Operations Analytics/

Service Management in Key Sectors

LECTURE 23-24
Dashboards in Operations
and Service Management
Service Desk
Step 1: Define Dashboard Objectives
Before diving into Excel, identify the key performance indicators (KPIs) and metrics you want to
track on your Service Desk dashboard. Common metrics include ticket volume, resolution times,
customer satisfaction, etc.

Step 2: Gather Data

Prepare your Service Desk data in a structured format. Here's an example dataset:

Date Opened Date Closed Category Status Resolution Time

2022-01-01 2022-01-03 Hardware Resolved 2 Days
2022-01-02 2022-01-05 Software In Progress 3 Days
2022-01-03 2022-01-10 Network Resolved 7 Days
2022-01-04 2022-01-07 Software Resolved 3 Days
2022-01-05 2022-01-08 Hardware In Progress 3 Days
2022-01-06 2022-01-12 Software Resolved 6 Days
2022-01-07 2022-01-15 Network In Progress 8 Days

Step 3: Import Data into Excel

Copy your data and paste it into an Excel worksheet. Ensure that each column represents a specific
attribute

Step 4: Create Pivot Tables

Use PivotTables to analyze and summarize your data. For example:
§ Select your data range.
§ Go to the ‘Insert’ tab and click on ‘PivotTable’.
§ Drag and drop fields into the Rows and Values areas of the PivotTable.

Step 5: Design Key Metrics Section

Create a section for key metrics like ticket volume, average resolution time, and customer
satisfaction. Use formulas like COUNT, AVERAGE, and SUM to calculate these metrics.

Step 6: Build Charts

Visualize your data using charts. For instance:
§ Create a bar chart for ticket volume.
§ Generate a line chart for resolution times over time.

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Step 7: Finalize Formatting
Polish your dashboard by adjusting colors, fonts, and layout for a professional look.

For example:
https://docs.google.com/spreadsheets/d/1qxoh2_w34pBuyG4qIg4_3QN3t9ubJWxQ1u6RFASgpj
E/edit?usp=sharing

Service Level Agreement (SLA) Compliance

Creating a detailed Service Level Agreement (SLA) Compliance dashboard in Excel involves
several steps.

Step 1: Define Metrics and SLAs

Identify the key metrics you want to track in your SLA Compliance dashboard. For our example, we'll
focus on response time. The SLA might be defined as responding to customer queries within 24
hours.

Step 2: Gather Data

Create a dataset with relevant data. For this example, let's create a simple dataset with columns like
‘Ticket ID’, ‘Submission Time’, and ‘Response Time’.

Step 3: Calculate SLA Compliance

Create a new column to calculate the SLA compliance status. Use a formula to compare the
response time with the SLA. For example:
=IF(C2 - B2<= 1, "Compliant", "Not Compliant")

Step 4: Create Pivot Tables

Build a pivot table to summarize SLA compliance. Insert a pivot table using the data range:
§ Highlight the data.
§ Go to the ‘Insert’ tab.
§ Click on ‘PivotTable’.
§ Choose where to place the pivot table.

Step 5: Configure Pivot Table

Drag the relevant fields into the pivot table:
§ Rows: Date or time intervals (e.g., days, weeks).
§ Values: Count of tickets and count of compliant tickets.

This will give you a summary of the total tickets and how many are compliant.

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Step 6: Create SLA Compliance Chart
Now, create a chart to visualize SLA compliance. Use a bar chart or line chart to show the trend over
time.
§ Highlight the pivot table.
§ Go to the ‘Insert’ tab.
§ Choose the desired chart type.

Step 7: Add Data Validation and Filters

Allow users to filter data based on different criteria:
§ Go to the ‘Data’ tab.
§ Use Data Validation to create dropdown lists for criteria like status or team member.
§ Apply filters to columns to easily analyze specific data subsets.

Step 8: Include Conditional Formatting

Apply conditional formatting to highlight SLA compliance status. For example, use green for
compliant and red for non-compliant:
§ Select the SLA Compliance column.
§ Go to the ‘Home’ tab.
§ Click on ‘Conditional Formatting’ and choose your criteria.

For example: https://docs.google.com/spreadsheets/d/138TOvkCDNHDELpj1YVoXwGKkIfWG-

sorOP5ijWwoA8k/edit?usp=sharing

Operational Efficiency
Step 1: Identify Key Metrics
Define the key operational efficiency metrics you want to track. For example, you might want to
monitor the number of processed orders, average processing time, and error rates.

Step 2: Gather Data

Create a dataset with relevant data. For our example, let's consider a dataset with columns like
‘Order ID’, ‘Processing Time’, ‘Order Date’, and ‘Error Rate’.

