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Request Center - Business Outcomes
The Request Center solves many business challenges, but the biggest impact is on knowledge management. Ensure your Request Center Solution delivers the results you need by measuring its success using key performance indicators (KPIs). These outcomes should focus on addressing the collaboration challenges faced by companies when listening and reacting to your employees' ideas, views and challenges.
Measuring against KPIs specific to the Request Center allows you to determine:
- What areas are generating the most requests? What is the reason for this high volume? Is there a lack of collateral or is it simply a high-traffic department (HR/IT)?
- What areas need improvement to better support our employees so they in turn can support our customers?
- What goals and objectives should our departments prioritize to better equip our employees?
- Is our information architecture robust? Are employees requesting content that already exists and if so, how often? Should this content be better displayed, potentially via a Call to Action button?
- What people-focused goals and objectives should we examine to ensure our SMEs are not over-utilized replying to requests?
- What information-focused goals will improve the quality and quantity of self-service support materials available to the organization?
- What process-focused goals will improve efficiencies around the organization?
Key goals and objectives
Some key goals and objectives to keep in mind when determining KPIs for your Request Center include:
- Creating a centralized space for requests
- Increasing visibility of previous requests
- Identifying improvements in resources and processes
- Improving employee experience and knowledge management
You should incorporate your Request Center Solution into your existing internal business processes. Think about what processes, policies or procedures might have to change or be updated.
- Do SOPs need to be updated? (e.g. integrating with other feedback tools or forms, creating SLAs around responding to requests)
- Are there processes that need to change? (e.g. responding to request suggestions, steering committee for prioritizing requests, consolidating similar requests)
Some key areas to pay close attention to when measuring the success of your Request Center Solution include:
- Call to Action buttons per key departments
- Discussion forum topics - to consolidate requests
- Channel template for requests by department
Below are some recommended KPIs for measuring the success of your Request Center Solution. Keep in mind that some of these recommended KPIs will align with your organization's goals and objectives, while others may not. It's critical to align KPIs with your unique goals and objectives to accurately measure success.
- X% increase in number of responses to requests
- X% increase in the number of requests posted
- X% decrease over time in the number of requests posted by department
- X% reduction in the overall frustration of employees in access to business resources and process to request new collateral (via survey results)
- Minimum of X number of responses published in the Request Center on actioned request items in a given time
- An average of X number of requests "resolved" each month via discussion forum
Note: KPIs are generally time-based and should be evaluated and/or modified on a specific cadence (e.g. quarterly).
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