Issues with IT Support and customer satisfaction
It had been observed that staff productivity and customer satisfaction rates were declining. It was due to delayed response time from the IT department on issues reported that needed IT support.
Because employees are unable to achieve their deliverables, the organization’s bottom line suffers. As a result, the customer’s rating is negatively affected. Below are a few risks identified as having detrimental impacts on the organization:
- IT issues not properly logged to trace actual fulfillment time: Due to a lack of an automated IT request log, the department struggles to identify based on their arrival date and time. Due to this, issues are not prioritized to proffer solutions. As a result, old jobs are being left untouched because nobody or the system is tracking the issues.
- Delay sourcing for repair part of IT system: It was identified that there is a need for an IT inventory to be automated to avoid the most critical or frequently used items running out of stock. Currently, the chances are very high that the department might fail to get replacement of items when in need due to a lack of proper records.
To enhance the productivity of the staff and improve the IT response time, specific tasks and responsibilities must be automated. Based on the above 5 why report, the analysis showed that delays in supplies of IT parts were the primary reason staff were made redundant. In automating the IT request, the system part replacement, and inventory will also be automated. It will eliminate the delay experienced, and ensure the critical parts are always available.
It is important to note that the contribution of every unit in one way or the other is contributing to the company’s bottom line. Ensuring the unit has fewer headaches to worry about will improve its performance and the performance of other teams. As a result of these changes to the IT unit, the following are the positive impact expected:
- Job satisfaction for all units, especially relating to work tools
- IT data request capturing due to automation, and Artificial Intelligent report for management review
- Request time tracking
- Quick response time for issues reported.
Areas in the diagram flow that were identified for automation are I.T. request Initiation, Part replacement, and Reorder level.
IT requests Initiation: The IT department receives a request via three significant channels: staff work into the department, phone calls, and email. These methods are not efficient because the issues or submissions are not logged in anyway. It can lead to someone forgetting to act or work on a request received. Automating this stage or process will ensure there is a single channel wherein all requests are received. Which will ensure there is transparency to all requests to the department and when the request is close-out. As a result, based on data gathered, an SLA will be created for each issue category.
Part replacement: Whenever a system part needs replacement, getting a substitute for the system part is a manual one. An I.T. personnel will pick up a phone and call a vendor to negotiate the price for the replacement. Sometimes, significant time is wasted trying to get a reasonable price for a part replacement. Automating the part replacement will ensure system parts are already in store and released on time.
Reorder level: Every stock management has a reorder level built into the system to avoid a shortage of items when in need. The reorder level will be automated to prevent the I.T. team from running out of parts to assist their colleague. All items will not have the same quantity because they are not used at the same pace. The system will be able to point out those items in use in high quantities. As a result, more attention can be on parts with the most frequent usage to ensure they are always available.
Conclusion: To ensure the staff can improve their performance, and increase the customer’s satisfaction rating, the unit needs to have a functional working tool to deliver on their given responsibilities.