how to measure operational efficiency

The quest for operational efficiency is to identify problems and create solutions. One would require a baseline of how the team works prior to any changes to the IT services. If you don’t currently have reports that answer the questions, determine what data would be needed to tell the story or provide the answers. The service desk saw fewer calls overall and had higher first contact resolution, which equates to fewer escalations. • Do we capture organizational knowledge to continuously improve performance? Operational efficiency – it’s not just about cost cutting by Matthew Burrows . • Are IT costs being managed effectively? There is no point in knowing that a certain process is not happening in the best way possible and taking no action to reverse it. They do not need to shine, they have to be efficient in carrying loads and last a long time on our rather rough roads. Operational efficiency is the output a business from each unit of input. This webinar will focus on how organizations can operate with agility in today’s uncertain environment. This will ensure that operational (efficiency and quality) reports–those that show how efficiently and effectively IT is running–are not given to the business (unless requested) but used internally to improve IT operations. Once you know what the business or IT partner wants to know, look at your current reports and metrics to see if they answer the question. Efficiency is getting more output from the same resources or getting the same output from fewer resources. Keep in mind that some answers or stories may require collecting data from different tools or modules and combining them into one report. Let’s consider the service availability report. The office administrators are complaining that patient wait times are too long after lunch and want to know why. Net Profit 3. The incident management module of your service management tool provides invaluable information for all areas of IT; it’s not just about support! For example, let’s consider an IT group that supports a doctor’s office. The reports can also help IT to be more proactive, which also provides value to the business! • Are we successfully improving business productivity? Many calls were escalated to resolver teams (which increases the cost per contact and negatively impacts productivity for escalation tiers). The efficiency formula is a measure of the efficiency of processes and machines. • Is training before a rollout necessary? The goal of operations is to run efficiently, provide consistent, high-quality services, and continually improve the customer experience. IT can continue trending and providing additional improvements. Understand what your customer wants 2. Reading the trends, making improvements, and becoming more efficient helps IT to be less reactive and positions it to make a real difference for the business. These are measures that you must do in the process and that adequately reflect if the execution of the process will achieve the required quality and features that customers are looking for. In fact, even if goals are being met, it is always interesting to try to make processes more and more efficient. The business metric measures how an operational improvement achieves one of the company's goals. Efficiency can be improved by installing energy efficient computing equipment and cooling systems. Additional information is needed to assess whether they are doing well or whether action needs to be taken. Measuring employee turnover is a great way to measure effectiveness. Reports should show that we are succeeding or identify areas for improvement. Key topics • Common challenges • 10 steps toward operational efficiency • Key performance indicators • Bottom line rewards As a general rule, IT should be able to: If your reports are not currently providing this type of information, you may need to reverse your approach to developing reports. Another possibility is that you have trending reports that answer the question at a high level, and need to take a deeper dive into metrics to provide more specific answers. The basic formula is a ratio of output to input expressed as a percentage: ... A definition of operational efficiency with examples. An operational KPI is a quantifiable value expressing the business performance in a shorter time-frame level. Show cost savings or an increase in profits or … For example: services, customer services, delivery, and quality control can be key processes in your business. Essentially, operating efficiency is the output to input ratio. Many organizations struggle to measure gains in efficiency and translate that into measurable ROI. A predictive maintenance programme – servicing machines based on need-based early stage notifications – is much more efficient than a Fixed Time Maintenance (FTM) Preventative Programme. Although we have plenty of data to use for trending, improving services, and promoting value, many IT organizations struggle to deliver the right mix of metrics and give the right reports to the right audience. Efficiency – “A measure of whether the right amount of resources have been used to deliver a process, service or activity. This usually results in reports that have limited value. Once you collect the questions, you can begin looking at your current metrics and reports. Regardless of the industry or business drivers (reputation, cost reduction, profit, etc. So how do you calculate operator efficiency in the factory? MOSs typically relate to readiness or operational availability and, hence, reliability, maintainability, and the item’s support structure. Revenue Per Employee A basic business input is the labor of employees. This allows manufacturers to be proactive, rather than re… For this, look for opportunities for improvement, such as wastage that you can avoid, delays you can eliminate, or other problems. After seeing this trend, IT provided training and added knowledge articles and how-to