?
Metrics
A standard of measurement.
https://www.merriam-webster.com/dictionary/metric
Standards of measurement by which efficiency, performance,
progress, or quality of a plan, process, or product can be assessed.
http://www.businessdictionary.com/definition/metrics.html
Why so Important?
Decision Making (Source: Shutterstock)
Quality of decision depends upon:
1. alternatives considered, and
2. models used to forecast the outcome
of those alternatives.
Group decisions
Don’t
Launch!
Prevent your own
disastrous decisions
So what?
We don't see things
the way they are.
We see
things the way we
are.
~The Talmud
Every decision is a
forecast!
favor different alternatives
Why do people disagree?
1. Different Models
2. Different Values
3. Different Risk Tolerance
Fear-based decision making
Seek to
change the nature of the
conversation
Top 10 criteria for great visualization
1. Answers the question,
"Compared with what?”
(SO WHAT?)
2. Shows causality, or is at least
informed by it.
(NOW WHAT?)
3. Tells a story with whatever it
takes.
4. Is credible.
5. Has business value or impact
in its social context.
6. Shows differences easily.
7. Allows you to see the forest
AND the trees.
8. Informs along multiple
dimensions.
9. Leaves in the numbers where
possible.
10. Leaves out glitter.
Vision Statement
To be the trusted leader in the delivery of
benefits and services to those we serve
Setting the Course
Key Performance Indicators:
Customer Satisfaction
Business Process Efficiency
Quality (Internal and External)
Employee Professional Development
Operating Costs
Peer Benchmark Score
Performance
Measurement
Customer Contact Center Evolution
One receptionist
answered all calls
Lengthy hold
time; customer
frustrations
P.I.T. Crew
recommended
Call Center
Opened Call Center Dec.
1995 with 7 agents,
limited technology and
training
Grown to 4
specialized teams
and 56 agents
Operational Measures
Agency Operating Standards
• Monthly measure of key business processes,
customer delivery and operational functions
• Status updated monthly; accessed by
employees via the intranet so everyone
knows goals and works to the goals
• Standard for each key business process is
suggested by administration; board reviews
and approves
Key:
Meets
Caution
Does Not Meet
• Performance-based pay linked to standards
Agent Productivity
Career Progression Plan
Agent Competency
Development
Opportunities
Coaching/ Feedback
Performance Issues
Resolved
Training Identified
CCC at a Glance
Measuring Effectiveness
Call Weighting
Call Categories:
Customer Service
Accuracy
25%
Counseling
Department Procedure
Use of Technology & Resources
25%
Verification
Agency Performance
Measurements:
Internal Procedures
360 View of Internal
Service Delivery
External
Communication
Quality Monitoring
Agency
Calibration
Department
Calibration
Trend Data
Training Issues
Identified
Agent/Supervisor Evaluation
Customer
Complaints
Addressed
Quality Monitoring Team
Customer Experience
Ensure Delivery of
Clear, Consistent,
Accurate Counseling
Call Calibration Levels
“Not everything that
can be counted
counts, and not
everything that
counts can
be counted.”
Albert Einstein