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iCentral Restructuring


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Process and Staff Improvement

Published in: Business
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iCentral Restructuring

  1. 1. Team Staff Meeting – 7/16/08
  2. 2. Agenda • Week Update 20 min. All • Support Funnel 10 min. John • Weekly Worksheet 10 min. John • Set-Up Requirements 5 min. John • Q&A 15 min. All Estimated Time 1 hrSaturday, December 8, 2012 SPYSINGER Inc. - Confidential 2
  3. 3. Week Update • Mrunal Catch-up • Mike • Mohammed (support) • support center project list and BAU listsSaturday, December 8, 2012 SPYSINGER Inc. - Confidential 3
  4. 4. Support Funnel • optimized processes for handling trouble ticket receipt, tracking, technical resolution and client communications. • easily adaptable to software-based development and support organizations. • helps the technical team think through the logical sequence of support activity steps so that their individual detailed plans are well synchronized in a reasonable non-helter-skelter manner. • helps C-level managers plan weekly To-Do Lists and organize resources in a more productive manner. • helps o ensure that support activity is properly traversed, the apropos resources dispatched and clients are properly communicated with.Saturday, December 8, 2012 SPYSINGER Inc. - Confidential 4
  5. 5. Support FunnelSaturday, December 8, 2012 SPYSINGER Inc. - Confidential 5
  6. 6. Weekly Worksheet• To-Do worksheets are used by the technical staff for capturing and tracking critical tasks• Worksheets keep tasks prioritized so that staff energy goes into what’s most important using established business guidelines to eliminate the “noise”• They are individualized tactical plans to help staff stay aligned to business (client) objectivesSaturday, December 8, 2012 SPYSINGER Inc. - Confidential 6
  7. 7. Weekly Worksheet Weekly WorksheetWeek of: 14-Jul-08Programmer: Mrunal HOURS METRICS Priority Est. Wkly Hours On Target Goal Client Type Task Name (% weight) Status Start Date End Date Complexity % Complete Hours Spent Dist On Time On Budget (quality) WSS Weekly ScoreClient Stabilization HTA Project Payroll 35 WIP 7/15/2008 8/1/2008 5 80 9 12.25 5 under budget 5 15 GREATClient Stabilization HTA Project iClaims additions 30 WIP 7/16/2008 8/2/2008 3 50 14 10.5 3 over budget 5 9 GREATClient Stabilization HTA Project Remitt 20 ASA 7/17/2008 8/3/2008 3 50 7 7 3 on budget 3 9 GREATClient Stabilization HTA Support bug 1 10 COMP 7/18/2008 8/4/2008 4 10 3 3.5 3 under budget 3 11 GREATClient Stabilization HTA Support bug 2 5 WIP 7/19/2008 8/5/2008 5 10 2 1.75 2 over budget 1 4 BAD 100 35 3.2 3.4 BAD Saturday, December 8, 2012 SPYSINGER Inc. - Confidential 7
  8. 8. Weekly WorksheetLegend:Goal: The iCentral business objective. (auto-filled)Client: The customer. (auto-filled)Type: The work type (e.g., project, support) (auto-filled)Task Name: The working name of this task. (auto-filled)Priority (% weight): The amount in % of time /effort required . This value establishes a priority and is used to distribute time against the total work week (max.35 hrs) (auto-filled)Status: Enter the current state of this task. (e.g., WIP (work in progress,) NS (not started), COMP (completed) or ASA (awaiting sponsor approval to begin) )(manual)Start and End Dates: This is filled from the project plan and depicts the estimated start and end dates for this task. (auto-filled)Complexity: Enter the complexity for this task on a scale of 1 to 5 - with 5 being highly complex, and 1 being low complexity. (manual)% Complete: Enter your estimation of how far into the task you are. (manual)Hours Spent: Enter the number of hours youve spent on this task for this week. (manual)Estimated Weekly Hours Distributed: This value depicts the estimated amount of time expected to be used against this task. (calculated)On Time: Enter how "on time" you feel you are working on this task. Do you believe you will meet the set due date? (e.g., 5=ahead of schedule, 4=slightlyahead, 3=on schedule, 2=slightly behind, 1 = totally off) (manual)On Budget: This value is calculated automatically by factoring the actual weekly hours spent against the estimated weekly hours distributed. (calclated)On Target (quality): Enter the degree of quality you believe your solution delivers. That is, how well do you feel your solution will satisfy the businessrequirement. (e.g., 5= over exceeds, 4=exceeds, 3=meets requirement, 2=under exceeds, 1=misses expectation) (manual)Weekly Score: This calculation determines how well you are tracking for this task overall for this week. (calculated)Saturday, December 8, 2012 SPYSINGER Inc. - Confidential 8
  9. 9. Set-up Requirements • Need to assess Support Center to find the best way to extract data automatically and regularly • Need to work with staff to understand individual roles within the funnel:  Ticket Receipt  Level 1  Level 2  Level 3 • Need to institutionalize all workflow documentation (i.e., weekly worksheets, plans, change-orders, etc.) • Emphasize the mantra: “Everything has a Cost!!” • Move slow…move confidently…Saturday, December 8, 2012 SPYSINGER Inc. - Confidential 9