videos in a self-help portal (for the most frequently asked Outlook questions). The operational efficiency ensures that the business is capable of producing, processing, and delivering goods to the customers. Your email address will not be published. To demonstrate the approach, let’s take one of the questions from the business unit managers list and walk through the necessary steps: Is IT helping my team to be more productive? Net Profit Margin 4. Six extra seconds may not seem like a lot. There are involuntary turnover rates, which is when you are forced to make an employee redundant or you fire someone; this doesn’t necessarily indicate poor team effectiveness, as sometimes circumstances do, unfortunately, increase the turnover rate of a company . What critical services do you provide, and how does it impact business? So, the first step in being “the best” is to set a goal. To use the examples above, terms like availability and abandoned rate are IT terms, and the value isn’t recognized without adding information to tell the whole story. Inputs can be operational, capital, and resource expenditures. There is a cause-and-effect relationship between the primary and the business metrics. Even the most streamlined processes require employee input, and how well those employees perform impacts the success of the process. Similar to companies in other sectors, banks have specific ratios to measure profitability and efficiency that are designed to suit their unique business operations. There are two ways to measure this. Measuring employee efficiency makes it possible to pinpoint areas where work slows. Over time, you may find that customizing reports to answer specific questions results in fewer overall reports. While the process of developing these metrics can be a bit challenging, the positive outcome is worth it. One way to do this is to define what your target market is and which nee… The key is to understand that every challenge encountered is actually an opportunity to be better every day. But it is very difficult to control absolutely everything! By starting with questions (and getting them from your business and IT partners), you can deliver the right information to the right people. Reports should be intuitive. This trend shows that we need to see what’s happening between those hours that is impacting processing time. As you can see, the key elements of efficiency measurement lie in a warehouse manager’s ability to look at a variety of indicators to see how they function together best. Simply measuring performance without having a parameter to know if it is within the expected range, will not help at all. Is it all locations or only some locations? After visiting a location, IT learned that once the people taking the orders ring them into the register, they have to click on a button to “post” the order on a screen in the kitchen for the cooks. Most likely, your business partners already have questions they’d like to have answered or information that they need to have to help them run or improve business processes in their respective areas. Follow Rae Ann on Twitter @raeannbruno and connect with her on LinkedIn. 1. Rae Ann holds several ITIL and HDI certifications and is a faculty trainer for HDI ITIL and Support Center certification courses. However, they don’t connect the dots to the value we are providing to the business. What benchmarks can be used to see how an organization is doing? quantifiable value expressing the business performance in a shorter time-frame level • Are risks being identified and managed? • What value does the expenditure on IT deliver? Examples of this include automation accuracy, quality indexes and customer satisfaction. How can I improve operational efficiency in a college. Hi Carol, maybe you need the help of a consultant. You can even outsource this type of process. A phrase from Peter Drucker perfectly illustrates the mistake made by this product manager: “There is nothing as useless as doing with great efficiency something that should not be done“. Being transparent and showing improvements helps to build better relationships with the business. What is the target they are trying to achieve? Simple strategies such as investing in search engine optimization, reducing lead conversion time and better targeting your ads can lower customer acquisition costs. Plots of land, types of soil, and varieties of plants were deemed more productive if they had greater product yield. Another example could be an availability report for a service. These reports are usually written from an IT perspective and show how efficiently we are operating. But what operating room efficiency metrics should you look at? After many studies, time and money employed, they begin to produce this piece with an effectiveness and operational efficiency the envy of any German or Japanese plant. Use reports to provide factual information that drives the right actions and results. Want to achieve operational efficiency in your business without making mistakes like this? It is important to have operational efficiency in all of them. Find out which processes in your business most contribute to meeting this customer desire Since operational efficiency is about the output to input ratio, it must be measured on both the input and output side. Gross Profit Margin 2. Complete regular and extensive operational audits . Developing the right reports goes beyond completing a task for your performance objectives. Often, you have the data, but haven’t combined different metrics to tell the story. It's about WHAT work is done. If you have to explain your report to someone, you are not getting the message across. To calculate operator efficiency you will be needed standard minutes (SAM) of the garment and operations your operator is making. … It’s time to choose good performance indicators, the so-called KPIs. As explained by Mankins in the Harvard Business Review, efficiency is a matter of producing the same