The Design components of PMFW

In previous two posts I had discussed about the methodology and schedule plan of PMFW. Since, the requirement and reporting of each vertical has its own scope, and we also needed Birdseye view of every thing happening at program level. In analysis phase we modeled each system as individual unit. The classification was based on method of data collection and out-put expected from individual business vertical. Quite aliened with basic function of Program and Performance Management, in the picture below you might find some alien jargons.

Here is list of demystifications to make your life easy.

People Info System: Operational Metrics related with people on work, like attendance, schedule planning, Attrition, etc.

Ops Info system: It covers the operational tracking and reporting requirements at Program level.

TM Info system: TM stands for Transaction Monitoring system, don’t mistake it with financial transactions it’s about the accuracy and standardization in customer communication.

QoS info system: Since, the program deals with end user (sorry can’t talk more then that, Info security policy) we had to track and measure the satisfaction level of end user for our services/products. So QoS is meant for tracking the customer experience and takes feedback and inputs for improvements in product/service offered from our site. QoS stands for Quality of Service.

Tracker Data: In daily operational routine, there would be many details that are collected and maintained as and when needed. They may not count significant in terms of data amount collected; however, per my experience these are crucial indicators of operational efficiency. So we decided to scrap all the notepads and excel worksheets with some designated predefined way of data collection through ticketing method.

Agent Info system: Well! all I can tell you about this is that it’s a one view system to report the efficiency of each one working in our program.

The first five systems have data inputs and storage methods where as the Agent info system is parasite model running on other five basically it deals with statistical measurements and scorecards that a manager needs to look at every day.