Top Tasks Management

Tromsø, Feb 13, 2014

Gerry McGovern

gerry@customercarewords.com

www.customercarewords.com

@gerrymcgovern

Microsoft Embedded

1. Customizing

2. Optimizing

3. Design

5 Cloning

Does Microsoft support producing multiple

copies of a Windows Embedded POSReady

2009 image, using cloning?Navigation path:

1. http://www.windowsembedded.com

2. Mouse over “Develop” tab and click “POSReady & WEPOS”

3. Click “Windows Embedded POSReady 2009”

4. Click “TechNet Library”

5. Click “Technical Articles”

6. Click “POSReady 2009 Deployment Planning Guide”

7. Click “Using FBReseal”

8. Landing Page: http://technet.microsoft.com/en-us/library/dd936220.aspx

9. ANSWER: No. FBReseal does not support cloning an image more than once

And the answer is ....

YES

About the University (achievements,

organization, history, location) Academic advisors to help select classes

Academic calendar Academic departments / faculties

Accommodation / housing Add, drop or change courses

Admission (application deadline, decision date,

application status) Admission criteria / entrance requirements

Alumni benefits / privileges Alumni events (dates, activities, registration)

Alumni profiles Book a room (projectors, audio visual)

Bookstore Campus location, maps, directions, parking

Campus visits, tours (dates, events, registration) Career advice / support

Career paths for a program Career planning for students

Change degrees / program Class diversity (industry, experience)

Class notes (read, send new notes) Class schedules (online, on-campus, both)

Commute / transport Companies seeking our graduates

Comparison to other universities Complaints, disputes, policies (Ombudsman)

