2006 Verbatim Management Conference

Boosting Productivity
2006 Verbatim Management Conference

Efficiency Expert?
BASES:
Quality
Productivity BASES:
300+ Phone
Coder
Training Hours
Coordinator

MARC-AC
6 Countries
Account
31 cities
Manager
ROCKSTAR

Language
1200+ Hours Logic:
Support

73+ Language
Companies Logic:
800+ Users Training
2006 Verbatim Management Conference

RI C SE CH
H RG AR
E LES
The House BAND

DE MA JO
AN RK E
2006 Verbatim Management Conference

Productivity: The AGENDA

„ What is Productivity?
„ Influences on Productivity
„ What is Continuous Training?
„ Necessity of Continuous Training
„ Productivity Bands/ The Metric
„ A Case Study
„ Productivity: The future
2006 Verbatim Management Conference

Productivity/ Efficiency –
Lara’s Definition
•Skillfulness in avoiding wasted
time and effort;

•Using the right tools to get the

desired result quickly;

•Knowing how tools work, which

functions they can help with;

•Working smart
2006 Verbatim Management Conference

Influences on Productivity
Tools

People!!! Automation

Motivation Integration

Productivity

Skills Work Processes

Quality of Work Work Habits

Type of Work
2006 Verbatim Management Conference

Type of Work

„ Copy Testing
„ Ad-hoc
„ Tracker
„ Bus
„ Multi-Language
„ IVR
„ Concept/ Callback
2006 Verbatim Management Conference

TOOLS for Productivity

„ Excel Add-in Software

„ GoToMeeting / PC
„ Help System
„ Users Group

Support/
Phone
2006 Verbatim Management Conference

Automation/ Integration

Data-IN
Data-OUT
Formatted for your systems

MARK THATCHER
2006 Verbatim Management Conference

Work Processes/ Work Habits

nd
a
d o
ou n
t y h e
h a w
W
2006 Verbatim Management Conference

Quality of Work

„ Comes down to it, you have to read

and comprehend the verbatim
2006 Verbatim Management Conference

People
2006 Verbatim Management Conference

What is Continuous Training?

„ Initial Analysis of Coding
Procedures and Processes
„ Yearly two-day training sessions
„ Quarterly three-hour seminars
„ Monthly Productivity and Activity
Reports

Anticipates problems before they arise

2006 Verbatim Management Conference

Necessity of Continuous Training

„ Changes in Customers
„ Changes in the Work
„ Process Change
„ Employee Change
„ Software Change

Create the competitive Edge

Maintain the competitive Edge
2006 Verbatim Management Conference

Productivity Bands/ The Metric

Where do they get those numbers???
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 62
Masked 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 88
Masked 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
2006 Verbatim Management Conference

Production Bands - Explained

• BAND 1 – 1-12 Characters
• BAND 2 – 13-26 Characters
• BAND 3 – 27-64 Characters
• BAND 4 – 65-133 Characters
• BAND 5 – >133 Characters

Metric of Choice:
RPH or Responses per Hour
2006 Verbatim Management Conference

So…What is the Baseline???

---------------------------Character Bands-------------------
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%
2006 Verbatim Management Conference

Return on Investment: A Case Study

In 2005 Masked Client expended 13,149 hours coding
999,832 verbatims, or 74 verbatims per hour. Assuming
an average cost of $25 per hour of coding labor, Masked
Client spends the following in coding:

$973,026
A 10% increase in coding productivity equals:

$33,000 in
savings
2006 Verbatim Management Conference

EXCEEDED EXPECTATIONS!!!

250

AVG 155
200

150

100
RPH
50

0
January February March April May June

$161,263
in savings
2006 Verbatim Management Conference

Masked Client Data

--------------------Character Bands-------------------
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 37 135
Total 328 219 122 72 35 155
2006 Verbatim Management Conference

The Future

More Training
New Tools
Codebook size
Regular Expressions
Quality Checking
Other influences…
2006 Verbatim Management Conference