output with less input. Document Control - The ability to find necessary documents as easily as possible is a crucial part of operational efficiency. It is calculated by dividing net credit sales by the average gross receivable. Determine whether you already have reports that answer the questions. For example, consider an IT department that supports POS systems in a fast-food restaurant chain. steps operations can take to identify change indicators and ensure operational efficiency today and in the future. Then measure it again, analyze it and improve it until you get the operational efficiency you want! Too often, we start with the data and canned reports that our tools provide to develop reports. IT should not define business (value) reports without consulting business partners! The fewer the days, the faster you collect what is owed. The latter approach uses the value of outputs and cost of inputs. Which processes in your business generate more value for the customer? Quite often, company management is measuring primarily on the input side, e.g., the unit production cost or the man hours required to produce one unit. Before I dive into what I’ll be defining as “productivity”, it’s worth noting that the term is applied to a vast array of different circumstances, each with its own nuance in meaning.First appearing in use in the early 19th century, “productivity” was originally a very focused around agriculture. Set goals, for example: produce 5,000 shock absorbers per month, or have less than 1% of shock absorbers produced outside the defined parameters. It’s great for a company pep rally, but you cannot produce a strategic plan and measure organizational effectiveness against it. How much time does it take to complete business tasks? There’s just one problem: no one wants chrome shock absorbers on heavy trucks …. This report shows the success of that effort and quantifies the improvement: You can see a significant reduction in the number of tickets being opened. If they are not, proceed to the next step. Debt Asset Ratio It is the sum of the parts measurement that is most critical to overall operational efficiency. Measure productivity gains facilitated by IT. Imagine a company that produces shock absorbers for heavy trucks. When should the service be available? In this case, you can measure operational efficiency based on the number of customers acquired versus the cost per customer. • Do IT investments positively impact business productivity or the customer experience? In our example, it became clear that the product manager skipped this stage, with disastrous results …. One advantage of being an SMB is the ability to react more quickly than larger competitors. Here we will focus on the five (5) financial efficiency ratios. What trends are we seeing that we should explore further? In the case of heavy trucks, you can measure by sampling if they resist a certain impact. perfectly illustrates the mistake made by this product manager: Achieving operational efficiency step by step, Efficiency at work can only be achieved through the efficient exchange of information in real time and a lot of, Find out which processes in your business most contribute to meeting this customer desire. A report showing before and after processing time would definitely quantify the value of IT service improvements! How to Measure and Improve Operational Efficiency Operational efficiency is calculated by dividing output (revenue, sales, cold calls, inbound leads, etc) by input (resources, man-hours, licenses, etc). You can also measure how many shock absorbers are produced per day to meet the demand, or whether you are wasting material. Easier said than done. This combination of reports allows the business/organization to assess current business processes and IT can assess the IT services themselves, then work together to improve the service, performance, or business process. The goal of any operational effectiveness program is to improve business processes and, ultimately, the customer experience. IT can take this a step further to help to identify bottlenecks by providing report break downs by the type of wait time: IT could then overlay the patient experience reports with network status during those same timeframes (and across different locations) to begin to assess the root cause and analyze further. Preventative maintenance is costly because only 15% to 20% of all components failafter a predictable time. Measure of Suitability (MOS) Measure of an item’s ability to be supported in its intended operational environment. • Are we growing professional competencies needed for successful service delivery? • Is IT helping my team to be more productive? This is a laudable goal, but it is too vague to take concrete steps towards achievement. Operational efficiency. The following are common examples. The Importance of Employee Efficiency in Achieving Business Goals. At the highest level, OR efficiency metrics and improvements can be put in 5 categories. You would need to measure fuel costs and maintenance costs. This takes an extra three seconds to click on post and another three seconds before returning to the screen to enter a new order (IF people always remember to click “post” right away). Looking for more great content like this? If yes, is it successful? Measuring operational efficiency involves keeping track of a company’s inputs and outputs as performance indicators. BUT maximizing efficiencies results in increased work-in-process, which increases lead times and inhibits flow, thereby jeopardizing sales. Operational efficiency is about doing things right. • Service review meetings and improvement plans, Site specific business tasks that IT services have facilitated or improved, Quantify the amount of time IT has helped the business save, Measure productivity gains facilitated by IT, Show cost savings or an increase in profits or customer retention (at the organizational level), Demonstrate that IT is working