In my current project our work involves solving the problem tickets raised by th

Question

In my current project our work involves solving the problem tickets raised by the customer in our application. Few months back we have undergone a situation where our performance measurement metrics were changed. Before that the performance was determined only by the supervisor evaluation and our management decided to implement new process where the performance would depend mainly on the number of problem tickets solved by each executive. The change implementation affected the team performance and the members started giving more importance to individual numbers than overall team performance. Before the change implementation senior members in the team used to help the juniors for solving customer issues and after the implementation they started considering working on others ticket as a threat for their performance. This led to many issues including more customer complaints as the quality of solutions were affected. Many customers were dissatisfied with the solutions given and escalated the tickets to the senior management. The entire process was affected with tension and stress and conflicts became common.

The change was not properly planned and executed which affected the overall project performance. I have a better suggestion to improve the situation and process in this scenario. I would be able to address the situation better by including overall team performance and customer satisfaction score as the extra criteria for measuring the performance of each team members. When the team members find their rating affected by overall team rating, the members would try to improve the performance of low performers as the main cause for reduced team performance is the low performers. The team would try to bring quality in answers in order to reduce customer complaints. The risks include the chances of reduction in total number of complaints solved and extra requirement for doing customer satisfaction survey. The survey can be treated as an experiment as we have not done for individual performance before and the nature and response of the customers vary from case to case.

The tradeoffs include the tradeoff between the number of tickets and quality of tickets which increases the team performance. The potential benefits include increase in overall performance, higher C-sat, improved collaboration between team members and better team work. The quality of the solutions also increases.

To implement the changes the strategy should be defined on the percentage of each criteria in determining the overall individual performance. Separate provision should be given while closing the ticket to track the customer response. Appropriate changes should be made on the application to include the requirements.

When we consider overall team performance for pay hike and other benefits, the chances of huge difference in payment to the employees within the team reduces and this will help to reduce the chances of employee dissatisfaction. The senior member acts as motivation for the junior employees and when they are given good opportunities with the performance the commitment towards the project as well as the organization increases.

Explanation / Answer

Write a paper (2-3 pages in length) that outlines a situation resulting from a non-existent or poorly implemented process in your work environment (past or present). Explain how you might be able to become a better leader by improving the process (or processes). What kinds of risk-taking and experiments might you be able to undertake? What are the tradeoffs and potential benefits? Describe the planning required to lead the process change. How will you build commitment within the organization?

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