“We tried that,” Sean explained. “There is a delay in our problem resolution. We figure out the solution on the phone call, but it takes time to execute the resolution.”
“Tell me more,” I asked.
“The customer service rep writes down the problem on a piece of paper, noting all the details, customer contact and so forth. That paper form goes to the operations department.”
“Stop,” I said. “After the paper form is completed by the CSR, what happens to the piece of paper before it goes to the ops department?”
Sean grinned. “You’re right. It sits. It sits in a box on the corner of the CSRs desk. Ops sends a runner once a day to pick up the forms. They insist that they have written documentation.”
“Every day they send a runner?”
“Well, not every day. Sometimes they get busy, so sometimes, it’s every other day.”
“Then, what happens?” I wanted to know.
“Then, someone from Ops keys in the data from the paper form to get it into their Service ticket system. From there, it could go one of four ways, so it has to be reviewed and routed by a Supervisor.”
“Is the Supervisor busy? How long does it take the Supervisor to review the ticket?”
“I’m not sure, but it has to be within a day. Or two?” Sean tried to imagine what happens in Operations.
“Sean, if you drew your system on a single piece of paper, including the steps in the Ops department, which means you might have to go and ask some questions, do you think you could put a red circle around the places where the Service Ticket just sits, waiting?”
Sean nodded, got up and went to draw a picture of the Customer Experience system.