Performance Measurement for ABB Motors Customer Support Unit - An Analysis based on Power BI Metrics

Abstract

Performance measurement and data-based decision-making have grown in importance in the operations of companies. In a highly competitive environment, performance measurement is an outright strategic necessity. By utilizing the data generated from their operations, companies can identify trends, evaluate strategies and adapt dynamically. This approach minimizes guessing, promotes efficiency and enables a culture of continuous improvement. In particular, business intelligence utilization solutions have increased in popularity. These solutions leverage advanced analytics and technology to transform raw data into actionable decisions, revolutionizing the performance measurement landscape. The purpose of this research is to answer the presented research question: How to develop performance measurement in customer support using Power BI?

The goal of this research is to find out the elements that can be measured to create a balanced set of indicators, which can be viewed to provide an objective picture of the customer support unit's current performance. As well as finding the metrics that can be used to detect factors that reduce performance and increase workload. The task of the work was also to implement these metrics in Power BI.

This research is a qualitative study, which mean collecting and analyzing non-numerical data. The method of data collection was interviews, which included open-ended questions. The interviews were conducted with the management and other personnel of the department that were the subject of the study. The interviews are built around a theoretical framework, which in turn is based on the most central findings of the literature review. The literature review is structured in accordance with the operating model of this study, i.e., it presents empirical findings and research results from the different stages of building a performance benchmark.