As a member of the Continuous Improvement Team at Johnson Controls, I proposed and led the implementation of Power BI and Power Apps to optimize the tracking of performance and quality for the Americas Customer Service team.
Problem
Evaluation form for Customer Service agents was difficult to analyze and interpret due to its structure.
Dependence on Excel limited the efficient use of predefined functions for data manipulation.
Custom Excel table with complex formulas for pivot data caused issues when the form was modified.
The complexity of the report limited its frequency, allowing it to be shared with managers only once a week.
Solution
Simplified the evaluation structure for easier data cleaning and interpretation.
Automated data processing and visualization with a Power BI dashboard in Power App, reducing reliance on complex Excel formulas.
Defined key metrics and KPIs to track Customer Service performance across 4 business units.
Enhanced visibility of agent performance for managers and directors with twice-daily data updates.
Enabled the Continuous Improvement team to identify areas for service improvement and provide actionable feedback.