"Day in the Life" Demonstration

Support Department Professional

Facilities, Finance, Word Processing, Litigation Support, Copy Center

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Are your Support Departments Staffed Correctly?

Your senior anagement asks you all the time, "What do all these people do everyday?" Your firm is spending a lot of money on support people, but you have no quantitative method to justify the headcount. For each headcount you propose to add, can you present a quantitative justification for how much output they will produce? Can you quantify any increase in customer satisfaction and how that might impact firm revenue? Giva eServiceDesk can help you answer these questions.

Every firm has many support departments. Traditionally, when you think of support, the IT Help Desk comes to mind. The Help Desk knows how many service requests they process in a day or month. They can also tell you how long it takes to resolve service requests depending upon the priority given. Since the Help Desk tracks their calls, they can do trend analysis, customer satisfaction surveys, root cause analysis, cost per contact, first contact resolution, staff load balancing, etc.

However, what about the other departments where employees need support? Employees call the following departments:

• Facilities to set-up conference rooms, move offices, report safety issues
• Finance to authorize payments to vendors, report errors in statements/payments
• Word Processing to have documents created from files
• Litigation Support to digitized case information
• Copy Center to make copies
• Payroll about paychecks and time cards
• Human Resources about job openings, resumes, hiring/terminating procedures

It is common that these different departments do not track their workload. However, without tracking, there can be no reports or trend analysis. Without measurements, there can be no accurate knowledge of performance and staffing requirements. Are these departments under or over staffed? What is the productivity level of each headcount?

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