Excel Inc.

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  • Introduction
  • Good afternoon all,  My name is Jay Chauhan and I am the IT manager at Excel Inc. I'd like to take this time to share with all of you our Operation Plan for the 2018 calendar year. 
  • Objective & Why Use HDI
  • We will be using the HDI SC standards model because our IT department is mainly handling helpdesk calls. We need to minimize the downtime of our systems and using a HDI Support Center standard will allow us to benefit from increased service consistency, improved customer and staff satisfaction, higher productivity and more. The HDI SC standard is standard in best and good practices in the support industry so following this standard over ITIL is very desirable. 
  • This plan has been introduced in order to set some targets for the IT department to meet in order to become more efficient at their jobs. Along with this, they can see how well they have progressed throughout the year.
  • 3 factors for customer satisfaction: - Surveys after each and every helpdesk interaction to assess what the IT team could have done better to improve theirservices. Can determine what was done right an what needs improvement in orderto increase customer/user   - Bulletin board in the IT office which has the targets in clear view, which can be compared to the feedback from the surveys.This will allow for the IT team to track their progress. - If a helpdesk call does not meet the minimum target satisfaction level, the call will be assessed together as a team. They will determine what went wrong and why. As this will be a team effort, it will really instill the satisfaction values in the IT team and allow everyone to contribute.
  • 3 Customer Service Criteria
  • Mission & Vision
  • Mission:  Consistently delivering prompt results to your complex IT issues. Vision: To be the premier leader in IT support and customer satisfaction, so our clients can  grow their business with minimal  disruption to the tools that allow them to do so.
  • Goal 1
  • Our first goal is to increase staff satisfaction by 10% starting February 2018 and ending September 2018. The benefit of this goal is that the IT team will become more efficient at their jobs, which will greatly improve user productivity.  Downtime will also be reduced.
  • Goal 2
  • Our second goal is to increase the use of self-help by 5% starting April 2018 and ending October 2018. The benefit of this goal is that the amount of helpdesk calls will be reduced because users will be able to find the solutions to their problems themselves. In turn, the IT team will be able to dedicate their efforts to more complex service calls and direct their energy towards those big issues.
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