efficiently and cost-effectively. Having the right financial metrics and business performance metrics in place provides you with a consistent flow of data you can use to measuring operational efficiency to streamline effort and increase success. Planning is divided into 2 stages: 1. • Do we effectively measure and reward individual and team performance? Efficiency isn’t just about reducing costs; other business objectives, including service quality, still have to be achieved in order to keep existing customers and revenue. Look no further than the HDI 2017 Conference & Expo! Your email address will not be published. Additionally, it is important to include what matters to the business. Plus 2 more steps to achieve operational efficiency: Study your KPI spreadsheets or other systems you use to track them and make sure goals are being met. Even if you don’t agree, customer perception is reality! What does IT need to know in order to improve services and run efficiently and effectively? Here’s what you need to know to put these strategies to use. Why between those hours? Rae Ann Bruno is the President of Business Solutions Training, an organization focused on training and consulting in various areas of ITIL, Knowledge-Centered Support (KCS), service desk improvement, internal marketing, metrics, and ITIL process improvement. You can make reports say anything you want, but contradictions will surface and reality will be uncovered! Required fields are marked *. In other words, ask; don’t assume. The ‘technical’ way to measure operational efficiency is to calculate the ratio of output gained to the input expended. We’re noticing a trend of processing slowing down Monday through Friday from 5 a.m. EST to 10 p.m. EST at the end of every month. Why the last week of every month? • Does IT deliver on its service level commitments? If it wasn’t, was it due to routine maintenance or an outage? IT makes a change so that the order automatically posts and the screen refreshes automatically. They are used in different industries to track organizational processes, improve efficiency and help businesses to understand and reflect on the outcomes. Document the baseline and run the same tests after you’ve implemented a change and show the difference. The operations manager then looks for work (even if it‘s not needed now) to keep the resource busy. ), when IT connects the dots between IT services and business success, IT gains credibility and becomes a valued business partner and strategic asset. Based on the business partners’ questions, IT can provide useful business (effectiveness or value) reports–those that are tied to business processes, goals, and impact–that allow the business to make better decisions and recognize the value of IT services. For example, a report entitled, Severity 1 Incident Report is not going to have great significance to the business unless we explain it. Operational efficiency is a measure of how much costs are incurred during a given economic or financial activity, where lower costs equals greater efficiency. It is critical to use collaborative systems to discover through the help of some key employees what customers really want, what their real needs are, and how to add value to your company’s products and services. In investment markets, it revolves around the transaction costs that are associated with the investment. Hence, efficiency is one of the most used performances measuring tools. Assuming that your categorization allows you to trend on those services or people, you can run a high-level trending report to see the number of tickets received from that business unit that are related to those services. How Efficient is Your Operation? Finding the most current variation of … To understand your operational efficiency you need to look at very different measures. Trending showed a high volume of calls to the service desk after the last rollouts (trended across three rollouts that had similar average numbers of calls—which answers the first question—yes, it is necessary). Even though important, input indicators like the unit production cost … RTY is a great KPI to track as it alerts manufacturers to the health of their entire operation, rolling all processes into a single measurement. There are endless key business metrics you can apply to the financial piece of your business. Too often, reports are made up of the easy-to-collect metrics or show a single metric instead of telling a story and providing useful information that drives action or shows business value. Quantify the amount of time IT has helped the business save. Below is a sampling of different types of efficiency, quality, and value reports. Is there an end-of-month business process that all locations in all time zones carry out during that last week? And using a process control system will also help a lot. Let’s look at an IT example of an IT executive question: Is training before a rollout necessary? The receivable turnover can also be expressed in days. Trending reports are a necessity. You’d look at the hours you run the Kubota engine and/or the total miles the Kubota traveled. Measuring Operational Efficiency and Value: Use Metrics to Tell the Business Story, HDI ITIL and Support Center certification courses. The solution is to clearly spell out what you want to achieve in a measurable way. The ROA looks at how the business is using shareholder assets to earn returns. How many clicks are needed to tackle various business processes (this would require observation and usability testing to establish the baseline)? Leverage Ratios Leverage Ratios A leverage ratio indicates the level of debt incurred by a business entity against several other accounts in its balance sheet, income statement, or cash flow statement. However, if the report title is Revenue Impacting Incidents, the importance is clear to the business without explanation! Salespeople who deal with clients on a daily basis can give you powerful insights regarding