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FrankFo
New Participant
February 6, 2020
Question

Scorecard for a Request

  • February 6, 2020
  • 18 replies
  • 3065 views
Has anyone built a scorecard similar to what is available for a project scorecard and apply it to a request (Issue). We are exploring to have a way to prioritize the many requests that we receive to determine the order to work the requests. We have a custom form where customers enter a request and want them to answer some questions to result in a score that will help us sort requests and ensure that we are working on the most important items first. Thanks Frank Fornataro DHHS
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    18 replies

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    FrankFoAuthor
    New Participant
    October 1, 2020

    ‚I am assuming that the Channels field is a multi-select field and would guess that if you picked more than one items then the results in the database would be each selection followed by a "," or ";". I recommend removing the quotes (") between each selection and represent the multiple selection like so IF(Channels = "SMS,SOCIAL,BLOG", 25, 0). I would first make the selections and if possible in a report pull the field and see how that is displayed in the report.

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      SSM01
      New Participant
      October 1, 2020

      Thank you Frank -- the Channels field is a single-select dropdown field, so unfortunately it does not appear to have taken the change well (I did give it a shot, as the suggestion was sound!). When I made the change, the value it was displaying for the SMS, SOCIAL and BLOG selections was showing as 0 (I presume because the IF statement was demanding all of the above be selected, but I'm not certain).

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      TimGr1
      New Participant
      October 2, 2020

      Hey Mike,

      I found that for a drop down field, I had to create a specific calculation for each selection and then do display logic so that depending on what gets chosen, it'll only show the one item with the score after the custom form is saved from the selection by the requestor.

      First calculated field - IF({Channels} = "SMS", 25, 0)

      Second calculated field - IF ({Channels} = "SOCIAL", 25, 0)

      Third calculated field - IF({Channels}="BLOG",25,0)

      I'm sure that others are better than me at doing equations and there may be other approaches, but this was how I was able to get this stuff to work. See if that works to at least get you going and then you can do a v2 that has a better equation that you can work out in the background. :)

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        FrankFoAuthor
        New Participant
        September 23, 2020

        ‚We implemented a custom form scorecard. When our requestors submit a request they are required to answer 7 questions that were identified by the management of the requesting teams. Each answer has points associated with them. Once the request is submitted there is a simple algorithm that adds the total score and divides the total by questions answered.

        This has helped us greatly as we are an Agile team so when we look at the request backlog they are ranked highest score to lowest score. Depending on availability and our teams capacity we select the highest scored item that we can complete within a sprint (Iteration) and plan our iterations based upon the ranking with some adjustments based upon availability and capacity.

        The scorecard has helped us to prioritize. The custom form is a simple calculation to capture the points from each answer and totally them at the end. We also have a calculation to add up or count the questions that have answers which become the denominator for the points to be used for ranking.

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          SSM01
          New Participant
          September 23, 2020

          Hi everyone!

          I am a bit late to this party, but this thread is describing exactly what we are also looking for at my organization, and I have a few questions for you all...

          We are using a request queue based process, so, much like you were at the outset of this (I imagine), we are looking at two options: A) changing process to work Business Case/Scorecards into the sponsor's stage of the request, or B) using custom forms as you all have described. Have any of you noticed any limitations compared to what Scorecards offer, or unforeseen difficulties/blindspots in your data?

          I had a bit of trouble implementing the above calculated field snippets, but I'm going to swing through the LEAP link Tim so graciously shared before I get too much further into that :)

          Thanks!

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            TimGr1
            New Participant
            September 23, 2020

            Hey Mike,

            Did you attend the 2019 Leap conference? If so, then you can access the link. If not, then you won't be able to get into (FYI). That being said, I'm also happy to discuss with you what I've learned when developing the scorecard.

            The main goal that I used out of the scorecard was to drive support team members to a discipline of evaluating a request against the needs of the organization, but also to create the visual that are publically accessible as to where a request lives. I would then use this information in this experiment (I used it for product mgmt as I was wearing project and product mgmt hats at the time) to show how critical is a critical request.

            I frequently ran into a problem, as is human nature, that "my" request is the "most critical." And it could be, but when adding this objective system, it allowed for people to see their request on a bigger picture. We then can have discussions, which is the most important part of the score card to bring people together and to share a vision, you can then say which is more or of lower importance for the moment. The scores can then be adjusted up or down to help with that.

