Symptom: The customer-service function doesn't have adequate documentation to resolve many problems on their own.
If the help desk is not adding sufficient value by solving many of the problems at level one (or at least asking all of the right questions to prepare for level-two support), then their documentation and training may be inadequate.
The rest of the organization must recognize that documentation and training for the help desk are part of the delivery of every quality product. This is best addressed by getting everyone else in the organization to define their products and the deliverables that go with each. This occurs as part of the "chartering" process where people work out their interdependencies and work flows.
Root cause:Structure, work flows (product definitions) copyright 2024 N. Dean Meyer and Associates Inc. All rights reserved.
