BENCHMARKING PERFORMANCE OF A SERVICE ORGANIZATION

摘要

A method and associated systems for benchmarking performance of a service organization. A processor collects recorded performance data that identifies how much time members of randomly selected service teams of the service organization required to perform tasks associated with sub-activities of an activity of interest. The data is sorted by sub-activity and data associated with certain biasing types of tasks may be discarded. For each sub-activity for which enough valid data exists, a sub-activity benchmark is identified as a function of a median of task-performance times associated with that sub-activity. This sub-activity benchmark may be used to derive statistical functions that characterize performance of another service team when performing tasks related to the same sub-activity. Such characterizations may be aggregated and exported to a scorecard report that identifies overperforming and underperforming service teams.

主权项

1. A method for benchmarking performance of a service organization, the method comprising:
a processor of a computer system selecting a set of service teams of a service organization, wherein each team of the set of service teams performs a plurality of service tasks, wherein a first task of the plurality of tasks is associated with a first sub-activity of a set of sub-activities and with a first task type of a set of task types; the processor receiving a first set of performance records, wherein a first record of the first set of performance records comprises a first performance time that identifies a first duration of time needed by a first service team of the set of service teams to perform the first task; the processor organizing the first set of performance records into a plurality of subsets of records, such that a first subset of records of the plurality of subsets comprises records that are associated with the first sub-activity; the processor specifying a first benchmark of a first sub-activity of the first set of sub-activities as a function of a median value of all performance times comprised by the first subset of records.