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8/8/2019 Productivity and Work Habits
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2006 Verbatim Management Conference2006 Verbatim Management Conference
Boosting ProductivityBoosting Productivity
8/8/2019 Productivity and Work Habits
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2006 Verbatim Management Conference2006 Verbatim Management Conference
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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2006 Verbatim Management Conference2006 Verbatim Management Conference
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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2006 Verbatim Management Conference2006 Verbatim Management Conference
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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2006 Verbatim Management Conference2006 Verbatim Management Conference
Type of WorkType of Work
Copy TestingCopy Testing
AdAd--hochoc
TrackerTracker BusBus
MultiMulti--LanguageLanguage
IVRIVR
Concept/ CallbackConcept/ Callback
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2006 Verbatim Management Conference2006 Verbatim Management Conference
TOOLS for ProductivityTOOLS for Productivity
Excel AddExcel Add--inin GoToMeetingGoToMeeting/ PC/ PC
Help SystemHelp System
Users GroupUsers Group
Support/Support/
PhonePhone
SoftwareSoftware
8/8/2019 Productivity and Work Habits
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2006 Verbatim Management Conference2006 Verbatim Management Conference
Automation/ IntegrationAutomation/ Integration
DataData--ININ
DataData--OUTOUT
Formatted for your systemsFormatted for your systems
MARK THATCHERMARK THATCHER
8/8/2019 Productivity and Work Habits
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2006 Verbatim Management Conference2006 Verbatim Management Conference
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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2006 Verbatim Management Conference2006 Verbatim Management Conference
PeoplePeople
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2006 Verbatim Management Conference2006 Verbatim Management Conference
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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2006 Verbatim Management Conference2006 Verbatim Management Conference
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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2006 Verbatim Management Conference2006 Verbatim Management Conference
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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2006 Verbatim Management Conference2006 Verbatim Management Conference
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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2006 Verbatim Management Conference2006 Verbatim Management Conference
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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2006 Verbatim Management Conference2006 Verbatim Management Conference
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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2006 Verbatim Management Conference2006 Verbatim Management Conference
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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2006 Verbatim Management Conference2006 Verbatim Management Conference
The FutureThe Future
More TrainingMore Training
NewNew ToolsToolsCodebookCodebook sizesize
Regular ExpressionsRegular Expressions
Quality CheckingQuality Checking
Other influencesOther influences
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2006 Verbatim Management Conference2006 Verbatim Management Conference