Guide for Creating Teams:
Performance Measures Template
Establish and Track Performance Measures
It is increasingly important for IS&T to establish and track
performance measures linked to customer satisfaction. IS&T
needs to be able to document our current performance, and work on
improving in areas when there are gaps between the customers requirements
and the present capability.
All teams are being asked to fill out the attached template. This
approach will require your team to clarify its purpose along with
your goals and how you would measure performance.
Criteria that
Customers Consider Important
Your team may find it helpful to collect data on the quantity of
work (e.g., number of transactions, traffic, etc.). However, the
intent in this instance is to link your measures to the customer's
requirements. Therefore, you may find it useful to consider
various criteria that customers consider important, such as:
- Responsiveness - timeliness, follow-up, follow-through
- Availability - accessibility, ease in making contact,
coverage
- Performance - accuracy, capacity, turn-around time
- Quality - reliability (up-time), dependability, level
of expertise
- Functionality - ease of use, compatibility, security,
flexibility
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What Each Team is
Being Asked to Do
Each team is being asked to:
- clarify your team's purpose and goals;
- establish performance measures for each goal that link to the
customer;
- have the Team Leader consult with the Director to be sure the
measures are aligned;
- collect data going forward on these measures;
- establish performance improvement targets for important service
areas;
- review measures and trends at team meetings (at least on a monthly
basis);
- report performance measures to the Director on a monthly basis
for inclusion in the quarterly report.
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