Case Study: Improving the Ticket Resolution Time

Project Summary Business Problem Executive Summary: The production support projects receive basically three types of problem tickets raised by the customer (Priority 1, Priority 2 and Priority 3). The time taken to close CCF related tickets varied from 24.13 Hrs to 4.96 Hrs for P2 & from 18.76 Hrs to 5.17 hrs for P3. It was realized that reducing the variation will lead to better planning of resources, Lower Effort and Schedule variation and effective increase the loading factor. Business Problem High effort variation is leading to overloading of resources. The current variation for P2 tickets is from 24.13 Hrs to 4.96 Hrs and the variation for P3 tickets is from 18.76 Hrs to 5.17 Hrs Statistical Problem CCF (Communication Control Facility) related tickets of P3 have Sigma Value of 1.51 and P2 have Sigma Value of 0.63 Statistical Solution Vital X1: Reassigning problems Vital X2: Monitoring tickets marked to other Queues Vital X3: Investigation issues Business Solution Identification of frequently occurring issues, Preparation of Handy documents Preparation of KT Schedule, Collecting the present Proficiency level of the team members, Providing the required training, Confirm with the support members and then re-assign the problem after notifying the concerned support group, Collect feedback

Project Summary RANGE BEFORE RANGE AFTER

Project Summary P2 – Priority “2” Tickets P3 – Priority “3” Tickets Dispersion in closing the CCF related tickets P3 Tickets Before After P2 Tickets P2 Tickets Z-Short Term 1.51 >6.0 0.63 3.0 Mean (Hours) 12.950 4.936 20.17 9.33 Standard Deviation (Hours) 18.976 2.614 24.13 4.89 Data Points 915 129 218 6 P2 – Priority “2” Tickets P3 – Priority “3” Tickets

Process Capability Before After Process capability for P2 Tickets