This phase of the blueprint is used in combination with the metrics tracking sheet. The major activities in this phase include:
- Determine the first batch of metrics to be implemented as part of the pilot program
- Create a process to collect and validate data, determine initial targets, and integrate with SLM and BRM functions
- Present the metric reports to the relevant stakeholders and incorporate their feedback into the metric design
- Establish a standard process and roll out the implementation of metrics in batches
- Establish a process to monitor and track the effectiveness of the service metrics program and make adjustments when necessary