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Method or system to analytically assess the complexity of problem statement and provide realtime ETA & aide to Product Improvement

IP.com Disclosure Number: IPCOM000243840D
Publication Date: 2015-Oct-20
Document File: 2 page(s) / 63K

Publishing Venue

The IP.com Prior Art Database

Abstract

Method or system to analytically assess the complexity of problem statement and provide realtime ETA

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Method or system to analytically assess the complexity of problem statement and provide realtime ETA & aide to Product Improvement

In today's scenario in support side of software business it is always a debate about the quantity handled by a headcount.

Given the nature of problem we are dealing with today, it is important to assess the complexity of the issues based on an algorithm and derive the complexity scale and estimate an approximate Turn Around time. In addition to that we should be able to derive Serviceability input as a by product since we already assessed the complexity pointers and how to simply and give a better customer experience


1. Determine PMR complexity dynamically based on interactive customer and product experience


2. Derive fact based turnaround based on complexity and set real-time expectation

There are no ready or automated mechanism available today in Support Industry to determine the PMR complexity out of the box, so the below method will collectively give us a broader picture and the out come we are looking for in terms of the complexity analysis. Each of the criteria below will have values assigned which would help us draw a conclusion.

Method of implementing:


1. Leverage PQI Metrics (Perceived Quality Index) of products to assess the overall value of the product which covers complexity as well
2. HPP (Hours per PMR) to determine the average time spent on any given issue per products
With the above two methods we can overall arrive at...