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Scaling a Global Support TeamTo resolve 1,500 requests a week usingKanban and GreenHopperChris LePetitService Enablement E...
• Background• The Experiment• The Results• Where to go next
Background
Who We Are• Grown from 70 to 100+ staff• Five Locations• 24/7 Availability• Up from 1k to 1.5k issues  per week• Support w...
The Problem
Our Problem• Scale
Our Problem• Scale
Our Problem• Scale          2011                                      2012                 Staff Growth   New Issues Growth
Affect on Engineers
Affect on Engineers• Silo-ed
Affect on Engineers• Silo-ed• Stressed
Affect on Engineers• Silo-ed• Stressed• More Interruptions
The Experiment
Where and when
Where and when• One trial team - Kuala Lumpur JIRA Team
Where and when• One trial team - Kuala Lumpur JIRA Team• Trial during JIRA 5 / GreenHopper 5.9 launch
Where and when• One trial team - Kuala Lumpur JIRA Team• Trial during JIRA 5 / GreenHopper 5.9 launch • Support processes ...
1. Visualise the Workflow
Unassigned Issues   Everything Else
Unassigned Issues   My Issues   Everything Else
Unassigned Issues My Issues Waiting for Customer Escalated   Resolved   Done
Unassigned Issues My Issues Waiting for Customer Escalated   Resolved   Done
Unassigned Issues My Issues Waiting for Customer Escalated   Resolved   Done
Unassigned Issues My Issues Waiting for Customer Escalated   Resolved   Done
Unassigned Issues My Issues Waiting for Customer Escalated   Resolved   Done
Unassigned Issues My Issues Waiting for Customer Escalated   Resolved   Done
Unassigned Issues My Issues Waiting for Customer Escalated   Resolved   Done
Unassigned Issues My Issues Waiting for Customer Escalated   Resolved   Done
Unassigned Issues My Issues Waiting for Customer Escalated   Resolved   Done       3%            19%            65%       ...
Unassigned Issues My Issues Waiting for Customer Escalated   Resolved   Done       3%            19%            65%       ...
Unassigned Issues My Issues Waiting for Customer Escalated   Resolved   Done       3%            19%               65%    ...
Charting
Charting
Monday-Friday resolve rateCharting
Monday-Friday resolve rateCharting
Monday-Friday resolve rate                             New YearCharting
Monday-Friday resolve rate                             New YearCharting
Monday-Friday resolve rate                             New YearCharting                                        Monday - Fr...
Monday-Friday resolve rate                             New YearCharting                                        Monday - Fr...
Monday-Friday resolve rate                             New YearCharting                                                  7...
2. Identify Waste
How we used to work
How we used to work• Look at issue in detail • Can I solve this or will someone else be better? • Can I or someone else le...
Wasteful
Wasteful• One issue could be reviewed multiple times• Five engineers taking 10 minutes each• No wonder it’s busy
Wasteful  • One issue could be reviewed multiple times  • Five engineers taking 10 minutes each  • No wonder it’s busy    ...
3. Remove Waste
Dispatcher Vs Engineer
Dispatcher Vs Engineer• Dispatcher • Triage New Issues • Monitor Critical issues • Monitor Escalations
Dispatcher Vs Engineer• Dispatcher                 • Engineers • Triage New Issues          • Only their 5-6 Issues • Moni...
Standups
Standups• Run by the Dispatcher
Standups• Run by the Dispatcher• Bulk assign issues
Standups• Run by the Dispatcher• Bulk assign issues• Reduce context switching
Standups• Run by the Dispatcher• Bulk assign issues• Reduce context switching
Standups• Run by the Dispatcher• Bulk assign issues• Reduce context switching
Standups• Run by the Dispatcher• Bulk assign issues• Reduce context switching
GreenHopper Awesome
GreenHopper Awesome• No downtime• Setup a Rapid Board• Live Prototyping and Configuration Changes
Old Wallboard
GreenHopper Rapid Board
Results
Measuring Success
Measuring Success• Response Time • Percentage of issues responded to within SLA• Escalation Rate • Percentage of issues th...
Why not Customer Satisfaction?
