Hi,
My peers and I are currently putting together Performance Reviews for our staff.
We are debating a target that we are looking to set our team leaders who each manage a number of Dispatchers (call center type of environment 7:30am to 4:00pm who create and issue work to a direct labour work force in a Gas Utility).
The objective is around managing an adequate level of Dispatcher resource (this is variable as it is determined by seasonal workloads, and there are a number of part time staff). I am struggling to set a measure against this object due to the variables involved.
Can anyone help??
Many thanks,
Paul.
Need more info
Do they respond to calls, or are these scheduled ahead of time?
John Hack
Repy
John,
The Dispatchers respond to ad-hoc calls from field workers in Operations. They also make calls to the field to issue faults that require attendance within a specified time limit.
Paul Vaughan
Measure response time
Try measurements that capture response times to the ad-hoc calls, or what percentage the "attendance within a specified time limit" is acheived. Responsiveness should be relatively free from seasonality (unlike volume).
John Hack