An "Ops Scorecard" is a tailored, on-demand application created for Operations, Field Services and Call Center managers and their staff. It combines data from a variety of workforce management and other systems (Kronos, etc.) to provide a comprehensive view into operations, staff productivity, and business performance.

HardMetrics creates and hosts these applications for TimeWarner Cable and others so they can improve both profitability and customer satisfaction.

An "Ops Scorecard" should:

• Make aggressive use of KPIs and/or measure a “Super KPI” to drive individual and team performance.
• Leverage a framework for standardized indexing to speed implementation.
• Provide simple, real-time access to Call Center and any other required systems, to maximize the "self-service" user experience and minimize reliance on IT.