In this report analysis of a support chat log of a development team is shown. Developer support chat is used to provide internal support to other development teams. The report shows how a fundamental data analysis helped to identify gaps and action items to boost performance of a development team by reducing time spent on developer support chat and minimizing interrupts from other developer teams. The report also shows an example of how a root cause analysis can be supported by simple data analysis in finding process improvement opportunities.
@article{arxiv.1503.05533,
title = {Fundamental Analysis of a Developer Support Chat Log for Identifying Process Improvement Opportunities},
author = {Zádor Dániel Kelemen},
journal= {arXiv preprint arXiv:1503.05533},
year = {2015}
}