I am trying to design a new process to improve the quality of user interventions whereby user calls will be treated faster and more efficiently. But the main aim is trying to resolve the users functional issues so I am trying to find the best way to manage the users questions without overload with enough work to the responsible.
If someone has been working with this issue, I'll appreciate the help.
Regards Saving Changes...
Michael WoodProject Manager / Business Analyst / Business Process Improvement Guru| Independent ContractorGig Harbor, Wa, United States
The technique I have used is that of rapid escalation from the help desk to the subject matter expert and then as far as the CIO if need be. The concept is that the help desk has a very limited time to reslove the issue before it is automatically escallated to the Subject Matter Expert. Typcially there is a help desk product in place that can do auto escallation to a beeper. Once notified the SME has to contact the user / customer and a new time limit is started before further escallation occurs. The Help Desk staff monitors the time limits and does follow-up and final closure of the support request. There are many variations on this approach and it must be crafted to your situation. In my organization (600 users, 60 IT staff, 11 major applications) the help desk had 45 min. to resolve a call then the SME had 1 hour. AFter that the call was escalated to me (CIO) if it impacted our 7x24 business operations or negatively impacted customer service levels. It was tough at first with many 2am calls to me. But over a short period of time the calls reduced and service levels were outstanding. Saving Changes...
"We are ashamed of everything that is real about us; ashamed of ourselves, of our relatives, of our incomes, of our accents, of our opinions, of our experience, just as we are ashamed of our naked skins."
