Top 7 underperformance indicators and their resolution. 

Become proactive instead of reactive !

 We have come to realize that these days everything is about performance. There is always a solution to improve productivity. Companies and their IT departments measure each action, activity, and task to optimize their results. Some indicators help identify the company's shortcomings in different areas to keep from falling in a situation of underperformance that may threaten the organization's stability in the long run. Being able to identify an IT underperformance situation can be an excellent way to make the department more efficient, and have a positive impact on growth factors like capital and labor.

 Team leaders need to develop their performance indicators, not only for evaluation purposes but to periodically measure performance and efficiency and draw conclusions. By paying attention to these tools and acting proactively throughout the company's lifecycle, leaders are given the opportunity to remedy a critical situation in time and promote growth. They become proactive instead of reactive.


Here are some simple tips for limiting the risks of underperformance:

  • Lead and correct company weaknesses by methodically applying steps to anticipate risks
  • Gather as much information about the workplace (internal and external) as possible
  • Communicate openly with all stakeholders (employees, customers, suppliers, investors)
  • Analyze business results and key factors for success


Here are the seven top underperformance indicators that are easy to identify and their resolution.

1. Amount and severity of complaints

The computer system is at the heart of any business since it connects branches together and integrates the client into their process. As it is exposed to all company stakeholders at all times throughout the day, the IT department is the most likely to receive complaints. Furthermore, the more responsive and efficient an IT department is, the less likely it is that it will have to deal with complaints. On the other hand, a faulty or underperforming computer system won’t be able to satisfy users and will likely generate more frustration. Low system performances will lead to incomplete or duplicated requests, undermining internal efficiency. This applies both internally and externally in a help desk context.


2. Lower capacity for projects completion

Businesses are characterized by a series of projects, internal or external, that develop an organizational structure (i.e., newly implemented software, procedure change) capable of meeting client demands. For each project, companies must invest many resources—human, material, computer, financial—which require efficient management. However, an underperforming IT department will find it difficult to carry out projects of various scales. When implementing a new software solution, service desk or any other solution, make sure that you plan the proper amount of resources needed.


3. Hefty employee turnover

Personnel management is often equated with pay, leave, sick leave, etc. However, this term involves much more than just paperwork. In fact, to keep a team active, motivated and efficient, administrators must develop their employees' skills and support their career objectives. By implementing a regular process for monitoring the rate of staff turnover and absenteeism, the IT administration can anticipate flaws in human resources and implement ideas to retain employees while keeping them motivated. Fundamentally, the implementation of knowledge transfer programs or measurable audit systems for operational activities will allow the IT managers to analyze their staff's performance and make decisions according to the results.


 4. Absence of innovation or adaptation in new businesses

Innovation and new technologies are the cornerstones of progress and adaptability, whether in the corporate world or any other related field. To establish credibility, exhibit professionalism and renew confidence among clients, investors, and employees, you must maintain a high level of innovation. Otherwise, a company without the capacity for renewal is synonymous with loss of speed, loss of competitiveness and lack of performance. Moreover, in an IT department where technology is the core unit, a lack of adaptation is one of the most blatant symptoms of underperformance in managing IT services and should never be taken lightly. A good way to adapt is to listen to the customer, who is the end user. Innovation or implementation of new products, in a context of adaptation, should always be focused on one goal: satisfying the user.


5. Lack of system updates

This indicator is related to the previous one because IT departments must remain constantly updated to help the company maintain a competitive advantage over the competition and provide a range of services that are more effective and efficient for all internal and external users. Otherwise, an entity that does not update its systems may be affected at any given time. Regardless of the field, communication between systems is crucial.


6. Failed strategic planning

Any IT administration that does not have a clear or formalized vision of its goals is, in fact, opting for a passive or reactive-style management, making it less productive. The absence of a formalized strategy can lead to strategic misalignment, which does not meet company’s objectives. Therefore, defining the IT department's goals and making sure they are aligned with those of the business, as well as establishing a monitoring system to ensure that these objectives are on the right track, is a good way to avoid venturing into underperformance territory.


7. Insufficient growth management

Finally, another underperformance indicator is characterized by poor growth management, either because productivity gains are not distributed properly or because the level of service demands is too steep relatively to the number of resources available.