@steverudd is sharing how at Marel global deployments drive the need for process adherence. What's it like at your organization?
- Their goal: focus on making sure employees are following service processes in order to create the best experience for the client
- Example: Different time zones – if all needed information isn't shared up front, a whole day could be lost
What methods do you use to drive process adherence?
- If you have a second level support how do you ensure the information coming in has sufficient detail?
- How do you balance following the process with meeting the customers expectation for resolution timeframe?
- How do you monitor Engineer skill, skill fade and training requirements?
- What day to day issues do you face and has anyone else found a solution to this?
