RE: Measuring TW Performance

[CGiordano -at- EvergreenInvestments -dot- com]

   Russell,
   in the meantime, you should start recording how long it takes to complete
   certain kinds of documents now to give yourself a realistic baseline for the
   future.  I don't hold with "pages per day" or "words per hour" but as Dori's
   excellent examples show it is quite possible to do some bean
   counter-friendly quantification of what we do and how well we do it.
   When I worked exclusively in IT Operations, I had a whole set of category,
   type and item help requests in the help desk system.  After a year I had a
   baseline average of how long it took my team to turn around certain
   documentation/communications types.  This ran the gamut of writing
   notification emails about maintenance and downtime (30 minutes), to
   developing IT policy documents (180 hours+)  Then we could put in
   performance improvement metrics (reducing turnaround time is always a good
   one) based on the stuff the bean counters could understand.  If I had it to
   do over, I would add a set of metrics like Dori created to what I did for
   daily performance.
   Connie P Giordano, M A
   Senior Technical Advisor/Technical Writer
   Evergreen Investments
   704/383-4405
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