ZeroTier: Stakeholders, Metrics, and Quick Wins
Unit 4 Assignment: Stakeholders, Metrics, and Quick Wins
In this assignment, you will be assessed based on the following Course Outcome:
Analyze the role of planning and metrics in a successful Business Process Management (BPM) project.
In this assignment, you will evaluate a specific business process based on the criteria detailed below. If you already have selected a business process, continue using that and skip to the next paragraph. If you have not yet selected the business process you will use for these assignments, then begin by selecting one. Email your instructor and clearly describe the objective of this process, the participants, and the strategic significance for the company. The business process you select must have a clear beginning and an end, with identifiable, specific steps. Your instructor will confirm that the process you selected is suitable or will ask you to select another one.
Part 1: The Stakeholders
Answer the following questions:
Who are the stakeholders in your selected business process, besides those directly involved in its execution? List at least two people/groups and explain their relationship/ connection to the process. Also, describe what they expect from this project.
What is this process intended to accomplish? What constitutes success? Focus on the selected process, not the organization in general. Be specific about both of these elements (definition of goals and success).
Part 2: Metrics
List three metrics that you think can help you quantify the performance of the selected business process currently. List and define the metrics clearly, explain why each metric is important in the assessment of the process, and then give an example of the statistic units. For example, if your metric is “speed of processing,” it may be defined by how quickly each employee audits a tax form, and the example would be that “on average you would expect eight tax forms audited per hour.”
Metric 1:
Definition
Significance in assessment
Example
Repeat this format for all three.
Part 3: Quick Wins
Identify two quick wins for your process. For each, describe (a) what they are, (b) how they can be accomplished quickly, and (c) why they will provide a boost to the project.
Stakeholders, Metrics, and Quick Wins
Your Name
Subject and Section
Professor’s Name
May 30, 2023
Part 1: The Stakeholders
In the selected business process of onboarding new customers for ZeroTier, besides the customer and the sales and support teams directly involved in its execution, there are two additional stakeholders:
1 Management/Executives: The management or executive team of ZeroTier has a vested interest in the onboarding process. They expect the process to contribute to customer satisfaction and retention and support the company's strategic goal of providing secure and easy-to-use networking solutions. Additionally, they expect the project to improve efficiency, reduce costs, and enhance the overall customer experience.
2 Existing Customers: Existing customers of ZeroTier are also stakeholders in the onboarding process. They expect the project to ensure that the onboarding experience for new customers is smooth and efficient. They anticipate a streamlined process that results in quick and effective network configuration, enabling new customers to utilize ZeroTier's solutions promptly. Satisfied existing customers can benefit from improvements to the onboarding process through enhanced support and a larger community of users (Kar, 2021).
The goal of the onboarding process is to guide new customers through the initial setup and configuration of their ZeroTier network. Two specific elements can define success in this process:
1 Successful configuration of the customer's ZeroTier network: This metric focuses on the accurate and timely completion of the network setup process. Success is achieved when the customer's network is fully configured and ready to use according to their requirements.
2 Positive feedback from the customer on their onboarding experience: This metric measures customer satisfaction during the onboarding process. Success is achieved when customers provide positive feedback regarding the ease of the process, the helpfulness of the support team, and their overall experience with ZeroTier.
Part 2: Metrics
To assess the performance of the onboarding process for ZeroTier's new customers, the following three metrics will be utilized:
* Metric 1: Average Onboarding Time
This metric measures the average duration required for a customer to complete the onboarding process, starting from the sign-up phase until their network is fully configured. The significance of this metric lies in its ability to provide insights into the efficiency of the onboarding process and identify potential bottlenecks or delays. ZeroTier can pinpoint areas requiring improvement, streamline the process, and ensure a smoother and quicker customer experience by analyzing the average onboarding time (Chheda et al., 2017). For example, the expected average time for a customer to complete the onboarding process should be 24 hours, encompassing all necessary steps and interactions.
* Metric 2: Customer Support Response Time
This metric measures the time the support team takes to respond to customer inquiries and provide guidance during the onboarding process. Prompt and effective customer support is essentia...