Pareto the Support Backlog
Apply Pareto analysis to prioritize operational improvement work from category-level data.
Support has 1,240 open tickets. The team needs to choose the first two improvement projects. Rank categories by contribution, calculate cumulative share, and focus on the smallest set that moves most of the outcome. Do not split improvement effort evenly across categories just because every manager has a favorite problem. Before Seven categories, seven proposed fixes, no sense of which fix changes the backlog fastest. After Two categories explain most of the count and breach minutes, so the team funds two targeted fixes. 1. Define the effect Choose open-ticket count and SLA breach minutes as the outcomes, not just total…
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