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Continuous improvement:

Turning Sticky Notes into Teamwork and Quality Assurance. Ashley Weese. Continuous improvement:. Overview of IT Services. Who do we Support?. A bout our Environment. Employees did not have the same skill levels Low moral Employees who didn’t want to assist others Overthinking

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Continuous improvement:

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  1. Turning Sticky Notes into Teamwork and Quality Assurance Ashley Weese Continuous improvement:

  2. Overview of IT Services

  3. Who do we Support?

  4. 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

  5. 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

  6. 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.

  7. 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??

  8. 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!

  9. 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

  10. Quality Assurance Form • Greeting • Troubleshooting Steps Used • First Call Resolution • Customer Service Skills • Appropriate Tools Used • Call Handling • Documentation • Asset Information • ITS Representation

  11. 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

  12. QUESTIONS?

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