Order ID Processing Time (hours) Order Date Error Rate

1 2 2024-02-01 0.02
2 3 2024-02-02 0.01

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 3 1 2024-02-03 0.03
4 4 2024-02-04 0.02
5 2 2024-02-05 0.01
6 3 2024-02-06 0.03
7 1 2024-02-07 0.02
8 4 2024-02-08 0.01
9 2 2024-02-09 0.03
10 3 2024-02-10 0.02

Step 3: Create Pivot Tables

Build pivot tables to summarize the data. Insert a pivot table using the data range:
Highlight the data.
Go to the ‘Insert’ tab.
Click on ‘PivotTable’.
Choose where to place the pivot table.

Step 4: Configure Pivot Table

Drag the relevant fields into the pivot table:
Rows: Date or time intervals (e.g., days, weeks).
Values: Sum of processed orders, average processing time, and average error rate.

Step 5: Create Operational Efficiency Metrics

Calculate additional metrics that provide insights into operational efficiency. For example, calculate
the ‘Order per Hour’, ‘Efficiency Index’, ‘Maximum Processing Time’, ‘Average Processing Time’, and
‘Average Error Rate’
§ Order per hour =SUM(A2:A11) / SUM(B2:B11)
§ Efficiency Index =(1 - AVERAGE(D2:D11)) * (SUM(A2:A11) / SUM(B2:B11))
§ Maximum Processing Time =MAX(B2:B11)
§ Average Processing Time =AVERAGE(B2:B11)
§ Average Error Rate =AVERAGE(D2:D11)

Step 6: Visualize with Charts

Create charts to represent the metrics visually. For instance, use a bar chart for the number of
processed orders and a line chart for the efficiency index.
§ Highlight the pivot table.
§ Go to the ‘Insert’ tab.

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§ Choose the desired chart types.

Step 7: Include Conditional Formatting

Apply conditional formatting to highlight areas that need attention. For instance, use color scales to
highlight high processing times or error rates:
§ Select the relevant columns.
§ Go to the ‘Home’ tab.
§ Click on ‘Conditional Formatting’ and choose your criteria.

Step 8: Utilize Data Validation and Filters

Allow users to filter data based on different criteria:
§ Go to the ‘Data’ tab.
§ Use Data Validation to create dropdown lists for criteria like product types or regions.
§ Apply filters to columns to easily analyze specific data subsets.

For example:
https://docs.google.com/spreadsheets/d/1CcfDmCwNi-DmMZAX4Jy-KH6SohmXUi64SM8-
Qvbgir4/edit?usp=sharing

Incident Management and Customer Satisfaction

Step 1: Define Metrics
Identify key metrics for Incident Management and Customer Satisfaction. For example, Incident
Resolution Time, Incident Types, Customer Satisfaction Score (CSAT), etc.

Step 2: Gather Data

Incident ID Incident Type Resolution Time (hours) Customer Satisfaction

1 Technical Issue 4 4
2 Billing Inquiry 2 5
3 Service Outage 6 3
4 Software Bug 8 2
5 Hardware Failure 5 4
6 Network Disruption 7 3
7 Login Issues 3 5

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 8 Data Breach 10 1
9 Website Downtime 6 4
10 Mobile App Crash 4 3

Step 3: Create Incident Management and Customer Satisfaction Metrics:

Calculate additional metrics that provide insights into customer satisfaction and incident
management. For example, calculate the ‘Average of the incident and customer satisfaction’,
‘Percentage of High Satisfaction (Assuming four or higher is considered high)’, ‘Top Incident Type by
Satisfaction’ and ‘Average Resolution Time for Technical Issues.’
§ Average =AVERAGE(D2:D11)
§ Percentage of High Satisfaction (Assuming 4 or higher is considered high) =COUNTIF(E2:E11,
">=4") / COUNTA(E2:E11)
§ Top Incident Type by Satisfaction =INDEX(C2:C11, MATCH(MAX(E2:E11), E2:E11, 0))
§ Average Resolution Time for Technical Issues =AVERAGEIFS(D2:D11, C2:C11, "Technical Issue")

Question: Create pivot table and graph in the following sheet:

https://docs.google.com/spreadsheets/d/1TkD7bWGWJySKU5k7yTnjRfacaqNWLaN6oV_pB9x74
y4/edit?usp=sharing

Reference:

§ Service Level Agreement Dashboard Examples | Geckoboard. (n.d.). Geckoboard.

https://www.geckoboard.com/dashboard-examples/support/service-level-agreement-sla-dashboard/