Today you'll learn about: The benefits of defined processes

and procedures. The differences between

Processes, Policies & Procedures A 3-Step Methodology for defining

core business process.

Process Engineering

Pulled in a multitude of directions with vast responsibilities

Operate day-to-day in “chaos” and under tremendous pressure

Struggle with endless battles for funding and resources

Face the challenges associated with employee turnover

About ProcessReal Life Help Desk Managers

Process workflows are completely undefined or at best, inconsistent

Policy statements don’t exist and therefore Representatives make them up as they go along

Step-by-Step procedures are communicated through word of mouth resulting in inconsistencies or in some cases, complete omission

Real Life Help Desk Managers

Satisfy senior management? Manage day-to-day operations? Train new employees faster? Reduce operating costs? Satisfy customers? Deliver consistent service? Deploy technology solutions more

successfully?

What Would Make it Easier to…

Clearly defined and documented process workflows, policies and procedures that focus on the core business process of handling customer service requests.

The Answer is…

“The majority of American managers are busy focusing on managing people rather than on managing process. If these same managers would first and foremost, define and communicate their primary business processes, they would then be more successful at managing their people, holding them accountable to their defined business processes.” - Michael Gerber The E-Myth Manager

People vs. Process

There are distinct differences between processes, policies, and procedures.

Process, Policies & Procedures

A process is something you can diagram. It shows graphically how something is achieved.

Process- Defined

Process Workflow

Process- An Example

You can easily identify and correct inconsistencies and inefficiencies in your process which will result in an enhanced customer experience and reduced operating costs.

You can easily identify what policies and procedures should be defined and documented resulting in consistent service delivery.

You can easily see opportunities to measure your process making it easier to refine and improve operations resulting in a decrease in operating costs.

Process- The Benefits

A policy for any given task is your general statement describing when,who and how the task should be consistently performed in your organization.

A procedure is the step-by-step instructions for implementing the task that is related to a policy.

Policies & Procedures: Defined

Standard Operating Procedures (SOPs) Policy Statements and Step-by-

Step Procedures can be combined to create your Help Desk’s Standard Operating Procedures (SOPs).

Policies & Procedures: SOPs

SOPs define how you deliver service to your customers

They consist of Policy Statements and Step-by-Step Procedures

They should NOT be mistaken for a knowledge base which consists of answers or solutions to customer calls

SOPs: Defined

Logging In and Out of the ACD System

Answering Incoming Customer Calls

Checking Knowledge Sources for Resolutions

Leaving Messages for Customers

Handling Disgruntled Customers

Routing Customer Tickets

Escalating Customer Issues

Concluding Customer Calls

Editing Customer Tickets

SOPs: Examples

Easy for you to identify “behavioral” issues among staff members before they become problematic which results in increased customer satisfaction and reduced, long-term operating costs.

Easy for you to document SOPs which can be provided to new hires resulting in decreased training and ramp-up time.

Easy for you to refine existing processes and procedures which means decreased operating costs and increased levels of efficiency.

SOPs: The Benefits

1. Define and Document the Process Workflows

2. Identify the need for associated SOPs

3. Identify the areas within the process that can be measured

3-Step RightProcess Methodology

1. Define the Process

3-Step RightProcess Methodology

2. Identify the SOPs

3-Step RightProcess Methodology

3. Identify the Areas to Measure Performance

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3-Step RightProcess Methodology

Once your SOPs are clearly defined and documented it’s time for the Help Desk Representatives to consistently execute them.

But What About the People….

But people don’t always do what they are supposed to do… and the more Representatives the greater the challenge.

The Problem with People…

The extent to which an employee will change their behavior is tied directly to their measurable accountability.

The Answer…

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Accountability

Related to SOPs, there are four recommended points of measurable accountability.

The Answer…

Sign Off & Acknowledge

Exams & Testing

Contributions+ Audits & Monitoring

__________________

Compliance

SE

CA

Process & Mother Nature

The EndThank you for your time and consideration!

Are there any questions?