-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 The Thursday 2008-05-08 at 11:56 +0200, Philipp Thomas wrote:
On Tue, 06 May 2008 12:33:40 -0400, Sam Clemens wrote:
when some pointy-heads have arbitrarily designated some sort of contractual obligation to get X% of problems solved in Y amount of time...and a ticket open for several days "screws up our performance metrics", and therefore the contract.
In Germany the analysis of tools data for the purpose of evaluating employee performance can only happen if the works council agrees. Even the use of any tool that can possibly be used to analyze employee performance in a company has to be negotiated with the works council.
But you'll typically find such pointy-head stuff in support and not in R&D.
You do not need to evaluate employee perfomance. You simply look at the ticket lenght statistics, and if it is longer than what the support contract specifies, you go and search the long tickets, those that are opened for three months, have a brief look at them, and close them directly. Or less brutally, you do a team brainstorming session to have a go at those tickets and try to close them that day. There is no need to even try to put blame on somebody. It is assumed that they haven't been closed because it has been impossible. No matter. Closed now. Like ticket is left open because you are waiting for an answer from somebody on some other country who hasn't said a word in three months... ok, close as "insuficient data". Or close as "probably solved", tell call center to ask client to try again. If it doesn't work, it will be another ticket. Tricks! ;-) - -- Cheers, Carlos E. R. -----BEGIN PGP SIGNATURE----- Version: GnuPG v2.0.4-svn0 (GNU/Linux) iD8DBQFIItoVtTMYHG2NR9URAiQsAJ9hRCwUVbJGzznCImarTu/pc1z0RgCfft5J JqPh2IcPnEpWQmSVnybbw7I= =7vfN -----END PGP SIGNATURE----- -- To unsubscribe, e-mail: opensuse+unsubscribe@opensuse.org For additional commands, e-mail: opensuse+help@opensuse.org