Process and Staff Improvement

1. Team Staff Meeting – 7/16/08

2. Agenda
• Week Update 20 min. All
• Support Funnel 10 min. John
• Weekly Worksheet 10 min. John
• Set-Up Requirements 5 min. John
• Q&A 15 min. All
Estimated Time 1 hr
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3. Week Update
• Mrunal Catch-up
• Mike
• Mohammed (support)
• support center project list and
BAU lists
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4. Support Funnel
• optimized processes for handling trouble ticket receipt, tracking,
technical resolution and client communications.
• easily adaptable to software-based development and support organizations.
• helps the technical team think through the logical sequence of support activity
steps so that their individual detailed plans are well synchronized in a
reasonable non-helter-skelter manner.
• helps C-level managers plan weekly To-Do Lists and organize resources in
a more productive manner.
• helps o ensure that support activity is properly traversed, the apropos
resources dispatched and clients are properly communicated with.
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5. Support Funnel
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6. Weekly Worksheet
• To-Do worksheets are used by the technical staff for capturing and tracking
critical tasks
• Worksheets keep tasks prioritized so that staff energy goes into what’s most
important using established business guidelines to eliminate the “noise”
• They are individualized tactical plans to help staff stay aligned to business (client)
objectives
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7. Weekly Worksheet
Weekly Worksheet
Week of: 14-Jul-08
Programmer: Mrunal
HOURS METRICS
Priority Est. Wkly Hours On Target
Goal Client Type Task Name (% weight) Status Start Date End Date Complexity % Complete Hours Spent Dist On Time On Budget (quality) WSS Weekly Score
Client Stabilization HTA Project Payroll 35 WIP 7/15/2008 8/1/2008 5 80 9 12.25 5 under budget 5 15 GREAT
Client Stabilization HTA Project iClaims additions 30 WIP 7/16/2008 8/2/2008 3 50 14 10.5 3 over budget 5 9 GREAT
Client Stabilization HTA Project Remitt 20 ASA 7/17/2008 8/3/2008 3 50 7 7 3 on budget 3 9 GREAT
Client Stabilization HTA Support bug 1 10 COMP 7/18/2008 8/4/2008 4 10 3 3.5 3 under budget 3 11 GREAT
Client Stabilization HTA Support bug 2 5 WIP 7/19/2008 8/5/2008 5 10 2 1.75 2 over budget 1 4 BAD
100 35 3.2 3.4 BAD
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8. Weekly Worksheet
Legend:
Goal: The iCentral business objective. (auto-filled)
Client: The customer. (auto-filled)
Type: The work type (e.g., project, support) (auto-filled)
Task Name: The working name of this task. (auto-filled)
Priority (% weight): The amount in % of time /effort required . This value establishes a priority and is used to distribute time against the total work week (max.
35 hrs) (auto-filled)
Status: Enter the current state of this task. (e.g., WIP (work in progress,) NS (not started), COMP (completed) or ASA (awaiting sponsor approval to begin) )
(manual)
Start and End Dates: This is filled from the project plan and depicts the estimated start and end dates for this task. (auto-filled)
Complexity: Enter the complexity for this task on a scale of 1 to 5 - with 5 being highly complex, and 1 being low complexity. (manual)
% Complete: Enter your estimation of how far into the task you are. (manual)
Hours Spent: Enter the number of hours you've spent on this task for this week. (manual)
Estimated Weekly Hours Distributed: This value depicts the estimated amount of time expected to be used against this task. (calculated)
On Time: Enter how "on time" you feel you are working on this task. Do you believe you will meet the set due date? (e.g., 5=ahead of schedule, 4=slightly
ahead, 3=on schedule, 2=slightly behind, 1 = totally off) (manual)
On Budget: This value is calculated automatically by factoring the actual weekly hours spent against the estimated weekly hours distributed. (calclated)
On Target (quality): Enter the degree of quality you believe your solution delivers. That is, how well do you feel your solution will satisfy the business
requirement. (e.g., 5= over exceeds, 4=exceeds, 3=meets requirement, 2=under exceeds, 1=misses expectation) (manual)
Weekly Score: This calculation determines how well you are tracking for this task overall for this week. (calculated)
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9. Set-up Requirements
• Need to assess Support Center to find the best way to extract data
automatically and regularly
• Need to work with staff to understand individual roles within the funnel:
 Ticket Receipt
 Level 1
 Level 2
 Level 3
• Need to institutionalize all workflow documentation (i.e., weekly worksheets,
plans, change-orders, etc.)
• Emphasize the mantra: “Everything has a Cost!!”
• Move slow…move confidently…
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