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Calls Per Employee Per Month

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  • #26563

    Pace
    Participant

    I am initiating a Black Belt project in an IT Helpdesk to reduce the cases reported per employee per month. I am looking for benchmark data for this metric, from the industry, to set a reasonable USL.
    Is there someone in this forum who can help me? I would also be interested to know what operational definition is being used, industry-wide, to compute this metric.

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    #64581

    Monk
    Participant

    Michelle,
    Thats a very good project. I don’t know if there is any industry benchmark for this.
    It will be a good idea to have the project metric as ‘downtime reported due to IT heldesk problem’ instead of ‘cases reported per employee’. The reason being, you will know how much is the impact on the business. Also, it may happen that you are successful in reducing the incidents, but has it resulted in reducing the downtime on the business. There will be better buy-in from the process owners as they will really feel the problem. There will be accountability from both user as well as help desk side.
    Monk

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    #64588

    Brush I.T. Black Belt
    Participant

    I completed a virtual DOE on the reduction of helpdesk calls in 2006, I compared caller technical level, Helpdesk technical level, type of connectivity issue (RF, Wired, Dial-up, Wan/Lan) and types of computer (Laptop / Desktop) and rev level of NIC software.  I found after comparing old calls from  9 months (about 2500) I was able to determine that there was less frequency in calls after a highly trained tech helped any user level and the rev level being the most current reduced re-occurance of calls.  After tracking another 6 months after new update policies were in place and additional training we reduced our helpdesk calls for connectivity issues by 65% continuously.

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