1 / 11

Tracking Productivity at Kodak’s Technical Support Center

Tracking Productivity at Kodak’s Technical Support Center. Heidi Huber John Rosenbaum Amy Stokes. Background of Kodak Health Imaging. Involved in health imaging for over a century. Sells hardware and software involved in every facet of health imaging.

odette-everett
Download Presentation

Tracking Productivity at Kodak’s Technical Support Center

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Tracking Productivity at Kodak’s Technical Support Center Heidi Huber John Rosenbaum Amy Stokes

  2. Background of Kodak Health Imaging • Involved in health imaging for over a century. • Sells hardware and software involved in every facet of health imaging. • Technical support call center in Dallas. • Responsible for a select group of hardware.

  3. Details of the Call Center • Open 24/7 • Divided in two levels • Level 1 – Simple, immediate support • Level 2 – Complex, higher skilled techs • Cases tracked using Vantive • Problems solved using several methods

  4. Tracking Productivity • Basic model that existed prior to our analysis tracked productivity at a dismal 39%. • Management is convinced that actual productivity is much higher than 39%. • At 39% over 90 work days per year are spent not working. • Based estimate on time entered in Vantive. • Took into account some legitimate untracked activities. • Target productivity rate is 70%.

  5. Our Job • Determine the reason productivity is reported at 39%. • Answer 3 main questions: • Do the technicians accurately track their own time? • Are there any duties they perform that are not currently accounted for? • Are the current recorded miscellaneous duties estimated accurately? • Present an updated more accurate model. • Make recommendations regarding the future tracking of productivity.

  6. The Productivity Model • Level 2 support technicians take an average of 3.36 cases per day. • Estimation of time was off by an average of 2.167 minutes per call with an average of 2 calls per case. • Support technicians do not track time spent assisting other colleagues with cases. • Observed to be approximately 45 minutes per day.

  7. Productivity Model • Other indirect factors included in model: • Training • Vacation • Sick Leave • Holidays • E-mail and Voice Mail • Meeting and Special Projects • The updated model estimates productivity more accurately at 64%

  8. Possible Sources of Error • Support technicians modifying normal behavior because they are under observation. • Graveyard shift employees handle a greatly reduced number of cases. • Volume of cases potentially sporadic.

  9. Recommendations • Periodic observation of staff to obtain valid estimates of indirect hours and unreported time. • Small adhesive clock that attaches to monitor to ease the tracking of time spent on a call. • Gather input directly from support technicians regarding where they feel most of their time is spent.

  10. Conclusion • Two elements were left out of Kodak’s original productivity model: • Underestimated time. • Time spent helping colleagues. • Not enough time was allocated to e-mail and voice mail in the original model. • The more accurate productivity report of 64% puts the Dallas Level 2 call center only 6% away from their target.

More Related