Effektiv användning av KPI:er

Sammanfattning

The purpose behind this study was to examine how case data within an IT department can be analyzed to identify recurring issues and inefficiencies in case management and how these insights can be used to develop KPIs. To achieve this, the study used an iterative analysis process combining descriptive analysis, Pareto analysis, trend analysis, and root cause analysis. The use of descriptive analysis and Pareto analysis made it possible to structure a large amount of case data and help narrow the focus to the area's most critical to the department. Trend analysis was conducted to identify recurring issues across different combinations of services, customers, and case categories. Root cause analysis was conducted on cases with long resolution times to understand these cases and the factors contributing to their longer resolution times. Based on the results from these analyses, relevant and wellstructured KPIs could be developed because the study uses real measurements rather than standard measurements. Balanced Scorecard was used to ensure these KPIs cover all perspectives of an organization and not just cover the financial bits. The perspectives the KPIs were structured in were customer perspective, internal processer, financial and knowledge and development. With the help of an iterative process concluding descriptive analysis and Pareto analysis can a large amount of case data be limited to a smaller amount and more critical cases. Trend analysis can be used to identify recurring problems and root cause analysis can be used to identify causes of inefficiencies in an IT department. Through these recurring problems and causes of inefficiencies can KPIs be developed och structured. By basing KPIs on actual problems and categorizing them according to balanced scorecard can a greater connection between the department’s operative performance and the organization overall goals be achieved.