Fundamental Analysis of a Developer Support Chat Log for Identifying Process Improvement Opportunities
This work addresses process inefficiencies for development teams, but it is incremental as it applies existing data analysis methods to a new dataset.
The authors analyzed a developer support chat log to identify gaps and action items aimed at reducing time spent on support and minimizing interrupts from other teams, resulting in performance improvements for the development team.
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.