Productivity and Work Habits

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    2006 Verbatim Management Conference2006 Verbatim Management Conference

    Boosting ProductivityBoosting Productivity

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    300+ PhoneTraining Hours

    6 Countries31 cities

    1200+ Hours

    73+Companies800+ Users

    LanguageLogic:

    Training

    LanguageLogic:

    Support

    MARC-ACAccountManager

    BASES:Coder

    Coordinator

    BASES:

    QualityProductivity

    ROCKSTAR

    Efficiency Expert?Efficiency Expert?

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    The House BANDThe House BAND

    RICHRICH

    DEANDEAN

    CHARLESCHARLES

    SERGESERGE

    MARKMARK

    JOEJOE

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    2006 Verbatim Management Conference2006 Verbatim Management Conference

    Productivity: The AGENDAProductivity: The AGENDA

    What is Productivity?What is Productivity?

    Influences on ProductivityInfluences on Productivity What is Continuous Training?What is Continuous Training?

    Necessity of Continuous TrainingNecessity of Continuous Training

    Productivity Bands/ The MetricProductivity Bands/ The Metric A Case StudyA Case Study

    Productivity: The futureProductivity: The future

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    2006 Verbatim Management Conference2006 Verbatim Management Conference

    Productivity/ EfficiencyProductivity/ Efficiency

    LaraLaras Definitions Definition

    Skillfulness in avoiding wastedtime and effort;

    Using the right tools to get thedesired result quickly;

    Knowing how tools work, whichfunctions they can help w ith;

    Working smart

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    People!!!

    Motivation

    Skills

    Quality of Work

    Type of Work

    Work Habits

    Work P rocesses

    Integration

    Automation

    Tools

    Productivity

    Influences on ProductivityInfluences on Productivity

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    Type of WorkType of Work

    Copy TestingCopy Testing

    AdAd--hochoc

    TrackerTracker BusBus

    MultiMulti--LanguageLanguage

    IVRIVR

    Concept/ CallbackConcept/ Callback

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    TOOLS for ProductivityTOOLS for Productivity

    Excel AddExcel Add--inin GoToMeetingGoToMeeting/ PC/ PC

    Help SystemHelp System

    Users GroupUsers Group

    Support/Support/

    PhonePhone

    SoftwareSoftware

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    Automation/ IntegrationAutomation/ Integration

    DataData--ININ

    DataData--OUTOUT

    Formatted for your systemsFormatted for your systems

    MARK THATCHERMARK THATCHER

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    Work Processes/ Work HabitsWork Processes/ Work Habits

    Whatyo

    udoand

    Whatyoudo

    and

    w

    hen

    w

    hen

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    2006 Verbatim Management Conference2006 Verbatim Management Conference

    Quality of WorkQuality of Work

    Comes down to it, you have to readComes down to it, you have to read

    and comprehend the verbatimand comprehend the verbatim

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    PeoplePeople

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    What is Continuous Training?What is Continuous Training?

    Initial Analysis of CodingInitial Analysis of CodingProcedures and ProcessesProcedures and Processes

    Yearly twoYearly two--day training sessionsday training sessions

    Quarterly threeQuarterly three--hour seminarshour seminars

    Monthly Productivity and ActivityMonthly Productivity and Activity

    ReportsReports

    Anticipates problems before they ariseAnticipates problems before they arise

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    Necessity of Continuous TrainingNecessity of Continuous Training

    Changes in CustomersChanges in Customers

    Changes in the WorkChanges in the Work

    Process ChangeProcess Change

    Employee ChangeEmployee Change

    Software ChangeSoftware Change

    Create the competitive EdgeCreate the competitive EdgeMaintain the competitive EdgeMaintain the competitive Edge

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    Account Year Month Qtr User Band Activity Type Hours Responses Characters

    Masked Account 2006 8 3 User.Name1 22-64 Coding page OE 0.088055 4 226

    Masked Account 2006 8 3 User.Name1 22-64 Review responses OE 1.466111 46 2046

    Masked Account 2006 8 3 User.Name1 65-133 Review responses OE 0.160555 15 1019

    Masked Account 2006 8 3 User.Name1 > 133 Review responses OE 1.595277 105 19234

    Masked Account 2006 8 3 Another.User 1-12 Review responses OE 0.159444 1 9

    Masked Account 2006 8 3 Another.User 13-21 Coding page OE 0.038055 1 19

    Masked Account 2006 8 3 Another.User 22-64 Coding page OE 0.008055 1 62Masked Account 2006 8 3 Another.User 22-64 Review responses OE 0.248611 8 361

