ERP Benchmarking & Performance

Comparing performance against other leading companies; against potential usage; and, internally against past performance.

The clear objective is to use the analysis to plan and deliver improved performance.

ERP Benchmarking

• Return On Investment performance

• Customer Service performance

• Support efficiency performance

• Database performance

• Project objectives performance

• Change control performance

• Transactional performance
   

Benchmark ERP objectives

• Analysis of current ERP performance

• Compare against internal and external performance

• Compare against potential usage

• Develop a set of solutions to improve performance

• Develop an Action Plan

• Deliver Action Plan

• Review results of the Action Plan

Measuring Success & Value for Money

• Measure effectiveness and efficiency of your support team

• Analysis of customers and users costs and efficiency savings

• Analysis of Service Requests (internal and external)

• Benchmarking internally and externally

• KPIs

       o Aligned with business goals and success

       o Quantifiable

• Key customer metrics
  
  o Satisfaction
  
  o Retention
  
  o Profitability
  
  o SLA compliance
  
  o Call resolution

KPIs examples:

• Return on Investment

• Service Requests Analysis & SLAs

• Efficiency Analysis

• Support Hour Cost

• Development Hour Cost

• Efficiency Savings

• Production Change Request Analysis

• Customer / User Analysis

• Training Provision Analysis

• Benchmarking - Vendor Service Requests (e.g. Metalinlnk)

• Benchmarking - Aberdeen Group
   

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