One fine day at work, on an afternoon you think would be different from the stress-filled ones of the previous week, imagine being confronted by this issue: one employee claims to have worked terribly hard on a project. Finally being able to solve the customer’s issue, he hands it to a colleague for follow-up. From out of nowhere, however, the first employee is greeted with the shock of finding out that the second employee had claimed the glory for his efforts. The colleague denies the allegations and insists that the work was his own.
And then comes a seemingly endless battle for who gets the credit.
If your company tracks and incentivizes employee productivity based on a certain set of metrics, this seems like a pretty inefficient way to determine an employee’s performance acknowledgment, right?
This is where an automated issue tracking system should probably come in handy.
What is issue tracking?
Issue tracking is the process of tracing and recording the developments related to a particular issue, product or project being tackled. The documentation process is organized to make a more systematic review of who, what, when, where and how a particular issue has been dealt with.
This serves as a way for managers to more easily monitor and organize their teams and tasks, as well as acts as a knowledge base for others who may need the information if ever the same issue is encountered again. Since it is an ongoing process, more users can contribute to the issue information, so different ways of solving a particular bug can be integrated until the most efficient method is determined.
Likewise, faulty ways of dealing with such issues can be easily detected and remedied.
Which industries make use of issue tracking?
There are many work-related cycles that are made more efficient by issue tracking. Issues such as software-related problems in programming, bug tracking and software development industries, as well as customer-related reports on issues or technical problems directed to BPO, technical support and helpdesk industries.
Initially, they were mostly used in software development and bug tracking settings to streamline the documentation process, thereby making for a more efficient, seamless integration of a team’s development on a particular project. Since then, owing to the relative cost-effective results that the process has contributed, it has been adapted for use in other industries as well.
How does issue tracking benefit the users?
- Better administration
It is easier to prioritize tasks when you can easily break down complex routines into more manageable pieces and thus, dividing them up between the team.
- Monitoring team performance
When an issue is created and recorded, details of the issue, including latest results, are sent to relevant parties with quick notes and summaries. No need to spend time doing manual reviews as notifications are electronically sent whenever there are updates.
- Managing tasks
Multiple tasks are easily manageable because they are viewable in a single interface. Sub-tasks can be viewed as hierarchically divided parts of an integrated whole without confusing how a single task can contribute to the bigger project.
Since the information can be viewed by all the parties involved, it becomes easier for members of a team to share best practice tips, what to avoid, similar issues, etc.
- As knowledge base
Your issue tracking system files all pertinent information for documentation and review purposes. It records if a solution came out effective, or if further enhancement to a procedure is warranted.
No need to review page after page of documentations manually to find what you need. This is because pertinent information can be easily viewed by relevant parties. It is also a more efficient way to determine employee performance appraisal.
Every service-based business thrives on consumer satisfaction, which, in a nutshell, can be measured by the speed and quality of the services delivered. With the transparency and relative ease-of-use that an issue tracking software offers, you can better deliver information that your customers need. Plus, no more needing to handle employee squabbles over who gets the credit.