I decided that I might as well take the opportunity this 2 weeks (while MT is away)to better understand the support scope and process, and see how we can improve it. At least, now it appear to be more fruitful rather than dreadful. Impressive?! :)
I recall a cliche that goes like this, "When there is a problem, don't fix the problem, but fix the system". All too often, we deal with urgent problems and fight fires. It is not difficult to conclude that, in order to be the best, we should think better than just fixing the problem.
That's exactly what needs to be done, to establish a system that allows us to carry out the support efficiently and effectively. For a start, the simple ones first, how do we better organise and track support emails. Let's see how we can apply GTDF techniques here. I will share on this experience later.
It may be timely to introduce a new person to a team. I believe this will help test the system and in turn drive it further.
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