Problem Time Tracking

When to use Problem Time Tracking

Use this method when you need to improve the speed and effectiveness of problem resolution within a team or organization. It's particularly useful when facing recurring issues, increasing customer frustration, or a general lack of transparency in the problem-solving process.

What it solves

Slow problem resolution times leading to customer frustration and decreased team morale.

How to run Problem Time Tracking, step by step

1. Create an Improvement Board (5 min). Set up a physical or digital board to track problems. Include columns for 'Reported,' 'In Progress,' and 'Resolved'.
2. Populate the Board (10 min). Add existing problems from your backlog or create new entries based on stakeholder feedback. Ensure each problem is clearly defined.
3. Estimate/Record Problem Start Time (Ongoing). For each new problem, record the date and time it was reported or added to the board.
4. Calculate and Track Problem Time (Weekly, 15 min). Calculate the time elapsed for each problem (from reporting to resolution). Track the total and average problem time for all issues on the board.
5. Communicate and Review (Weekly, 15 min). Share the problem time metrics with the team and stakeholders. Discuss trends, identify bottlenecks, and prioritize solutions for the oldest or most impactful problems.

Materials needed

• Whiteboard or digital Kanban board (e.g., Trello, Jira, Miro)
• Markers or digital equivalents
• Timer or stopwatch
• Spreadsheet (optional, for tracking metrics)

Facilitator tips

• Encourage stakeholders to report problems openly and without fear of blame.
• Focus on solving the root cause of recurring problems to prevent them from reappearing.

Common pitfalls

• Problems are not clearly defined, making it difficult to track progress. Ensure each problem has a specific and measurable description.
• The team focuses solely on tracking time without actively working to solve problems. Emphasize the importance of prioritizing and addressing issues promptly.

Variations

• Use different categories or tags to classify problems (e.g., by department, severity, or type).
• Implement a Service Level Agreement (SLA) for problem resolution to set expectations and track performance against targets.

Running it online or hybrid

Use a shared online spreadsheet or Kanban board (e.g., Google Sheets, Miro, or Jira) to track problem time collaboratively.

What it produces

A visual improvement board with tracked problem times for each issue.

Origin

Adapted from Management30.com — source

Build a session around Problem Time Tracking

METODIC places Problem Time Tracking inside a complete, timed session plan — agenda, worksheets, facilitator guide and slides — matched to your group and goal.

Generate a session with Problem Time Tracking · Try METODIC free