IT Support Tech Goals , Process and Measurements
Goal 1.
Goal:
Goal of our IT company is to increase our staff satisfaction by 3% by fiscal year end. If our staff is satisfied with our services, then they will treat our customers in happy mood and with respect.
Processes:
3.070 Recognition and reward program
There is Recognition and reward program will be conducted every year to give rewards to our employees according to their performance annually. This tool will provide satisfaction and motivation to our employees regarding their hard work.
3.025 Ongoing Skill Assessment and Training Plans
By providing training and education motivates people and makes them more productive and innovative. Well-trained employee will be more capable to answer every question of the customer and will get less complains, more satisfied more motivated towards their work.
3.080 Workforce management
This process helps us to scheduling the right number of staffs with right skills and show whether employee is engaged or productive for their work? If they are committed and engaged this will give them a sense of ownership and pride in their work
4.020 Physical environments and ergonomics
We will provide an appropriate and ergonomically effective work area to our supported staff so that they cannot face any trouble while assisting customer. Happy employee treat customer happily. We will make sure there will be no noise or traffic level, enough work area for work perform, easy access to facilities and information, meeting areas etc.
Measurements:
6.010 Staff satisfaction
This process will help us to measure staff performance from staff satisfaction feedback results. If we are trending towards our goal then we will do what we are doing, otherwise we will provide some health benefits to our employee to get them satisfied with their work
1.040 Promoting teamwork
This process will help us to measure teamwork of our staff and promote teamwork throughout the organization. We will provide team-based interaction activities to foster team work. If staff help each other in work, then they will feel motivated and satisfied towards their work which help them to achieve their goal. If this is done by 3 % by the end of fiscal year then we will do whatever we are doing otherwise we will come up for another plan to get them satisfied.
3.060 Compensation program
Compensation program will be measured to maintain staff satisfaction by comparing their salaries towards the similar position and assuring support center staff productivity. This measure will help them to more motivated and satisfied towards their work. This compensation program will be done annually.
Goal 2.
Goal:
Goal of our IT company is to improve our response time by 20% with our customers. Projected start date is Nov 20th, 2019 ending within six months.
Process:
2.050 Service Improvement Plans
This process help us to identify improvements opportunities by implementing customer service software which will store every single conversation or request of customers regarding their issues and this will help us to look back their all issues and respond them with minimal time. So this software will help us to improve our response time by 20%.
8.020 Average time to respond
This process helps us to respond to incoming contacts within average time such as email, phone, chat etc by implementing customer service tool. We will provide quick reply to our customer question within average time period so that, they don’t have to wait long in queue or on phone. We will collect our performance data regularly to check our performance results. From that results we will get to know that we are trending towards our goal or not.
5.070 Categorization of Incidents/Requests
This process helps us to categorize the incidents/requests based on business impact and urgency. Through customer service tool we will get to know incidents impact and urgency and we will categorized the incidents according to their urgency, we will respond according to that to reduce the response time of customers question because not all inquiries are necessarily created equal.
5.140 Change management
This process helps us to managed new or changed supported services, tools, process and procedures. By providing customer service tool we will give new change to our customers by responding to them with minimal time by sending them automated response email regarding their queries.
Measurements
5.040 Feedback management
This process helps us to measure our respond time by getting feedback regarding customer service tool from the customers. If we will get 10% positive feedback , then we will do whatever we are doing otherwise we will comes up with another plan to reduce our respond time.
7.0 Customer satisfaction results
This process will help us to measure that how customers are satisfied with our services. We will conduct a survey for collecting data on customer satisfaction by email or social media sites. We will also ask them to rate our organization services out of 5 so that we will get to know about our new tool i.e. customer service tool. If we will be trending towards our goal, then we will continue what we are doing otherwise we will stop our new tool service and try to come up with another plan.
7.010 Periodic Satisfaction Results
This periodic satisfaction results help us to measure overall satisfaction by the end of fiscal year rather than handling of a specific incident/request. Through this result we will get to know that our response time is increased or not by implementing our new tool.
Goal 3.
Goal
Goal of our IT company is to create standard business processes and document those process. Size of our company is small so it will take 3 months to document and implement the documented process, Projected start date: November 20th ,2019 and end date: February 20th ,2020.
Processes:
1.020 Integration within Support Model
This process are being used to develop and promotes an understanding the relationship of the support center within the support model. It will help us to clear understanding of interactions with other groups in support model. With the help of this process we will get to know our needs regarding our business process in the support model. In that way we are trying to integrate the support material to our work environment.
