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  • Welcome to the operations plan of 2016 for the help desk at KC. Today, I will speak on 6 of our S.M.A.R.T. Goals that we look to use to improve the quality of services provided by the help desk to improve customer experience.
  • Let's begin with S.M.A.R.T. Goal number 1. We will increase employee satisfaction by 5% by fiscal year end. Happy employees treat customers with respect. This will ensure that our customers will be treated fairly and respectfully. Using the following 7 process: Job Description, Training Plans, Career Development Plans, Personal Performance Appraisals, Employee Satisfaction, Compensation and Reward and Recognition are going to be the steps used to achieve this goal, along with the following 3 measurements: People satisfaction feedback, People (staff) turnover and unplanned absence days per employee.
  • S.M.A.R.T. Goal number 2. We will implement service automation systems to improve customer response time by 5% by the end of the Fiscal year. These service tools will give customers faster service with less wait time. This will give customers less hold time and can have their issues resolved much quicker to return to working state. Using the following processes: Knowledge Management, Service Management System, Staffing and Scheduling Tools, Incident/ Service Request Distribution, Infrastructure, Remote Access Tools and Self-help. Along with these measurements: Abandon rate, Self-help use and Average Time To Respond.
  • S.M.A.R.T. Goal number 3. We will improve communication with our customer as measured by customer satisfaction survey. It will increase by 5% by fiscal year end as measured by the Annual Customer Satisfaction Survey. Customers are able to understand the help desk agent clearly and knows status of their incident. Using the following processes: Alignment with core business, Promoting the Support Center, Distribution of Information, Stakeholder Input, End-user/ or customer satisfaction management, Service Level Management and Feedback Management. Along with these measurements: Periodic end-user/customer satisfaction measurement, Event-based end-user/ customer satisfaction measurement and End-user/customer feedback.
  • S.M.A.R.T. Goal number 4. We will document and improve discipline to the adherence of service delivery processes in order to improve service consistency. This will decrease total incident resolution time by 5% by the end of the fiscal year. Using the following 7 processes: Reporting systems, Proactive detection and remediation, Change Management, Continuous improvement, Service Continuity Management, Configuration Management and Ticket Monitoring. Along with 3 measurements: Incident resolution time, Hierarchical escalations and Technical escalation. Using this will enable the customer to return to a working state much faster.
  • S.M.A.R.T. Goal number 5. We will improve the quality of the service by decreasing the number of outstanding calls at any point in time by 5 % as measured by Backlog Management. Using the following processes: Service requests, Incident/service request logging, Prioritization, Incident status, Incident resolution, Incident closure and Problem Management. Along with theses 3 measurements: First contact resolution rate (excludes entitlement), Reopened incident rate and Backlog management. Successfully following these outlines will result in agents being able to help customers/users faster because of solved issues within the ticket system.
  • S.M.A.R.T. Goal number 6. We will decrease the overall cost of the help desk by 5% by the end of the fiscal year. Using the processes: Promoting teamwork, Interaction with IT, Financial, Physical environment/ ergonomics, Security and Human Resource Optimization. Along with the following measurements: Number of Incidents, Cost per contact, end-user, and/or customer and Cost per Incident. If followed accordingly will result in lesser cost within the help desk.
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