Contact admissions officer / enrollment advisor Contact the University

Co-op programs and work experience Corporate and business partnerships

Country surveys / reviews / reports

Compare country statistical data

Statistics on one particular topic

Browse a publication

online for f…

611

49

Top 20 Tasks

Tasks Total Vote

% of Total

Vote 31800

Cumulative

Vote

Cumulative

Carewords1 Country surveys / reviews / reports 2178 7% 7% 1%

2 Compare country statistical data 1960 6% 13% 3%

3 Statistics on one particular topic 1869 6% 19% 4%

4 Browse a publication online for free 1610 5% 24% 6%

5 Working papers 1530 5% 29% 7%

6 Publication by topic 1478 5% 33% 9%

7 Basic facts, summaries and overviews 1379 4% 38% 10%

8 Statistics on one particular country 1285 4% 42% 11%

9 Statistical forecasts / projections 1210 4% 46% 13%

10 Access to raw data 1051 3% 49% 14%

11

International guidelines and standards (corporate

governance, tax havens, etc.) 1025 3% 52% 16%

12 Statistical sources and methods 1019 3% 55% 17%

13 What's new (hot topics, recent publications, events) 1004 3% 58% 19%

14 OECD policy advice by topic, country 843 3% 61% 20%

15 OECD Annual Report 784 2% 64% 21%

16 Publication by country 746 2% 66% 23%

17 Best practice in policy implementation 739 2% 68% 24%

18 Publication by title 614 2% 70% 26%

19 Simple, easy-to-understand tables and graphs 613 2% 72% 27%

20 News releases 542 2% 74% 29%

Top 25%

26-50%

51-75%

Bottom 20 Tasks

Tasks Total Vote

% of Total

Vote 31800

Cumulative

Vote

Cumulative

Carewords51 Find a local library with OECD publications 92 0% 97% 73%

52 How OECD interacts with non-member countries 92 0% 97% 74%

53 Subscriptions to OECD services 90 0% 97% 76%

54 Photos / images / videos 80 0% 97% 77%

55 OECD Annual Forum / Ministerial Council Meeting 73 0% 98% 79%

56 Have your say (public consultation and participation) 71 0% 98% 80%

57 How OECD is funded (budget) 70 0% 98% 81%

58 How peer review works 60 0% 98% 83%

59

Find OECD officials (secretary-general, directors,

ambassadors) 59 0% 99% 84%

60 Acronyms, abbreviations 57 0% 99% 86%

61 Personalize the website (MyOECD) 56 0% 99% 87%

62 Press conferences (calendar, accreditation) 56 0% 99% 89%

63 Find a local bookshop / distributor for OECD publications 51 0% 99% 90%

64 Publishing rights and permissions 45 0% 99% 91%

65 What's involved in OECD membership 44 0% 99% 93%

66 Secretary-General speeches and activities 39 0% 100% 94%

67 Find OECD locations 38 0% 100% 96%

68 Tours of the OECD 37 0% 100% 97%

69 Hotels near OECD locations 24 0% 100% 99%

70 Password problems 23 0% 100% 100%

Sources for Longlist

1. Organization strategy

2. Stakeholder reviews

3. Existing website

4. Top search terms (annual)

5. Most visited pages, files (annual)

6. Competitor or peer websites

7. Traditional / social media

8. Customer feedback / research

Category Questions

Gender

Tasks Mal

e

Femal

e

Total

1 Check symptoms 3% 5% 5%

2 Basic facts about conditions / diseases 3% 4% 4%

3 Book an appointment online 4% 3% 4%

4

Get advice from a doctor / nurse (phone, website chat,

email) 3% 3% 3%

5 What to do based on your symptoms 2% 3% 3%

6

Best place to go for help (GP, A & E, clinic, walk-in

centre, pharmacist) 3% 3% 3%

7 When to seek urgent medical attention 2% 2% 2%

8 Get your medical records online 3% 2% 2%

9 How a condition / disease should be treated 2% 2% 2%

10 What to do in a medical emergency 2% 2% 2%

11 Get test results online 2% 2% 2%

12 Opening times (GPs, clinics, chemists) 2% 2% 2%

13 Can I treat this myself? 2% 2% 2%

14 Seriousness of a condition / disease (prognosis) 2% 2% 2%

15 Diet, food and nutrition 1% 2% 2%

16

Compare hospitals based on quality of care (infection

rates, MRSA, surgical errors, death rates) 2% 2% 2%

17 Contact details for hospitals, GPs, gyms, etc 2% 2% 2%

18 Treating common health problems at home 1% 2% 2%

19 Choose a GP that's right for you 2% 1% 2%

20 Tips for coping with a condition / disease 2% 2% 2%

Top 25%

26-50%

51-75%

TASKPERFORMANCE

INDICATOR

During treatment for a

stomach ulcer, Deborah

Knifton was devastated to

find out that she had

stomach cancer. At the age

of 40, she had surgery to

remove her stomach.

18

Task Question Checklist1. Based on top tasks

2. Representative & typical—fix it, fix many

3. One task, one unique answer

4. Does not contain hidden clues

5. Clearly different from other tasks

6. Independent from other tasks

7. Short – 30 words or less

OECD Top 20 Tasks

Tasks Total Vote

% of Total

Vote 31800

Cumulative

Vote

Cumulative

Carewords1 Country surveys / reviews / reports 2178 7% 7% 1%

2 Compare country statistical data 1960 6% 13% 3%

3 Statistics on one particular topic 1869 6% 19% 4%

4 Browse a publication online for free 1610 5% 24% 6%

5 Working papers 1530 5% 29% 7%

6 Publication by topic 1478 5% 33% 9%

7 Basic facts, summaries and overviews 1379 4% 38% 10%

8 Statistics on one particular country 1285 4% 42% 11%

9 Statistical forecasts / projections 1210 4% 46% 13%

10 Access to raw data 1051 3% 49% 14%

11

International guidelines and standards (corporate

governance, tax havens, etc.) 1025 3% 52% 16%

12 Statistical sources and methods 1019 3% 55% 17%

13 What's new (hot topics, recent publications, events) 1004 3% 58% 19%

14 OECD policy advice by topic, country 843 3% 61% 20%

15 OECD Annual Report 784 2% 64% 21%

16 Publication by country 746 2% 66% 23%

17 Best practice in policy implementation 739 2% 68% 24%

18 Publication by title 614 2% 70% 26%

19 Simple, easy-to-understand tables and graphs 613 2% 72% 27%

20 News releases 542 2% 74% 29%

Top 25%

26-50%

51-75%

20

Task 1 1 Japan

What are the OECD’s latest recommendations

regarding Japan’s health-care system?

Task 2 2 Vietnam

In 2008, was Vietnam on the list of countries that

received official development assistance?

Task 3 3 Heart

Did more males per capita die of heart attacks in

Canada than in France in 2004?

Task 4 4 Teacher

What is the latest average starting salary, in US

Dollars, of a primary school teacher across OECD

countries?

Task 5 5 Employ

What is the title of Box 1.2 on page 73 of OECD

Employment Outlook 2009?

Task 5 – Box 1.2 Employment

What is the title of Box 1.2 on page 73 of OECD Employment Outlook

2009?

Median time on task (sec) = 215

Optimal time on task (sec) = 81

Task Performance

Indicator (TPI) 100 Max

9

Task Performance

Subscribers and readers at subscribing institutions

Government officials with accounts

Accredited journalists

Non-subscribers: browse online version for free

Non-subscribers: purchase a copy

Task 5 – Box 1.2 Employment

What is the title of Box 1.2 on page 73 of OECD Employment Outlook

2009?

