The CPI Enterprise Process
- Compare key performance metrics against those of similar organisations.
- Evaluate the service delivered against IT costs.
- Assess the trade-offs between IT resources and the service value to the business.
- Make decisions based on actual, real-world data from comparable organisations.
International
CPI Enterprise offers great flexibility to organisations operating
across international boundaries by offering currency conversion using
appropriate exchange rates.
Group Organisations with multiple IT functions
CPI Enterprise can also be applied to Groups of Companies to provide an internal benchmark as well as outside comparison. It enables companies or IT functions within a group to compare IT service performance on a consistent basis throughout the group. This helps to ensure best practice and consistent service levels across all business units.
A Simple Process for Gathering Metrics
The strength of the CPI Enterprise benchmarking model lies in the definition and selection of the metrics used. CPI Enterprise's cost model is said to be "…the best benchmarking cost model available" according to one IT Director. The collaborative nature of the CPI Enterprise process ensures that metrics required to complete the template are the relevant costs, cost drivers, and key performance indicators typically available in most organisations. Participants complete the standard data collection template for costs & metrics. Each metric has a concise definition and has been defined by participants to concentrate on key areas and minimise collection effort.
Induction Workshop ensures efficient metrics collection
At
the beginning of the process CPI Enterprise provides onsite support
workshops to guide personnel in understanding terminology, definitions,
and requirements. Telephone support is available throughout.
Data validation to ensure consistency
Integrity
and consistency of data are paramount to successful benchmarking and
CPI Enterprise checks metrics both manually and automatically to
maximise consistency and minimise errors.
Help with Results Analysis
The
CPI Enterprise Results Model is very easy to use. Nonetheless it
helps to have access and support from the team of experts at CPI
Enterprise and other participating organisations that can assist in the
production of the management report. Onsite support workshops
help managers access and get value from the analysis of data.
Key Information for Management
The
CPI Enterprise Results Model includes an Executive Summary that is
immediately accessible for presentation to senior management. In
order to get behind the data, the model includes analysis, chart, and
pivot tools that enable drill down to investigate specific areas of
interest.
Workshops - Analysis to Actions
CPI
Enterprise takes full advantage of its ability to provide direct,
peer-to-peer interaction with organisations that have experienced
similar issues. This ensures actions are based on real-world,
practical knowledge that allows faster, more confident decision-making.
CPI Enterprise workshops regularly generate actions that have saved, and are saving, participants hundreds of thousands of pounds, and more. It is this ability to get behind the numbers, to identify serious opportunities for continuous and sustainable improvement that makes the service so valuable.
CPI Internal Customer Views - Completing the Circle
As
well as tracking IT resources deployed, CPI Enterprise additionally
provides the opportunity to monitor and compare the results of actions,
as measured by the level of customer satisfaction achieved.
Participants can utilise the CPI Internal Customer Views Survey tools, or their own survey processes, to measure comparative performance in terms of internal customer satisfaction and the gap between expectations and performance, and then to benchmark the summary results.
The specific needs of two distinct customer groups are addressed by tailored questionnaires:
Business Managers/Directors whose business operation is impacted by the quality of IT services.
End-Users where IT services determine the ability to perform everyday tasks efficiently.
The core survey questions embody the industry standard RATER framework, ensuring they cover the key service dimensions: Reliability, Assurance, Tangibles, Empathy, and Responsiveness.
This has the benefit of giving organisations the information they need to target their investment on specific areas, and to measure the outcome.
Combining such survey results with managed service measures, offers a complete view of performance and how the delivery of IT service could be improved to align with business needs.