Post by jonrojas on Sept 29, 2021 14:28:51 GMT
Key Milestones:
1.) Retention Rate of Techs/Tickets Closed - How long a new tech stays in the department and if they leave, why did they choose to leave. I would also track how long it takes for their weekly closed tickets to reach department standards. Seeing this number start to decrease would be a big first.
2.) Escalation Rates - Being able to track how often a ticket gets escalated from new or current employees can speak to the understanding of the lay of our land and if the techs understand where our solutions/resources are. This can also speak to how comfortable a tech feels in tackling an issue. This will be one of the more important metrics to monitor over time as we can track current employees and new employees as well moving forward. We want to see escalation for issues that have a solution or a resource for troubleshooting.
3.) Time To Respond vs Time Closed - Tracking how long it takes the issue to be closed after contact is made can help determine performance increase or decrease. We want to see this stay within our SLA consistently.
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Will you change course during start-up or implementation based on what you learn? If so, in what ways?
A: I will not be changing course based on what I have learned. I think if anything the last few classes have helped to solidify me in what I want to do.
What will be your process for identifying key milestones?
A: My process is critically thinking about what I want to achieve, better orientation of new techs while refreshing current techs, and figuring out which metrics best supports this goal. We already track every little thing that we do in the department. It's a matter of finding which metrics best shows the gaps and watching them for improvement.
Who will be responsible for tracking success or challenges with achieving these milestones? How often?
A: I will be responsible for monitoring this success and keeping track of these milestones. I will be checking these metrics weekly.
Are there any other strategies you will devise to ensure project success?
A: We already pull and monitor metrics weekly so I will augmenting that by double checking the metrics weekly. I will also be using what I learned from creating a can-do environment to help change the mindset of the techs that work for us now and new techs that may come in the future. This will include talking about issues/solutions more directly in our weekly meetings, encouraging the techs to innovate when they can and try to find new solutions (including examples and words of encouragement), focusing on past issues that needed serious escalations to see if anything could of been done different and discussing this with the team, and keeping the floor open for concerns about issues/solutions to be shared.
1.) Retention Rate of Techs/Tickets Closed - How long a new tech stays in the department and if they leave, why did they choose to leave. I would also track how long it takes for their weekly closed tickets to reach department standards. Seeing this number start to decrease would be a big first.
2.) Escalation Rates - Being able to track how often a ticket gets escalated from new or current employees can speak to the understanding of the lay of our land and if the techs understand where our solutions/resources are. This can also speak to how comfortable a tech feels in tackling an issue. This will be one of the more important metrics to monitor over time as we can track current employees and new employees as well moving forward. We want to see escalation for issues that have a solution or a resource for troubleshooting.
3.) Time To Respond vs Time Closed - Tracking how long it takes the issue to be closed after contact is made can help determine performance increase or decrease. We want to see this stay within our SLA consistently.
-------------------------------------------------------------------------------------------------------------------------
Will you change course during start-up or implementation based on what you learn? If so, in what ways?
A: I will not be changing course based on what I have learned. I think if anything the last few classes have helped to solidify me in what I want to do.
What will be your process for identifying key milestones?
A: My process is critically thinking about what I want to achieve, better orientation of new techs while refreshing current techs, and figuring out which metrics best supports this goal. We already track every little thing that we do in the department. It's a matter of finding which metrics best shows the gaps and watching them for improvement.
Who will be responsible for tracking success or challenges with achieving these milestones? How often?
A: I will be responsible for monitoring this success and keeping track of these milestones. I will be checking these metrics weekly.
Are there any other strategies you will devise to ensure project success?
A: We already pull and monitor metrics weekly so I will augmenting that by double checking the metrics weekly. I will also be using what I learned from creating a can-do environment to help change the mindset of the techs that work for us now and new techs that may come in the future. This will include talking about issues/solutions more directly in our weekly meetings, encouraging the techs to innovate when they can and try to find new solutions (including examples and words of encouragement), focusing on past issues that needed serious escalations to see if anything could of been done different and discussing this with the team, and keeping the floor open for concerns about issues/solutions to be shared.