Monitoring help desk process using KPI

Abstract

The paper presents an originally way of setting and calculating key performance indicators for a Help Desk problem based on Fishbone analysis-a six sigma technique. The paper focuses on analyzing the process data collected during two months. The process is modeled using BPMN language and an original process enhancement in three steps is applied. The first month is allocated to observing the process behavior and establishing improvement methods. During the second month the impact of the improvements is measured. The results of the research show process improvement as a result of organizational decision that has a positive and visible impact on kpi. The originally manner that kpi was developed can be easily customized to other business process types. © 2013 Springer-Verlag Berlin Heidelberg.