Category Archives: Performance Measurement

Performance Management

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Qaaf is going to launch its new product and service in 2017. We name it XsesIT ( . It is going to be an affordable benchmarking services to cater for SME companies in assessing their IT investments.

While waiting for its debut, we do conduct many other IT and business centric assessment and workshops. One of them is called Performance Management. Have a sneak preview on the impact if there is lacking or inadequate in one of the areas of performance management value chain.

TRM - Performance Management

7 Most Important KPI’s for Service Center

By | IT Operations, Performance Measurement | No Comments

Service Level
While I am preparing myself for next month, consultancy service to improve the client’s support team, I stumbled across this excellent article. I was surprised to see that the 7 most important KPI’s / metrics which we used 10 years ago still relevant.

The metrics were not from a hunch, googling, suspicion nor  academic exercise.  But it was derived and concluded from empirical evidence from more than a thousand service desk benchmarks.

80% of the value receive from performance measurement and management in your Service Desk can be derived from these seven simple metrics! The seven that really matter are as follows:

 1. Cost per Contact
 2. Customer Satisfaction
 3. Agent Utilization
 4. First Contact Resolution Rate
 5. First Level Resolution Rate
 6. Agent Satisfaction
 7. Aggregate Service Desk Performance

Download the full article here:

Pandu- Tiny

Status posted by qaafr

No Vision – Any road can take you there

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“Would you tell me, please, which way I ought to go from here?”

“That depends a good deal on where you want to get to,” said the Cat.

“I don’t much care where–” said Alice.

“Then it doesn’t matter which way you go,” said the Cat.

“–so long as I get SOMEWHERE,” Alice added as an explanation.

“Oh, you’re sure to do that,” said the Cat, “if you only walk long enough.”

(Alice’s Adventures in Wonderland, Chapter 6)

The infamous script of Alice’s Adventures in Wonderland has led to this  quote  “If you don’t know where you’re going, any road will take you there.”  So, you must be thinking, it is not so bad right? Yes, if the road do not use any dollars and cents.

But, normally in any business and in any organization, you can’t afford to cruise away in your role. In the context of performance measurement journey, you need to know, at the very least, why you need to do it whether it is nice to have or it is a mandatory to have.

Hence, the compelling BIG WHY on embarking the performance measurement project  is related to your company MISSION, VISION and VALUES, which can be summed up into two main questions to be answered:

Why do we exist today? – MISSION

What do we aspire to be in the future? – VISION

Keep in mind that these questions should be answered from a customer’s perspective. They will not be easy to answer, but it will at least initiate a productive conversation.


Define your vision


MISSION – Why do we exist today? – The Purpose of the Company

It is very important for an organization to have a solid mission. A mission statement will help employees understand where their contribution fits into the company’s objectives. As a guide, use the following questions to craft your organization mission:

  • What do we do?
  • How do we do it?
  • Whom do we do it for?
  • What value are we bringing

Example of a good mission statement for online directory services: “Our mission is to help connect people who want to sell a business with people who want to buy a business. We provide business owners and brokers with flexible options for listing their business online. For buyers, we offer helpful tools such as our saved listings feature and customized email alerts to make finding the right business easier.”

With a mission statement, you will have good insight what is your organization do and who are your target customers.

 VISION – What do we aspire to be in the future? – An Aspiring Picture of Perfect Future of a Company

A vision statement sets out the organization’s long-term goals and aspirations clearly and concisely. A vision statement is intended to inspire and motivate the organization’s workforce by providing a picture of where the organization is heading. It also provides a reality check for managers, who can compare their strategic objectives and operational plans to the vision statement. If a planned course of action doesn’t move the organization toward its vision, it may need to be revised.

The understanding of the organization Vision, Mission and values, will lead to the work of Gap Analysis in Performance Measurement, where we will explain in the next topic.

What gets measured gets done

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For the next 3 months, I will be busy with a new project, (partnering with Triangle Minds), in reviewing and amending/creating the client’s company of new performance measurement, hence I will try to share as much as information with regards to this process.

What gets measured gets done

I heard this phrase while working in Shell from one of my senior manager and from that moment onward I was obsessed with measurement and assessment! In fact, I had a campaign with this exact theme, which brought the team to achieve a world class IT help desk operations.

Why Performance Measurement?  From my personal experience, once you have a measurement in place, you will create some kind of a scorecard, so that you can always refer to the progress of your score.  Once you achieved the desired target, your senior management will further challenge you on whether the target set is benchmarked with world class industry and you tend to find some ways or means to get them assessed.

However, performance measurement is not about a personal preference. Why do a company need a performance measurement?

In a nutshell, implementing performance measurement in one company, should help the company to align their daily activities to the company’s strategic objectives. At the end, the company will be able to achieve its bottom line target, that is PROFIT.

Performance Measurement 1


Choosing the right metrics is critical to the success of implementing performance measurement. It can lead to managers and employees will make the right decisions and take the right actions that enable the organization to maximize its performance.

Nevertheless, the road to good metrics is fraught with pitfalls. As your endeavors to become more metrics-driven, beware of errors in the design and use of metrics. If wrongly measurement being set, it can destroy value and encouraging inappropriate activities.

Although there may never be a single perfect measure, it is certainly possible to create a measure or even multiple measures which reflect the performance of your business.

You will learn more in my next update. Stay tune to know more.

Qaaf Malaysia