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trend analysis question clarification

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ragavendrak
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Joined: Thu Nov 24, 2016 7:23 pm

trend analysis question clarification

Postby ragavendrak Sun Jan 15, 2017 3:58 pm

In your project, the maximum allowed time to resolve high priority incidents is 48 hours. The development team is planning metrics to ensure the resolution of incidents within desired time. The following metrics are identified:


% of incidents not worked on for 2 hours.

% of open incidents older than 1 day.


How these metrics can support in achieving desired outcome of meeting 48 hours’ goal for high priority incidents?

1.These are lagging indicators, output oriented and will help in measuring the time taken to resolve incidents.

2.These are leading indicators and will support influencing the outcome

3.These are lead time indicators to show request fulfillment of these incidents

4.These are success modes of resolution of incidents.

Can you pls provide more details on this. Is these type of questions can we expect ?? in real time? Thanks in advance.
seema.sonkiya
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Re: trend analysis question clarification

Postby seema.sonkiya Tue Jan 17, 2017 8:59 am

The question is asking about the desired outcome. For that, you need to know how you are moving towards your goal. If you monitor after 48 hours of incident then you can just plan how to improve the execution of future incidents.- This is the example of Lagging Indicators.

Leading Indicators helps in know the trend of existing observation so that you can improve the further work. For example.

% of incidents not worked on for 2 hours.

% of open incidents older than 1 day.

The SLA is 48 hours, but you are still observing in 2 hours and in one day....if these are huge in numbers then you mayfeel that within available resources you won't be able to meet the 48 SLA and you can take some preventive actions.
ashwineec
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Re: trend analysis question clarification

Postby ashwineec Tue Feb 28, 2017 4:59 pm

Can you please explain more about lagging metrics?
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saket
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Re: trend analysis question clarification

Postby saket Wed Mar 01, 2017 4:36 pm

Two type of Indicators are looks in quality management,

Leading Indicators : they tell about the problem before it comes, like people are not happy while working, may lead to poor delivery at the end of month.

Lagging Indicator: They tell about problem when problem has occurred, the delivery was delayed this month.
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