Tom Limoncelli wrote:
> I've never had time to implement the following system but I think it
> would be excellent:
>
> The email that users get when a ticket is closed should have 3 graphics:
>
>:-(:-| :-)
> Unhappy Ok Happy!
>
> The graphics for the 3 faces sh
Brandon S. Allbery KF8NH wrote:
> On Dec 6, 2009, at 10:30 , Tom Limoncelli wrote:
>> I've never been impressed by long surveys. The benchmark for these is
>> that "10% response rate" is considered extremely good. That's
>> depressing.
>
>
> Someone needs to tell this to the faculty committee th
On Dec 6, 2009, at 10:30 , Tom Limoncelli wrote:
I've never been impressed by long surveys. The benchmark for these is
that "10% response rate" is considered extremely good. That's
depressing.
Someone needs to tell this to the faculty committee that just mandated
we send out surveys when
* 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.
D
On 2009 Dec 06, at 09:13, Edward Ned Harvey wrote:
> The IT people must also complete the survey. This way, it’s not purely a
> users-get-everything love fest at the expense of security. Because the IT
> peoples’ job goals include security.
Working in security, with sysadmins, I find that mo
> I've never been impressed by long surveys. The benchmark for these is
> that "10% response rate" is considered extremely good. That's
> depressing.
I agree. But in terms of performance review, a once-yearly mandatory for
all users survey is ok. Pair it with their budgeting requirements, whi
I've never been impressed by long surveys. The benchmark for these is
that "10% response rate" is considered extremely good. That's
depressing.
When someone has gotten their response to a ticket the last thing they
want to do is answer a survey. It is like letting someone unwrap a
toy they've
> My suggestion is to go back to him and ask how he is measured at the
> end of the year at performance review time. Pick a metric relate to
> that.
Right on.
Precisely what I was trying to say, but far more concise and to-the-point.
;-)
___
Discuss ma
eports a disparity must receive attention, and not just
as an outlier.
From: discuss-boun...@lopsa.org [mailto:discuss-boun...@lopsa.org] On Behalf
Of Bryan Ramirez
Sent: Friday, December 04, 2009 10:27 AM
To: Discuss@lopsa.org
Subject: [lopsa-discuss] Measuring sysadmin performance
Mo
From: discuss-boun...@lopsa.org [mailto:discuss-boun...@lopsa.org] On Behalf Of
Bryan Ramirez
Sent: Friday, December 04, 2009 2:10 PM
To: Discuss@lopsa.org
Subject: Re: [lopsa-discuss] Measuring sysadmin performance
Doug Hughes had an interesting response to this question that I thought would
be nic
> I'm a *big* fan of customer satisfaction. Ask the customers how the team
> is working with them. Listen to what the customers value and form metrics
> or data points around that.
One of the problems we're seeing relates directly to measuring customer
satisfaction and trying to use that as a me
Doug Hughes had an interesting response to this question that I thought
would be nice to share (with his permission):
I kind of approach it as analogous to networking. latency and throughput in
the right combination. Users want the fast/simple stuff to be done fast, and
if it is, they give you a
> Does anyone have a set of metrics that they use to "measure" the work of a
> sysadmin team
> that they like?
I'm a *big* fan of customer satisfaction. Ask the customers how the team is
working with them. Listen to what the customers value and form metrics or data
points around that.
When w
My suggestion is to go back to him and ask how he is measured at the
end of the year at performance review time. Pick a metric relate to
that.
This is not sucking up to the boss. This is aligning priorities.
...and if his evaluation is based on something stupid, measure it
anyway. If it needs t
> > My boss was asked to come up with metrics by which to measure how
> > much/well his team is working.
Critical question: are you trying to measure how well *the team* is
working, or how well/what individual members of the team are doing?
I hope it is the team results that are being measured.
On Fri, Dec 4, 2009 at 10:27 AM, Bryan Ramirez wrote:
> Moving this over to this mailing list...
>
> My boss was asked to come up with metrics by which to measure how
> much/well his team is working. I have some ideas, but without much time
> to think about it and without much experience with suc
Bryan Ramirez writes:
> Moving this over to this mailing list...
>
> My boss was asked to come up with metrics by which to measure how
> much/well his team is working. I have some ideas, but without much time
> to think about it and without much experience with such things, I'm
> afraid of crea
Moving this over to this mailing list...
My boss was asked to come up with metrics by which to measure how
much/well his team is working. I have some ideas, but without much time
to think about it and without much experience with such things, I'm
afraid of creating bad incentives (closing tickets
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