Service Benchmarks

XPLAN offers client Service Benchmark functionality to measure the levels of service activity against a client. A Service Benchmark is used to check if a certain item (such as a Document Note) has been completed a set number of times.

Multiple Service benchmarks are grouped within Service Benchmark Sets, which are then used to examine and report on an individual client’s service levels. The generated benchmark reports show the expected benchmarked activities against the actual delivered actions.

In this training session you will learn how to:

• Create a Service Benchmark

• Create a Service Benchmark Set

• To run a Service Bench Set against a client record

• To set Service benchmarks for multiple clients

How to create a Service Benchmark

1. Select Xplan button, Administration Functions > Service Benchmarks

2. Select Benchmarks from the left hand menu

3. Select Add

4. The default Edit Benchmark screen is displayed

   
   
   
   

5. Enter the details for the type of Benchmark you wish to create. Depending on the Category of Benchmark chosen other information fields may need to be completed.

6. In this example we will create a Service Benchmark of holding 3 client meetings. We will use the Diary Event Outcome of ‘Held’ as our Benchmark. (However, this sort of Benchmark could be monitored through the use of DocNotes, or Tasks i.e. any item that would allow you to monitor how many meetings the client has attended). We will also give this a Benchmark Cost of $500.
   
   

The Service Benchmark is saved and listed when the Category is set to Meeting.

Which User Groups within the site can see the Service Benchmark can be defined through the Visibility option.

How to create a Service Benchmark Set

Service Benchmarks can be grouped by using Service Benchmark Sets.

1. Select Xplan button, Administration Functions > Service Benchmarks

2. Select Benchmarks Sets from the left hand menu

3. Select Add

4. Enter a Name for the Benchmark Set

5. Select a Benchmark
   
   
   
   

6. Visibility for this Benchmark Set can be set through the Visibility option.
   
   

How to run a Service Benchmark against a client.

1. Navigate to the client record and Admin > Snapshot.

2. In the Client Service Benchmark list select the service benchmark set to

3. Click Generate Service Delivery Report.
   
   

4. The Service Delivery Report dialog box displays.

5. Select the End Date for the report.

6. Select the Period to be examined of either:

   • One Quarter - 3 months up to the End Date

   • Half Quarter - 6 months up to the End Date

   • Three Quarters - 9 months up to the End Date

   • One Year - 12 months up to the End Date

   • Two Years - 24 months up to the End Date

7. Select Ok.

8. The benchmark set will be checked against the client and a report will be generated by a background process and sent to the message envelope. Open and download the most recent notification message.

How to set Service Benchmarks for multiple clients

1. Generate a list of clients.

2. Select (tick) the clients you wish to modify.

3. On the navigation menu select Functions > Modify All. The Modify Selected Clients page displays.

4. In the Target Clients list select one of the following:

   • All Listed Clients - to modify all of the clients listed in Client Focus

   • Only Selected Clients - to modify only the clients previously selected in Client Focus.

5. In the Function list select Change... To....

6. In the Parameters list select [Key Details] Service Benchmark.

7. Select the Service Benchmark to apply to the selected clients.
   
   
   
   

8. Click Run.

9. The modifications will run as a background process and the report will be generated detailing the Benchmark Items and potential Revenue.
   
   

Individual Service Benchmarks Service Benchmarks do not include the time period data to be tested. This is set when a Service Benchmark Set is to be run against a client. For example, a service benchmark with a Benchmark Value of 2 will be tested to confirm that the action has been completed twice without the selected reporting period. 

This Xmerge syntax can be used to merge Service Benchmark information into a report, where "example" is the name of the Service Benchmark being reported on.

<:=$client.service_benchmark(“example”).table.year_to_date:>

<:=$client.service_benchmark(“example”).table.previous_year:>

<:=$client.service_benchmark(“example”).chart.year_to_date:>

<:=$client.service_benchmark(“example”).chart.last_year:>

<:=$client.service_benchmark(“example”).chart.outstanding_year_to_date:>

<:=$client.service_benchmark(“example”).chart.outstanding_last_year:>.