The FT Works Support Maturity Model — for Metrics

We are working our way through the layers of the FT Works Support Maturity Model. After discussing how it applies to support offerings, support processes,  support organizations, and support tools in the last months, I’m back to discuss metrics.

A quick reminder that the model is that it is not monolithic. Your organization may be at the basic Bootstrap level for metrics, but at the Managed level for processes, and at the Structured level for people (unlikely, and a tad shameful, but possible). Read on for details.

At the Bootstrap level, there are no metrics and managing is based on anecdotes. The organization is usually small so everyone has a good sense for what’s happening, or thinks they do!

At the Structured level, we see the emergence of basic volume metrics such as incoming cases, closed cases, backlog, requests for assistance, bugs. Basic SLA metrics are also available from the tool. Users can filter the metrics by by individual, team, or product.

At the Managed level, we see real-time dashboards for managers that allow following both cases in progress and achievement metrics. In addition to case metrics, we also see metrics for customer satisfaction (including user surveys), knowledge management, and churn.

At the Holistic level, metrics open up to customers, with custom dashboards showing support performance and other data e.g. training. Root cause analysis is systematic, with cases tagged in useful categories and the data used for operational (e.g. staffing) and strategic (e.g. process improvements) decisions.

At the Visionary level, customer sentiment is detected and used for day-to-day operations as well as agent and product feedback. And the entirety of the user experience (product, self-service, assisted service) is regularly mined to provide quantified user input into the product and services.

Where do you think your organization ranks for the metrics layer? Please share in the comments.

And if you’d like to participate in refining the model, please let me know and we can schedule a short discussion to explore further.