Effective Metrics and Reporting Design

Rick Smith,

Room : Starvine 10 and 11

Subject : Reporting

Breakout : Leadership

If metrics and analysis don't lead to effective action, what real value do they provide? At Yale University, an effective Service Measurement System (SMS) focuses on "the four Rs" -- measuring "the right things right" and enabling "the right actions at the right time." This approach supports IT managers' ability to deliver world-class IT services to their clients and stakeholders. In this session, Rick Smith of Yale University will discuss how accurate data collection, analysis, and reporting improve service quality and client satisfaction - while facilitating continuous service improvement. Mr. Smith will also highlight the key principles that guide report design at Yale - principles that should apply at every organization.