ITIL is the new way of thinking, but it can be rather dry and robotic unless it is underpinned with good decision tools. Here the actual cause of the problem and the relationship between cause and result are searched for why did it happen. We alerted the regional Help Desks in Seattle, Sacramento, Des Moines, and Montgomery, but none of them had seen anything like this yet. Add a link to this page on your website: Because people used a common convention to document these calls, we were able to determine that there was a pattern and that these were probably not isolated events.
Challenges with Customer Support How does your organization view customer complaints? The complaints center on the Liquid Crystal Display which shows the results of the blood pressure reading. We alerted the regional Help Desks in Seattle, Sacramento, Des Moines, and Montgomery, but none of them had seen anything like this yet. When people in your organization investigate issues: This can include calling key customers and having them test or examine products, having the factory check their production records or QA logs, or having distributors dig through their records. Early results include a well-focused pipeline…. How much time is spent reworking information that the customer support function could have provided?
To facilitate tracking and trending, customer support personnel should use a consistent framework to document information about customer complaints.
Add to collection s Add to saved. How frequently anaalysis the wrong people engaged, distracting them from other important activities? Your e-mail Input it if you want to receive answer. These simple checks enabled the manufacturer to find true cause of the customer complaint. Take Actions to Address Likely Causes 7.
Challenges with Customer Support How does your organization view customer complaints? To break through this traditional pattern Charles Kepner and Benjamin Tregoe came up with four rational processes in which four fundamental questions are reflected:. Systematic Data Collection What value does your customer support function provide to your organization and your customers?
Case Study Example The team decided that, since there were no reports or evidence casf injury and the number of cases was still small, there was no immediate need for a re-call or other drastic actions. Early results include a well-focused pipeline… Read More More Results: Please enter your name here. Did you find this article interesting? Building critical thinking skills from the shop floor to the executive suite, Kepner-Tregoe has worked with manufacturers worldwide to make sustainable improvements in pursuit of manufacturing excellence.
Maximize the effort of specialized resources?
Thinking Strategy White Papers. Because people used a common convention to document these calls, we were able to determine that there was a pattern and that these were probably not isolated events. Apart from kepner-tregor fact that the Kepner Tregoe Method leads to an explanation of problems, it also helps improve mutual understanding within an organization.
How long does it analjsis to determine the appropriate next steps? It is probably premature to begin exploring atudy Why, so the initial questions should focus on the What, Where, When, and Extent of the issue. A situation analysis will clarify the distinctions in all these processes and as a result it will be possible to search for suitable solutions.
In spite of the available information, people usually process information badly, misinterpret this or overlook important matters. Customer Service White Papers. How much time is spent gathering relevant data versus documenting speculations?
Potential Problem Analysis – Kepner
Add a link to this page on your website: Consider Analyysis for the Potential Problem 6. Using the problem analysis framework, the team summarized the data as shown in Figure 1.
By collaborating with clients to drive predictable, measurable results, KT offers a more effective alternative to traditional business consulting. Through research Charles Kepner and Benjamin Tregoe discovered that the registration of a problem is not a uniform process.
How useful is the information they provide for understanding the scope and impact of the incident? A third measure of their value could be the quantity of information they collect during the initial call that contributes to final resolution of the issue and minimizes the effort required by second and third level support staff to resolve the issue.
When using KT Problem Analysis at a constructional materials plant revealed additional, related problems, the cross-functional team investigated more. How useful is the data for tracking and trending incidents over time?
If not, we would have to consider recalls, swap-outs, coupons, and the like. Preventive and contingent actions are established to minimize risks, while promoting and capitalizing actions are established to extend etudy.
When is it best to provide strong top-down leadership or a more participatory approach? Corrective action that drives business value rests upon a foundation comprised of an effective, systematic logic for finding root cause.