Shift handover is bullshit

This was an excellent speech (http://bit.ly/120CXVv) by Sir Narendra Modi, The Chief Minister of Gujarat. One of his views that gave me a direct connect to the processes we work on is his philosophy of “transfers”. He said that “in his entire term of 12 years he transferred very few officers within intra departments”. There is a high probability that your problem gets resolved and handled by same officer, even after years.

What does this imply in Incident Management system?

In past, I had done an analysis on ageing of tickets and what I found was majority of tickets failed to meet its TAT due to “multiple hands on one ticket” (Tickets being moved from one person to another in the name of shift handover).

Problem of shift handover

Responsibility – The responsibility of a ticket is passed to someone else and hence the first person bothers less about the ticket since no longer it is his problem.

Accountability – Not only the ticket but accountability of resolution of ticket is too passed to second person.

Time lost between handover – Time is also lost while transferring a ticket from one person to another.

First Time Resolution (FTR) by the ticket owner

A shift may be handed over but a ticket should not. FTR by ticket owner can rescue this situation by putting the onus on the ticket owner; there is no recourse unless the ticket is resolved by the ticket owner. This would lead to better “ticket owner to resolve ratio” thereby eliminating problem of responsibility, accountability and time loss between ticket transfers.

There are unavoidable situations where the ticket requires a transfer, but these unavoidable situations are rare and must be allowed in the rarest situations.

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Implementation of plans through governance not corruption

Budget is announced and deception begins from March. Ineffective implementation of plans announced is one of the greatest concerns in this country.

Take for example the current Farmer Debt waiver scheme. A total of 52000 crore was allocated for farmers to reduce the number of suicide deaths.

The implementation agencies and agents responsible allocated worth of Rs 10000 crore to Non Agricultural farmers or the rich ones (Rich becomes richer….)

CAG claims to test around 80 Lakh sample of cases, that translates to 400 CAG officials working round the clock for 6 months. On the contrary I doubt the the sanctity of this activity but never mind.

There is a highest possibility of this 10000 crore being swished back to use for then contested General Election of 2009. I know am little over confident on this statement.

If murder and rape is crime, then what about those 80 Lakh farmers who may be forced to commit suicide under the burden of debt. These culprits must be shot in public place for such crimes and corruption

This year trillions of rupees have been allotted for various purpose especially Agriculture and Education. The two most vulnerable industries targeted for corruption. If there is little shame left, government must heed to people’s demands to bring effective Governance and end this menace of corruption and mental rape of our farmers.