Problem/sub­problem as the Team Has Understood

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1. Problem/sub­problem as the team has understood

Community Operations team within Facebook seeks to improve its operational process of reviewing the content reported by the Facebook users, who have had negative experiences, and resolving these issues in an efficient and quick manner in line with global policies. The team is striving to build a systematic and sustainable process model that can be continuously monitored in real­time by the management. Key levers suggested are:

(1) Detecting an unexpected rise in the volume of incoming tickets (user issues) by defining the control limits (threshold levels) within which the rise in volume is considered as normal. A complementary prediction model could also be set up by understanding the key factors/patterns in the Facebook community usage that result in such sudden spikes in volumes and using these factors to establish predictive anomaly alerts for sudden increases in incoming ticket volumes. (2) Establishing a scalable and sustainable algorithm that routes the incoming user issues to

its employees. This algorithm is developed with the objective to optimize the key performance metrics of the community operations team (e.g., response time, resolution time, quality of resolution etc.,) (3) Analyzing the historical data related to time taken by employees to review and resolve

user issues across different issue categories and severities and coming up with a statistical model to detect the variance of time taken by users for similar issue categories. The goal of the team is to address the knowledge gaps of employees who are taking more time to resolve issues by training them and refining the Standard Operating Procedures (SOP). (4) Incentivizing employees through a quarterly rewards scheme/variable pay structure based on their performance will motivate them to improve their productivity levels, thereby reducing the time taken by them to resolve user issues and improving the quality of resolution.

2. What is the approach you will take to address these issues?

(1) Traffic modeling,

(2) Resource allocation

(3) Variation of a call­center problem approach.

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(4) The criteria used for analyzing the employee performance can look at the following

metrics and an employee incentive plan can be arrived at as below:

Metric

Improvem ent from the target

Rating (Scale of 1­10)

Priority (Hi­Med­ Low)

Performance Score

Average ticket resolution time

% value X​

1

1­High f(Rating,

Priority,...)

# of tickets resolved % value X​