profile

Evolved Management

If Your KPIs Don't Change Behavior, They're Just Decoration

Published about 7 hours agoย โ€ขย 1 min read

Hey Reader, how would you rate your use of KPIs?

I find MSPs are usually in two camps.

1. KPIs Yes! Insights? No. ๐Ÿ™

Most MSPs have some KPIs in place, but they usually don't find them that helpful. Quite often this is because the KPIs don't tell them anything about what's happening around them, or people feel they don't reflect the reality of their day-to-day.

KPIs are not a set it and forget it kind of thing. You need to constantly review, adjust, remove, add, and question what the KPIs are telling you about the business. Without this active engagement, the numbers just become noise that people eventually ignore.

2. KPIs? I wish!

Maybe you never got started on KPIs. Let's face it, the PSAs are not very good at dashboarding and reporting. Many of them have some built-in capability, but they are incredibly cumbersome and inflexible.

I strongly encourage you to get a 3rd-party BI package like BrightGauge or Cognition 360, or even leverage Power BI yourself (if you have someone with the necessary skill set). This will allow you to customize how you slice and dice the data and present numbers that are more meaningful. Once in place, continue to review and tweak the KPIs, understand your baselines, and engage your team to drive incremental improvements in every aspect of the business.

This month in Opsleader Pro, we're spending time understanding how KPIs can be used in your business and how to leverage them for effective action.
If you'd like to join us, just reply to this email and let me know, and we can set up a call to discuss the program.

If you're not ready to go Pro, you can join the free Opsleader community forum. February is a great time to join because I'm running a FREE productivity workshop on February 24th. It's exclusive to the Opsleader members, so you should sign up today and join me for the workshop in a couple of weeks.

Reminder: the Opsleader community is exclusively for MSP owners and managers.

Have a productive Week!
Todd

Join my community for MSP owners and operators here.

โ€‹

โ€‹

โ€‹

โ€‹

โ€‹

โ€‹

โ€‹

600 1st Ave, Ste 330 PMB 92768, Seattle, WA 98104-2246
โ€‹Unsubscribe ยท Preferencesโ€‹

Evolved Management

Todd Kane : MSP Operation Nerd

Join the 2000+ IT services people that enjoy my weekly newsletter. No Fluff, all good stuff! Industry insights, leadership thoughts, practical advice to help you.

Read more from Evolved Management

Hey Reader! Your tier 1 team isn't slow. They're stuck. Here's the pattern I see in too many MSPs: Tier 1 gets a complex ticket. They spend 2-3 hours searching for solutions. They try fixes that don't work. Finally, they escalate after burning half the day. Tier 2 solves it in 15 minutes. The real problem isn't skill level. It's the lack of clear escalation boundaries. Use the 30-minute rule. Set a hard 30-minute limit for tier 1 troubleshooting. After 30 minutes, automatic escalation. No...

7 days agoย โ€ขย 1 min read

Hey Reader! Big news!!! Opsleader has a new website. The old site(s) were thrown together and didn't give a professional representation of the group. I've fixed that now. The new site looks great and does a much better job of communicating the value of the group. What is the value of the group? Helping MSP owners and managers move from reactive chaos to structured operations. The tools, the systems, and the support required to be the most effective and respected MSP manager your staff has...

14 days agoย โ€ขย 1 min read

Hey Reader, have you started using AI for your help desk yet? I am shocked by how few MSPs have even started using AI platforms for dispatch and ticket management. The tools in the market are very capable, and I encourage you to road test a few in the coming months in order to implement something. I had Matt Tougas, CEO of Mizo, on my podcast recently to talk about his experience building their AI help desk software for their own MSP. Like many tools in the MSP indutsry they saw an...

21 days agoย โ€ขย 1 min read