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IntermediatePROBLEM_SOLVING
You’re given a loosely defined objective such as “improve our team’s responsiveness to internal requests.” What information would you gather first, what metrics would you consider tracking, and what initial changes would you propose within the first month?
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General

Sample Answer

First, I’d baseline the current state: pull 3–6 months of internal ticket data from Jira/ServiceNow and interview 6–8 key stakeholder teams. I’d map request types, current SLAs (if any), average first-response time, average resolution time, backlog size, and % of tickets breaching due dates. Key metrics: first-response time, time-to-resolution per category, reopen rate, and CSAT from a 1‑question post-ticket survey (e.g., via Google Forms or Jira automation). Within the first month, I’d: (1) implement a triage hour twice daily, (2) introduce 3 priority levels with clear definitions, (3) create FAQ/templated responses for top 10 request types, and (4) publish a simple intake form. The goal: reduce average first-response time by 40% and backlog by 25% in 30 days, then reassess bottlenecks.

Keywords

Baseline with historical data + stakeholder interviewsDefine and track 3–4 core responsiveness metricsImplement triage, prioritization, and templates in month oneSet clear 30-day improvement targets (e.g., 40% faster responses)
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