1. Case Study: Improving the Ticket Resolution Time

2. Project Summary Business Problem
Executive Summary: The production support projects receive basically three types of problem tickets raised by the customer (Priority 1, Priority 2 and Priority 3). The time taken to close CCF related tickets varied from Hrs to 4.96 Hrs for P2 & from Hrs to 5.17 hrs for P3. It was realized that reducing the variation will lead to better planning of resources, Lower Effort and Schedule variation and effective increase the loading factor.
Business
Problem
High effort variation is leading to overloading of resources.
The current variation for P2 tickets is from Hrs to 4.96 Hrs and the variation for P3 tickets is from Hrs to 5.17 Hrs
Statistical
Problem
CCF (Communication Control Facility) related tickets of P3 have Sigma Value of 1.51 and P2 have Sigma Value of 0.63
Statistical
Solution
Vital X1: Reassigning problems
Vital X2: Monitoring tickets marked to other Queues
Vital X3: Investigation issues
Business
Solution
Identification of frequently occurring issues, Preparation of Handy documents Preparation of KT Schedule, Collecting the present Proficiency level of the team members, Providing the required training, Confirm with the support members and then re-assign the problem after notifying the concerned support group, Collect feedback

3. Project Summary
RANGE BEFORE
RANGE AFTER

4. Project Summary P2 – Priority “2” Tickets P3 – Priority “3” Tickets
Dispersion in closing the CCF related tickets
P3 Tickets
Before
After
P2 Tickets P2
Tickets
Z-Short Term
1.51
>6.0
0.63
3.0
Mean (Hours)
12.950
4.936
20.17
9.33
Standard Deviation (Hours)
18.976
2.614
24.13
4.89
Data Points
915
129
218 6
P2 – Priority “2” Tickets
P3 – Priority “3” Tickets

5. Process Capability
Before
After
Process capability for P2 Tickets