BrainBlog for Evolven Software by Jason Bloomberg
Balancing Risk, Cost, and Resolution Efficiency
Problem resolution efficiency (PRE, or sometimes simply resolution efficiency) is an important key performance indicator (KPI) for operations teams.
Equal to the ratio of the number of resolved problems to the number of raised problems in a given time interval, resolution efficiency gives managers a way of ensuring the proper allocation of ops resources while also providing sufficient attention to continuous improvement efforts.
To raise resolution efficiency, the ops team must either increase the number of resolved problems or decrease the number of problems it raised in the first place. As with other KPIs, however, it’s easy to monkey with the numbers by intentionally avoiding raising a problem.
Making judgment calls about whether to raise a problem can impact the resulting resolution efficiency – without actually improving the resolution of problems.
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