            Another engine that I haven't dived into that may relate to this is portfolio optimizer if you convert these to projects (one of my next items once I get to it). I convert the requests to projects as it offers additional report and financial capabilities over an issue object item and then bring details in from both objects over dashboards that I then use to manage product mgmt meetings.

            The other thing that I did with scoring that I thought was a great visual and benefit of using the application to do the heavy lift for me was that with the custom fields, I could choose our company's strategic areas / goals to weight the request against that, along with adding other factors to differentiate the score enough. I used other scores about compliance to regulatory needs (specific to my healthcare space), severity of workaround and if one exists, priority chosen by the team member, and age of the request. This helped me to tie in the request further to the company vision so that it all rolled up.

            There's a lot of flexibility here.

              S
              SSM01
              New Participant
              September 29, 2020

              Thank you! This is very helpful -- I was able to get my calculated field up and running with a bit of tinkering and you wonderful folks in this thread :)

              I am experiencing an unexpected result, however, and I'm not sure if I did something wrong (I'm still learning the ropes on Text Mode). The code attached in the screenshot is giving me a score of 50 when I select SMS, Blog or Social, even though I am attempting to have those equate to a 25... At first, it wasn't giving me a value for Email at all, but now that's working fine and it's the options in the 25 range that are incorrect... did I miss something?

              Here is the text (not sure if posting on Community will mess with the code though):

              IF(Channels="EMAIL",100,IF(Channels="OLM_BANNER","SITE_ASSETS",50,IF(Channels="SMS","SOCIAL","BLOG",25,0)))

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              ElissaLa3
              New Participant
              February 11, 2020
              Yes that's correct. Elissa Lazor Digital Transformation Consultant and Solutions Architect Austin, TX 281.772.3973
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              FrankFoAuthor
              New Participant
              February 11, 2020
              Thank you I am not an ADMIN for our state but I can have our Admin team make this change and then if I need to get the information I am assuming I can do that via a report. Frank Fornataro DHHS
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              ElissaLa3
              New Participant
              February 11, 2020

              Hi Frank, I have done this both ways as indicated in the other's responses. But if I understand correctly, you have a separate form that you attach to the original issue? You can make sure to create a new section on the form above your calculations and only give Admin access as shown in the screenshot.

              Elissa Lazor Digital Transformation Consultant and Solutions Architect Austin, TX 281.772.3973

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              FrankFoAuthor
              New Participant
              February 9, 2020
              Vikki, Appreciate you sharing this worked great and brought us real close. The only difference I took was to make calculated fields in a separate custom form tied to the Request Object and kept the Total Score on both the Custom Form to answer questions and the Custom Form for calculating the scores. The next step I would like to take is to prevent the requestor from seeing the Custom Form created to calculate the scores. We do not want to share the algorithm to calculate and how we weighted each question. Just want them to answer the question (of course they should be able to see what answer would give them a higher score). To explain why I did it this way; this would store the information and answers selected which would give us the ability to slice and dice the questions and answers if needed to determine how many requests have what answers, score averages as well as where the higher scores and answers are coming from. Again really appreciate all the answers and doing this was very easy although I wish there was some way to make the value be the score; just could not make that happen. Frank Fornataro DHHS
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              TimGr1
              New Participant
              February 8, 2020
              And this may help as well Michelle (I found it the other day for some internal questions about calculations where it may yield some additional help); https://experience.workfront.com/s/article/Condition-operators-in-calculated-custom-expressions-405578809 Tim Greek, PMP IEHP
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              TimGr1
              New Participant
              February 8, 2020
              Hi Michelle, The presentation was called Express Yourself- Getting More out of calculated custom data. If you go into the site for the presentations, in the search field type in "calc" and it'll pop up. I also attended a presentation called Getting Out of Office: Taking Release Management Out of MS Office Suite. This will allowed me to connect to two resources at Aetna who setup a scoring system and they helped me work through some mechanics of calculations and how it works in WF (invaluable info). Let me know if you have any questions or if you come up with some calculations that work for you. I'm always on the hunt for better ways to do it. Tim Greek, PMP IEHP
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              MichelleBo3
              New Participant
              February 7, 2020
              @Tim Greek do you remember the name of the presentation you attended for this at Leap 2019? I would like to see if there is something similar coming to Leap 2020 Michelle Bowden Fiserv ETG
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