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%GDF% A novel method for defect prevention for call centers in End User Services

IP.com Disclosure Number: IPCOM000199939D
Publication Date: 2010-Sep-21
Document File: 5 page(s) / 119K

Publishing Venue

The IP.com Prior Art Database

Abstract

This Defect Prevention (DP) model, is a novel method to identify, minimize and manage defects in an end-user support environment that aims to optimize the contact volume and eliminate any type of processing defect.

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%GDF% A novel method for defect prevention for call centers in End User Services

1. Introduction to the End User Services ( Helpdesk) Defect Prevention Model

Disclosed is a Defect Prevention (DP) model, is designed to minimize, eliminate or automate handling of certain type of defects in an end user computing environment. The end user computing environment is vastly characterized by calls to the helpdesk that require immediate attention and resolution or the ones that require software Moves/Add/Changes or management of access rights to different applications and systems. The life cycle of a ticket starts with a system that generated a defect, and moves onto a call which is logged at the helpdesk which is processed mostly by a set of helpdesk agents (humans) and then leads to either a closure or further processing by another group of engineers before the issue is resolved or the request completed.

The DP model, aims broadly at the following:

Reduction in the number of incidents / requests originating from a Computing System/Process.

Reduction in the number of human errors while processing requests, aimed at minimizing end user complaints.

Reduction in Cycle time for processing requests, to provide the fast resolution
Reduction in Referral rates of tickets that are sent out of the helpdesk.

1.1. History

The Defect Prevention Model, when initially formed, addressed only reduction of incoming volume. At End User Services, we were able to identify other defect opportunities that may occur through the lifecycle of a ticket, primarily faulty tickets, missing first call resolution, delayed resolution and misrouted referrals. The need arose to expand the existing Defect Prevention model to address these defect areas. While a Quality Analyst may identify individual occurrences of such defects, incorporating these into the framework would allow us to track repeat defects, perform RCAs and also track the solution for use by other desks as well. In addition, the Model needed to be independent of Geography, Language or kind of support.

1.1.1. Defect Types

In the End User Services Environment, we practically deal with 2 major type of defects. The first one is a defect in a computing system or device that is disrupting the work of an end user and needs resolution or a work around for the end user to perform his responsibilities. The second type is once these issues are logged with the helpdesk, any human errors involved in the processing of these calls/requests that lead to a failed resolution or delayed resolution. This model is aimed to address both these type of defects. .

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1.1.2. Type 1 (Device Malfunction

This defect occurs due to the malfunctioning of any device or application in the customer environment or a How To questions on something to do with the device or access. It can be as simple as a problem on the users PC or laptop or handheld or server not responding due to a locked account or applications with accessibility issue...