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Technician to user ratio

Posted on 2003-02-19
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I know this isn't a technical question, but I was wondering if you knew where I could find some documentation on staffing recommendation for technician to user ratios.  I would appreciate any assistance you can provide.

Thank you,

Scott
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Question by:smeadows
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Expert Comment

by:lyonst
ID: 7981416
Here is an example of one ..

http://techguide.merit.edu/staffingmodels.htm

I guess you could apply a similar formula to you own area.

If you are looking at a specific product or technology then other factors I would include would be the Stability of the product and it complexity both in terms of usability and technology etc...

Cheers,

T.
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lyonst earned 400 total points
ID: 7981463
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Expert Comment

by:billious
ID: 7988503
Any such analysis must take into consideration a number of variables. Any analysis yielding a fixed figure for a "correct" ratio is suspect.

Do you require support 24/7, 9-5/7 or 9-5/5?
Have you chosen reliable equipment, rather than cheap equipment?
Are your users computer-literate or cyberphobes?
Do all of your users use the equipment, or are there some that use it rarely, if at all?
Do you regard "technicians" to include or exclude help desk and programmers?
Do you have a stable, consistent program suite, or are you using different OSs and packages?
Is your user-training up to scratch, and do you regard the trainers as "technicians"?
Do you have development or roll-out plans, or is your system stable?

And so it goes on...

Unfortunately, companies who think in terms of fixed ratios also appear to think that "cheap is best" and consequently actually require more technicians to "nurse" the system.

Essentially, keep adding technicians until you find that they can get their work done and all go home on time. Then you have enough, and you can consider what to do when they require to go on courses or on vacation or whatever.

...Bill
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Author Comment

by:smeadows
ID: 8158666
Thank you so much for your input!
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Expert Comment

by:lyonst
ID: 8158696
No problem at all..cheers.

T ;-}
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