Joined: Mar 12, 2005 Posts: 255 Location: Melbourne, Australia
Posted: Wed Jan 14, 2009 10:26 pm Post subject: Problem to Known Error conversion rate
The measurement is valid in the strict sense that the conversion rate is measurable and can be done so accurately.
However I can think of no actions you would want to take based on this measurement, nor anything significant in the problem management process that it would unambiguously and reliably indicate. Perhaps you would like to elaborate on what you intend to use it for.
There are no industry figures for this one that I know of. But it is a big industry.
Joined: Mar 04, 2008 Posts: 1884 Location: Newcastle-under-Lyme
Posted: Wed Jan 14, 2009 10:29 pm Post subject:
this has been discussed before in some detail. Rjp's response pretty much covers the issue in a succinct way. _________________ "Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
Joined: Nov 01, 2004 Posts: 81 Location: Sask, Canada
Posted: Thu Mar 26, 2009 5:08 am Post subject: Problem to known error conversion rate
When I was monitoring this, I set my target of Problems Resolved (not just id'd as known errors) to Problems Identified to 95%. Reality was at about 80%.
Now, this was for a specific sample set of problems- we focused on what was in our organization Severity 1s (major incidents), so there was some acknowledgment that these were worth fixing.
This can be a useful measurement in that if the ratio of Problems Resolved to Problems Identified is low, what is being accomplished? My feeling is that with a low ratio, Problem management becomes nothing more than a make-work exercise, a 'check the pulse' instead of 'cure the patient & prevent further patients'. Personally, I like it when things happen.
/Sharon _________________ In theory, there is no difference between theory and practice.
In practice, there is!
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