RE: Measuring TW Performance

Subject: RE: Measuring TW Performance
From: CGiordano -at- EvergreenInvestments -dot- com
To: "Brasel, Russell" <russell -dot- brasel -at- hccredit -dot- com>
Date: Wed, 13 Dec 2006 13:50:06 -0500


Russell,
in the meantime, you should start recording how long it takes to complete
certain kinds of documents now to give yourself a realistic baseline for the
future. I don't hold with "pages per day" or "words per hour" but as Dori's
excellent examples show it is quite possible to do some bean
counter-friendly quantification of what we do and how well we do it.
When I worked exclusively in IT Operations, I had a whole set of category,
type and item help requests in the help desk system. After a year I had a
baseline average of how long it took my team to turn around certain
documentation/communications types. This ran the gamut of writing
notification emails about maintenance and downtime (30 minutes), to
developing IT policy documents (180 hours+) Then we could put in
performance improvement metrics (reducing turnaround time is always a good
one) based on the stuff the bean counters could understand. If I had it to
do over, I would add a set of metrics like Dori created to what I did for
daily performance.
Connie P Giordano, M A
Senior Technical Advisor/Technical Writer
Evergreen Investments
704/383-4405
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References:
RE: Measuring TW Performance: From: Brasel, Russell

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