Median time on task (sec) = 215

Optimal time on task (sec) = 81

Task Performance

Indicator (TPI) 100 Max

9

Task Performance

Browse free publication: What is the title of Figure 1.1 on page 17 of OECD Employment Outlook 2012?

Success/Failure Rates Completion Time

Task 5 performance = Excellent (80-100) TPI = 97

Good0-2.25 x Target

* All Failure times treated as 300 seconds

Minor Time Issue2.25-3.25 x Target

Major Time Issue3.25-5.75 x Target

Critical Time IssueAbove 5.75 x Target

© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 33

240mannual visits

to Cisco.com

2msocial media

mentions

4.2msocial reach

3mcustomer app

Downloads*

(6x YoY)

1.3mpaid search

click-throughs

73morganic search

referrals

3mmobile web

visitors

1.4msocial referrers

to Cisco.com

Cisco.com Social Reach Mobile Phones Tablets

Source: Cisco SiteCatalyst & other internal metrics.

2% 55% 91% 341%

Continuous Improvement

Identify Top

Tasks

Measure Top

Tasks

Task Based

Support

Accessories and parts

Advertising / branding campaigns (The Human

Network)

Blogs Buy Cisco books and merchandise

Buy products and services from resellers,

distributors, service providers, Cisco, or online Calculate return on investment (ROI)

Calculate total cost of a solution Call or chat online with a sales professional

Case studies / success stories / testimonials

Check product or service availability (lead times,

back order, in stock, in my region)

Cisco alliances (strategic, regional, global)

Cisco company overview (history, mission,

values, management)

Cisco financials, annual reports Cisco locations and contact details

Cisco's environmental strategy

Compare Cisco products, services and solutions

to each other

Compare Cisco with competitor products,

services and solutions

Compatibility / interoperability (software,

hardware, version)

Configure / set up a product (tech guides,

notes, how-to's)

Configure a product or service for the purpose of

researching or ordering

Customer / user reviews and ratings Demos (products, services, solutions)

Download software, firmware, drivers, patches,

updates End of life, end of sale, end of support

Energy efficient products

Events (webcasts, seminars, CiscoLive, Cisco

Networkers)

Financing, leasing options (Cisco Capital)

Find an IT consultancy / reseller to help plan,

build and run my network

Follow Cisco on Twitter, Facebook, YouTube Get help with ordering process

Images, product pictures, videos, logos

(Multimedia Library, Resource Center)

Install / upgrade / migrate (tech guides, notes,

examples)

Maintain / operate (tech guides, notes,

examples) Manage my Cisco.com profile (password, login)

Manage or renew service contracts (CSCC)

Solutions to match business needs (work

remotely, improve productivity, secure my

business)

