Dear valued customers, my name is Harshiv Raval and i am the help desk manager at Dave Industries. The main purpose of creating and sharing the plan with customers is to get valuable feedback from our customers and improve our service quality and satisfaction with our users. We will be implementing the HDI-SC standard to achieve our goals. I will cover several areas of HDI standards -Leadership, Strategy and Policy, People Management, Resources and Processes and Procedure.
Mission - To cater as the single point of contact for IT help desk services by providing fast, friendly and consistent service. Vision - Our Vision is to provide customer focused IT help desk services. We will take ownership of service requests and deliver friendly, useful support tall our end users.
Mission & Vision
We will increase employee satisfaction by 5% by fiscal year end. Happy employees treat customers with respect. Start date: January 2018 End date: December 2018 Customer Benefit - Efficient staff management and skills development helps staff learn and boost their skills. An employee opinion survey to determine employee satisfaction levels is done. This can lead to having happy employees treat our customers with respect.
Operation Plan 1
Improve the communication time by 50% to better and effectively serve our end users. 25% of the goal should be achieved every quarter, it will be compared with last year's performance. Start date: January 2018 End date: December 2018. Customer Benefit: Effective communication can help customers give their valuable feedback and ensure that the help desk meets their standards and expectations.
Operation Plan 2
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. Start date: January 2018 End date: December 2018 Customer Benefit: Effective communication can help build a strong relationship with our customers and makes them feel that their feedback is valuable and also to ensure that the help desk meets their standards and expectations.
Operation Plan 3
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. Start date: January 2018 End date: December 2018 Customer Benefit: Improving the quality of service by decreasing number of users waiting to get help from help desk can build a strong relationship with users and also creates a better work environment for the employees; which leads to happy users. Summary: we have lot of opportunities to improve our performance, for which we have to work on the goals stated above. We have to work as a team to achieve these goals. Feedback: Please give us feedback on areas you think needs improvement, your feedback is appreciated.