Traffic light scorecards

This approach extends the traditional understanding of MTP and SLM Chart by combining strategic planning with operational monitoring and adding color indication to quickly assess the status of KPIs and metrics. The tool generates an overall assessment of the quality of managed objects for a certain period, allowing you to visually track the compliance of business processes with the set goals and quickly respond to any deviations. Traffic light maps are used not only in [ITSM](), but also in other business areas, providing a universal approach to performance monitoring. ## Where and how are they applied? Traffic light cards are highly flexible: they allow you to set goals, metrics and KPIs for any monitored objects, as well as to drill down to the specific record (task) that led to the formation of the indicator value. This makes it possible to monitor the quality of performance of individual employees as well as services, processes, products and other managed resources. **Application examples:** - **Quality of employee performance:** evaluating the performance of support agents, users or any other performers, with metrics relevant to business objectives. - **Service and process quality:** monitoring the status of services, practices, products, and projects, including automated processes, external and internal services. This customization of the traffic light cards makes them applicable in various business products of the **SimpleOne** platform, such as [ITSM](), [ITAM](), [SDLC](), [HRMS](), [B2B CRM]() **and many other areas.** ![отчет светофорной карты.png]()

## Important difference between metrics and KPIs

While **all KPIs are metrics**, not every metric becomes a KPI. For a metric to become a KPI, it must be strategic, directly impact key aspects of the company's operations, and be an important performance indicator. **Traffic light scorecards** display both metrics and KPIs, but the emphasis is on KPIs because they are critical to measuring the success of strategic objectives. ## Why "traffic light" maps? The name is related to the visual method of display: color indication (green, yellow, red) allows you to quickly understand the current state of processes. - **Green **color signals the achievement of goals. - **Yellow **indicates the possibility of deterioration and requires close monitoring. - **Red **warns of a critical deviation and the need for urgent action. This mapping helps managers see immediately where resources should be applied to correct the situation. This solution is suitable for **Balanced Scorecard-based** strategic management and operational monitoring specific to **SLM Chart**. ## How do traffic light charts work? **Working with traffic light charts involves several basic steps:** 1. **Defining goals for the objects to be monitored:** For example, speed of task completion, employee efficiency, or SLA compliance for services. 2. **Setting met** rics**and KPIs:** Specific metrics can be set for each object, for example, for support service - average response time and percentage of SLA violations. 3. **Setting boundary values for KPIs (green, yellow, red):** This allows the system to visualize the status of each object, whether it is a process, service or employee. 4. **Aggregate data into a visual dashboard:** All metrics are collected and presented in a single interactive interface, providing instant access to key data.
Traffic light charts automatically aggregate data in real-time, minimizing analysis costs and making it easier to monitor status. ## Use case: quality control in ITSM To track a given level of service quality and performance of support agent employees in ITSM, you can set KPIs such as: - **Average time to resolve incidents:** The acceptable values (green zone) and the limit deviations (yellow and red zones) at which the work needs to be adjusted are set. - **Percentage of incidents with SLA violation:** If the SLA is met 95% of the time, this is the green zone. If there are more than 10% violations, the red zone is enabled. - Percentage**of incidents resolved from first contact:** If the success rate is above 75%, this is the green zone; if it falls below 60%, the yellow zone needs attention. Color indication helps teams and managers to quickly monitor the status of processes and make necessary changes using the possibility of falling to a specific record (task) through drill-down. ## The main stages of implementing traffic light cards 1. **Goal setting**
Clearly articulate goals, such as improving service quality or employee performance. 2. **Identifying Critical Success Factors (CSFs)**
Key factors that directly impact goal achievement are identified (e.g., incident response rate or equipment performance). 3. **Selecting metrics and measurement tools**
Metrics that measure CSFs are selected and tools are chosen to monitor them. Measurable and accurate metrics are important, for example: average time to resolve an incident, percentage of SLA fulfillment. 4. **Formation of the KPI system**
Based on the metrics, KPIs are developed with target and limit values set to clearly understand when performance is within normal limits or when intervention is required. 5. **Data Aggregation**
Data for all metrics is aggregated and visualized in traffic light charts. Color-coded indication **(green, yellow, red)** allows you to see at a glance the current status of processes and track deviations from targets.