fbpx

Technician Time Management Guidelines

General

The Technician’s Day is a routine and it is expected that the technicians will follow it very closely.

The time log and PSA time entry examples are designed to show a technician how to track time if the PSA is down and help bridge the gap between running in logged time vs. real time.

A Technician’s Day

This routine is simply a continuously looping process of subroutines. After each subroutine, begin at the top of the list again. For example, if you have managed to complete a service ticket and have updated your time entry, you go back to the top and work your way through the subroutines in order again.

The Warm Up

The first thing every work day morning, long before you are expected to be at the office, on site, or the last thing at the end of the day before:

  • Check the PSA Dispatch Portal to see what you have been scheduled for.
  • Check your MPI email for updates or information from the Service Manager, scheduler or other manager regarding work and priority for the coming day.
    Note: You are not expected to process all of your email at this time.

The Routine

  • Check and Process your email (see Checking and Processing Email in an earlier section)
  • Check and Process your voice mail (see Checking and Processing Voice Mail in an earlier section)
  • Work what you have been scheduled to work on at the time scheduled – SR or Activity
    Note: If there is travel involved plan ahead.
  • Work any Priority 1 SR’s that has been assigned to you.
  • Work all High Priority Activities assigned to you.
  • Work any Priority 2 SR’s that has been assigned to you.
  • Work all Medium Priority Activities assigned to you.
  • Work any Priority 3 SR’s that has been assigned to you.
  • Work all Low Priority Activities assigned to you.
  • Work any Priority 4 SR’s that has been assigned to you.
  • Work all other SR’s from the appropriate service board
    • Work Highest Priority to Lowest Priority
    • Work what is closest to breaking SLA to what is farthest from breaking SLA
    • Work from Oldest to Newest

Time Entries

  • All time accounted for from start to end of your scheduled day.
  • No gaps, no overlaps, no duplicates.
  • Personal, sick and vacation time is always offset with a Deduct (total hours = 0).
  • Helpdesk, Remote, and other Rapid Resolution work are tracked in 5 minute increments.
  • Field Service and other Onsite work are tracked in 15 minute increments.
  • All time entries end in 0’s and 5’s.
  • 5 minute time entry round up at the 3rd minute
  • 15 minute time entry round up at the 8rd minute
  • 5 and 15 minute entries can be intermingled in your day. Use what is most efficient.
  • 5 and 15 minute rounding can NOT be used on the same time entry. Use one or the other.
  • Time below 45 minutes is usually tracked in 5 minute increments.
  • Time beyond 45 minutes is usually tracked in 15 minute increments.
  • Travel time is entered against MPI unless we are actually going to bill the client for travel.
  • Personal, sick and vacation time is always offset with a Deduct (total hours = 0).

Time Tracking Log Example

Rounding to 5 and 15 Minutes

Note: The light Blue highlighted entries represent entries that will result in a zero time entry.
Note: All entries are rounded using the 3rd and 8th minute and all entries that end up being 0 minutes time still get entered into CW because the notes have to be there.

Time Tracking in 5 & 15 minute increments

Rounding at the 3rd and 8th minutes

Last Update: February 19, 2019  

November 26, 2018   700   Manuel Palachuk    Agile Service Delivery Run Guide  
Total 0 Votes:
0

Tell us how can we improve this post?

+ = Verify Human or Spambot ?

Log In is required for submitting new question.

Submit a Comment

Log In is required for submitting new question.