You are here:

Vendor - Problem Delivery Performance and Process Compliance dashboard

The Vendor- Problem Delivery Performance and Process Compliance dashboard enables you to view the overall problem management and problem delivery performances such as problem backlog volume, problem task backlog volume, problem count, and so on. With this dashboard, you can correlate and get insights on the problem delivery performance metrics and the compliance metrics. You can also review individual metrics that contemplate delivery performance and process compliances. You can analyze the change performance and compliance trends to understand the specific aspect of performance over a historical time frame.

The Vendor-Problem Delivery Performance and Process Compliance dashboard enables Vendors to answer the following business questions:

Review the performance of managers and their resources for delivery and compliance using the metrics that impact the them with respective index values
Rank the opportunities for manager where the improvement is required in both performance KPIs
Looking into the historical trend of the performance to understand any abruption or cyclicality
Going deep into individual team or resource performance metrics in delivery and compliance areas
Recommendations for the top outliers who needs immediate attention for improvement.
Highlighting the outliers using the color codes on each metrics of performance at all levels of hierarchy of resources

You can use filters in the dashboard to analyze the data in the problem delivery performance and process compliance scores based on Vendors.

The Vendor- Problem Delivery Performance and Process Compliance dashboard consists of the following sections:

KPIs :
- Delivery Performance: Displays the overall delivery performance of problems
- Process Compliance: Displays the overall process compliance of problems
Problem Performance and Compliance Scorecard
The Problem Process Performance and Compliance Scorecard section is driven by the filters in the dashboard. After you select the required Vendors from the filters, the Problem Process Performance and Compliance Scorecard and Problem Performance and Compliance Trends and the corresponding graph are refreshed with the corresponding details.

You can also drill down further to view the performance and compliance metrics by selecting the Vendor. The details in the Problem Process Performance and Compliance trends section are refreshed based on the selection.

For example, if the delivery performance is low, you can click the required Vendors to view specific factors contributing to the low delivery performance such as Problem Backlog Volume and Problem Task SLA.

Based on the Vendor selection from the filter, the Problem Performance and Compliance Scorecard values are refreshed. The color threshold values are the default configuration provided out-of-the-box and can be customized based on your business requirements.

This section has the following KPIs:
- Vendor: Name of the Vendor
- Problem Volume: Displays the count of problems that are assigned to the Group Manager and the Assignment Group
- Delivery Performance: Displays the percentage of delivery performance of problems handled by the Assignment Groups
- Process Compliance: Displays the percentage of process compliance of problems handled by the Assignment Groups
- Data Quality Issues: Displays the percentage of Problem data quality issues
- Composite Opp. Rank: Displays the opportunity rank calculated by ranking the weighted average of metrics, such as Problem Volume, Delivery Performance, Process Compliance, and Problem Data Quality across a preconfigured distribution. A lower rank signifies scope for improvement.
Problem Performance and Compliance Trends
The Problem Performance and Compliance Trends dashboard is driven by the Problem Performance and Compliance Scorecard section. Based on the selection of the Vendor from the Problem Performance and Compliance Scorecard section, the corresponding metrics are refreshed.
- Delivery Performance:
  Delivery Performance enables in improving the customer service optimization, if the service delivery is improvised, optimized, and stabilized then it helps in reducing the costs. The delivery performance KPI values are displayed in Red, Green, or Amber based on the range of the configuration values for each of these metrics.
  - Problem Task Backlog Volume: Displays the total number of problem tasks that are pending resolution as of a specific point in time in the last 30 days
  - Problem Backlog Volume: Displays the number of all problem backlog volume in the last 30 days
  - Change Related: Displays the percentage of monthly change related problems that are caused by change in the last 30 days
  - Avg Problems Age (Days): Displays the average age of the problem task in the last 30 days.
  - Problem Volume: Displays the overall count of problem volumes in the last 30 days
  - Problem Task SLA: Displays the percentage of problem tasks met SLA in the last 30 days
- Process Compliance:
  Process Compliance indicates the optimization of services from operational and cost perspective by adhering to the overall standards of compliance. The process compliance KPI values are displayed in Red, Green, or Amber based on the range of the configuration values for each of these metrics.
  - Overdue Problem Tasks: Displays the number of overdue problems tasks (problems tasks that are past due date) in the last 30 days
  - Problem Data Quality Issues: Displays the percentage of overall problem data quality issues in the last 30 days
  - Reprioritization Rate: Displays the percentage of problem that changed priority in the last 30 days
  - Avg Backlog Age (Days): Displays the number of problem tasks that are pending resolution as of a specific point in time in the last 30 days
  - Reopen Rate: Displays the percentage of ratio of problems where any of the associated incident is reopened by total number of problems in the last 30 days
  - Reoccurence Growth: Displays the percentage of problem reoccurrence as the number of distinct incident dates for incidents related to a problem (minus the first date of occurrence). Some of these problems stay open for more than six months and continue to reoccur until it is resolved.
Digital.ai recommends researching
Researching section enables Vendors to recommend further actions to improve the delivery performance and process compliances. For example, if the Problem Backlog Volume is higher than the average Problem Backlog Volume, then the Vendor can provide recommendations to improve process and suggests to utilize the corresponding dashboards to identify improvement opportunities.

Metrics used

Metric Name	Description
Delivery Performance	Index value calculated using metrics of delivery performance that are used in the Problem Delivery Performance and Process Compliance dashboard
Process Compliance	Index value calculated using metrics of process compliance that are used in the Problem Delivery Performance and Process Compliance dashboard
Problem Volume	Count of Problems
Problem Data Quality Issues	Overall data quality issues related to Problems
Composite Opportunity Rank	Displays the opportunity rank calculated by ranking the weighted average of metrics, such as Problem Volume, Delivery Performance, Process Compliance, and Problem Data Quality across a preconfigured distribution. A lower rank signifies scope for improvement.
Problem Task Backlog Volume	Count of Problem Tasks that are in the backlog - 'Open' or 'In-Progress' state
Problem Backlog Volume	Count of Problems that are in the backlog - 'Open' or 'In-Progress' state
Change Related	Percentage of Problems that are caused by Change Requests
Avg Problems Age	Average age of Problems calculated as difference between start date and end date or current date
Problem Task SLA	Percentage of Problem Tasks that have met all SLAs
Overdue Problem Tasks	Count of Problem Tasks that are past their due date
Reprioritization Rate	Problems whose priority has been changed (Problems with Escalated and De-escalated flag)
Avg Backlog Age	Average number of days a Problem has been in Backlog
Reopen Rate	Percentage of Problems that have been reopened
Reoccurrence Growth	Percentage of reoccurrence dates for Problems. This is based on the Occurrence flag for Problems and Problem reoccurrence is defined as the number of distinct dates for Incidents related to a Problem (excluding the first date of occurrence)