P&G currently tracks efforts in three different systems.
• HPSAW (P&G)
• WOTS (Working Order Ticket System)
• Time Sheets (Mindtree)
The team finds this to be very time-consuming.
I met with the team to chat and design a survey that was given to about twelve participants from the P&G team and four from the management team at P&G.
• Majority of respondents say that 90% of the time they are occupied
• They are ok with either email or phone as a means of communication
• 30%-50% of their time is spent on coordinating activities
• Effort on HPSAW and WOTS is about 40%
• 30 minutes spent daily on timesheets
• Other general observations seemed to favor a single tool and simplify the
process.
From the management team, we learned that:
• Issues concerning team morale and team retention
• Focused on measuring and monitoring against SLA
• Learning and knowledge transfer
• One channel for communication
• Need team to track their hours
• Need to be more proactive rather than reactive
Tv Dashboard at team site
Tv Dashboard at team site
Whiteboarding Gamification Strategies, Personas, and Concepts Ticket Flow White Board Annotations are Based on the conversations and information collected from the team.
In collaboration with the team’s managers, I proposed four different solutions. A Dashboard along with KPIs to keep an eye for. This can increase transparency and accountability for all team members. A second solution is a tool in the form of a widget for the team to monitor, coordinate and track their efforts against the SLAs in one place. The third concept reduces input efforts by only entering billable hours and calculating the non-billable hours based on the gap. Once these hours are input into one of the systems, then automate it to upload this data into the remaining places. There are third-party applications that can facilitate this, like zappier. And the last concept tries to anticipate the user’s input by creating predefined tasks and activities, which the employees can just click and confirm, or change as required and submit. To encourage the inclusion of good non-billable tasks, such as “Lunch,” “Self-Study,” “No Work,” etc., the interface can add these types as well.
