Yimaphi Amamethrikhi Okuphatha Isigameko Okufanele Ngiwalinganise?
Isingeniso:
Ukulinganisa ukusebenza kwenqubo yakho yokuphatha isigameko kubalulekile ukuze uqonde lapho ukuthuthukiswa kungenziwa khona. Amamethrikhi alungile anganikeza imininingwane ebalulekile yokuthi inhlangano isabela kahle kanjani ezehlakalweni, nokuthi yiziphi izindawo ezidinga ukunakwa. Ukuhlonza amamethrikhi abalulekile nasebenzayo kulula uma usuqonda ukuthi yini ebalulekile ukukala.
Lesi sihloko sizoxoxa ngezinhlobo ezimbili eziyinhloko zamamethrikhi okuphatha izehlakalo okufanele izinhlangano zicabangele: amamethrikhi okusebenza kahle nokusebenza kahle.
Amamethrikhi okusebenza kahle:
Amamethrikhi okusebenza kahle asetshenziselwa ukunquma ukuthi inhlangano iziphatha ngokushesha futhi ngendlela engabizi kangakanani izehlakalo.
Lezi zihlanganisa:
- I-Mean Time To Respond (MTTR): Le metric ikala isikhathi esimaphakathi esisithathayo ukuze inhlangano iphendule kusigameko esibikiwe, kusukela kusaziso sokuqala kuya ekuxazululweni.
- I-Mean Time To Resolve (MTTR): Le metric ikala isilinganiso sesikhathi esisithathayo ukuze inhlangano ikhombe futhi ilungise isigameko esibikiwe, kusukela kusaziso sokuqala kuya ekuxazululweni.
- Izigameko Ngeyunithi ngayinye Yomsebenzi: Le metric ikala inani lezehlakalo ezenzeka ngaphakathi kweyunithi ethile yomsebenzi (isb., amahora, izinsuku, amaviki). Ingasetshenziselwa ukunquma ukuthi inhlangano ikhiqiza kangakanani ekubhekaneni nezigameko.
Amamethrikhi Okusebenza:
Amamethrikhi okusebenza asetshenziselwa ukukala ukuthi inhlangano ikwazi kanjani ukunciphisa umthelela yezehlakalo ekusebenzeni kwayo kanye namakhasimende.
Lezi zihlanganisa:
- Umphumela Wokuqina Kwesigameko: Le metric ikala ubukhali besigameko ngasinye ngokusekelwe kumthelela waso kumakhasimende nemisebenzi. Lena imethrikhi enhle okufanele isetshenziselwe ukuqonda ukuthi inhlangano ikwazi kanjani ukwehlisa imiphumela engemihle yezehlakalo.
- Umphumela Wokuqina Kwesigameko: Le metric ikala ikhono lenhlangano lokululama ngokushesha ezenzakalweni. Akubheki nje kuphela isivinini isigameko esixazululwa ngaso, kodwa nanoma yimuphi umonakalo ongase wenzeke ngesikhathi sesigameko.
- Umphumela Wokwaneliseka Kwekhasimende: Le metric ikala ukwaneliseka kwekhasimende ngesikhathi sokuphendula senhlangano kanye nekhwalithi yesevisi ngemva kokuba isigameko esibikiwe sesixazululiwe.
Isiphetho:
Izinhlangano kufanele zicabange ukulinganisa kokubili ukusebenza kahle nempumelelo ukuze zithole ukuqonda kangcono inqubo yazo yokuphatha izigameko futhi zihlonze izindawo okufanele zithuthukiswe. Amamethrikhi alungile angasiza izinhlangano zihlonze ngokushesha izinkinga ezingaba khona futhi zenze izinguquko ezidingekayo ukuze kuqinisekiswe ukuthi izigameko zisingathwa ngokushesha nangempumelelo.
Ukulinganisa ukusebenza kwenqubo yakho yokuphatha isigameko kubalulekile ukuze uqonde lapho ukuthuthukiswa kungenziwa khona. Amamethrikhi alungile anganikeza imininingwane ebalulekile yokuthi inhlangano isabela kahle kanjani ezehlakalweni, nokuthi yiziphi izindawo ezidinga ukunakwa. Ukuhlonza amamethrikhi abalulekile nasebenzayo kulula uma usuqonda ukuthi yini ebalulekile ukukala. Ngokuthatha isikhathi sokusungula amamethrikhi okulawulwa kwezigameko asebenza kahle nangempumelelo, izinhlangano zingaqinisekisa ukuthi imisebenzi yazo isebenza kahle, ngisho nangezikhathi zobunzima.
