Measuring Success: The Unpopular Truth about KPIs, SLAs, and SMB IT
This is a webinar recording from April 2024 by Karl W. Palachuk, author, community builder, and coach.
We all love to measure things. And we’re eager to learn the “industry standards” for successful businesses so we can see how we stack up. But we can also get carried away by measuring too much, measuring the wrong things, and implementing changes when we don’t actually understand the implications of what we’re measuring.

In this informative and entertaining webinar, author and coach Karl W. Palachuk presents a “systems” approach for implementing measures that help your business more than they hurt.

Timeline
00:00 Measuring Success: The Unpopular Truth about KPIs, SLAs, and SMB IT
01:47 Quick intro to presenter
05:02 Agenda notes
07:27 I will not have an easy button
08:45 I serve the SMB market
10:30 Big businesses have a lot of mystery
14:04 Management training is based on ...
17:13 You've got a system
19:52 Why does your business exist?
23:24 Demotivating employees is the greatest management achievement
27:37 How do you define an industry standard
32:04 We also have all kinds of vanity metrics
35:01 Cannot measure the most important things
36:44 What will your business look like in five years?
38:24 Employees and managers have a right to pride in their work
41:21 People are motivated by autonomy, mastery, and purpose
45:12 Goodhart's Law
46:12 Be careful what you measure and make sure it matters
50:05 You cannot control people, but you can control your process
55:32 A stable system
56:16 If your system is not stable
59:20 Use that worksheet (download)
01:00:34 Number one is profit
01:03:23 Backlog is the total number of hours in your system
01:05:53 You cannot judge individual techs on this
01:09:56 Manage the team as a team
01:11:21 Finally, this is the hardest one to measure
01:17:01 Share your why with your employees
01:18:00 Q&A
01:17:57 Getting Technician buyin

Download available at https://mspwebinar.com/measuringsucc....

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