A simple operations dashboard for any service business

A dashboard is useful when it helps someone decide what to do next. Many fail because they show everything and prompt nothing. For a service business, a small, well-chosen set of measures does most of the work.

Pick measures that match your goals

Start from the question: what do we need to know to run this well? For most service operations, a good set looks like this:

• Volume: how many requests came in, compared with usual.
• Backlog: how many are open, and how many are overdue.
• Response time: how quickly requests were first answered.
• Resolution time: how long jobs take from request to completion.
• First-time fix: the share completed without a repeat visit.
• Customer feedback: satisfaction after closure, and complaints.
• Workload: how work is spread across people or teams.

Choose what matters for your business and leave the rest out.

Show lists, not only totals

A total of 37 overdue jobs tells you there is a problem. A list of those jobs, who holds each and how late they are tells you what to do today. Wherever possible, let a number click through to the items behind it.

Define each number precisely

Agree what counts as "open", "overdue" or "resolved", and write it down. Many arguments about performance are really arguments about definitions. Use one source for each number so that different reports do not disagree.

Show direction

Compare each measure with the previous period and with the target. A number is much easier to understand when you can see whether it is improving.

Match the dashboard to the user

A frontline supervisor needs a daily view of work in progress. A manager needs a weekly view of trends and exceptions. An executive needs a monthly view of a few key measures. One dashboard for everyone usually serves nobody well.

Make it part of a routine

A dashboard changes behaviour only if it is used. Build it into a regular meeting. Look at what moved, discuss why, decide actions, and note who will do what. Check progress at the next meeting.

Start simple

A spreadsheet or a basic reporting tool is enough to begin with. Add automation when the measures have proven useful and the definitions are stable. Better data and clearer definitions improve a dashboard more than better graphics do.

A last check

Look at each item on the dashboard and ask: what decision would change if this number moved? If the answer is none, remove it.