Background
In May 2009, the reorganization of CSS lead to a revamping of responsibility for process measures, namely to export more of the responsibility for collection to the relevant manageriate, as well as more belief in their meaning. This forces a renewed attention to documenting the tools and processes used in collection and analysis, as well as a reconsideration of what exactly is getting collected and reported. The Help Desk is first.
Near-Term Goals for Help Desk Metrics and Reporting
- increase local responsibility for the act of measuring. (Rob practices letting go; Barbara Johnson takes more responsibility; both work more collaboratively.)
- increase local ownership of the meaning of the numbers.
Components of how this will look...
- Position the collection and reporting tools for easier collaboration.
Rob's laptop now owns all the files; yes, backups are made. A shared filesystem would be a better idea -- the Help Desk does not run a fileserver, Barb G says, so we'll rely on AFS until they do. Quota is a concern. - Switch from RT-export to Warehouse-export for dashboards and for monthly case-analysis.
Resolve to just live with the reduced reporting capability for certain variables, and enjoy the enhanced reporting of certain others (that the help desk arguably would find more useful anyway). - Document / Diagram the locations, paths and processes where data is generated, recorded, reported.
Draw arrows and make labels. - Play out the Measures Architecture model for all the variables reported on.