Tasks Voting TrendsTasks

491

Voters

983

Voters

1474

Voters

1966

Voters

1 Download software, firmware, drivers, patches, updates 8% 8% 9% 9%

2

Configure / set up a product (tech guides, notes, how-

to's) 9% 8% 8% 8%

3 Troubleshooting (bug fixes, diagnostics, guides) 7% 8% 8% 7%

4 Install / upgrade / migrate (tech guides, notes, examples) 6% 6% 6% 5%

5 Support (TAC) service requests (case creation, tracking) 6% 5% 5% 5%

6 Maintain / operate (tech guides, notes, examples) 4% 4% 4% 4%

7 Network design (tech guides, notes, examples) 5% 4% 5% 4%

8 Service, support options available for my product 3% 4% 3% 4%

9

Product and technical communities (troubleshooting,

developer, learning) 3% 3% 3% 3%

10 Support alerts (new drivers, patches, software, security) 2% 3% 3% 3%

11

Networking certification requirements (CCIE, CCNP,

CCNA) 2% 2% 2% 3%

12 Talk / chat online with a support person 3% 2% 2% 2%

13

Compatibility / interoperability (software, hardware,

version) 2% 2% 2% 2%

14 Training (courses, calendar, locations) 2% 2% 2% 2%

15

Products by specific technical requirements (capacity,

bandwidth, dimensions) 2% 1% 2% 2%

16

Pre-purchase technical information (datasheets,

whitepapers, requirements) 1% 2% 2% 2%

17

Solutions to match business needs (work remotely,

improve productivity, secure my business) 2% 2% 1% 1%

18 Networking certification status, maintenance and renewal 1% 1% 1% 1%

19 Warranties 1% 1% 1% 1%

20

Configure a product or service for the purpose of

researching or ordering 1% 1% 1% 1%

Top 25%

26-50%

51-75%

Tasks Pie ChartDownload software,

firm…

Configure / set up a pr…

Troubleshooting (bug fi…

615

43

Top 25%

26-50%

51-75%

Top 20 TasksTasks Total Vote

% of Total

Vote 29490

Cumulative

Vote

Cumulative

Carewords

1 Download software, firmware, drivers, patches, updates 2664 9% 9% 1%

2

Configure / set up a product (tech guides, notes, how-

to's) 2267 8% 17% 3%

3 Troubleshooting (bug fixes, diagnostics, guides) 2185 7% 24% 4%

4 Install / upgrade / migrate (tech guides, notes, examples) 1610 5% 30% 6%

5 Support (TAC) service requests (case creation, tracking) 1514 5% 35% 7%

6 Maintain / operate (tech guides, notes, examples) 1316 4% 39% 9%

7 Network design (tech guides, notes, examples) 1316 4% 44% 10%

8 Service, support options available for my product 1043 4% 47% 12%

9

Product and technical communities (troubleshooting,

developer, learning) 813 3% 50% 13%

10 Support alerts (new drivers, patches, software, security) 797 3% 53% 15%

11

Networking certification requirements (CCIE, CCNP,

CCNA) 767 3% 55% 16%

12 Talk / chat online with a support person 632 2% 57% 18%

13

Compatibility / interoperability (software, hardware,

version) 628 2% 60% 19%

14 Training (courses, calendar, locations) 561 2% 61% 21%

15

Products by specific technical requirements (capacity,

bandwidth, dimensions) 460 2% 63% 22%

16

Pre-purchase technical information (datasheets,

whitepapers, requirements) 447 2% 64% 24%

17

Solutions to match business needs (work remotely,

improve productivity, secure my business) 436 1% 66% 25%

18 Networking certification status, maintenance and renewal 420 1% 67% 27%

19 Warranties 416 1% 69% 28%

20

Configure a product or service for the purpose of

researching or ordering 392 1% 70% 30%

Top 25%

26-50%

51-75%

Tasks Long Neck

0

500

1000

1500

2000

2500

3000

1 6 11 16 21 26 31 36 41 46 51 56 61 66

Vo

te

Carewords

Bottom 20 Tasks

Tasks Total Vote

% of Total

Vote 29490

Cumulative

Vote

Cumulative

Carewords

48

Check product or service availability (lead times, back

order, in stock, in my region) 155 1% 93% 72%

49 Energy efficient products 148 1% 94% 73%

50

Find an IT consultancy / reseller to help plan, build and

run my network 147 0% 94% 75%

51

Cisco company overview (history, mission, values,

management) 143 0% 95% 76%

52

Test results, benchmarks, reviews from industry

publications and analysts 136 0% 95% 78%

53 Cisco locations and contact details 126 0% 96% 79%

54 Cisco alliances (strategic, regional, global) 124 0% 96% 81%

55 Cisco's environmental strategy 113 0% 96% 82%

56

Strategic and business communities (innovations, solve

business problems) 111 0% 97% 84%

57 Get help with ordering process 105 0% 97% 85%

58 Calculate return on investment (ROI) 104 0% 97% 87%

59 Follow Cisco on Twitter, Facebook, YouTube 100 0% 98% 88%

60 Newsletters and feeds (email, RSS) 99 0% 98% 90%

61 Presentations from Cisco executives 97 0% 98% 91%

62 Cisco financials, annual reports 94 0% 99% 93%

63 Press releases 85 0% 99% 94%

64 Recycling and disposal of Cisco products 84 0% 99% 96%

65 Blogs 80 0% 100% 97%

66 Advertising / branding campaigns (The Human Network) 57 0% 100% 99%

67 Financing, leasing options (Cisco Capital) 51 0% 100% 100%

2010

15 Steps

Downloading Software

for 7920

280 seconds approx

Path 1

1

Path 1

2

Path 1

2

6

5

4

3

Path 1

“I’m assuming that one of

these is the one I want.”

7

Path 1

8

Path 1

9

Path 1

10

Path 1

11

Path 1

12

Path 1

13

Path 1

14

Path 1

15

“There are a lot of steps

before you get to download”

2012

4-7 Steps

Download Software

for RV082

60-100 seconds

Download firmware: Obtain the latest firmware for your RV082 router compatible with Version 3 hardware.

Very Good TPI = 75Task 1 performance =

Success Rate Comparisons

August 2011 February 2012

Completion Time Comparisons

Download firmware: Obtain the latest firmware for your RV082 router compatible with Version 3 hardware.

Very Good TPI = 75Task 1 performance =

Good Minor Major Critical

1

2

3

4

Download firmware

Feb 2012

Release 1

36

75 72

91

828686

0

10

20

30

40

50

60

70

80

90

100

Aug-11 Feb-12 Jun-12 Oct-12 Feb-13 May-13 July-13

Content first

60

@gerrymcgovern