The company is a software house who develop a software product. It has many customers so it receives many support call most of them are escalated to the developers. This is unpredicted. The management insist to use the same developers in the new project which is a nightmare, if you need to develop a plan because the resources are not secured for the project(you never know if they will get a support and this happens a lot).
I know that the best way to do this is to establish a new support team. But this is the longtime plan. What else can be done as a short time plan. Saving Changes...
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James PorterSr. Project Planner| Hitachi Rail STS USAGlenshaw, Pa, United States
One approach would be to develop the development schedule in a way that does not assume the developers will be available full-time. You might plan for an average number of hours per day that they will be unavailable. Since you know the developers will be pulled away to work on support calls, it seems logical to build that into your new project plan.
Another approach would be to build buffers in to the development activities to allow for interruptions. Saving Changes...
We tried this approach but the developers are always pulled more than planned. And you cannot refuse these tasks as you can not stop the customer work. Saving Changes...
