Friday, May 30, 2008

Post Project Review Survey

The Post Project Review process consists of activities performed by a project team at the end of the project’s life cycle (or at the end of significant phases of work) to gather information on what worked well and what did not, so that future projects can benefit from that learning.

Post Project Reviews are generally done at the end of any significant project or portion of a project. A project that runs longer than a year may conduct Post Phase Reviews at the each of each significant phase, for example, so that lessons are captured while they are still easily recalled. This process might be used with a project that completed some time ago, but for which the lessons were not gathered.

The project review process is the most effective mechanism for improving project management practices and actual project results. A timely, comprehensive review of project performance can reveal so much. This Project Review Survey is a complete resource for project performance feedback and analysis.

Friday, May 23, 2008

How To Develop an IT Change Management Program

Here is a great article on how to develop an IT Change Management program. The article reviews risks, politics, and successes one can encounter when rolling out such a program.

Friday, May 9, 2008

2008 Customer Service Survey & Results

Here is an interesting read taken this year regarding Customer Service and Support trends in 2008. This company surveyed approx. 100 companies, and I thought that some of the data would prove to be useful as we finalize our Service and Support Model.

Key Findings were as follows:

Customer Support Channels

  • More than half (56%) of the companies managed to integrate at least some of their channels, whether it was multiple channel queuing into 1 interface, or having a common knowledge repository.

  • 53% of customers had some Knowledge Manage Strategy in Place.

  • 45% used Email Management while 24% used chat.

  • Another trend worthy of mention was the increase in the utilization of Customer Support Forums.

Phone SLAs

  • A Majority (46%) of survey respondents indicated that their average abandon rate on phones is between 1 - 5%. This is what we agreed to in our service model.

  • 37% of respondents answer their phones on average of 5 - 15 Seconds.

  • 21% answer their phones within 16 - 30 Seconds.

  • 12% answer in less than 5 Seconds on the phone.

  • Average hold times were very interesting as well. Approximately 39% have hold times of less than 1 minute for phone based support.

  • 25% indicated that their customers experience a hold time of 1 - 2 minutes.

  • Average Speed of Answer for email Support was also an interesting figure with 36% of companies answering within 1 and 6 hours. 26% Less than 1 Hour, and 14% are between 12 and 24 hours.