© Copyright 2010 Hewlett-Packard Development Company, L.P.    1© Copyright 2010 Hewlett-Packard Development Company, L.P.   

METRICS GSCS PMT

Bret Bullard8/2/2010

- Turnaround Time - Quality of Routing - Quality of Assessment

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TAT

May-2010

Request No. Region Category Assigned to Group

Request Status Status Changed Time Entered By

170 Americas

GTS PM Review New 5/19/2010 12:02:27 PM Jardon, Diana Mary

170 Americas

GTS PM Review In Progress 5/19/2010 12:29:14 PM Medrano, Claudia

170 Americas

GTS Assigned to Category

In Progress 5/21/2010 3:17:03 PM Medrano, Claudia

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TAT AND ON HOLD ISSUES

May-2010Request No. Region

Category Assigned to Group

Request Status Status Changed Time Entered By

156 EMEA Telecom PM Review New 5/18/2010 8:23:19 AM Brossard, Cedric

156 EMEA Telecom PM Review On Hold 5/18/2010 9:24:44 AM Colomo, Xavier

156 EMEA Telecom PM Review In Progress 5/19/2010 1:13:23 AM Colomo, Xavier

156 EMEA Telecom Assigned to Resource

In Progress 5/19/2010 3:19:57 AM Colomo, Xavier

May-2010Request No. Region

Category Assigned to Group

Request Status Status Changed Time Entered By

156 EMEA Telecom PM Review New 5/18/2010 8:23:19 AM Brossard, Cedric

156 EMEA Telecom PM Review On Hold 5/18/2010 9:24:44 AM Colomo, Xavier

156 EMEA Telecom Assigned to Resource

In Progress 5/19/2010 3:19:57 AM Colomo, Xavier

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May-2010Request No.

Region Category Assigned to GroupRequest Status

Status Changed Time Entered By

181 APJ GTS PM Review New 5/20/2010 12:27:18 AM Wong, Ivan

181 APJ GTS PM Review In Progress

5/20/2010 1:52:13 AM Tan, Meng Leong

181 APJ GTS PM Review On Hold 5/20/2010 9:17:25 PM Tan, Meng Leong

181 APJ GTS PM Review In Progress

5/20/2010 9:28:08 PM Tan, Meng Leong

181 APJ GTS Assigned to Category In Progress

5/20/2010 11:28:08 PM Tan, Meng Leong

181 APJ GTS Assigned to Sourcing Center

In Progress

5/24/2010 9:05:12 PM Lau, Rudolf

181 APJ GTS Assigned to Sourcing Center

In Progress

5/25/2010 11:16:27 AM Diaz, Greta

TAT AND ON HOLD ISSUES

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NR VOLUMES (APRIL/MAY/JUNE)

Feb March April May June July0

50

100

150

200

250

300

AMS/GlobalEMEA/APJ

Monthly Totals 103 152 162 250 274 524

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AMS/Global AMS/GLOBAL

Avg. TAT1day 10 hrs. 47 mins.

May requests are from May 12th to May 31st due to release of redesigned tool.

Requests placed On HoldRequests that should have

been placed On HoldRequests took longer than 1

day turnaround time but had no need to be placed

On HoldRequests with TAT less than

1 day

Avg. TAT 23 hrs. 56 min.

11%

30%

14%

44%

May 201090 Requests

51%

20%

7%

22%

June 2010166 Requests

51%

3%11%

34%

July 2010244 Requests

Avg. TAT18 hr. 11 min.

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EMEA/APJ

Requests placed On HoldRequests that should have

been placed On HoldRequests took longer than 1

day turnaround time but had no need to be placed

On HoldRequests with accurate TAT

calculations

EMEA/APJ

Avg. TAT19 hrs. 29 mins.

Avg. TAT19 hrs. 48 mins.

May requests are from May 12th to May 31st due to release of redesigned tool.

43%

12%

45%

May 2010214 Requests

46%

2%3%

49%

June 2010214 Requests

38%

2%6%

54%

July 2010280 Requests

Avg. TAT17 hrs. 33 mins.

May 201082 Requests

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VOLUMES—ON HOLD ERROR

Requests placed On HoldRequests that should have

been placed On HoldRequests took longer than 1

day turnaround time but had no need to be placed

On HoldRequests with accurate TAT

calculations

May June JulyAMS/Global 2010

0

50

100

150

200

250

10

84118

27

34

8

13

1126

40

37

80

May June JulyEMEA/APJ 2010

0

50

100

150

200

250

300

35

99 970

4 4

10

7 15

37

104136

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QUALITY OF ROUTING & ASSESSMENT

Improvements to the NR form

Request statusNew

In ProgressRejectedCompletedReturn to Partner Manager

Was PM assessment/recommendation helpful or useful?

N/AYesNo

Return to Business PartnerOn Hold

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WHAT’S BEEN UPDATEDMeetings

- Luiza

- Jeff & Teresa

- PM Teams

- Reporting individuals- Luiza

- Jeffery & Matthew

- Teresa

Objectives & Solutions

- TAT for category

- Implement NR form updates with NR tools team and Jeff

- Create a complete walkthrough on how to calculate an accurate TAT assuming that the appropriate changes have been completed. (Goal: 80% of the requests can be used to calculate TAT.)

- Create a complete walkthrough on how to calculate an accurate TAT by category.

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TIME CONSTRAINTS UPDATEDCalculating an accurate TAT for a month with automated reporting in

Access

*Thanks to Jeffrey Clayton and Matthew Costello

– An experienced reporter (1.5 hrs.)

– A knowledgeable reporter (3 hrs.)

– Someone following a written walk through (5 hrs.)

Calculating TAT for all requests including the ones placed On Hold

– Encompasses all requests but not as accurately (3 min.)

Calculating TAT by category

– Calculating TAT of the PM for each category (3 min.)

(2-3 min.)

(3 min.)

(5 min.)

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DOCUMENTATIONTAT

– Access and Excel reports for checking accuracy of data w/ walk through• Creating the pie charts and volume graphs

– Automated reports from Access w/ walk through document

– Volume reports

– System Suggestions/Recommendations Document

– Mid-summer & Final presentation slide show

Quality of Routing/Assessment

– GSCS efficiency metric

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