A Cherwell mApp
Team Performance Management - Insight - is a full-featured extension for Cherwell Service Management incorporating 5 of 12 TOFT practices.
Flow Management | Contribution Recognition | Team Together | Continual Procedural Improvement | Quality & Security Protection
Speed of service is critical to customer experience. Performance matters. TPM Insight is a service tool extension that engages exemplary performance, recognition, collective teamwork, continual improvement and welfare support. 10 operational issues removed; 7 value streams optimised. Just "Install & Go".
The complete picture of a team member's day has always been locked-up in service ticket journals. TPM surfaces this information to provide extensive actionable insight, through Flow Metrics.
* Exception Management * Duty of Care * Performance * Flow
* Extensive Continual Improvement planning
* Track increase in flow * Track financial savings
* Attendance knowledge * Objective Performance Management
* Collaboration & Teamwork * Inductee support
* Close asset management
* Performance metric accuracy
Key feature: Team Together
We all recognise the importance of collaboration and teamwork, especially amongst remote teams. This included collaboration tool has many advantages compared to other methods, providing experienced team members with key flow insight that TPM surfaces for managers. Particularly beneficial for the support and naturalisation of new team members, collaboration is proactive on both sides. It means that when individuals get stuck, managers can rely on their team to help one-another, needing step-in only when necessary.
First Contact Resolution rates are maximised and escalations, delay and backlog are minimised. Integrate with your Instant Messaging tool to deliver alerts whenever your team need help, ensuring every collaboration happens fast.
Without TPM, the many day-to-day things that slow down service delivery just happen and so remain unknown. Capture them all with TPM's Progression Note journals and integrated Improvement Register. Once shortcomings and other "Operational Problems" are removed, First Contact Resolution rates, speed and flow improve still further.
Is TPM a good fit for your organisation? TPM is suited to busy service teams of any size, with gain increasing as team size grows. Organisations who adopt TPM will recognise that good delivery and customer experience depends on flow of activity, collective effort, continual operational improvement and actionable operational insight. If your teams are "work-from-anywhere", then even better.
"Achieve & avoid"
Not only does TPM put everyone in the know, teams become driven to "achieve and avoid". Both are operational necessities for any busy team, explained in our White Paper and ITSM Tools article. Achieve against 7 key service objectives. Avoid siloed work patterns, slow-downs and managerial concern over team activity and welfare. Also avoid compromise to service quality and IT security by helping when procedural mistakes are made by Inductees.