* Tom Limoncelli wrote: > they aren't going to choose "fill out the survey" unless > you've created a reason for them to complain, or if you've delighted > them so much that they want to let you know. In the latter case, you > want management alerted so they can investigate, learn, and improve.
Damn straight. If any of my folks get even close to delighting people, there will be hell to pay. We have certain standards to live up to, you know. Seriously, though, I agree with much of what's been said on this thread. One of the best things I've seen done was for the sysadmin manager to reach out to her peers on a regular basis and ask, "Hey, everything ok?" The things that need work will likely bubble up to them in the form of "I can't get my work done because of those damn sysadmins", and that'll indicate a place where attention is merited. It's the "sideways" part of "Thou shalt manage up, down and sideways." As for raw metrics (tickets closed, time to close, etc.), I find that they're best used in long-term trending in internal reviews. "The number of open tickets has gone up steadily over the past 6 months. Are we understaffed (of course we are!) or overworked (or both!)." -Luke _______________________________________________ Discuss mailing list Discuss@lopsa.org http://lopsa.org/cgi-bin/mailman/listinfo/discuss This list provided by the League of Professional System Administrators http://lopsa.org/
