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Survey Results: What Slows Down Team Productivity

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Team productivity is the key to any successful organization. But, there are things, like coverage issues and time wasters, that can slow the team down. Review the results of the OTRS productivity survey to see if it applies to your team.

Published in: Business
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Survey Results: What Slows Down Team Productivity

  1. 1. What’s Slowing Your Team? A survey conducted by the OTRS Group – Summer 2018
  2. 2. © OTRS Group Survey Overview OTRS Group conducted a survey in June 2018 to determine what issues employees face that slow down their work. People surveyed were asked about their work habits and day-to-day challenges.
  3. 3. © OTRS Group Survey Respondents To gain a broad international perspective, OTRS Group surveyed 500 people: ✓ Ranging in age from 35 – 54. ✓ Located in Brazil, the United States and Germany. ✓ Who were employed.
  4. 4. © OTRS Group The breakdown Time spent searching Question: How much time do you spend at work EACH DAY searching for information? Top Answer: 31.6% claimed that they spend between ½ to 1 hour a day searching for information. 0 20 40 60 80 100 120 140 160 180 Less than 1/2 hour 1/2 - 1 hour 1 - 2 hours More than 2 hours
  5. 5. © OTRS Group The breakdown Email management Question: How much time do you spend, on average, sorting emails? Top Answer: 32.2% claimed that they spend about an hour per day sorting through emails. 12% 22% 32% 22% 12% Less than 1 hour per week 1 - 2 hours per week About an hour a day About 10 minutes a day Less than 10 minutes per day
  6. 6. © OTRS Group The breakdown IT issues Question: How much time do you lose each day because of struggling with IT issues? Top Answer: 32.0% spend less than 10 minutes a day struggling with IT issues.
  7. 7. © OTRS Group The breakdown Mistakes made Question: Which of the following "faux pas" (mistakes) have happened to you? Top Answer: 20.6% have sent an email to the wrong distribution list. 20% 10% 16% 17% I sent an email to the wrong distribution list. I sent out sensitive company data. I made a customer feel frustrated because I couldn’t answer a question. I got sick and could not transition my work. I missed critical deadlines. 15%
  8. 8. © OTRS Group The breakdown Email frustrations Question: What bothers you most about managing your email? Top Answers: It was a tie. 25.5% said people copy them on too many things they don’t need to know about. The same said that they forgot to do things. 25% 17% 26% 17% 15% People copy me on too many things I don't need to know about. I can never find the right email to reply to. Forget to do things because they are at the bottom of the pile. It takes me too long to sort. Email doesn't bother me.
  9. 9. © OTRS Group The breakdown Team coverage Question: Approximately how often do you cover for a colleague who is out of the office? Top Answer: 28.4% say several times a month. 26.80% 28.40% 23% 21.80% Several times a YEAR. Several times a MONTH. EVERY week. It never happens. 0.00% 5.00% 10.00% 15.00% 20.00% 25.00% 30.00%
  10. 10. © OTRS Group The breakdown Coverage challenges Question: What is the biggest challenge about taking over a task from another colleague? Top Answer: 37.0% say getting background information is the biggest challenge. 0 5 10 15 20 25 30 35 40 Understanding the task status. Getting background information. Knowing who to contact to complete the task. Other
  11. 11. © OTRS Group The breakdown Time taken to cover Question: How much time does it add to your workday when a colleague is out? Top Answer: 33.0% say it adds ½ to one hour per day when they need to cover for a colleague. 29% 33% 27% 11% Less than 1/2 hour 1/2 to 1 hour 1 - 2 hours More than 2 hours
  12. 12. © OTRS Group The breakdown Instead of covering . . . Question: If you had an additional 5 hours of professional time each week, how would you use it? Top Answer: 29% say they would get tasks done so that they could move on to their personal lives. 29% 26% 26% 19% To get tasks done so I don't have to stay late. I want to get to my personal life. To move projects that are important to me forward so that I feel more fulfilled in my role. To look at new opportunities for the team or organization so that I can move forward in my career. To help other team members learn, just because it's nice.
  13. 13. © OTRS Group Who is OTRS Group? Customer Agents OTRS Group is the source code owner and leading solution provider of OTRS, which is a service management suite that structures communication and automates workflows.
  14. 14. © OTRS Group Learn More about OTRS E: sales@otrs.com Visit us online to learn more about streamlining your team’s workday by adding structure and order to tasks and communication.
  15. 15. Thank you!

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