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Rolled-up summaries, useful to detect variability or trends
| Time period | Chemistry: Average tickets per month | Chemistry: Average tickets per day | Physics: Average tickets per month | Physics: Average tickets per day |
|---|---|---|---|---|
| July 2017 | 87 | |||
| May 2017 | 92 | 4.2 | 13 | 0.59 |
| April 2017 | 100 | 5.0 | 15.0 | 0.75 |
| 8 months: 04/01/2016 to 01/01/2017 | 123 | 6.3 | 15.5 | 0.8 |
Tickets resolved in July 2017
- From Frank, 8/15/17
Assumptions for analysis portion
- Since JUST the month of July, simply counted the work days, taking into account staff holidays this month (Tues. 7/4: Independence Day): 20 work days.
- See prior analysis if care to have numbers for average number of work days over several months.
Total flow summary: There is an average of over xx tickets resolved by our group each workday, for both Chemistry and Physics.
- We averaged xx resolved tickets per month for both Chemistry and Physics.
- At 20 workdays per month: xx / 20 = ~xx resolved tickets per workday.
Chemistry, for this 1 month period:
Flow summary: 87 tickets per month averages to 4.35 tickets resolved per day.
| Resolved within 1 day | Resolved in more than 1 day | Total | Oliver's analysis: Avg. per month | Oliver's analysis: Percent of volume |
Lulu Zhu | 2 | 8 | 10 | 0.45 | 11.5% |
Michael E Hint | 28 | 25 | 53 | 2.65 | 60.9% |
Oliver B Habicht | 10 | 14 | 24 | 1.2 | 27.6% |
All others: | 0 | 0 | - | - | |
Total | 40 | 47 | 87 | 4.35 |
Physics, for this 1 month period:
Flow summary: 13 tickets per month averages to about 0.59 tickets per day.
| Resolved within 1 day | Resolved in more than 1 day | Total | Oliver's analysis: Avg. per month | Oliver's analysis: Percent of volume |
Kelly Brower | 4 | 2 | 6 | 0.27 | 46% |
Michael E Hint | 2 | 1 | 3 | 0.14 | 23% |
Oliver B Habicht | 3 | 1 | 4 | 0.18 | 30% |
All others: | 0 | 0 | 0 | - | - |
Total | 9 | 4 | 13 | 0.59 |
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Tickets resolved in May 2017
- From Frank, 6/2/17
Assumptions for analysis portion
- Since JUST the month of May, simply counted the work days, taking into account staff holidays this month (Mon. 5/29: Memorial Day): 22 work days.
- See prior work if care to have numbers for average number of work days over several months.
...
Flow summary: 92 tickets per month averages to 4.2 tickets resolved per day.
| Resolved within 1 day | Resolved in more than 1 day | Total | Oliver's analysis: Avg. per month | Oliver's analysis: Percent of volume |
Lulu Zhu | 2 | 7 | 9 | 0.41 | 10% |
Michael E Hint | 34 | 25 | 59 | 2.7 | 64% |
Oliver B Habicht | 10 | 13 | 23 | 1.04 | 25% |
All others: | 1 | 1 | 0.04 | 1% | |
Total | 46 | 46 | 92 | 4.2 |
Physics, for this 1 month period:
Flow summary: 13 tickets per month averages to about 0.59 tickets per day.
| Resolved within 1 day | Resolved in more than 1 day | Total | Oliver's analysis: Avg. per month | Oliver's analysis: Percent of volume |
Kelly Brower | 4 | 2 | 6 | 0.27 | 46% |
Michael E Hint | 2 | 1 | 3 | 0.14 | 23% |
Oliver B Habicht | 3 | 1 | 4 | 0.18 | 30% |
All others: | 0 | 0 | 0 | - | - |
Total | 9 | 4 | 13 | 0.59 |
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Tickets resolved in April 2017
- From Frank, 5/2/17
Assumptions for analysis portion
- Since JUST the month of April, simply counted the work days, taking into account no staff holidays this month: 20 work days.
