August 2011
Intermediate to advanced
264 pages
8h 42m
English
Content preview from Codermetrics
Become an O’Reilly member and get unlimited access to this title plus top books and audiobooks from O’Reilly and nearly 200 top publishers, thousands of courses curated by job role, 150+ live events each month,
O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.
Name
Penalties Per Win (PPW)
Synopsis
- Purpose
Measure the overall urgency of customer support issues relative to the number of new users. - Formula
Penalties Per Win = Penalties / Wins
Example
During a two-week timeframe for one software release, the following user issues are reported to the customer support team either over the phone or through email, and are rated on a scale for urgency from 1 (least urgent) to 4 (most urgent):
| Week 1: Issue 1 with Urgency 2 |
| Week 1: Issue 2 with Urgency 3 |
| Week 1: Issue 3 with Urgency 1 |
| Week 1: Issue 4 with Urgency 1 |
| Week 2: Issue 5 with Urgency 4 |
| Week 2: Issue 6 with Urgency 2 |
| Week 2: Issue 7 with Urgency 2 |
| Week 2: Issue 8 with Urgency 3 |
During the same two-week period, the software release records the following new user activations:
| Week 1: 18 new user activations |
| Week 2: 22 new user activations |
You can calculate the PPW per week and overall as follows:
| PPW during Week 1 = (2 + 3 + 1 + 1) / 18 = .4 |
| PPW during Week 2 = (4 + 2 + 2 + 3) / 22 = .5 |
The Total PPW is not calculated by adding the weekly totals; instead it should be calculated across the entire period as follows (in this example it would be the same as taking the Average across the two weeks):
| Total PPW = (2 + 3 + 1 + 1 + 4 + 2 + 2 + 3) / (18 + 22) = 18 / 40 = .45 |
Notes
Penalties Per Win is a normalized view of Penalties, since a software release that is accumulating users more quickly might also accumulate a proportional amount of user issues. If, for example, one software product adds one hundred users a month ...
Become an O’Reilly member and get unlimited access to this title plus top books and audiobooks from O’Reilly and nearly 200 top publishers, thousands of courses curated by job role, 150+ live events each month,
and much more.
Read now
Unlock full access
More than 5,000 organizations count on O’Reilly
O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.