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Diagnostic Troubleshooting
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Introducing a systematic approach to solving technical problems will
There are many benefits to be gained from implementing a diagnostic troubleshooting process for engineers. The three most important are:
Diagnostic Troubleshooting
Diagnostic Troubleshooting
Diagnostic Troubleshooting
first-hand information will ensure that the engineer knows all the facts.
Diagnostic Troubleshooting
Control the reconstruction of the problem. Gather information about the conditions surrounding the problem. Define the problem. Build confidence they are working on the right problem.
Diagnostic Troubleshooting
clear problem definition brings focus to the steps that need to be done next.
Conventional wisdom tends to dictate that faster is always better. Its been shown,
Diagnostic Troubleshooting
During this step, engineers gather facts about the problem universethe systems, subsystems, and history of the problem. Then they create a problem statement. To get to know the problem well, its important to determine:
How it behaves. The environment it lives in. What other people have to say about it. Whether it has a history.
This effort to clarify the known facts about the problem places boundaries and will help guide engineers as they pursue a solution.
Diagnostic Troubleshooting
At this point in the diagnostic troubleshooting process, the problem has been isolated to a well defined subsystem or logical area. It is time to develop a plan to test the potential causes within that area. A testing plan organizes the engineers approach to identifying the cause of the failure.
Diagnostic Troubleshooting
The organizational steps are pretty straightforward. Here are the two basic steps:
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The justification phase of the diagnostic troubleshooting process gives engineers a chance to reflect on the consequences and appropriateness of their actions. The solution they
implement may have consequences that impact them, your company, and the customer.
The goal of this step is to evaluate and justify the best solutions to the problem. Each solution, by definition, must prevent the recurrence of the problem. A solution is
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Online search (internal and external) Their own knowledge and experience Other service engineers knowledge Their own creativity and innovation
Justification involves selecting a solution that is appropriate for the circumstances surrounding the problem. This step allows others to know why a solution is being suggested and will help the engineer get buy-in from the customer.
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And, of course, before closing the job, they must provide clear documenta-
Once the problem has been resolved, returning the system to the client provides a sense of closure. Here are four things that will leave the customer feeling satisfied with the service provided:
Step 1: Let the customer know the system is available. Step 2: Summarize what was done. Step 3: State what the customer can expect. Step 4: Confirm satisfaction.
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Now that you know the benefits of implementing a systematic approach to diagnostic troubleshooting, lets take a closer look at four companies who have successfully reduced time-to-resolution by applying these 6 troubleshooting steps.
featured companies
Motorola RL Solutions Altitude Software CORPTAX Some of these companies have large support departments; others small. Whatever your size, know that
by applying these 6 troubleshooting steps you can reduce your departments time to resolution and increase customer satisfaction.
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Mark Malloy at Motorolas Home & Network Mobility Division set out to improve problem resolution rates and increase customer communication rates. More than 150 engineers were trained in a little more than 10 weeks. To be sure new skills were used on the job, the initiative also included training managers and supervisors to reinforce skills using positive coaching techniques. video
results
Mark Malloy Director of Services Marketing Motorola, Home & Network Mobility
2012, Impact Learning Systems
The Client Services Department at RL Solutions was a dedicated team that clients had grown to depend on. Customer satisfaction had always lingered in the 80% range. However, as the Department began supporting a new product line and new service delivery model, Sheryl Moran, VP of Client Services, knew it was important to take this team to the next level. video
results
Altitude Software had a team of technically skilled engineers. Executive Vice President, Jos Fonseca, wanted to be sure they had the communication skills needed to increase customer satisfaction. He also wanted to develop a common set of troubleshooting practices to ensure consistency of processes throughout the support organization. video
results
After being spun off from one of the Big 4 CPA firms, CORPTAX, turnover ensued. Customers were dissatisfied with both the product and the level of service provided. Jeremy Stephens, Customer Support Manager, was determined to improve the skills, attitude, and troubleshooting abilities of the remaining technical support staff and the satisfaction of the customer base. video
results
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Be recognized
Get industry recognition with TSIAs SSE Level II award. Diagnostic Troubleshooting is the prerequisite for receiving the Level II distinction and is an ideal way to show your competitors that you mean business and your customers that resolving their technical issues in a timely mannerthe first timeis your number one priority.
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learn more
Call: 858-674-5491 Visit: http://www.tsia.com/awards_and_certifications/support_staff_ excellence.html
2012, Impact Learning Systems Diagnostic Troubleshooting 21