| Title: | CSGUK_SYSTEMS |
| Notice: | No restrictions on keyword creation |
| Moderator: | KERNEL::ADAMS |
| Created: | Wed Mar 01 1989 |
| Last Modified: | Thu Nov 28 1996 |
| Last Successful Update: | Fri Jun 06 1997 |
| Number of topics: | 242 |
| Total number of notes: | 1855 |
This is an open conference for the discussion of how to improve
the efficiency of the the SYSTEMS diagnosis group, as part and
parcel of the overall CSG group. Devices have their own conference
in full swing already in CSG_DEVICES.
I appreciate that some people are either reluctant or do not wish
to discuss their feelings in public, therefore this is only for
those who feel vociferous enough to air their feelings with the
whole group. But feel free to pass your feelings suggestions etc
onto either Clive, Steve(Wibrew) or myself, for forwarding to the
CSG management group.
Richard
| T.R | Title | User | Personal Name | Date | Lines |
|---|---|---|---|---|---|
| 118.1 | ex | KERNEL::MOUNTFORD | Tue Oct 30 1990 16:47 | 17 | |
Perhaps someone could improve or comment on the following, but these
are the issues that I feel need improvement.
1) Aim to approach 100% live call handling
2) Present a better standard of service to the customer, no long
delays in answering, quick diagnosis of calls.
3) Utilize our time better, disband the c.45 minutes standard call
time, to what the call requires.
4) Creation of either technical or semi-technical front-end desk.
5) Possible creation of a tele-support desk.
6) Continue with existing bugcheck desk.
7) Increase manpower availablilty, by limiting time away from
desk, ie training to reasonable levels.
8) 9000 desk!! -:) -:)!!
Richard
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| 118.2 | Eradicate "DEAD" time. | KERNEL::ADAMS | Venus on Remote Control | Wed Oct 31 1990 15:27 | 11 |
How about this for a starter.
We need to ELIMINATE the time wasted on NOTIFYing our diagnosis.
We need to ELIMINATE the time wasted on CONNECTing to sites.
With these two delays taken care of, engineers could do their
real job much better and probably achieve several items on Richard's
list.
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