Sunday, February 12, 2012

Dilbert on Performance Goals and KPIs

A lot of fun is poked at 'bad' customer service and we all know how important it is to have trained, fully engaged client facing human resources in our organizations. 

When it comes to tech support, I think we've all experienced something close to what Dilbert does below.

What I like most about this Dilbert strip is that it highlights the need to have well-designed performance goals and KPIs.  While resolving technical support cases is certainly an important goal for any technical support representative, a performance goal like this in isolation is at risk of being 'gamed' with the resultant negative overall impact on the organization.  It would be better to link this goal to customer satisfaction and rephrase the goal as cases closed with an average or above average client satisfaction rating or perhaps introduce a separate customer service rating KPI.

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