Why not Customer Satisfaction?• Sample size is smaller
Why not Customer Satisfaction?• Sample size is smaller• Up to one month delay
Why not Customer Satisfaction?• Sample size is smaller• Up to one month delay• Not suitable for measuring experiments
Why not Customer Satisfaction?• Sample size is smaller• Up to one month delay• Not suitable for measuring experiments• Dir...
Response Time
Response Time96%93%91%88%85%       Pre-Trial   Week 1   Week 2   Week 3   Week 4
Response Time96%93%91%88%85%       Pre-Trial       Week 1       Week 2       Week 3   Week 4                   Trial Team ...
Escalations     Trial Team   Non-trial Teams
Escalations             Trial Team         Non-trial Teams5.0%3.8%2.5%1.3% 0%       January       February
Escalations             Trial Team                     Non-trial Teams5.0%                            2.43%3.8%           ...
Escalations             Trial Team                                   Non-trial Teams5.0%                                  ...
Anecdotal Results
Anecdotal Results• Engineers are feeling more in control
Anecdotal Results• Engineers are feeling more in control• Less Stress
Anecdotal Results• Engineers are feeling more in control• Less Stress• High energy after a Wallboard Standup
Anecdotal Results• Engineers are feeling more in control• Less Stress• High energy after a Wallboard Standup• No impact on...
Issues handled
Issues handled• JIRA 5.0 and GreenHopper 5.9 Release• 9.6% increase in issues handled during the trial month • Results sti...
Future
Support Kanban Experiment
Support Kanban Experiment• Standard Process for two teams now
Support Kanban Experiment• Standard Process for two teams now• Rolling it out globally as the new standard
Support Kanban Experiment• Standard Process for two teams now• Rolling it out globally as the new standard• Trialling WIP ...
Support Kanban Experiment• Standard Process for two teams now• Rolling it out globally as the new standard• Trialling WIP ...
Where do I start?
1. Visualise
1. Visualise• Install GreenHopper
1. Visualise• Install GreenHopper• Create a Rapid Board
1. Visualise• Install GreenHopper• Create a Rapid Board
2. Identify Waste
2. Identify Waste• Find the biggest time vampires
2. Identify Waste• Find the biggest time vampires• Find Overlaps
2. Identify Waste• Find the biggest time vampires• Find Overlaps• Team vs Individuals
3. Remove Waste
3. Remove Waste• Use a dispatcher
3. Remove Waste• Use a dispatcher• Bulk issues by type whenever possible
3. Remove Waste• Use a dispatcher• Bulk issues by type whenever possible• Look at the reality of the work
3. Remove Waste• Use a dispatcher• Bulk issues by type whenever possible• Look at the reality of the work• Re-learn the wo...
Summary
Summary• Scaled our capacity
Summary• Scaled our capacity• Improved Quality
Summary• Scaled our capacity• Improved Quality• No negative impact to other teams
Contact meTwitter: @clepetitEmail: clepetit@atlassian.comChris LePetitService Enablement Engineer, Atlassian
Thank you!
