An Operating Procedure App
Team Performance Management - Insight - is a full-featured extension for Cherwell Service Management incorporating 5 of 12 TOFT practices.
Contribution Recognition | Flow Monitoring | 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; 5 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.
Team Together integrates with service tickets, Contribution Recognition, and TPM's Continual Procedural Improvement register.
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 Continual Procedural Improvement register. Once shortcomings and other "Operational Problems" are removed, First Contact Resolution rates, speed and flow improve still further.
Why would teams be keen to use Progression Note journals?There are three primary reasons and three other benefits. It is good practice for support teams to have a maximum work time before teamwork or escalation is expected. If this threshold is passed without escalation, managers should know, especially as the reason might draw-in help and guide improvement initiatives. Secondly and of particular benefit to remote and dispersed teams, as well as to managers who are often away from their team, and for retrospective health checks when managers return from leave, when "caught-up" on a time-consuming task during which nothing is journaled, contributing a Progression Note prevents a duty-of-care (welfare) alert that is otherwise triggered by ticket inactivity. Naturally, team members wish to avoid managerial concern, so duty-of-care alerts serve as a catalyst to maximise Note contribution and resulting improvement initiatives. The third reason is maximise each team member's performance profile. The primary team benefit is service improvement. Secondly, with Team Together, ticket ownership is maintained, maximising First Contact Resolution rates and avoiding unnecessary escalations, delay and backlog. Thirdly, Progression Notes are the ideal channel for submitting ideas and observations generally.
ITIL talks of "Problems". How do "Operational Problems" differ?"An operational problem is a TPM term that can be said to be the avoidable cause of a task difficulty or inefficiency. TPM is unique in being able to surface all operational problems, through Progression Notes.
Why use Team Together rather than rely only on instant messaging and conversations?There are six reasons. Team Together channels assistance not only in response to specific help requests, it also does so when "time-on-ticket" is excessive and it enables rapid support for service team inductees when it's seen that their journaled activity doesn't reflect procedure. Team Together is another reason to contribute Notes, feeding improvement. Even when there is no Note, assisted activity feeds improvement through Improvement Register integration. It's a robust collaboration process - everyone can see what still needs to be assisted, offered when convenient around other tasks. Managers have the same information, so know when to step-in with backup assistance. Teamwork is measured and can be incorporated as a performance objective.
What is "time-on-ticket"?"Team Together and "Pulse" - the manager's monitor - show not only how long each team member has been working on an activity, the total time spent on the ticket is also shown making it even easier to know if help might be needed and offered even if there is no Progression Note.
Do Inactivity (duty-of-care) Alerts trigger during lunch and after a shift has ended?They do not trigger between 12.00 - 14.00, nor if clocked-out using the end-of-day feature on the My Activity Dashboard.
What might a typical Service Desk's Inactivity Alert threshold be?Opimise suggest using this formula: Inactivity Alert threshold = Team maximum work time + 15-minutes Service Desks differ in nature of work but a threshold of 45-minutes might be typical.
Are rolling-average performance metrics skewed by leave, half-days and non-support days?"No. All three scenarios are incorporated in how TPM works.
Can Opimise run workshops with teams?Yes. Our workshops are designed to lead teams to conclude that TPM's procedural and operational improvements are highly beneficial and necessary.
What do we get simply by installing TPM, before introducing optional components?"Detailed "My Activity" Dashboard (although this is hidden until used); Inductee support; all managerial Dashboards including "time-on-ticket" insight, activity timeline, attendance knowledge, team performance, basedlined team member performance and KPI Dashboards.
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.