One way of analysing what technicians are doing would be to carry out a 'time-sheet' exercise to get all tasks recorded. The problem with this is it is open to abuse, do technicians record all information or use artistic license to ensure their hours add up. With using a database; time on a task can be recorded as well as travelling time.Customer support could be recorded which would include staff advise/training etc.
PS What is the poll question?
