I like Mark's ideas.
Achievements or badges should also be awarded.
It will need some kind of rule creation tool.
Something with IF criteria1 and/or criteria2 THEN assign X points and/or achievement TO a technician and/or a group of technicians.
In the criterion we must have almost all the fields from a request, problem or project.
Time left before SLA or first response may be a good one.
For the achievements we can imagine a system with tiers with a nice image badge. The badge could be perceived as a seal of quality.
- Tier1 X of criteria1
- Tier2 X*4 of criteria1
- etc...
However something this simple might have negative impact on the quality.
Technicians may rush on the easy jobs.
There are some possible solutions to that.
Limiting the point system to some request but not all. If we can assign points to each request in the catalog but not for the other ones that will limit abusive use of the system.
Being able to assign points to a group of technicians if some request require more than one technician.
Group point for the really basic request:
Each password reset gives X points to all first level technicians currently logged in SDP
I think that penalties should also exist:
- If a request is reopen because it was not solved properly.
- If the survey gives a bad grade to the technician.
- If the SLA is violated.
- If a change is the cause of an incident request
- etc...
This are just some basic concept but the key is to create a system that can easily be adapted to each business with a large quantity of options.