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.

Source: http://dilbert.com/strip/2012-02-12   

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.

New Features in MR 2012!

Management Reporter (MR) 2012 is chaulk full of new features, many of which in line with the 'distribution theme' of this release.

Here is a partial listing:

• MR 2012 now integrates with all Dynamics ERPs (i.e. NAV has been added)
• Drill-back to Dynamics ERP
• Comments
• Multiple-destination distribution flexibility
• SharePoint integration
• Scheduling
• Missing Account Analysis

What I find spectacular is that Microsoft has delivered on all the enhancements it promised last year that I blogged about here.

For more information, please visit the official Microsoft Dynamics CPM blog where they are show casing new features each week.  In many cases, MS has included a link to a YouTube MR 2012 demo! 

On Demand TARGIT BI Demo

Kyle McNerney of TARGIT has kindly put together a 20 minute overview of TARGIT BI, the leading BI/analytics solution for Dynamics ERP.

Click here to register and view.