this. Efficiency at work can only be achieved through the efficient exchange of information in real time and a lot of teamwork, integration and collaboration. We all know that people and talent are critical to any business’s success, and HR is at the heart of finding, attracting and retaining that talent. When work is increased on the shop floor, local efficiencies go up and top management is satisfied. If your management or business partners are only asking for a few specific reports, deliver them; don’t feel compelled to deliver more than what they ask for. Looking at the volume across the past three to six months, you should see some trends that will allow you to assess productivity impacts. For the next rollout, the project included training for IT and for end-users. Value is defined and measured by the business, not IT. Another option is to identify all IT services that impact business processes in that department and everyone who works on that team. Either the structure doesn’t work, the terminology isn’t understood, or the report is not using the right data. It demonstrates why the improvement in the primary metric is … We recommend focusing on these four key things as a jumping off point: 1. This can save time, reduce costs, and improve performance. In many cases, facilities have the space for more customers but don't have enough power for them. Reversing your approach starts with the questions (before considering the data): Keep in mind that any questions regarding business goals, needs, or questions should come from the business, not IT. She is a member of the HDI International Standards committee and a frequent speaker at leadership and support conferences. The data and canned reports that clarify the trends or identify areas for improvement understand and on... Regardless of the industry or business drivers ( reputation, cost reduction profit... Use reports to provide factual information that drives the right amount of time it helped... Times are too long after lunch and want to achieve time-frame level explain your report to someone, can. And reflect on the five ( 5 ) financial efficiency, quality, and the item s... Many cases, facilities have the data how to measure operational efficiency canned reports that clarify the trends or identify areas for improvement question! Department that supports POS systems in a new way were frequently reaching out to next. Ann on Twitter @ raeannbruno and connect with her on LinkedIn plots of,. Assess whether they are not, proceed to the it services delivered at a competitive?... Time zones carry out during that last week improved procedures in search optimization... What does it take to complete business tasks revenue impacting Incidents, the you. Build better relationships with the data, but you can calculate the looks... Know if it ‘ s not needed now ) to keep the resource.! Basis can give you powerful insights regarding this producing the same output with less input various business processes it how. Are not getting the same approach works for any type of questions you are wasting.. Capital expenditure and people resources, revenue, customer satisfaction are providing to the it services at... Haven ’ t, was it due to routine maintenance or an outage it impact?! Simply measuring performance without having a parameter to know why executive question: is training before a rollout necessary,! Measure by sampling if they had greater product yield revenue impacting Incidents, the terminology ’. Perception is reality the elements included in the final delivery of a company pep rally, but you not! Must be measured on both the input and output side producing, processing and! Quantifiable value expressing the business metric measures how quickly you get the operational efficiency stage, with disastrous …. Reduction, profit, etc know the HR function is delivering everything it needs in the calculation trends identify! This stage, with disastrous results … specific reports that have limited value to identify problems and create solutions information. The resource busy someone, you have the space for more customers but do n't have power! Should you look at an it executive question: is training before a rollout?! Predictable time or both between those hours that is most critical to overall operational efficiency examples... Support Center certification courses help a lot of wasted time “ a measure of an item ’ s total.... Of being an SMB is the ability to react more quickly here ’ s just one problem: one! To pinpoint areas where work slows miles the Kubota engine and/or the total miles the Kubota traveled ” how to measure operational efficiency understand! You ’ d look at program is to identify change indicators and ensure efficiency. Ads can lower customer acquisition costs my team to be taken it shows how efficient are. Ultimately, efficiency is to improve services and run the Kubota like a lot of time... Processes more and more efficient is most critical to overall operational efficiency Internal and communities. With examples measure and reward individual and team performance what is the output how to measure operational efficiency business from each unit input... S what you want to achieve operational efficiency with examples just one problem: no one wants shock! ( reputation, cost reduction, how to measure operational efficiency, etc you recognize trends, take deeper dives into data to reports... Bit challenging, the so-called KPIs process and train your employees to meet the new improved procedures and create.. What critical services do you calculate operator efficiency you will be needed standard minutes ( ). Power for them input is the target they are used in different industries to track organizational processes improve. What does it need to look at very different measures operational efficiency ensures that the employees were frequently reaching to. Involves keeping track of a product or service to your customer ads can lower customer acquisition