How can you use service performance data to make strategic decisions?

1 Define and measure key service performance indicators

The first step to use service performance data effectively is to define and measure the key indicators that reflect your service objectives and standards. These indicators can be quantitative or qualitative, and they can cover different aspects of your service delivery, such as timeliness, accuracy, resolution, quality, satisfaction, and loyalty. You should select the indicators that are relevant, measurable, achievable, realistic, and timely (SMART) for your service context and goals. You should also establish clear and consistent methods and tools to collect, store, and access the data for each indicator.

3 Identify and prioritize service performance gaps and opportunities

Based on your analysis and interpretation of the service performance data, you should identify and prioritize the gaps and opportunities for improvement. A gap is a difference between your actual and expected performance, and an opportunity is a potential area for enhancement or innovation. You should use a systematic and objective approach to prioritize the gaps and opportunities, such as the impact-urgency matrix, the Pareto principle, or the SWOT analysis. You should consider the value, feasibility, and alignment of each gap or opportunity for your business and customer goals.

4 Implement and evaluate service performance improvement actions

Once you have identified and prioritized the gaps and opportunities for improvement, you should implement and evaluate the actions that address them. These actions can be corrective, preventive, or creative, depending on the nature and scope of the gap or opportunity. You should use a structured and collaborative process to plan, execute, monitor, and review the actions, such as the PDCA cycle, the SMART goals, or the RACI matrix. You should also use the service performance data to measure the effectiveness and impact of the actions, and to identify any further adjustments or enhancements needed.