Turning Sticky Notes into Teamwork and Quality Assurance Ashley Weese Continuous improvement:
About our Environment • Employees did not have the same skill levels • Low moral • Employees who didn’t want to assist others • Overthinking • Lots of uncertainty due to budget • Employees were put off from the leadership change • Employees were relocated to be within earshot of each other • SPOC
Goals • What do we do? • Reduce the amount of time the customer waits for service • Create a team atmosphere • Improve quality • Gain trust throughout IT Services • Become a single point of contact • Improve moral • Start TCO – Total Contact Ownership
Where in the world did you come up with this? • Recent restructuring of positions • Former manager didn’t have the energy to deal with the “us vs. them” mentality • It was a perfect time to implement some changes that would improve our services and our teamwork.
Implementation • Rotating groups • Manager proctored, but didn’t contribute • Scenario based • Created improvement sessions • What do we do? • What are the expectations? • Common Calls • How to find answers • What tools should we be using Are you on or off campus??
Let’s all try it!! • Scenario 1: My computer won’t start and I have to lead a meeting in 5 minutes! • Scenario 2: Help! I can’t log into my computer!
Feedback – What’s Next? • All the sticky notes were typed up – documented and reviewed by the group • Some information was documented in our Knowledgebase • Idea of what training was needed for tools • Created a Quality Assurance form • Started one on one sessions with management • Implement the exercise into weekly staff meetings
Quality Assurance Form • Greeting • Troubleshooting Steps Used • First Call Resolution • Customer Service Skills • Appropriate Tools Used • Call Handling • Documentation • Asset Information • ITS Representation
The Results Are In • People finally were working together • It took awhile, but over the following months you could see the bonding that was taking place • Willingness to help increased • Positive customer feedback • Employees were building relationships