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TRANSCRIPT
Using Metrics to Tune Up Your SharePoint Estate
SharePoint Saturday RestonOctober 25, 2014Susan Hanleywww.susanhanley.com
Why Measure? – The Four “F” Words
Feedback
Funding
Follow-on
Focus
What do we want to do with metrics?
Before
• Make the business case
During
• Provide a target• Make tradeoffs• Tune the
implementation process
After
• Develop benchmarks
• Develop lessons learned
Measurement Process
Understand the
business problem you are trying to
solve
Identify use cases that have meaningfu
l impact
Determine the
metrics that align with each use case
Understand your
baseline and
establish a target
Measure and
monitor: be
prepared to change
Identify opportunities to re-define the problem
Modify the metrics
Understand the business problem
Without it … could be a career-limiting move
6
There is only one reason to implemen
t SharePoint
…… you have a
BUSINESS PROBLEM to solve.
Identify use cases with impact
Product Developme
nt• Finding other engineers working on similar problems or related projects
Resource Planning
• Project Manager looking for the most qualified resources for a project
Customer Support
• Services agent working trying to solve a customer problem• Support call deflection
• Sales team on-boarding • Sales team training and mentoring• Example proposals
Sales
Organization: Association Business Goal: Provide a self-service
knowledge portal for members to share best practices and learn from others without having to depend on engaging HQ for routine questions
Impact-based Use Case: Support call deflection for routine questions
Secondary Use Cases: Free up HQ support staff to work on more complex requests Build online, searchable inventory of member- and HQ-curated assets
Example Scenario
Business Metrics Number of routine support
calls Number of complex support
calls
System Metrics Number of successful
searches for online content by members (searches with at least one result)
Number of “0 results” searches
Determine the metrics that align with each use case
Quantitative Performance between points Spot trends
Qualitative Provide context Used when numbers aren’t easy (storytelling) Used at early project stages (future scenarios) Richer (“serious anecdotes”)
Quantitative or Qualitative: That is the question!
Serious Anecdote | Pharma – The Need
Meanwhile, two scientists in the US had deep experience in protocols for this area.
A scientist with Thrombotic & Joint Diseases in Germany began a project to isolate and culture macrophages and needed some help.
Serious Anecdote | Pharma – The Result
The German scientist consulted the expertise directory to find that expertise existed within the company and contacted the two US scientists he found in his search.Both scientists quickly
responded with assistance. One helped him with culturing protocols and the other helped him with information on magnetic cell sorting.
Benefit: The German scientist was able to leverage existing internal expertise and, in the process, reduce his research effort by 4 weeks.
The best metrics areRelevant to outcome
Relevant to stakeholde
rs
Collected at low cost
Balanced
Easiest with Process Improvement use cases
Must have a baseline – and a plan to measure results
Use TENS approach: T = time on task (in minutes) E = number of employees performing that task N = number of times per year a typical employee performs that task S = average employee’s loaded salary per minute
Still helps to have a combination of balanced quantitative and qualitative metrics
What about more traditional measures?
Understand your baseline and target
How is S-U-C-C-E-S-S is spelled in your organization?
ExampleMetric Target
Number of routine support calls to the HQ support team
10% reduction within 6 months after launch
Successful searches of online content by members
95% of searches return relevant content after 6 months
Number of “0 results” searches by members
Number of “0 results” searches trends lower and reaches less than 1/week within 6 months
Measure and Monitor: be prepared to change Metrics are just a tool.
Goal – to get better and make informed decisions.
Use measurement plan to: Assess value to users Identify new capabilities needed to
achieve business goals
Evaluate unexpected results: One-time or trend? Measuring the wrong thing? Fundamental problem with solution? More training?
Example Report CardBusiness Goal Use Case Metric Baseli
neTarget Actu
al
Help members to share best practices and learn from others facing similar challenges without always having to depend on engaging with the headquarters team to get answers to simple questions
Simple support call deflection – reduction in the number of simple support calls to HQ
Number of routine support calls to the HQ support team
10% reduction within 6 months after launch
Successful searches of online content by members
95% of searches return relevant content after 6 months
Number of “0 results” searches by members
Number of “0 results” searches trends lower and reaches less than 1/week within 6 months
Metrics alone won’t make your solution successful.
You need a person whose job it is to monitor metrics.
You need someone who is accountable for making changes based on metrics analysis.
Keep in Mind
It’s as important to have a plan for acting on metrics as it is to have a plan
for collecting them!
Call to actionDevelop a plan – quantitative
and qualitative
Make sure metrics are part of someone’s
job
Gain consensus on baseline and target
Develop approach to
capture and categorize
Develop an approach to promote – tell the metrics story
Don't measure anything unless the data helps you make a better decision or change your actions.
If you're not prepared to change your diet or your workouts, don't get on the scale. --Seth Godin – August 6, 2014
About me
susanhanley
susanhanley
www.slideshare.net/susanhanley
http://www.networkworld.com/blog/essential-sharepoint
www.susanhanley.com
• Governance
• User Adoption
• Metrics• Information
Architecture
• Knowledge Management
SharePoint 2013 “Out of the Box” Metrics
Site Collection: Audit Log Reports
Site Collection: Popularity and Search Reports
Site: Popularity Trends
Site Usage Example (solution launch: 3/2014)
Individual Document Metrics in Search