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Hi
I needed some advise, i have a team of 7 case handlers working in investment banking complaints. The problem the team is struggling to reach a target of 40 cases a week.
I have implemented change such as support network inter call meetings, surgery time and 1 to 1 coaching. but the output is not there for them to reach the number required.
I am confident the team is highly skilled and is fully able any suggestions what else i can try?
Thank You
Mo
The Scrum Guide says that in Sprint Planning "The whole Scrum Team then collaborates to define a Sprint Goal".
Is that happening here? Did the the whole team decide, in Sprint Planning, that 40 cases a week is achievable?
Well on the weekly burn down plan, we make a plan but it never goes to that plan as there is no set time for a case to be resolved. Some cases do take longer than other. so its impossible to put a SLA on the resolution rate per case.
If you can't establish a Service Level Agreement then don't. There's no point in setting yourselves up to fail. Don't agree a goal commitment just on a wing and a prayer.
My advice is to determine a Service Level Expectation based on evidence. The evidence you have seems to indicate that the present goal is not achievable. Encourage the team to find out what is achievable, for a given probability and range, in time-boxes of up to a month.
How did you and the team arrived at the throughput of 40 cases per week on average? Was there any history of team achieving that goal ? or if it is a new goal, what is the timeline ? I believe the team didn't decide to achieve it immediately. Are you seeing gradual improvement in the cases addressed every week. Does the team think with the current phase of improvement they can achieve the target in estimated timeline ? What was the outcome of your 1-1 coaching ?