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Massive Hawthorne Effects-Need Help

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Viewing 8 posts - 1 through 8 (of 8 total)
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  • #47723

    TomNoT
    Member

    I am a new Black Belt in a company that utilizes field technicians to perform billable work.  These technicians need to come to the office from time to time to collect parts, deliver paperwork, etc.  We have a GPS based system to track our field techs, but have no way of knowing how our techs spend their time in the office.  Attempts to measure what they do in the office have resulted in a 25% decrease in time spent in the office.  I fear we are not getting a clear picture of what is going on.
    Any suggestions on how to minimize this Hawthorne Effect?
    Thanks.  

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    #159411

    annon
    Participant

    What is the purpose of your study?

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    #159447

    TomNoT
    Member

    I am looking to reduce the amount of time our techs spend in the office.  Most office time in our industry is non-productive, reduces response time to customer needs, etc. 

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    #159453

    annon
    Participant

    This is simply an opinion, but why not search for a project y that is more in line with your VOC, such as the response time you meantioned earlier?  
    Make this type of thing your project Y and `time spent in the office` one of the many possible inhibitors….reducing time spent in the office wont necessarily correlate or cause reductions in a satisfier such as response time….again, just one opinion.  Good luck.  

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    #159452

    clb1
    Participant

      I’m not trying to be funny but it sounds to me like you have accomplished your goal.  
    Question: Now that they spend 25% less time in the office how has this absence impacted their productive effort?

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    #159454

    TomNoT
    Member

    Thank you both.  To answer in order:
    1.  Nothing has changed in terms of policy for the field techs.  Therefore, how do we control this reduction?  In addition, I started with this company as a tech, and I know that there is more room for improvement above a 25% reduction.
    2.  VOC has been considered.  I guess I did a bad job of explaining my project’s purpose.  Reducing tech office time will result in more revenue.  (More productive hours * mix of billable time = $$ growth)  Please note: some customers pay for extended warranties, etc.  Therefore, not all time in the field is directly billable.  That is the focus of the project, and what we will be measuring.

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    #159458

    annon
    Participant

    I just dont think you can make that assumption.  Reducing time in the office will not cause an increase in more productive hours.  Can you even prove correlation?
    Maybe some other business leaders on the forum can offer their opinions.  But best of luck in any case.
    Good luck.

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    #159460

    TomNoT
    Member

    I can prove from week to week what % of time of a tech’s working day is spent actually billing customers.  (Validated historical data) I expect to see the % of time billing to stay constant while increasing overall productive labor hours.  That is part of my metrics for this project, and will be part of the control plan.  If I ever get to it :)
    Thanks.

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