More Thoughts on PO1.3 (Assessment…)
Reader Vincent asked,”PO1.3 is very high level to me, I wonder if there is any example(s) of acceptable implementation”
I initially starting answering in email but the response turned into a bit of a post so I figured I would post the response here instead:
I’ll try with a simple example. One of the functions we provide in IT is an internal level 1 service desk. This group resolves a lot of issues and then escalates what they can’t resolve. We have a number of SLAs defined for this team including items like first call closure rate, time for initial response based on urgency, etc. Our current SLA for first call closure rate is 70% and we are currently running at 60%. When I built our 2008 strategic plan I used 60% as the assessment of our performance. This team is part of the operations group, or the “keep the lights on” team.
Similarly, we only completed 30% of projects on time. When we consider the projects the business would like us to engage on in 2008 we must be realistic about this number, assess the performance and use that as the baseline on which to build our plan. A key component of our 2008 plan is to improve in this area to 60%, which is still not as high as I would like, but a significant improvement.
Don’t make this more complicated than you need to - PO1.3 means to take an honest assessment of your performance and make sure to account for it in your planning.Bill
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