USE CASE

Daily Operations

For our client’s server troubleshooting team, Confidence provides standard operating procedures, tracks live progress, drives consistent usage, and highlights opportunities for improvement.

Where code deployments have a high level of variability among operators, Confidence playbooks ensure best practices for each transaction while allowing team members to comment and specify collective actions taken and in which step troubleshooting problems were solved.

For management, our detailed reporting aids you in the decision-making process, while ensuring clients and stakeholders get the high level of quality they expect.

WITHOUT CONFIDENCE

Substantial gaps in procedural documentation
Runbooks locked in Word docs
Inconsistent methods of execution across team
Insufficient visibility into troubleshooting processes
Difficult to maintain standards for repeating and completing a process
Lack of visibility into commonly recurring issues

WITH CONFIDENCE

Thorough documentation of all troubleshooting steps

Easy access to processes, divided into tasks per error code

Includes end-to-end steps, visual aids, important notes capturing institutional knowledge

Optimized steps during the process capture phase for greater consistency between teammates

Improved visibility into issues needing resolution

Comments used collectively for team updates on daily activities performed

Key Results:

Process check-off procedure with expected duration of 24 hours proved to take only 12 hours
Operations team reduced transaction processing time from went from 4.8 hours/day to 2.4 hours/day
Live detailed reporting maximizes traceability into who has been doing what for how long
In just 2 months with Confidence, an SME reduced the number of tasks to complete a process from 46 to 34, reduced the average time spent from 65 minutes to 36 minutes
In just 1 month processing daily ops in security and job scheduling went from 6.7 hours/day to 4.1 hours/day
Morning checklist reduced task count by 12, reducing variability coefficient by 92%
Management now sees variability amongst operators, lulls in activity to identify new capacity and reallocate work, weekly time breakdowns, operator comments, and process comparisons

EFFICIENCY GAINS

+45%Analyzing processes on a granular level allows operators to combine and remove redundant steps

INCREASED CAPACITY

-50%Detailed metrics enable standardization and automation giving operators greater scope-of-work, minimizing tribal knowledge

REDUCED VARIABLITY

-90%CaptuCapturing best practices for each process provides future operators with a framework to produce consistently accurate work

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With attrition rates at an all-time high, managing operational IP across the labor and productivity gap is a very real problem — but you can start taking control now.