How do you "measure" staff/dept efficiency?
My boss strolled into the office this afternoon and asked me how I "measured" my departments efficiency.
[By that, he means how do we analyse our current support levels and then make improvements upon them - then report/document the information].
Apparently, he had been having a discussion with his boss, discussing how they measured teachers efficiency and they wondered about us.
So.... I just wondered if anyone does this?
I understand that we all have SLA's but from a general support point of view, how do you "measure" your efficiency? By that I mean, is there a way to measure this and represent it in a data format?? i.e. in 2008, the IT department performed at 80%, in 2009 90%.
We have a helpdesk [which some staff refuse to use] but it is fairly basic and doesn't record response times or anything like that so I am not sure how to go about recording this data without literally getting my team to log specific details of all the jobs they do then collate the data.
Any suggestions would be great!