NDMA: Root-cause Diagnostic

Symptom: The customer-service function exists but is not adequately resourced and equipped to meet the demand.

The customer-service function may exist, but may not have the time or ability to keep up with the workload. Or it may have enough people, but not enough money to buy needed training and tools.

Symptom: The customer-service function may not be able to get enough people, or people of the right level, or the training and tools they need.

Symptom: The customer-service function has enough people, but they are often distracted with other tasks and may not be available when needed.

Symptom: The customer-service function must deal with many low-level calls that really should be handled within the client organization.