For a formal performance review, what are the key objectives and KPIs for an IT Business Partner (BP), especially regarding critical soft skills such as business partnering, user rapport, and approachability, and how are these measured?
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CIO10 months ago
Business satisfaction needs to be measured at every stage so we know that our customers are happy. As a business partner or business relationship manager, the KPI that tells the story is the number of requests/ideas that were funded and converted to active or completed projects. Of course as I mentioned, at each stage measure the business feedback so you are making adjustments and corrective actions are taken iteratively not waiting until the end.Worldwide Strategy & Portfolio, Cross Industry (Supply Chain, ESG, Engineering, Customer Experience, Intelligence Automation, ERP) in Manufacturing10 months ago
The soft skills are hard to quantify. If it isn't a current practice, request feedback for the frequent stakeholders that the BP interfaces with and also impacts. Another methodology would be to collect feedback directly from stakeholders prior to review time. There may be some complementary metrics that could tell a story: is the ITBP utilized more often/less often than peers, do you spend more/less time on the projects this ITBP vs others, is there a baseline that you can set from the entire pool? For a KPI, there could be a CSAT score or a customer experience rating that is associated with post project and stakeholder feedback. In addition to the body of work, what did the ITBP do in addition to the baseline expectations? Was a new area learned? Did they define a mechanism to create efficiency in projects? Did they take part in corpate initiatives, such as volunteering? Director / Sr Principal, Global Products and Technology in Healthcare and Biotech10 months ago
Performance reviews for an IT Business Partner (BP) should encompass a mix of technical competencies and critical soft skills that are essential for effective collaboration between IT and business functions. Here are key objectives and Key Performance Indicators (KPIs) for an IT Business Partner, focusing on business partnering, user rapport, and approachability. By combining these objectives and KPIs, organizations can conduct holistic performance reviews that capture both technical proficiency and the critical soft skills required for effective business partnering in the IT domain. Regular feedback and a focus on continuous improvement are key elements of a successful performance management process.Business Partnering:
1. Objective: Foster Strong Business-IT Alignment
- KPI: Percentage increase in alignment between IT projects/initiatives and overall business goals.
2. Objective: Proactive Identification of Business Needs
- KPI: Number of instances where the IT Business Partner successfully identified and addressed business needs before formal requests.
3. Objective: Effective Stakeholder Management
- KPI: Stakeholder satisfaction scores based on feedback from business leaders and project teams.
4. Objective: Contribution to Strategic Planning
- KPI: Percentage of IT initiatives aligned with the organization's long-term strategic plan.
User Rapport:
1. Objective: Positive User Feedback
- KPI: User satisfaction scores collected through surveys or feedback mechanisms.
2. Objective: Timely Issue Resolution
- KPI: Average time taken to resolve user-reported issues or concerns.
3. Objective: User Training and Support
- KPI: Number of training sessions conducted or support resources provided to enhance user capabilities.
4. Objective: User Adoption Rates
- KPI: Measurement of user adoption rates for new technologies or IT solutions introduced.
Approachability:
1. Objective: Open Communication Channels
- KPI: Frequency and effectiveness of communication channels, measured through user surveys or feedback sessions.
2. Objective: Collaborative Problem-Solving
- KPI: Number of cross-functional initiatives where the IT Business Partner actively contributed to collaborative problem-solving.
3. Objective: Feedback and Improvement
- KPI: Number of suggestions implemented for improving communication and collaboration.
General Soft Skills:
1. Objective: Team Collaboration
- KPI: Participation and feedback in cross-functional team activities or projects.
2. Objective: Leadership in Change Management
- KPI: Success rates in leading and managing teams through organizational changes or technology implementations.
3. Objective: Continuous Learning and Development
- KPI: Completion of relevant training or professional development courses.
Measurement Methods:
1. Surveys and Feedback:
- Regularly collect feedback from business stakeholders and end-users through surveys and feedback sessions.
2. Performance Metrics:
- Analyze quantitative metrics, such as project success rates, alignment with business goals, and user satisfaction scores.
3. 360-Degree Reviews:
- Gather input from peers, subordinates, and superiors to gain a comprehensive view of the IT Business Partner's performance.
4. Project Metrics:
- Assess the success of projects led by the IT Business Partner, considering factors like on-time delivery, within budget, and meeting business requirements.
5. Qualitative Assessments:
- Conduct qualitative assessments through one-on-one discussions and reviews of the IT Business Partner's approachability, communication style, and collaboration skills.
Chief Information Technology Officer in IT Services10 months ago
Alignment with Business Goals: ensuring IT strategies and solutions align with and support the overall business objectives. Also effective Communication to fill the gap between technical and non-technical stakeholders and for sure user Satisfaction and Engagement.VP of IT in Healthcare and Biotech10 months ago
We use Net Promoter Score (NPS) model for our BRMs. Its important to distinguish for responding on individual BRM performance vs. IT's overall service delivery performance.