- See prior work if care to have numbers for average number of work days over several months.
...
Flow summary: 100 tickets per month averages to 5 tickets resolved per day.
| Resolved within 1 day | Resolved in more than 1 day | Total | Oliver's analysis: Avg. per month | Oliver's analysis: Percent of volume |
Lulu Zhu | 2 | 7 | 9 | 0.45 | 9% |
Michael E Hint | 36 | 23 | 59 | 2.9 | 58% |
Oliver B Habicht | 13 | 18 | 31 | 1.55 | 31% |
All others: | 1 | 0 | 1 | 0.1 | 2% |
Total | 52 | 48 | 100 | 5 |
Physics, for this 1 month period:
Flow summary: 15 tickets per month averages to about 0.75 tickets per day.
| Resolved within 1 day | Resolved in more than 1 day | Total | Oliver's analysis: Avg. per month | Oliver's analysis: Percent of volume |
Kelly Brower | 4 | 3 | 7 | 0.35 | 47% |
Michael E Hint | 2 | 3 | 5 | 0.25 | 33% |
Oliver B Habicht | 0 | 3 | 3 | 0.15 | 20% |
All others: | 0 | 0 | 0 | - | - |
Total | 6 | 9 | 15 | 0.75 |
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From Frank, 1/30/17, "Resolved Time Summary per Assignee: 04/01/2016 to 01/01/2017"
Assumptions for analysis portion
- In a year, 52 weeks * 5 workdays = 260 workdays/yr. Assume staff have 3 weeks vacation, and 2 weeks University Holidays, so 5 weeks * 5 days = 25 workdays. Thus 235 workdays per year (=260-25).
- 19.6 workdays per month (=235/12). This represents the available FTEs.
...
Flow summary: 123 tickets per month averages to 6.3 tickets resolved per day.
| Resolved within 1 day | Resolved in more than 1 day | Total | Oliver's analysis: Avg. per month | Oliver's analysis: Percent of volume |
Lulu Zhu | 38 | 53 | 91 | 11.4 | 9% |
Michael E Hint | 285 | 247 | 532 | 66.5 | 54% |
Oliver B Habicht | 132 | 104 | 236 | 29.5 | 24% |
All others: | 66 | 58 | 124 | 15.5 | 13% |
Total | 521 | 462 | 983 | 123 |
Physics, for this 8 month period:
Flow summary: 15.5 tickets per month averages to about 0.8 tickets per day.
| Resolved within 1 day | Resolved in more than 1 day | Total | Oliver's analysis: Avg. per month | Oliver's analysis: Percent of volume |
Lulu Zhu | 2 | 1 | 3 | - | - |
Michael E Hint | 34 | 35 | 69 | 8.6 | 56% |
Oliver B Habicht | 21 | 14 | 35 | 4.4 | 28% |
All others: | 9 | 12 | 21 | 2.6 | 17% |
Total | 68 | 56 | 124 | 15.5 |
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From Frank, 4/25/16, "Resolved tickets for 3-1 thru 4-12-16":
|
| Resolved within 1 day | Resolved in more than 1 day | Total |
Chemistry | Lulu Zhu | 2 | 8 | 10 |
| Michael E Hint | 41 | 32 | 73 |
| Oliver B Habicht | 9 | 8 | 17 |
| Roger W Garnett | 16 | 8 | 24 |
| Total | 68 | 56 | 124 |
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From Frank, 3/16/16: For January 2016:
Assigned Group | Assignee | Incident Closed/Resolved |
Chemistry | Lulu Zhu | 14 |
| Michael E Hint | 55 |
| Oliver B Habicht | 14 |
| Roger W Garnett | 18 |
| Sub-Total | 101 |
Chemistry | Total | 101 |
Note: Frank's data had a column for "Hours Captured". We used to put down hours since never got reports with this data, so for this time-period, it's labelled as "No Effort".
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