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David Wall davidw@cac.washington.edu
Modified: 15 May 2002
For the Faculty/Staff Consulting group
These ideas for improving customer service or group processes were suggested by consultants during disussions in March 2002.
| Make QnA answers archive more easily searchable |
| Need consulting knowledgebase |
| Need index of tools/resources (eg, Rref, FaqFinder, etc) |
| Review/improve quality of answers given via phone |
| Group meetings could be used to present consulting problem skills or technical info |
| Systematic tracking of active problem areas so that consultants have access to latest info. Perhaps Bugzilla could be used. |
| Make better use of the support-l list by sending tech updates |
| Increase knowledge of dept. support staff and do more collaboration |
| Improve communication giving more access to who knows what |
| Facilitate communication by getting information about changes to the people who need to know |
| Access to information about FSCO and C&C projects |
| Integrate call tracking with QnA |
| Outreach from FSCO to the TechSupport group re who covers what |
| Audits of consulting answers to find opportunities to improve |
| Better tools for customers to find solutions on their own |
| Use our student staff more, and more effectively |
| Create better FAQs and documentation by having subject experts write to a standard format, then let publications experts do design, layout, polishing. |
| Create more useful and accessible documentation by structuring documents to perform multiple roles. |
| Pass project ideas to students, then use monitoring processes to get work completed |
| Need generally more and better information of all kinds |
| For tasks like testing a software product, make specific people responsible |
| Improve Router'sRef |
| Do outreach to departments to deliver our messages and get to know the customers |
| Do a post mortem when any project is completed, then record and distribute lessons learned. |
| Provide/develop/support project management tools for consultants |
| Increase the knowledge among FSCO consultants about what each one does, knows |
| Build tools so users can figure out modem-over-quota situations |
| Increase personal communication within FSCO group |
| Better address needs of people who mistakenly write to "help" |
| Improve coordination with other UW helpdesk groups |
| Explore tools like camtasia to add animation/voice to FAQs |
| Add a chat service for customer support |
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Computing & Communications David Wall davidw@cac.washington.edu Modified: 15 May 2002 |