Scaling a Global Support Team - Atlassian Summit 2012
Scaling a Global Support Team - Atlassian Summit 2012
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Scaling a Global Support Team - Atlassian Summit 2012

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Scaling a Global Support Team - Atlassian Summit 2012

  1. 1. Scaling a Global Support TeamTo resolve 1,500 requests a week usingKanban and GreenHopperChris LePetitService Enablement Engineer, Atlassian
  2. 2. • Background• The Experiment• The Results• Where to go next
  3. 3. Background
  4. 4. Who We Are• Grown from 70 to 100+ staff• Five Locations• 24/7 Availability• Up from 1k to 1.5k issues per week• Support with every product
  5. 5. The Problem
  6. 6. Our Problem• Scale
  7. 7. Our Problem• Scale
  8. 8. Our Problem• Scale 2011 2012 Staff Growth New Issues Growth
  9. 9. Affect on Engineers
  10. 10. Affect on Engineers• Silo-ed
  11. 11. Affect on Engineers• Silo-ed• Stressed
  12. 12. Affect on Engineers• Silo-ed• Stressed• More Interruptions
  13. 13. The Experiment
  14. 14. Where and when
  15. 15. Where and when• One trial team - Kuala Lumpur JIRA Team
  16. 16. Where and when• One trial team - Kuala Lumpur JIRA Team• Trial during JIRA 5 / GreenHopper 5.9 launch
  17. 17. Where and when• One trial team - Kuala Lumpur JIRA Team• Trial during JIRA 5 / GreenHopper 5.9 launch • Support processes must withstand a launch
  18. 18. 1. Visualise the Workflow
  19. 19. Unassigned Issues Everything Else
  20. 20. Unassigned Issues My Issues Everything Else
  21. 21. Unassigned Issues My Issues Waiting for Customer Escalated Resolved Done
  22. 22. Unassigned Issues My Issues Waiting for Customer Escalated Resolved Done
  23. 23. Unassigned Issues My Issues Waiting for Customer Escalated Resolved Done
  24. 24. Unassigned Issues My Issues Waiting for Customer Escalated Resolved Done
  25. 25. Unassigned Issues My Issues Waiting for Customer Escalated Resolved Done
  26. 26. Unassigned Issues My Issues Waiting for Customer Escalated Resolved Done
  27. 27. Unassigned Issues My Issues Waiting for Customer Escalated Resolved Done
  28. 28. Unassigned Issues My Issues Waiting for Customer Escalated Resolved Done
  29. 29. Unassigned Issues My Issues Waiting for Customer Escalated Resolved Done 3% 19% 65% < 1% 7%
  30. 30. Unassigned Issues My Issues Waiting for Customer Escalated Resolved Done 3% 19% 65% < 1% 7%
  31. 31. Unassigned Issues My Issues Waiting for Customer Escalated Resolved Done 3% 19% 65% < 1% 7% 33% return in 24 hours
  32. 32. Charting
  33. 33. Charting
  34. 34. Monday-Friday resolve rateCharting
  35. 35. Monday-Friday resolve rateCharting
  36. 36. Monday-Friday resolve rate New YearCharting
  37. 37. Monday-Friday resolve rate New YearCharting
  38. 38. Monday-Friday resolve rate New YearCharting Monday - Friday
  39. 39. Monday-Friday resolve rate New YearCharting Monday - Friday
  40. 40. Monday-Friday resolve rate New YearCharting 7 Day Timeout Monday - Friday
  41. 41. 2. Identify Waste
  42. 42. How we used to work
  43. 43. How we used to work• Look at issue in detail • Can I solve this or will someone else be better? • Can I or someone else learn from this? • Are we going to respond in time?• Compare global and personal queue • Work on the busiest
  44. 44. Wasteful
  45. 45. Wasteful• One issue could be reviewed multiple times• Five engineers taking 10 minutes each• No wonder it’s busy
  46. 46. Wasteful • One issue could be reviewed multiple times • Five engineers taking 10 minutes each • No wonder it’s busy los t a d ay ! man h o u rs s = Ov e r 11 r t Eng i ne e r 70 S u pp o 0 min u te s X1
  47. 47. 3. Remove Waste
  48. 48. Dispatcher Vs Engineer
  49. 49. Dispatcher Vs Engineer• Dispatcher • Triage New Issues • Monitor Critical issues • Monitor Escalations
  50. 50. Dispatcher Vs Engineer• Dispatcher • Engineers • Triage New Issues • Only their 5-6 Issues • Monitor Critical issues • Monitor Escalations
  51. 51. Standups
  52. 52. Standups• Run by the Dispatcher
  53. 53. Standups• Run by the Dispatcher• Bulk assign issues
  54. 54. Standups• Run by the Dispatcher• Bulk assign issues• Reduce context switching
  55. 55. Standups• Run by the Dispatcher• Bulk assign issues• Reduce context switching
  56. 56. Standups• Run by the Dispatcher• Bulk assign issues• Reduce context switching
  57. 57. Standups• Run by the Dispatcher• Bulk assign issues• Reduce context switching
  58. 58. GreenHopper Awesome
  59. 59. GreenHopper Awesome• No downtime• Setup a Rapid Board• Live Prototyping and Configuration Changes
  60. 60. Old Wallboard
  61. 61. GreenHopper Rapid Board
  62. 62. Results
  63. 63. Measuring Success
  64. 64. Measuring Success• Response Time • Percentage of issues responded to within SLA• Escalation Rate • Percentage of issues that need input from developers
  65. 65. Why not Customer Satisfaction?
