Performance Analysis Techniques And Metrics

Sample Solution

  As the newly promoted performance engineering manager of the end user support organization, you have been tasked with improving the performance of the organization. The organization currently has employees working from home with laptop computers and some still in the office using laptop and desktop computers. End user requests come in around the clock, at various rates, and via calls, online requests, or walk-ins.

Full Answer Section

  Challenges There are a number of challenges that the end user support organization faces. These challenges include:

• Varying levels of technical expertise: The employees who work from home may have different levels of technical expertise than the employees who work in the office. This can make it difficult to provide consistent support to all employees.
• Different communication channels: The end user support organization receives requests through a variety of channels, including calls, online requests, and walk-ins. This can make it difficult to track requests and ensure that they are all handled in a timely manner.
• Peak load times: The end user support organization experiences peak load times during certain parts of the day, such as when employees are first starting their workday or when there is a major system outage. This can make it difficult to provide timely support to all employees.

Strategies for Improvement There are a number of strategies that can be used to improve the performance of the end user support organization. These strategies include:

• Implementing a knowledge base: A knowledge base can be used to store information about common problems and their solutions. This can help to reduce the amount of time that support technicians spend troubleshooting problems.
• Using a ticketing system: A ticketing system can be used to track requests and ensure that they are all handled in a timely manner. This can help to improve the efficiency of the support organization.
• Providing training to employees: Training can be provided to employees on how to use the company's computer systems and how to troubleshoot common problems. This can help to reduce the number of requests that are sent to the support organization.
• Establishing clear SLAs: SLAs (service level agreements) can be established with employees to define the level of support that they can expect to receive. This can help to manage expectations and ensure that employees are satisfied with the level of support that they receive.

Conclusion By implementing these strategies, the performance of the end user support organization can be improved. This will help to ensure that employees can get the support they need when they need it, which can improve employee productivity and satisfaction. Additional Thoughts In addition to the strategies mentioned above, there are a number of other things that can be done to improve the performance of the end user support organization. These include:

• Investing in new tools and technologies: New tools and technologies can help to improve the efficiency of the support organization. For example, a remote desktop tool can be used to allow support technicians to access employee computers remotely, which can save time and improve the speed of resolution.
• Reorganizing the support organization: The support organization can be reorganized to improve efficiency. For example, the support organization can be divided into teams based on expertise or location. This can help to ensure that employees are able to get the support they need from the most qualified technicians.
• Creating a culture of continuous improvement: A culture of continuous improvement can be created within the support organization. This can help to ensure that the organization is always looking for ways to improve its processes and procedures.

By implementing these strategies, the performance of the end user support organization can be significantly improved. This will help to ensure that employees can get the support they need when they need it, which can improve employee productivity and satisfaction.