Traffic Light Scorecard
The Traffic Light Scorecard (TFL) is a goal setting and monitoring tool based on a set of measurable goals and corresponding key performance indicators (KPIs).
It is important to understand that in order to create a measurement and evaluation system, you must first:
- Define the goals on the basis of which the system will be formed. The goals must be specific, measurable, achievable, relevant and time-bound.
- Identify the critical success factors that must be implemented for the success of your activities. These factors will be supported with KPIs formed later.
Basic concepts
Monitoring object – an object of observation and evaluation. This may be a service, agents, specific employees, groups of employees, and other.
Metrics – measurable values that characterize the monitoring object.
KPI – a measure of effectiveness, efficiency, or productivity of the monitoring objects. This is a metric with an established target and, if necessary, minimum values.
The tool is presented as the Traffic Light Scorecard widget that allows you to convert certain metrics into KPIs with configured minimum and target values, and a time period for accumulation.
As a result of setting up all the necessary entities, a summary table is created for the monitoring object. The table highlights the quality state of the monitoring object using red, yellow, and green colors. The colors allow you to quickly assess the quality of work and the achievement of the set goals by the monitoring object.
The summary table provides drill-down in the list view for each configured KPI of the monitoring object. You can view the records that were taken into account in the calculations of the KPIs.
A clear example of using traffic light cards is the SLAM Chart service quality report in the ITSM. The application also complements any business product on the platform (ITAM, SDLC, B2B CRM, and other).
Metrics
Learn how to set up metrics that are used to evaluate the performance of monitoring objects.
Traffic Light Report
Explore the Traffic Light Scorecard report settings and interface.
Monitoring Cells
Learn how to configure KPIs to create a balanced scorecard of monitoring objects and its calculation formulas.
Demonstartion data
To test the functionality and understand how the Traffic Light Scorecard works, you can upload the demonstration data package to your instances. The demo data works on the example of the ITSM application. Traffic Light Scorecard also complements any other business product on the SimpleOne platform (ITAM, SDLC, B2B CRM, and other).
To upload the demo data to your instance, follow these steps:
- Upload and install the ITSM demo data beforehand.
- Using quick import, import the JSON file. Demo data in Russian and English must be imported to different instances. When importing to one instance, some demo records may overwrite each other.
As a result, the following demo entities will be available on your instance:
- 1 metrics data source
- 10 configured metrics
- 2 traffic light map reports
- Service quality assessment, where the objects of monitoring are 2 services.
- Support agents performance, where the objects of monitoring are 8 employees.
- 10 KPIs, 5 for each report.