Measuring Productivity (IT Staff)

It sounds as if you are acting as a call center. It also sounds as if you are already using call center software to track your work. If your call tracking system does not already document requests for service, who is assigned, the status of the work, the priority/importance of the request, the client, etc. then you should think about upgrading your software.

If you are only measuring productivity, then you must first ask: "What are we producing?" Productivity is simply how many of those "units" are produced over a specific time period. You can assess your productivity by monitoring the request receipt rate, the rate at which you complete the requests, the backlog, etc. by priority, by client, and/or by resource.

This more detailed breakdown will give you a better picture of productivity. It will identify if people are focusing on low-priority work in order to get the numbers up, or if people are being penalized because they are working on difficult problems.

I also suggest that you regularly survey the clients for feedback on how their request was handled. Ultimately, customer satisfaction is your goal.

Have fun!

In your case time and motion comixed with voice are your producing tools. You can measure these by tape recording, ear surveillance, or return communication from clients by email/questionnaire card, or selelctive phone calls.
The gig is to get thecustomer PLEASINGLY satisfied in the shortest amount of time and fewest amount of words being spent. Being a nice Mananger will not get this done. Being a Smart Manager will always do it.

I don't feel how many problems were responded to is as important as how WELL the response/resolution was. I think the person reporting a problem should rate how the situation was handled. The volume of problems resolved does not matter if the responses had no quality. The customer must be happy.

Paul - One of the training points that Manangers learn is that not all good techs can graduate up to being good Managers. Some good techs lack the fortitude or foresight to identify problems and give them successful attention.
This appears to be your case. You let your question lay dormant for 5 days without an offer of reward to any of the users who came forward to help you. You are either hoping for a miracle or lack the managerial exposure to know when to respond to your own query. I suggest you apply some management to yourself before you try to manage others.

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