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A board that compares people or teams. Worth thinking hard about the consequences before you build one.
Build one
- Decide what question it answers.
- Choose the measures, and how they are grouped.
- Set the period, long enough to be stable.
- Decide who sees it.
- Explain what each number means before sharing it.
Compare teams, not people
Team comparisons prompt questions about workload, staffing and process. Individual league tables prompt people to optimise their own numbers, and support work has plenty of ways to do that at a customer's expense.
Never a single measure
Tickets solved alone rewards picking easy work. Speed alone rewards closing early. Any one number, displayed and compared, will be met.
Two or three together, including a quality measure, is the minimum for it to be fair.
Use a long enough period
A week is noise: who was on which shift, what arrived, who took the hard case. A quarter shows something real.
Say what the numbers cannot see
Coaching a colleague, writing documentation, taking the difficult customer nobody else wanted. None of it appears, and all of it is valuable.
A board without that caveat quietly redefines what the team thinks the job is.
The honest use
Finding somebody who needs help, or a team whose workload has changed. That is worth building. A ranking for its own sake is not, and people can tell the difference.
Ask the team first
If they would find it unfair, they are usually right, and they will tell you which measure is missing.
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