Manage Aging Change Requests

[deepti mediratt]

I am looking for ideas how we can improve Aging Change Requests (CR). I have a report that I publish and share with the teams but that is not helping to keep aging CR count down.

I need something that will drive action for teams (other than report & sharing coz that is not helping) and help me showcase improvement to senior leadership. Thank you !

[HIROSHI SATOH · Accepted solution]

Potential Improvement Strategies

Based on the current situation, here are some potential improvement strategies:

1. Set SLAs and Notifications:

   • Assign SLAs to each CR, such as due dates and review deadlines.
   • Send automated notifications to the assigned person as the deadline approaches.
   • Escalate notifications to managers and relevant stakeholders when SLAs are violated.

2. Leverage Dashboards:

   • Create dashboards that visualize the number of aging CRs in real time.
   • Divide the dashboard by team or CR status for a more detailed view.
   • Share the dashboard in meetings and report on improvement status regularly.

3. Gamification:

   • Introduce gamification elements, such as points or badges, for teams or individuals who quickly process aging CRs.
   • Foster a competitive spirit and boost motivation.

4. Improve Workflows:

   • Simplify the CR approval process and response flow to eliminate bottlenecks.
   • Automate tasks where possible using RPA to reduce human error and improve processing efficiency.

5. Regular Review Meetings:

   • Hold regular review meetings to analyze the causes of aging CRs and explore fundamental solutions.
   • Strengthen inter-team collaboration and promote problem-solving efforts.

6. Implement an Incentive System:

   • Introduce an incentive system to reward teams and individuals who contribute to achieving the goal of reducing aging CRs.
   • This provides external motivation and increases awareness of achieving goals.

Measurement and Improvement

• Set KPIs to quantitatively measure the effectiveness of implemented improvement measures. (e.g., reduction rate of aging CRs, SLA achievement rate)
• Regularly evaluate KPIs and verify the effectiveness of improvement measures.
• Review and revise improvement measures as needed and deploy more effective measures.

Reporting to Senior Management

• When reporting to senior management, emphasize the following:
  • Implemented improvement measures and their purpose
  • Specific numerical targets and achievement status
  • Team efforts and results
  • Future improvement plans

Other

• Conduct interviews with team members to gather opinions and requests regarding improvement measures.
• Support the skill development of team members to improve CR processing capabilities.

By combining these improvement strategies, you can effectively reduce aging CRs and contribute to improving service quality.

[Sandeep Rajput · Accepted solution]

@deepti mediratt Apart from sharing the reports. You need to schedule weekly reminders and copy the senior leadership in them which will allow the change implementer groups to take quick actions on their pending change requests.

[HIROSHI SATOH · Accepted solution]

Potential Improvement Strategies

Based on the current situation, here are some potential improvement strategies:

1. Set SLAs and Notifications:

   • Assign SLAs to each CR, such as due dates and review deadlines.
   • Send automated notifications to the assigned person as the deadline approaches.
   • Escalate notifications to managers and relevant stakeholders when SLAs are violated.

2. Leverage Dashboards:

   • Create dashboards that visualize the number of aging CRs in real time.
   • Divide the dashboard by team or CR status for a more detailed view.
   • Share the dashboard in meetings and report on improvement status regularly.

3. Gamification:

   • Introduce gamification elements, such as points or badges, for teams or individuals who quickly process aging CRs.
   • Foster a competitive spirit and boost motivation.

4. Improve Workflows:

   • Simplify the CR approval process and response flow to eliminate bottlenecks.
   • Automate tasks where possible using RPA to reduce human error and improve processing efficiency.

5. Regular Review Meetings:

   • Hold regular review meetings to analyze the causes of aging CRs and explore fundamental solutions.
   • Strengthen inter-team collaboration and promote problem-solving efforts.

6. Implement an Incentive System:

   • Introduce an incentive system to reward teams and individuals who contribute to achieving the goal of reducing aging CRs.
   • This provides external motivation and increases awareness of achieving goals.

Measurement and Improvement

• Set KPIs to quantitatively measure the effectiveness of implemented improvement measures. (e.g., reduction rate of aging CRs, SLA achievement rate)
• Regularly evaluate KPIs and verify the effectiveness of improvement measures.
• Review and revise improvement measures as needed and deploy more effective measures.

Reporting to Senior Management

• When reporting to senior management, emphasize the following:
  • Implemented improvement measures and their purpose
  • Specific numerical targets and achievement status
  • Team efforts and results
  • Future improvement plans

Other

• Conduct interviews with team members to gather opinions and requests regarding improvement measures.
• Support the skill development of team members to improve CR processing capabilities.

By combining these improvement strategies, you can effectively reduce aging CRs and contribute to improving service quality.

[deepti mediratt]

Thank you. These are some great ideas. When you suggest Incentive system, any ideas what can that be?

[Sandeep Rajput · Accepted solution]

@deepti mediratt Apart from sharing the reports. You need to schedule weekly reminders and copy the senior leadership in them which will allow the change implementer groups to take quick actions on their pending change requests.

[Dr Atul G- LNG · Accepted solution]

Hi @deepti mediratt 

Greetings 

I worked as Change Manager and i can understand your pain. Believe me Reports Dashboard are good but not that effective. To sort the aging issue

You need to find out where the Change taking more time

Like at requestor level, at Assess ot other stage.

Find the teams who is delaying( you need to do manual check in changes for past data) or you process optimization module of SN.

You can set up regular or weekly connect with leads to find out cause of delay ( process gap, education gap or resource gap)

Last , try to put this as KRA for teams.

Put this in monthly review call