Its not what you think but how you think. Traditional Silo measurement vs. End to End measurement Measuring purpose How you think determines what you measure. If you measure your business using averages, you will get an average business.

1. Sense and Respond:
The Journey to Customer
Purpose ‘Its not what you think,
Stephen Parry, Susan Barlow and
Mike Faulkner.
but how you think
that matters’
What you measure
demonstrates how you think
Stephen Parry
Founder of See Business Differently.
Faculty Member of the Lean Enterprise Institute.
Linkedin
www.leanvoices.com blog
Twitter @Leanvoices
stephen.parry@seebusinessdifferently.com
© Copyright Stephen Parry 2011 all rights reserved. .

2. What is wrong with the traditional
measurement approach?
© Copyright Stephen Parry 2011 all rights reserved.

3. Traditional approach: Feasible parts creating an infeasible whole.
Functional units
F1 F2 F3 F4 Fn
Independent Its not unusual
S1 S2 S3 S4 Sn
Solutions to have thirty
Designed to or more
Meet functional solutions lining
Targets and up for attention
Goals.
Throughput process
© Copyright Stephen Parry 2011 all rights reserved.

4. Traditional approach: Feasible parts creating an infeasible whole.
Functional units
F1 F2 F3 F4 Fn
Independent Its not unusual
S1 S2 S3 S4 Sn
Solutions to have thirty
Designed to or more
Meet functional solutions lining
Targets and up for attention
Goals.
Improved Customer Experience ?
© Copyright Stephen Parry 2011 all rights reserved.

5. Measurement Matrix
© Copyright Stephen Parry 2011 all rights reserved.

6. Does the customer experience the average ?
80% 85% 90% 95% 100%
© Copyright Stephen Parry 2011 all rights reserved.

7. You’ll not find many measures
in this zone.
End to End
If you measure your
business using
averages, you will get an
average business
Functional
No Matters to Customers Yes
© Copyright Stephen Parry 2011 all rights reserved.

8. Some Recommended ITIL Measures
You’ll not find many measures
in this zone.
Mean time
End to End
to process
by priority level Average
IT Availability
Time
% resolved within Customer
Target priority MTP Satisfaction ?
Depends
No. Calls Exceed
If you measure your
SLA Av time for 2nd business using
Calls/ Agent level to respond
/Day % of Calls averages, you will get an
Convt to Tickets No. calls without
Esc/agent
average business
% Incorrectly
Functional
Av Time
assigned % Incorrectly Call Answr
Categorised % Incidents
Agent Re-assigned
Utilisation
% Calls
Bypass 1st Line
Av Time to First
resolve Time
% of calls that are Fix
Average Service Requests
Handle Time
No Matters to Customers Yes
© Copyright Stephen Parry 2011 all rights reserved.

9. Measurement before and after changing thinking
8

10. Application Development and Deployment.
Application Team Measures Users Measures 9

11. Oh! the pain!- the pain!
10

12. Which mind-set is open to change…?
11

13. Sense and Respond:
The Journey to Customer
Purpose ‘Its not what you think,
Stephen Parry, Susan Barlow and
Mike Faulkner.
but how you think
that matters’
What you measure
demonstrates how you think
Stephen Parry
Founder of See Business Differently.
Faculty Member of the Lean Enterprise Institute.
Linkedin
www.leanvoices.com blog
Twitter @Leanvoices
stephen.parry@seebusinessdifferently.com
© Copyright Stephen Parry 2011 all rights reserved. .