The “cream of the cream” to resolve product and services issues
It is very common for manufacturers and service companies, to collect through its post-sales service a number of issues and incidents. Resolution teams should have very clear criteria to categorize issues in terms of “importance of business”, ie criticality (impact) and likelihood to happen. Both variables have three qualification degrees: High, Medium and Low.
Once positioned the incidents in one of the nine quadrants that appear based on these two criteria, next step is seeking the causes and applicable solutions to trying to be as much practical and replicable as possible in order to reduce costs associated to those anomalies.
Solutions can be of several types:
- Technical, where engineering and/or product managers (especially in cases of defining financial products or services) teams are involved in.
- Procedural or management failures associated with process execution or adoption of applications. Sometimes errors are due to process design and administrative activities.
- Usage, where you have to provide support to the user who reported the incident, or correct the famous “User Manual”
And, as behind solutions there is people, a required follow up until closure is required. Monitoring is another headache for managers, for simplicity is key to associate an owner, an action clearly defined and a target date for resolution.
In all three categories of incidents, knowledge appears essential ingredient of the whole network:
- Engineers and product managers appreciate if they have a knowledge management system where to share their ideas and solutions with colleagues. Sometimes require additional education to achieve problem solving.
- Operational teams undoubtedly require education to optimize the use of applications and the execution of processes running reliably.
- End users need education to make good use of what they buy and of course increase your satisfaction with the product or service purchased.
In all cases, education must be addressed and designed up to the student, not the expert, who usually wants to deliver too much. The student needs the “cream of the cream.”
In Adhoc Learning we take care of the the student.
