Hi, My name is Ammar and I'm the manager at Galaxy IT Solutions. 4 operation plans for the year 2018. The main purpose of these plans is to improve our service quality and satisfaction of our Users. We'll be implementing HDI contact center standards to achieve the goals. The primary reason to use these standards is that, they are very well constructed and have a balanced mixture of ITIL, KCS ad COBIT 5. They are the aggregagte of best practices used in the IT industry.
Mission and Vision
Mission: Our mission is to provide our clients with High quality and worry-free IT Solutions. Vision: Our Vision is to equip users with a basic knowledge of technology so they are ready to the face the challenges they might come across in their day to day work activities.
Operation Plan 1
Decrease the Incident Resolution Time by 10%. More workforce will be added to IT team. Provide IT staff with faster machines and equipment. Introduce remote support tools. Start date: Jan 2018 End date: Dec 2018 25% of the goal must be achieved every quarter. It'll be compared with the previous year. User Benefits: More users can be taken care of with less time spent on resolving the incidents. It'll help us to cut down the number of incidents that are in waiting.
Operation Plans 2
Service Automation System to improve response time by 10%. Automated service tools will be provided on Company's website to serve the users 24/7. Provide users access to self-help tools to resolve basic issues without the assistance of an IT staff. Start date: Jan 2018 End date: June 2018 User Benefits: Users don't have to wait for the IT staff every time they need help. Users can use self help portals.
Operation Plan 3
Improvement in the quality of the Incidents Resolution and increase the number of total tickets resolved by 10%. Start date: Jan 2018 End date: Dec 2018 User Benefits: Better quality of incident resolution means happy user. More tickets resolved means users have to spend less time on waiting for their issues to looked after. This reflects on the organization's overall performance.
Operation Plan 4 & Summary
Increase Employee Satisfaction by 5% by the end of year 2018. This will be achieved by Introducing the compensation packages and reward programs. Focus on the utilization of the HelpDesk staff. Start date: Jan 2018 End date: Dec 2018 User Benefits: Happy staff means happy customer. when staff takes pride in their work then the quality of the service improves automatically. It has huge impact on organization's performance overall. Summary: Based on these goals the main focus is improvement in the service and incident resolution. The idea is to provide the best service to the users. Feedback: Please give us feedback on the areas that need improvement and tell what we can do to improve your experience with IT staff. Your feedback is much appreciated.