    Masked Account 2006 8 3 Another.User 65-133 Coding page OE 2.622777 184 18268

    Masked Account 2006 8 3 Another.User 65-133 Review responses OE 0.862222 102 9716

    Masked Account 2006 8 3 Another.User > 133 Coding page OE 0.556388 24 5280

    Masked Account 2006 8 3 Another.User > 133 Review responses OE 0.891666 66 9790

    Masked Account 2006 8 3 Third.Name 1-12 Review responses OE 0.010277 1 9

    Masked Account 2006 8 3 Third.Name 13-21 Review responses OE 0.162222 47 970

    Masked Account 2006 8 3 Third.Name 22-64 Coding page OE 0.033611 2 88Masked Account 2006 8 3 Third.Name 22-64 Review responses OE 2.437222 347 14837

    Masked Account 2006 8 3 Third.Name 65-133 Coding page OE 0.010833 3 314

    Masked Account 2006 8 3 Third.Name 65-133 Review responses OE 4.591388 257 27201

    Masked Account 2006 8 3 Third.Name > 133 Coding page OE 0.371944 45 6438

    Masked Account 2006 8 3 Third.Name > 133 Review responses OE 0.678055 50 7945

    Productivity Bands/ The MetricProductivity Bands/ The Metric

    Where do they get those numbers???Where do they get those numbers???

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    Production BandsProduction Bands -- ExplainedExplained

    BAND 1BAND 1 11--12 Characters12 Characters

    BAND 2BAND 2 1313--26 Characters26 Characters

    BAND 3BAND 3 2727--64 Characters64 Characters

    BAND 4BAND 4 6565--133 Characters133 Characters BAND 5BAND 5 >133 Characters>133 Characters

    Metric of Choice:Metric of Choice:

    RPH or Responses per HourRPH or Responses per Hour

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    SoSoWhat is the Baseline???What is the Baseline???

    Short O/ S Long O/ S Short O/ E Med O/ E Long O/ E

    All Accounts 2006 Jan-June (1-12) (13-21) (22-64) (65-133) (134>) Grand Total

    Number of ResponsesCoded 12,052,348 7,847,245 16,461,755 5,975,722 1,179,526 43,516,596

    Responses Per Hour 547 247 118 66 36 203

    Percent of Total Hours 7% 10% 44% 29% 11% 100%Percent of Total Responses 27% 18% 38% 14% 3% 100%

    ---------------------------Charac ter Bands------------------

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    2006 Verbatim Management Conference2006 Verbatim Management Conference

    Return on Investment: A Case StudyReturn on Investment: A Case Study

    In 2005 Masked Client expended 13,149 hours coding999,832 verbatims, or 74 verbatims per hour. Assumingan average cost of $25 per hour of coding labor, MaskedClient spends the following in coding:

    A 10% increase in coding productivity equals:

    $973,026$973,026

    $33,000 in$33,000 in

    savingssavings

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    EXCEEDED EXPECTATIONS!!!EXCEEDED EXPECTATIONS!!!

    0

    50

    100

    150

    200

    250

    January February M arch April May June

    $161,263$161,263in savingsin savings

    AVG 155AVG 155

    RPHRPH

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    Masked Client DataMasked Client Data

    Short O/ S Long O/ S Short O/ E Med O/ E Long O/ E

    Month (1-12) (13-21) (22-64) (65-133) (134>) Grand Total

    January 263 164 115 70 33 129

    February 422 256 135 77 38 186

    March 280 215 118 73 48 147

    April 509 297 127 67 21 204

    May 193 208 143 81 35 132

    June 302 172 97 65 37 135Total 328 219 122 72 35 155

    --------------------Character Bands------------------

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    The FutureThe Future

    More TrainingMore Training

    NewNew ToolsToolsCodebookCodebook sizesize

    Regular ExpressionsRegular Expressions

    Quality CheckingQuality Checking

    Other influencesOther influences

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