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Implementation ideas

Example 1: Spreadsheets

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 (20 work days)874.85100.50
June 2017 (22 work days)1004.54170.77
May 2017 (22 work days)924.2130.59
April 2017 (20 work days)1005.015.00.75
8 months: 04/01/2016 to 01/01/20171236.315.50.8

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 4.85 tickets resolved by our group each workday, for both Chemistry and Physics.

  • We had 97 resolved tickets this month for both Chemistry and Physics.
  • At 20 workdays this month: 97 / 20 = ~4.85 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

2.6560.9%

Oliver B Habicht

10

14

24

1.227.6%

All others:

0

0

0

--

Total

40

47

87

4.35 

Physics, for this 1 month period:

Flow summary: 10 tickets per month averages to about 0.50 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

1

3

4

0.2040%
Lulu Zhu1010.0510%

Michael E Hint

1

4

5

0.2540%

Oliver B Habicht

0

0

0

--

All others:

0

0

0

--

Total

3

7

10

0.50 

---------------------------------------------------------------

Tickets resolved in June 2017

  • From Frank, 7/13/17

Assumptions for analysis portion

  • Since JUST the month of June, simply counted the work days, taking into account staff holidays this month (none): 22 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 5.32 tickets resolved by our group each workday, for both Chemistry and Physics.

  • We had 117 resolved tickets this month for both Chemistry and Physics.
  • At 22 workdays this month: 117 / 22 = ~5.32 resolved tickets per workday.

Chemistry, for this 1 month period:

Flow summary: 100 tickets per month averages to 4.54 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

3

11

14

0.64

14.0%

Michael E Hint

37

24

61

2.7761.0%

Oliver B Habicht

10

14

24

1.124.0%

All others:

0

1

1

0.041.0%

Total

50

50

100

4.35 

Physics, for this 1 month period:

Flow summary: 17 tickets per month averages to about 0.77 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

2

1

3

0.1417.6%
Lulu Zhu1010.040.06%

Michael E Hint

4

4

8

0.360.47%

Oliver B Habicht

0

5

5

0.230.07%

All others:

0

0

0

--

Total

7

10

17

0.77 

---------------------------------------------------------------

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.

Total flow summary: There is an average of over 4.77 tickets resolved by our group each workday, for both Chemistry and Physics.

  • We averaged 105 resolved tickets per month for both Chemistry and Physics.
  • At 22 workdays per month: 105 / 22 = ~4.77 resolved tickets per workday.

Chemistry, for this 1 month period:

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

2.764%

Oliver B Habicht

10

13

23

1.0425%

All others:


1

1

0.041%

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

0.2746%

Michael E Hint

2

1

3

0.1423%

Oliver B Habicht

3

1

4

0.1830%

All others:

0

0

0

--

Total

9

4

13

0.59 

---------------------------------------------------------------

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.

Total flow summary: There is an average of over 5.75 tickets resolved by our group each workday, for both Chemistry and Physics.

  • We averaged 115 resolved tickets per month for both Chemistry and Physics.
  • At 20 workdays per month: 115 / 20 = 5.75 resolved tickets per workday.

Chemistry, for this 1 month period:

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

2.958%

Oliver B Habicht

13

18

31

1.5531%

All others:

1

0

1

0.12%

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

0.3547%

Michael E Hint

2

3

5

0.2533%

Oliver B Habicht

0

3

3

0.1520%

All others:

0

0

0

--

Total

6

9

15

0.75 

---------------------------------------------------------------

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.

Total flow summary: There is an average of over 6.4 tickets resolved by our group each workday,.

  • We averaged 138.5 resolved tickets per month.
  • Using 21.7 Per above assumption, 19.6 workdays per month, we come up with: 138.5 / 2119.7 6 = ~6~7.4 1 resolved tickets per workday.
    This number assumes (incorrectly!) no holidays observed or vacations taken, both of which reduce the number of workdays available.

Chemistry, for this 8 month period:

Flow summary: 123 tickets per month averages to 56.7 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

11.49%

Michael E Hint

285

247

532

66.554%

Oliver B Habicht

132

104

236

29.524%

All others:

66

58

124

15.513%

Total

521

462

983

123 

Physics, for this 8 month period:

Flow summary: 15.5 tickets per month averages to about 0.7 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

8.656%

Oliver B Habicht

21

14

35

4.428%

All others:

9

12

21

2.617%

Total

68

56

124

15.5 

---------------------------------------------------------------

...

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

---------------------------------------------------------------

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".

...