A couple of weeks ago I was asked to start scrubbing some the data from our ticketing system – the one where we distribute customer service requests to the appropriate Ops teams for fulfillment. Directions were brief. I want to know the kinds of work and the time to close so we can look at the mean and the median and re-assess our resource needs for turning things around faster.
Our tickets get flagged with a category and subcategory, so that should be easy, right? Like any system where the bulk of the input is manual entry, the categorization wasn’t standardized and the bulk of the requests were tagged with a generic “standard request”, which obviously tells us nothing.
Fortunately, the database also contained description fields which housed the initial request – often an email.
Next steps? Identify patterns and search for keywords.
Since a number of our workflows touch on common elements the trick was to identify UNIQUE key words. And to do it over no more than the length of one sprint – 2 weeks. And, of course, to do it as additional work on top of existing workload. (To be clear, my goal with existing workload – like many people – is to restrict myself to 45 – 50 hours per week in order to maintain something of a work-life balance.)
I won’t say it wasn’t frustrating, because the following business day, I was handed benchmarks without nearly enough time between them for the way the scope had increased from the previous business day.
The key? Explain that I appreciated the agressive goals and that, although I was certain to fall short, I would provide regular updates and have something actionable by the end date.
The advantage? Not working entirely alone. Although the data scrubbing was all mine, I had the advantage of being able to pair with one of our newer employees who is tireless, practical, and communicative. She scheduled our meetings, bounced ideas off of me, ran the calculations, and put together our visualizations.
The key was that neither one of us worked for the other on this project – we’d individually been tasked with similar expectations by two different leaders, and were able to divide and conquer a very messy data set.
As we are on the eve of the meeting the details will be presented to senior leadership, I can admit that I would have liked to provide more granular detail, but the time wasn’t there to expand on some of the pieces which I think are important. On the other hand, what we have put together is clear, direct, and accurate. More than that, it’s easily the beginning of something actionable.
A younger me would have despaired over the hurdles preventing me from producing a perfect piece of information. But years of experience have taught me the truth of Voltaire’s “The best is the enemy of the good.”
Maybe the coming days will afford me the opportunity to add a bit of polish, but even without, I can safely say the task of the last two weeks is done.