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What types of displays should we have? How should we use them, and what benefits might we gain? Display boards are becoming increasingly popular in support centers these days, especially in view of the following:
Add to all of this the fact that we need to integrate call management systems, ticketing systems, monitoring tools, and survey systems to feed and drive these displays and use processes to govern their use. The task of displaying "the situation" accurately and in real or near real time can become quite daunting.
A display board is typically an electronic panel integrated with one or more of the supporting systems listed above: monitoring tools, ticketing system, survey tool, or phone system. But keep in mind that a display board could also be a simple white board, or electronic white board, for purposes of carrying problem management—tracking progress on problems that are triggered from incoming incidents! These sorts of board are becoming popular, as resolving some issues requires problem management and a team to get to the root cause and come up with a solution.
Display boards can be updated in real-time, from the supporting monitoring tool, phone system, ticket system, or other tool or manually, as the process moves forward in resolving the problem or project. For example, problem management might use a manual task board to track and report problems to the team problems and how they progress through the problem management process to resolution.
Whether manual or automated with an integration to one or more support systems, display boards in a support center can and should be used to keep the entire team informed of current status and their performance to common performance goals.
Examples of display board use include the following:
Be sure to think about where to place the various types of reporting displays so they can have the desired impact.
Concerning the display for performance against key goals and KPIs, there is one other element to consider. Consider having not just a display of team performance against share goals and KPIs, but also equipping each support team member with an individual dashboard of their personal performance against support center goals and KPIs. In this way, you are informing the team member of their personal performance (privately), while at the same time giving them a view of the shared team performance. Taking such a two-pronged approach to displaying the performance scoreboard tends to motivate individuals to maximize their own performance, while at the same time doing their best to ensure the team meets the overall goals and objectives.
Bottom line, plan your display board reporting systems carefully. Consider a display board for a variety of purposes such as showing incoming work, performance against KPIs, and rewards and recognition, as mentioned above. When you implement display board reporting with the shared vision, mission, and goals; integrated supporting systems and tools to automate and drive the displays; and shared goals and KPIs that are tied to reward and recognition, you end up with a feedback system that can truly drive both individual and support center performance, resulting in optimized performance for the entire support organization!
Paul is the president and principal consultant of Optimal Connections LLC. With more than 30 years of experience in planning and managing technology services, Paul has held numerous positions in both support and management for companies such as Motorola, FileNet, and QAD. He is also experienced in service desk infrastructure development, support center consolidation, deployment of web portals and knowledge management systems, as well as service marketing strategy and activities. Currently Paul delivers a variety of services to IT organizations, including Support Center Analyst and Manager training, ITIL Foundation and Intermediate level training, Best-Practice Assessments, Support Center Audits, and general IT consulting. His degrees include a BA and an MBA. Paul is certified in most ITIL Intermediate levels and is a certified ITIL Expert. He is also on the HDI Faculty and trains for ITpreneurs, Global Knowledge, Phoenix TS, and other training organizations. For more about Paul, please visit www.optimalconnections.com.
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