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Lufthansa Technik Group

Gamification of KPIs

Description of the company
Lufthansa Technik is a global leader in maintenance, repair and overhaul services as well as modifications in the aviation industry. With tailor-made maintenance programs and the most advanced repair procedures, we ensure the reliability and availability of our customers' aircraft.
We are independent of aircraft manufacturers and are internationally licensed as a repair, manufacturing and design company. With more than 20,000 employees and over 30 international subsidiaries, the Lufthansa Technik Group offers a complete service to around 800 customers around the world in its Maintenance, Overhaul, Equipment, Engines, Aircraft Systems, VIP Services, Innovation and Digital Fleet Service business units around aircraft technology.
The project is provided and supervised by the IT department "HAM T/TI-GB (I Supply Chain Management).” 

We use quite a lot of Key Performance Indicators (KPIs) to measure and evaluate our ITIL processes (incident, problem and change).
Examples are

  • Number of tickets depending on the status and current assignee
  • Number of test cases and status

Currently they are being visualized by plain charts and lists.
Our environment: Grafana (Dashboard), JIRA, OTRS (Ticketing systems), HPALM (Testing Tool)

These plain numbers and their visualization does not increase the team’s motivation to fulfill or even better exceed the processes. Fulfilling KPIs does not stimulate anyone’s ambition.
We would like to transform the process into a game and by trying to win the game the team automatically perfects these processes.
For example within a former Dashboard we visualized our ticketing workflow by a soccer field: assigning an issue was shown by passing the ball, and finishing an item was shown as a goal. So winning the match meant finalizing as many tickets as possible.
We must of course ensure that the quality does not suffer the ambition of winning. This must be part of the playing rules.

Aims of the project

  • Valuation and prioritization of our current KPIs:
  • Do they help to steer the operational processes? Which ones are the most important KPIs? Are relevant KPIs missing?
  • Development of various ideas of gamification approaches. These approaches can either be cooperative or competitive.
  • Implementation of at least one gamification approach

Target group (students)
For this project, we are looking for highly motivated students in computer science who are interested in making operation more entertaining and who love to think about creative new ways to work with KPIs.

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