Introduction

First Contact Cluster

Software Cluster

Consulting Cluster
  

Support Quarterly Reports

IS&T Support Dashboards

Introduction

These dashboards present time-series and summary statistics for key systems in the IS&T Support Process. First Contact was the first dashboard to be developed, as it had the most routinely collected data and was the focus of a joint benchmarking study between MIT and Stanford in 2003.  

The First Contact dashboard is organized along a modified Balanced Scorecard / Strategy-Focused Organization approach. It is modifieid in that Client Satisfaction replaces financial performance as the primary goal of a non-profit organization, and thus is at the top of the chart. Process performance as measured in Casetracker is followed by People performance as represented in the ACD.   

Client satisfaction data comes a weekly survey of 50 randomly selected cases from Casetracker. The First Contact cluster data comes from transactional systems. These report daily detail that is collected and reported weekly.

First Contact Cluster

These three different time-lines of the same data streams allow easy comparisons between current conditions and long-term quarter, semester, and eventually academic year cycles. The graphs of daily detail are tabulated weekly.

• Last 6 weeks
• Three months (13 weeks)
• Six months (26 weeks)

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Software Cluster

The software dashboard is a quarterly depiction of key parameters for the software release process.

• software cluster DB (from Support quarterly report Q4 FY03)

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Consulting Cluster

The Consulting cluster is actively developing a set of performance measures. No dashboard available at this time.

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