Measure Maintenance Performance
By Jan Verlaan on Monday 15 August 2011, 16:25 - Bug Report System - Permalink
Performance can only be measured when performance related data is available in the Maintenance System.
Master Data
When you like to measure the performance for Individual Maintenance Engineers, Teams, Departments, etc, you need to have this data as master data available in your Maintenance System. So your organization structure needs to be somewhere in the Maintenance System. Same counts when you would like to measure performance for Support, Customers and Product (versions), service or feature packs, packages, modules, etc, as well.
Performance Data
Performance data is data that tells you how well you handled or are handling a reported defect. The following aspects are important for internal and external usage:
- Time
- Resolution Time: How long did it take from start date to finish date to solve the reported defect?
- Average Solution Time
- Amount of requests handled (count) between certain start and end date
- Backlog
- How many reported defects are open at a certain moment in time?
- How long is the reported defect already open since the start date to current date?
- Average Backlog
- Defect Solving rate (How many reported defects get solved?)
- Response times (How long did it take from the moment of registration (start date) to pick up the reported defect (first contact date with customer) by an Maintenance Engineer? )
- Classification
- Types of reported defects (influences duration)
- Questions
- Bug
- Knowledge Problem
- Enhancement Request
- etc
-
Priority of reported defects (influences required response times)
- Business Standstill
- Major Problem
- Minor Problem
- Status
- New
- Waiting for Clarification from the Support Analyst
- On Hand / In Process
- Solution Proposedf
- Closed
- Types of reported defects (influences duration)
Register data without intervention of the user
The above mentioned performance aspects can only be covered if they are registered on the reported defect. The more data is automatically registered without intervention of the user the more accurate this information becomes. The start date gets automatically filled on the moment the Support Analyst saves the reported defect. The finish date gets automatically filled on the moment the Maintenance Engineer put it's status to closed and saves the reported defect.
When the status of a reported defect changes do not only save the new status. Save separately, on the reported defect, who, when (date) and old status and new status. It brings you a lot of details on the performance of your (current) Maintenance processes.