Understanding The Balanced Scorecard | Infographic
The balanced scorecard is an ideal way to track, trend, and benchmark your performance. It combines the most important KPI’s into a single, overall measure that you can use to easily communicate performance to other stakeholders in the business. This infographic describes the process in a few simple steps*:
This infographic was designed as a very basic outline for building a balanced scorecard. The metrics referenced need to be adjusted based on those being tracked within each organization.
Our Desktop Support Balanced Scorecard article goes into more detail. It suggests including the following eight metrics: cost per incident, cost per service request, customer satisfaction, incident first visit resolution rate, technician utilization, % of incidents resolved within 8 work hours, % of service requests fulfilled in 24 work hours, and technician job satisfaction. The full article is available here.
A separate set of metrics including cost per contact, customer satisfaction, agent utilization, first contact resolution rate, agent job satisfaction, and average speed of answer is recommended for the Service Desk. More information is available here.
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