1.060 Distribution and communication of Information
This process helps us to distribute and communicate performance of support center with the organization and other support groups at least quarterly. We are creating documentation of our standard business processes and then we have to distribute amongst our own group. We are trying to increase communication between our employees and also we will be holding meetings with the stakeholder i.e. the help support desk that way we are trying to increase communication within us to understand what kind of problems they are facing and what kind of processes they required and trying to align those into the documents that we will be creating.
2.040 Stakeholders engagement
This process helps us to get the input from the stakeholders to improve the service of the stakeholders. We engaged with our stakeholders so that we will understand what kind of issues they are facing and trying to solve that. So, we are not just working on our processes, we will take input from our stakeholders and want to engage them with us because, this is to help them and whole organization as well.
2.050 Service improvement plans
This process help us to identify improve opportunities by analyzing and reviewing performance and also helps us to improve our documented service plans. If there is a standard service plan set then everyone follows that plan and our service will be improved and due to this people will have quick access, people will know what to do. We will also communicate to stakeholders in a timely manner to monitored or measure our service plans. We will improve service improvement plans to continual improvements of our services.
Measurements:
5.020 Customer/User satisfaction Management
After documenting and implementing our processes, we will do ongoing surveys, customer forums, feedback to the support center to check if users are satisfied with our implementation. We will check our previous surveys result and ongoing survey result to know how the new documented processes has help our help desk team. If our customers/users are satisfied with our new implementations, then we will do whatever we are doing otherwise we will come up with another plan.
5.040 Feedback Management
This process will help us to take feedback from our stakeholders and users. After implementing our business standard plans for the first two months we will take feedback from our stakeholders and users that how are they liking the new change? If we will get good numbers in feedback, then we will do whatever we are doing otherwise we will try to change our standard business results for desire output.
5.070 Categorization of incidents/requests
This process will help us to measure our documented categorization. There will be categorization when we will try to document our business standard plans, like these are high priorities these are interface related, back end related. For instance, high priorities calls will be done first. Categorization of incidents will be regularly reviewed for continual improvements of our service.
Goal 4.
Goal:
Goal of our IT company is to update our FAQ page by providing a new FAQ tool to our users which will be helpful for them to submit a new question to our support center and even users can suggest answers to each other by this tool. This all will be accomplished within 6 months starting from Nov 20th, 2019.
Processes:
4.050 Investigation and Diagnosis Resources
Lab facilities are provided to supported service staff such as hardware, software or any other technology to maximize the troubleshooting capabilities by doing investigation and diagnosis to our new FAQ tool.This process helps us to reach our goal.
4.090 Knowledge Management Tool/System
This tool will be used to capture, structure and share knowledge across the organization. This process will help customers to search their solutions online on our FAQ page for the common errors and suggesting answers to other customers too by our new FAQ tool. To improve the quality of the service this process will help us to attain our goal.
2.050 Service Improvement Plan
Service improvement plan help support center staff to identify improvement opportunities by updating the contents of our website. This process will help us to focus to improve our FAQ page within the time frame and to get expected outcome.
5.140 Change Management
This process is used by supported services for the successful operations and to manage new or modified services, processes and documentation. By using this process we will review roles and responsibilities on a monthly basis to get updates regarding improvements.
Measurements
5.020 Customer/user Satisfaction Management
This process will help us to measure the customer or user satisfaction data by comprehensive satisfaction program like feedback forum, ongoing surveys to the support center to continual improvement of our services. If we will get good result by 2% then we will keep doing whatever we are doing otherwise we will come up with another plan to give more beneficial features and contents to our users related to FAQ page.
5.040 Feedback Management
This process will help us to continually review of our improvements. We will take feedback from our customers regarding our updated FAQ tool i.e. complaints , suggestion or compliments for continual improvement of our service. From the feedback management we will check if we are trending towards our goal by 5% then we will continue do whatever we are doing.
7.030 Feedback Results
Feedback results will help us to tracked and managed our website for continual improvements of support center services by getting feedback from customers. We will collect compliments, complaints and suggestion from our users to provide better result. From the feedback results if it is shows that users are happy with our new tool i.e. (submit a new question to FAQ page and responds to other customers question and get answers from the supported services) then we will keep doing whatever we are doing otherwise we will get some other features to support our FAQ site.