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Efficiency of the Team members

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  • #26813

    Nadeem Ahmed
    Participant

    Hi,
    I recently undertook a Six sigma BB Training. And now i have been assigned a project which has 16000 transactions per month. The process is a IMS process and the tickets are raised whenever there is an issue with the Server or network. The tickets raised are classified into Major Minor and Nons Service affecting/Info tickets. I have to determine the effiiency of the team as the management feels the team is over staffed. How can i determine this. One more thing is the SLA’s for a major ticket to close is 4 hours Minor ticket is 8 hours and NSA/Info ticket is 12 hours…..the problem i am facing is there will be atleast 5-6 people working on the same ticket before it gets closed.
     
    Please Somebody help me on this.

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    #65145

    Don Strayer
    Participant

    Do you have an effective and accurate time-tracking system so that you know how much time each person spends on each ticket, and the total number of hours to close each ticket?  If not, you need to fix that first.  I infer that your SLA’s refer to elapsed time, not actual effort.  You will need to measure both elapsed time and effort then find a reasonable way to equate this to efficiency.

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    #65146

    Don Strayer
    Participant

    Complicated by the fact that although you do have a way of classifying tickets you apparently don’t estimate complexity and resolution effort.  That means that measurements of duration and effort to close cannot be compared from one ticket to the next.  You can only do that in the aggregate over time intervals.
    Fortunately, these are typical IT service measurement problems and much work has already been done in this area.  I refer you to ITIL (IT Infrastructure Library) and to itSMF USA (IT Service Management Forum) http://www.itsmfusa.org for resources.

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    #65149

    Nadeem Ahmed
    Participant

    Hi Don,
    Thanks for your time in replying to my post. Yes I do understand about it that we should set right how much time each engineer takes to complete the task. I created an excel sheet regarding this but the mangement doesnt agree to implement this as this will be a kind of Head on Admin for the team and rash monitoring. So i want to know is there any other way to calculate the team efficiency???.
     
    Regards,
    Nadeem Ahmed.

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    #65152

    Don Strayer
    Participant

    Nadeem,
    You really need effort per ticket data.  Aggregate data such as number of tickets, average time to close, and size of engineering staff won’t tell you much since ticket compexity varies and your engineers apparently do other things when they aren’t working on specific tickets.
    In my experience many IT organizations wonder why this is ever a problem.  They’re used to detailed time tracking as SOP.  But I’ve worked with other organizations, and apparently your’s is one, that don’t do it and attempts to implement meet resistance and usually fail.  If the business doesn’t have a compelling reason such as billing (payment to contractors or chargeback to business units or customers) it can be extremely difficult to convince managers or engineers.  You must argue that you can’t measure efficiency without the effort data for each ticket, and that measuring efficiency is essential.  Management won’t go along unless they really want accurate data and you can find a relatively painless way to collect it.  It should be integrated into your ticket management system, not something additional such as a spreadsheet that creates admin overhead and opportunity for error.

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    #65153

    Vilas Chirmade
    Member

    Dear Friend
    In my opinion you should have a standard time calculations for each type of complaints to solve i.e. for major minor etc…. Then you can find out the time required to attend the total calls. and then finally you can calculate and monitor the efficiency of your staff in terms of nos.of calls attended per person per hour or per day.
    Vilas Chirmade
    Saudikayan Petrochemical company Saudi Arabia 

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    #65154

    Nadeem Ahmed
    Participant

    Hi Vilas,
    Appreciate your efforts and time taken to respon. Is there any model/example project which i can use to tackle this issue?? If you have please do forward it to me on nadeem(dot)jan(at)gmail(dot)com.
    Regards,
    Nadeem Ahmed

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    #65155

    Nadeem Ahmed
    Participant

    Hi Don,
    I tried every possible thing. The biggest issue here is like the engineers call the clients and customers and that time is getting very difficult to capture. This is the hitch which is not getting resolved. I feel admin overhead is the only otion left to which the management says no. If any one here have a better idea please do respond.
     
    Regards,
    Nadeem Ahmed.

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    #65156

    Rhineg
    Member

    Hi Nadeem,There is an underlying issue to your problem, which will always be an obstacle to improvement. WHY (ask this 5 times) does your organization want to measure / improve efficiency? Is it to reduce headcount? – then you will never get cooperation on measures.I suggest you move from DMAIC to Lean and target applying the existing skills (and headcount) to more value adding work, which is recognized by your customers (internal or external). Do some value stream mapping. There is clearly a lot of opportunity, since you already mentioned 5 hand-offs in the work stream.Regards,
    Rhineg

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    #65157

    seve29
    Member

    Get the engineers to enter time spent on phone call in the notes section of the ticket, if there is one. You can also get a call report if necessary from you local telephone provider based on ext number and double check to see if there are recording issues. I have done this and its amazing how accurate things start to become.! hope this helps

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