Is your data invisible and silent? Is management unsure what level your service organization is performing? Are you keen on seeing how your IT costs and operations compare against peer companies? Well look no further! Benchmarking sweeps in for the rescue, making you an intelligence superhero.
Let’s squeeze in a quick definition, courtesy Business Dictionary:
The objectives of benchmarking are to:
- determine what and where improvements can be made (evaluation against a set standard)
- analyze how other organizations achieve high performance levels
- use the data/information to improve performance.
You’ve got data at your fingertips, so go on and use it. Here’s the top four ways benchmarking can make you an intelligence superhero:
- Don’t just compare apples to apples. Open up your data and compare it with companies similar to yours in scale, complexity, and geography. It will give you comparative cost and performance analysis, and inform you if you are staying ahead of competition. Furthermore, with an external focus, the understanding and comparison with other, possibly superior, companies in the industry will be a powerful driving force for positive change within your organization.
- Set your sights inward. You’ve set organizational KPIs, SLAs, and whatever else you are measuring. Benchmarking provides an opportunity for you to take stock and gain a better understanding of the efficiency and effectiveness of your service management processes. Is your service desk agent utilization metric on goal? Are you meeting your CSAT metric? Benchmarking allows you to take a look at your past service delivery performance and set the goals you want to reach now and in the future.
- Continuous Improvement is a beautiful thing. Those insights gained from both the external and internal comparisons will enable you to identify areas of strength and potential for improvement, so you can take steps to maintain your advantages and course-correct in real-time. You will be able to learn from the industry leaders (if you’re not already there) and incorporate their best practices into your own operations, setting yourself on the path for success from both an external and internal standpoint.
- Show them the numbers. Quantify the value of the service desk within the organization. Let the data show leadership the value your service organization has within the company. Let the numbers speak for your success and highlight how you are operating with high value and productivity at low cost, while pushing productivity for all associates in the company.
Don’t let your data stay quiet. Take that superhero cape out of hiding and use your data to establish superiority in the marketplace and push service success internally.
About Oz Merchant
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