One simple performance indicator that you need to use

Yesterday’s blog discussed the fact that many of the KPIs gathered and used by OSS / BSS could potentially conflict with other KPIs, even when used within a single organisation. It then posed a question:
Have you ever seen an organisation define a simplification metric as one of their highest-profile KPIs?

One of the biggest hurdles facing OSS projects, as described here in The triple constraint of OSS, is complexity. We’ve discussed many simplification techniques here on PAOSS, including Subtraction Projects.

Unfortunately, it can be a challenge to justify these projects because they cost money and they don’t give a tangible cost reduction and/or revenue benefit upon which to build a business case. Fortunately, there are many metrics that you can build a business case around, including the ones referenced in TM Forum’s GB935 below:
• decrease customer risk
• decrease excessive contacts
• decrease information loss
• decrease launch time
• decrease operating cost
• decrease problems
• decrease revenue loss
• decrease process time
• decrease waiting time
• decrease time to revenue
• decrease time to market
• increase customer satisfaction
• increase margin
• increase market share
• increase productivity
• increase revenue

The downside about GB 935 is that it doesn’t propose an industry-wide simplification metric, so I’m going to propose one today so that subtraction projects can be as readily justified as the NPS metric has done for customer experience initiatives.

The Simplicity Index (SI) – As a ranking from 0 (lowest) to 10 (highest) how easy is it to choose and use the company / product / service?

This can be an internal metric (ie for operators of systems and their constituent applications / data / processes) and / or an external metric (ie an indicator of the level of difficulty that faces your customers).

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