Friday, August 21, 2009

Improving my IT Service Desk...

OK...I'm going to depart from home and family improvement for a post...or two...or three.

I work as a manager at an IT Service Desk and we use Lean and Kaizen techniques all the time in our business. Here's a kaizen idea that one of my employees turned in:

An employee that transferred in from the night service desk noticed that she had some of her old functional access allowed her to solve certain problems that day time staff couldn't. During the day, service desk analysts had to escalate these types of problems to other teams. She submitted this idea as a Quick and Easy Kaizen. Upon investigation, no one knew why the daytime staff didn't have that access and so it was granted. Now, everyone of my staff can resolve these types of calls without escalation.

  • Better caller resolution
  • Faster resolution with no waiting
  • Elminated the waste of uneeded escalation

What have you improved today?

Dan Lafever, Kaizeneer

No comments: