Hi,
I want set target for my team member for which i need to calculate time taken for completing request. I get request (standard request) which can contain 1 or any number of line item. The team needs to capture the line items in excel than and do a set of procedure which taken 20-45 mints to complete a request. This is 55% of daily request and rest 45% are called exceptions where again same line item rule apply however the set of procedure after capturing in excel depends upon the client and the requirement to complete a request. This may take 2 hours to 3 days to complet 1 request. I need to set the target, i am not sure what method to go by , if i go by number of line item than 1 person may get 1 item and the other may get 1000 line. If i go by request type than same rule one who has got more line item cannot request. Another challenge is the request type in both standard and exception will be excel which is very fast to capture and we have PDF which is little more time consuming and last is Scanned document which is tuff. Some one who has black belt in six sigma and has good knowledg in BPO operations pls help me... i cannot do anything like staffing, capacily planning, appraisel etc......pls help
