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The Framework

This paper attempts to define a framework / model, which can be implemented in support teams very effectively to increase motivation levels and healthy competitiveness among
various sub-teams (assuming that large support project teams are divided among various sub-teams or modules to provide support for a particular area). It will help employees to own performance data of each sub-team and aligning it with overall objectives of the project. Moreover, some of the parameters of this framework will ensure that team leaders are ensuring continuous growth of employees in new and emerging technology areas. This framework will help to compute "Sub-team Performance Factor (SPF)" on the basis of various parameters that are aligned with challenges of any support project, and results will be shared with the support team on a continuous basis (e.g., monthly). Continuous sharing of these results with entire team will create a motivating, transparent and competitive environment for various sub-teams, and team members of respective sub-team will endeavor to put their efforts to improve SPF. Following parameters are used to calculate SPF: -

1. Efficiency: This parameter is calculated as percentage of total tickets actioned by a team in a period divided by [open tickets at the beginning of period + incoming tickets during the period].

2. SLA Compliance: This parameter is calculated to measure "agility" of each sub-team, and is calculated as percentage of total tickets actioned by a team within agreed service levels with customer divided by total tickets actioned by the team.

3. Productivity: This parameter is calculated to measure average "productivity" of team on the basis of resources allocated to team. This is calculated as "Total number of tickets actioned" divided by "Total effort put by team" [e.g., person months] during that period. It will provide view of "effective utilization" of resources within a sub-team.

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* Contributed by: -
Ashish Gupta is an MCA graduate, currently working as a Lecturer at Lakshmi Narain College of Technology (LNCT), Indore.