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Leveraging resources: Best practices
for professional support
Copyright 2002, Texas Association of School Boards
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Three key measuresof professional support
Cus
tom
er
Satis
fact
ion
Cost
Staff
Satisfaction
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Customer satisfaction
• What are your customers asking you to do?
• How well are you doing it?– Surveys– Anecdotal evidence– Statistics
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Staff satisfaction
• What is your staff asking of you?
• How well are you doing it?– Surveys– Anecdotal evidence– Statistics
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Cost
• How much is your company willing to pay for customer satisfaction and staff satisfaction?
• Does your operation pass the outsourcing test?
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Cus
tom
er
Sat
isfa
ctio
n
Cost
Staff
Satisfaction
How do you ensure high customer and staff satisfaction . . .
and still control your costs?
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Leveraging key resourcesfor professional support
• People• Processes• Tools
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People
• Job factors• Training• Physical environment• Management support
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People:Job factors
• Variety• Flexibility• Responsibility• Fair pay
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People:Training
• Skilled generalists versus narrow specialists• Avoid information silos• Training alternatives
– outside the box– high impact– indirect
• Anticipate organization’s future needs
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People:Physical environment
• Arrange work space for collaboration and privacy
• Automated Call Distribution (ACD) System• Provide good tools
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People:Management support
• Be patient; be persistent• Run interference• Set job targets• Monitor service levels• Share information – up and down! • Celebrate successes
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Processes
• Software standardization• Software rollout methodology• Hardware standardization• Work process mapping• Root cause analysis• Crisis management
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Processes:Software standardization
• Leverages user training• Reliable installs• Can use imaging tool to build machines
quickly• Easier, faster to support
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Processes:Software rollout methodology
• Develop hands off, “silent” software installs• Push delivery• Pull delivery• Phase rollouts whenever possible
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Processes:Hardware standardization
• Specify high quality, reliable PCs, laptops, and printers
• Can use imaging tool to build machines quickly
• Easier, faster-to-service machines• Results in lower total cost of ownership
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Processes:Work process mapping
• Leverage brain power – don’t waste it• Powerful knowledge transfer tool• Achieve consistent, high quality outcomes
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Processes:Root cause analysis
• To eliminate unnecessary or repetitive calls• Must document all requests• Contributes to end-user productivity• Lowers stress
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Processes:Crisis management
• Slow down• Appoint a point person to coordinate internal
communications• Intercept incoming calls with status message• Communicate status• Inform users of the outcome
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Tools
• Service request management system• Automated call distribution (ACD) • Remote control• Build machines from images • Automated software installations• Anti-virus measures• “MyCompany Toolbox”• Two-way radios
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Tools:Service request
management system• Document service requests, assignments and
status• Searchable database of your solutions and
commercial knowledge base(s)• Log every request• Key component of quality initiatives
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Tools:Automated call distribution
• From chaos to control• Monitor your call volume• Are all requests documented?• May be cheaper than you think
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Tools:Remote control
• Avoid working blind• Excellent for unique or hard to describe
problems• Faster, more accurate solutions• Reduced need for desk side visits• May be cheaper than you think
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Tools:Build machines from images
• Reduce cost of hardware deployment• Reduce cost of operating system upgrades• Deliver high quality, reliable PCs and
laptops
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Tools:Automated software
installations
• Make installs “silent” using the answer files• Faster rollouts – eliminate “walk arounds”• Cheaper rollouts – requires half the people
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Tools:Anti-virus measures
• Automate signature updates to desktops and servers
• Protect your remote users• Scan e-mail messages before they enter user
message stores
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Tools:“TASB Toolbox”
• Central point to access installs, utilities, etc• Use network rights for license control• Include user and technician tools
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Tools:Two-way radios
• Someone is always available• Many heads are better than one• Huge time saver
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Case study:Texas Association of School
Boards
Will this Help Desk be outsourced?
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Customer satisfaction• Are we doing what they ask us to do?• Starting point:
– Inconsistent service delivery– Too long to resolve requests – Too long to install new hardware
• Goal: Provide consistently high quality service on all requests
• Outcome?
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Staff satisfaction• Starting point
– Technical staff had long tenure– Information silos and skill gaps– Poor physical environment
• Goal: Develop and retain staff in highly competitive market
• Outcome?
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Customer satisfaction:Help Desk Calls
• Starting point: Closed 70% within 1 business day
• Goal: Close 85% within 1 business day.• Success: 92% of all SM Help Desk calls are
closed within 1 business day.
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Calls Closed Within 1 Business Day
70%
76%
82%
88%86%
89%
92% 92% 92%
50%
55%
60%
65%
70%
75%
80%
85%
90%
95%
100%
Starting 1st half 1998 2nd half 1998 1st half 1999 2nd half 1999 1st half 2000 2nd half 2000 1st half 2001 2nd half 2001
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Customer satisfaction:New hardware installs
• Starting point: 61% installed within 3 weeks• Goal: Install 85% within 3 weeks • Success: Averaging 90% installed within 3
weeks
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New Hardware Installed Within 3 Weeks
61%
78%
91%
93%
87%87%
66%
50%
55%
60%
65%
70%
75%
80%
85%
90%
95%
Starting 1st Half 1999 2nd Half 1999 1st Half 2000 2nd Half 2000 1st Half 2001 2nd Half 2001
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Customer satisfaction
• Survey says: successful Windows 2000 upgrade
• My boss’s boss’s phone doesn’t ring• Keep those cards and letters coming• End-user productivity
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ACD Calls Received by WeekAugust 1998 through December 2001
0
100
200
300
400
500
600
700
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Staff satisfaction
• Gave them training, tools and variety – and they stayed
• Information silos are gone, skills way up• Benefit from higher levels of respect from
other MIS departments
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Cost
• New CFO asked – can we get the same services less expensively by outsourcing?
• Outcome?
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Cost
Total fully burdened costs• 28% less than the lowest outsourcing bid• 45% less than the outsourcer we thought
could provide comparable quality
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Case Study:Will this Help Desk be
outsourced?
• No way!• Vendors across the board asked, “Why would
you do this?”
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ResourcesDownloads, newsletters and more:
www.ksasystems.com/prolink/www.techrepublic.comwww.supportindustry.comwww.thinkhdi.com www.bruton.win-uk.net/www.philverghis.com/resources.html
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Resources (cont.)
• Helpdesk-L Listserv
Send e-mail to SUBscribe HDESK-L; blank subject line; SUBSCRIBE HELPDESK-L <your name> in message body
• The sky is NOT falling:
www.symantec.com/avcenter/hoax.html
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Resources (cont.)
• Technical and tactical research:
www.gartnergroup.com
www.techrepublic.com - click on “Research index”
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Leveraging resources: Best practices
for professional support