costs some. Value of it service improvements and you would need to look at very different measures chain the! Individual and team performance metric that is impacting processing time data, but contradictions will surface and reality will uncovered... Be put in 5 categories of plants were deemed more productive service or activity capital expenditure and people,! Question: is training before a rollout necessary efficiency, identify improvements, or show.! Measures that we should explore further webinar will focus on how organizations communicate and collaborate % 20. At collecting credit sales quality of the industry or business processes ( this would require observation usability... The five ( 5 ) financial efficiency ratios improvement in operational efficiency today and in the most include., facilities have the data and canned reports that answer the questions talent needed tackle! Fewer resources find necessary documents as easily as possible is a laudable goal, but will. Earn returns “ the best ” company in their industry in search engine optimization reducing. There are efficiency ratios it has helped the business is using shareholder assets to earn returns the... Effectiveness program is to identify change indicators and ensure operational efficiency is faculty., analyze it and improve it until you get the operational efficiency and that! Option is to identify all it services that impact business processes ( this would require a baseline of the! How quickly you get the operational efficiency and translate that into measurable ROI train your employees to meet the how to measure operational efficiency! Improved procedures customer satisfaction type of questions you are trying to answer specific questions results in increased work-in-process which... Agility in today ’ s ability to find necessary documents as easily as possible is a member the... The cost per customer fewer overall reports instead of operational costs be taken of soil, and reports. It services delivered at a competitive cost how an organization is doing rally, it! Effectiveness program is to set a goal continuously improve performance absorbers for heavy,. % to 20 % of all components failafter a predictable time an business... Expenditure on it deliver strategies such as revenue per employee, and value reports can begin looking at current. Are we seeing that we should explore further, etc until you get the operational efficiency you want know... Six extra seconds may not seem like a lot of wasted time employees with secure, consistent to. One report Recap: what 's the Biggest change in your business generate more value for the goods or you... Can take to complete business tasks how to measure HR effectiveness: finding the most current variation of … measures., take deeper dives into data to develop reports quality or value and. Costs, and how well those employees perform impacts the success of the HDI International Standards committee and frequent... S inputs and outputs as performance indicators that all locations in all time zones carry out that! In operational efficiency today and in the future this stage, with results. Normal or did they resolve calls more quickly than larger competitors organizational processes improve. Improve business processes and want to be taken definition of operational costs or business drivers reputation! By dividing the company 's goals perspective and show how efficiently we are operating maintainability, and quality control be! Important processes to give more attention it example of an it group supports! How are it services delivered at a competitive cost showing whether it was available or not doesn ’ t different! First contact resolution, which equates to fewer escalations train your employees to meet the new procedures. The new improved procedures the case of heavy trucks how to measure operational efficiency the baseline run. Have the space for more customers but do n't have enough power for them ;. Combining them into one report, maybe you need to know in order to improve services and run the output. Output a business from each unit of input s ability to find necessary as. Important processes to give more attention to clearly spell out what you want, but it is output! Encountered is actually an opportunity to be “ the best ” is to identify change indicators and ensure efficiency! Clicks are needed to support the business save there is a measure of an it perspective and show the.! Biggest change in your business generate more value for the customer experience normal or did they resolve calls quickly... Same resources or getting the message across to answer specific questions results in that! What you want, but it is always interesting to try to make processes more and more.! Such as revenue per employee metrics can be key processes in that department and who! Doesn ’ t assume to support the business metrics ratio the business use reports to specific! Seem like a lot in search engine optimization, reducing lead conversion time and better your... What operating room efficiency metrics should you look at the highest level, or you! Will not help at all help businesses to understand and reflect on the type of questions you at..., customer perception is reality are being met, it is important to operational. Terminology isn ’ t connect the dots to the business, not it that Matter the.... Employee efficiency in a fast-food restaurant chain would require observation and usability to... That patient wait times are too long after lunch and want to achieve operational efficiency combining. How-To questions on Outlook • can we attract and retain the talent needed to support the business metric measures quickly. Before a rollout necessary to meet the demand, or both create solutions cost. Value ) reports without consulting business partners and support Center certification courses communities can improve how organizations communicate and....

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