  66. 66. Why not Customer Satisfaction?• Sample size is smaller
  67. 67. Why not Customer Satisfaction?• Sample size is smaller• Up to one month delay
  68. 68. Why not Customer Satisfaction?• Sample size is smaller• Up to one month delay• Not suitable for measuring experiments
  69. 69. Why not Customer Satisfaction?• Sample size is smaller• Up to one month delay• Not suitable for measuring experiments• Direct correlations to Response time and Escalation rate
  70. 70. Response Time
  71. 71. Response Time96%93%91%88%85% Pre-Trial Week 1 Week 2 Week 3 Week 4
  72. 72. Response Time96%93%91%88%85% Pre-Trial Week 1 Week 2 Week 3 Week 4 Trial Team Non-Trial Team
  73. 73. Escalations Trial Team Non-trial Teams
  74. 74. Escalations Trial Team Non-trial Teams5.0%3.8%2.5%1.3% 0% January February
  75. 75. Escalations Trial Team Non-trial Teams5.0% 2.43%3.8% 1.82%2.5% 1.22%1.3% 0.61% 0% 0% January February January February
  76. 76. Escalations Trial Team Non-trial Teams5.0% 2.43% 46.6% Drop!3.8% 1.82%2.5% 1.22%1.3% 0.61% 0% 0% January February January February
  77. 77. Anecdotal Results
  78. 78. Anecdotal Results• Engineers are feeling more in control
  79. 79. Anecdotal Results• Engineers are feeling more in control• Less Stress
  80. 80. Anecdotal Results• Engineers are feeling more in control• Less Stress• High energy after a Wallboard Standup
  81. 81. Anecdotal Results• Engineers are feeling more in control• Less Stress• High energy after a Wallboard Standup• No impact on non-trial team
  82. 82. Issues handled
  83. 83. Issues handled• JIRA 5.0 and GreenHopper 5.9 Release• 9.6% increase in issues handled during the trial month • Results still improved
  84. 84. Future
  85. 85. Support Kanban Experiment
  86. 86. Support Kanban Experiment• Standard Process for two teams now
  87. 87. Support Kanban Experiment• Standard Process for two teams now• Rolling it out globally as the new standard
  88. 88. Support Kanban Experiment• Standard Process for two teams now• Rolling it out globally as the new standard• Trialling WIP limits
  89. 89. Support Kanban Experiment• Standard Process for two teams now• Rolling it out globally as the new standard• Trialling WIP limits• Reducing Timeout Length
  90. 90. Where do I start?
  91. 91. 1. Visualise
  92. 92. 1. Visualise• Install GreenHopper
  93. 93. 1. Visualise• Install GreenHopper• Create a Rapid Board
  94. 94. 1. Visualise• Install GreenHopper• Create a Rapid Board
  95. 95. 2. Identify Waste
  96. 96. 2. Identify Waste• Find the biggest time vampires
  97. 97. 2. Identify Waste• Find the biggest time vampires• Find Overlaps
  98. 98. 2. Identify Waste• Find the biggest time vampires• Find Overlaps• Team vs Individuals
  99. 99. 3. Remove Waste
  100. 100. 3. Remove Waste• Use a dispatcher
  101. 101. 3. Remove Waste• Use a dispatcher• Bulk issues by type whenever possible
  102. 102. 3. Remove Waste• Use a dispatcher• Bulk issues by type whenever possible• Look at the reality of the work
  103. 103. 3. Remove Waste• Use a dispatcher• Bulk issues by type whenever possible• Look at the reality of the work• Re-learn the work you do
  104. 104. Summary
  105. 105. Summary• Scaled our capacity
  106. 106. Summary• Scaled our capacity• Improved Quality
  107. 107. Summary• Scaled our capacity• Improved Quality• No negative impact to other teams
  108. 108. Contact meTwitter: @clepetitEmail: clepetit@atlassian.comChris LePetitService Enablement Engineer, Atlassian
  109. 109. Thank you!

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