© Copyright 2010 Hewlett-Packard Development Company, L.P. 1© Copyright 2010 Hewlett-Packard Development Company, L.P.
METRICS GSCS PMT
Bret Bullard8/2/2010
- Turnaround Time - Quality of Routing - Quality of Assessment
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TAT
May-2010
Request No. Region Category Assigned to Group
Request Status Status Changed Time Entered By
170 Americas
GTS PM Review New 5/19/2010 12:02:27 PM Jardon, Diana Mary
170 Americas
GTS PM Review In Progress 5/19/2010 12:29:14 PM Medrano, Claudia
170 Americas
GTS Assigned to Category
In Progress 5/21/2010 3:17:03 PM Medrano, Claudia
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TAT AND ON HOLD ISSUES
May-2010Request No. Region
Category Assigned to Group
Request Status Status Changed Time Entered By
156 EMEA Telecom PM Review New 5/18/2010 8:23:19 AM Brossard, Cedric
156 EMEA Telecom PM Review On Hold 5/18/2010 9:24:44 AM Colomo, Xavier
156 EMEA Telecom PM Review In Progress 5/19/2010 1:13:23 AM Colomo, Xavier
156 EMEA Telecom Assigned to Resource
In Progress 5/19/2010 3:19:57 AM Colomo, Xavier
May-2010Request No. Region
Category Assigned to Group
Request Status Status Changed Time Entered By
156 EMEA Telecom PM Review New 5/18/2010 8:23:19 AM Brossard, Cedric
156 EMEA Telecom PM Review On Hold 5/18/2010 9:24:44 AM Colomo, Xavier
156 EMEA Telecom Assigned to Resource
In Progress 5/19/2010 3:19:57 AM Colomo, Xavier
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May-2010Request No.
Region Category Assigned to GroupRequest Status
Status Changed Time Entered By
181 APJ GTS PM Review New 5/20/2010 12:27:18 AM Wong, Ivan
181 APJ GTS PM Review In Progress
5/20/2010 1:52:13 AM Tan, Meng Leong
181 APJ GTS PM Review On Hold 5/20/2010 9:17:25 PM Tan, Meng Leong
181 APJ GTS PM Review In Progress
5/20/2010 9:28:08 PM Tan, Meng Leong
181 APJ GTS Assigned to Category In Progress
5/20/2010 11:28:08 PM Tan, Meng Leong
181 APJ GTS Assigned to Sourcing Center
In Progress
5/24/2010 9:05:12 PM Lau, Rudolf
181 APJ GTS Assigned to Sourcing Center
In Progress
5/25/2010 11:16:27 AM Diaz, Greta
TAT AND ON HOLD ISSUES
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NR VOLUMES (APRIL/MAY/JUNE)
Feb March April May June July0
50
100
150
200
250
300
AMS/GlobalEMEA/APJ
Monthly Totals 103 152 162 250 274 524
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AMS/Global AMS/GLOBAL
Avg. TAT1day 10 hrs. 47 mins.
May requests are from May 12th to May 31st due to release of redesigned tool.
Requests placed On HoldRequests that should have
been placed On HoldRequests took longer than 1
day turnaround time but had no need to be placed
On HoldRequests with TAT less than
1 day
Avg. TAT 23 hrs. 56 min.
11%
30%
14%
44%
May 201090 Requests
51%
20%
7%
22%
June 2010166 Requests
51%
3%11%
34%
July 2010244 Requests
Avg. TAT18 hr. 11 min.
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EMEA/APJ
Requests placed On HoldRequests that should have
been placed On HoldRequests took longer than 1
day turnaround time but had no need to be placed
On HoldRequests with accurate TAT
calculations
EMEA/APJ
Avg. TAT19 hrs. 29 mins.
Avg. TAT19 hrs. 48 mins.
May requests are from May 12th to May 31st due to release of redesigned tool.
43%
12%
45%
May 2010214 Requests
46%
2%3%
49%
June 2010214 Requests
38%
2%6%
54%
July 2010280 Requests
Avg. TAT17 hrs. 33 mins.
May 201082 Requests
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VOLUMES—ON HOLD ERROR
Requests placed On HoldRequests that should have
been placed On HoldRequests took longer than 1
day turnaround time but had no need to be placed
On HoldRequests with accurate TAT
calculations
May June JulyAMS/Global 2010
0
50
100
150
200
250
10
84118
27
34
8
13
1126
40
37
80
May June JulyEMEA/APJ 2010
0
50
100
150
200
250
300
35
99 970
4 4
10
7 15
37
104136
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QUALITY OF ROUTING & ASSESSMENT
Improvements to the NR form
Request statusNew
In ProgressRejectedCompletedReturn to Partner Manager
Was PM assessment/recommendation helpful or useful?
N/AYesNo
Return to Business PartnerOn Hold
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WHAT’S BEEN UPDATEDMeetings
- Luiza
- Jeff & Teresa
- PM Teams
- Reporting individuals- Luiza
- Jeffery & Matthew
- Teresa
Objectives & Solutions
- TAT for category
- Implement NR form updates with NR tools team and Jeff
- Create a complete walkthrough on how to calculate an accurate TAT assuming that the appropriate changes have been completed. (Goal: 80% of the requests can be used to calculate TAT.)
- Create a complete walkthrough on how to calculate an accurate TAT by category.
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TIME CONSTRAINTS UPDATEDCalculating an accurate TAT for a month with automated reporting in
Access
*Thanks to Jeffrey Clayton and Matthew Costello
– An experienced reporter (1.5 hrs.)
– A knowledgeable reporter (3 hrs.)
– Someone following a written walk through (5 hrs.)
Calculating TAT for all requests including the ones placed On Hold
– Encompasses all requests but not as accurately (3 min.)
Calculating TAT by category
– Calculating TAT of the PM for each category (3 min.)
(2-3 min.)
(3 min.)
(5 min.)
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DOCUMENTATIONTAT
– Access and Excel reports for checking accuracy of data w/ walk through• Creating the pie charts and volume graphs
– Automated reports from Access w/ walk through document
– Volume reports
– System Suggestions/Recommendations Document
– Mid-summer & Final presentation slide show
Quality of Routing/Assessment
– GSCS efficiency metric
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