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Operations Article | "Motivation & Competitiveness Framework for Application Support Teams"

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Motivation & Competitiveness Framework for Application Support Teams

- by Ashish Gupta *

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Page - 8

6. Support Size: This metric is a measurement of application stability, supportability and to some extent indicator of project profitability for the IT organization. It is measured as "average application support size supported by each team member" [FPs per support person or KLOC per support person].

Target for this metric can be benchmarked against support model advised by Caper Jones. As the application becomes more and more stable, support size should increase.

7. Competency Building: Major critical success factor for having good motivation of team members will be to build their skills in emerging technology trends by nominating them for good training courses. This will help employees to build and develop competencies as per their own "career" plan and organization "future" needs. On release from their role from support teams, they will be all set to take roles on projects requiring emerging technology. Effectiveness of nominating people for good training courses can be measured as: -

However, organization also need to ensure that people from support teams are rotated continuously into "development" projects of emerging technologies on completion of support assignments and after achieving desired "competency" levels in that technology through training. Lack of organization commitment in this aspect may cause de-motivation to employees.

An empirical formula (as per weightage assigned to each above factor) is used to calculate SPF:

SPF = w1 * EFF + w2 * SLACOMP + w3 * PROD + w4 * CORRFIX + w5 * REDEF + w6 * SUPSIZE + w7 * TRGEFT

Where, w1...w7 are weights assigned to individual factors (between 0 and 1) depending upon the type of support project and relative importance of above parameters in the context of a particular support project. However, recommended values for a typical medium size project are recommended as follows: -

w1 = 0.10, w2 = 0.15, w3 = 0.15, w4 = 0.20, w5 = 0.15, w6 = 0.10, w7 = 0.15

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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.


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