Expected Results Performance indicators include number of inbound customer calls taken on the Help Desk lines, number of system installations and number of field support calls completed by customer service staff.
Productivity is measured against data collected in the past three years.
Further, each project implementation is individually monitored and updated within ISD by the assigned customer service representative to ensure it is on schedule and within budget via MS Project. When projections fall outside the calculated critical path, corrections are made within ISD and the institution. These are housed in the Heat database. Reports are produced and reviewed on a daily, weekly and monthly basis. Microsoft Project software, the Heat database and Quattro Pro are the primary tools used in measurement.