Minitab powerpoint

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Minitab powerpoint

  1. 1. Differentiating Help Model #4 Paige Carpenter Lauren Riner Curtis Fisher
  2. 2. Agenda <ul><li>Introductions </li></ul><ul><li>Objectives </li></ul><ul><li>Current System </li></ul><ul><li>Problem Overview </li></ul><ul><li>Proposed Solution Outline </li></ul><ul><li>Layout Changes </li></ul><ul><li>Visual Representation </li></ul><ul><li>Implementing the Solution </li></ul>
  3. 3. Introductions <ul><li>Lauren Riner </li></ul><ul><ul><li>Industrial engineering major </li></ul></ul><ul><ul><li>Use of Minitab in classwork such as Six Sigma </li></ul></ul><ul><li>Paige Carpenter </li></ul><ul><ul><li>Industrial engineering major </li></ul></ul><ul><ul><li>Use of Minitab in internship experience at GE </li></ul></ul><ul><li>Curtis Fisher </li></ul><ul><ul><li>Chemical engineering major </li></ul></ul><ul><ul><li>Handling of statistical financial information for private business </li></ul></ul>
  4. 4. Objectives <ul><li>To develop support options for Minitab to improve customer satisfaction </li></ul><ul><li>Available Help Options: </li></ul><ul><ul><li>Online Help </li></ul></ul><ul><ul><ul><li>Submitting questions to Tech Support </li></ul></ul></ul><ul><ul><li>Answer Knowledgebase/FAQ </li></ul></ul><ul><ul><li>Webinars </li></ul></ul><ul><ul><li>Call Tech Support </li></ul></ul>
  5. 5. Current System- Online Help
  6. 6. Current System- Knowledgebase/FAQ
  7. 7. Problem Overview <ul><li>Customers have trouble navigating online assistance on the Minitab website </li></ul><ul><li>There are two ways to obtain information about the products: </li></ul><ul><ul><li>Answer Knowledgebase/FAQ </li></ul></ul><ul><ul><li>Online Help </li></ul></ul><ul><li>Customers spend too many hours with technical support </li></ul>
  8. 8. Proposed Solution <ul><li>Hierarchy should be as follows: </li></ul><ul><ul><li>Top 10 FAQ shown </li></ul></ul><ul><ul><ul><li>If no, move on </li></ul></ul></ul><ul><ul><li>Help Search </li></ul></ul><ul><ul><ul><li>If no, move on </li></ul></ul></ul><ul><ul><li>Call 1-800 number for support </li></ul></ul><ul><ul><li>Minimizes time with support personnel </li></ul></ul>
  9. 9. Layout Changes <ul><li>Support should be split into two navigation headings </li></ul><ul><ul><li>Support for downloads, licensing, macros </li></ul></ul><ul><li>Knowledgebase/FAQ </li></ul><ul><li>Downloads </li></ul><ul><ul><li>Already in Products section, so eliminate </li></ul></ul><ul><li>Documentation </li></ul><ul><ul><li>Re-worded to say, “Download Help Manual” </li></ul></ul><ul><ul><li>The name is confusing mainly because the section is not just for help but many other types of support </li></ul></ul><ul><li>Multi-User Licensing </li></ul><ul><ul><li>Placed in new heading separate from help </li></ul></ul><ul><li>Macros </li></ul><ul><ul><li>Placed in new heading separate from help </li></ul></ul><ul><li>Online Support </li></ul><ul><ul><li>Renamed, “Email Support” </li></ul></ul><ul><ul><li>The name is confusing because the page on the website is online support </li></ul></ul>
  10. 10. Visual Representation New Support Tab New Help Tab
  11. 11. Implementing Best Solution <ul><li>Incorporate hierarchy as specified </li></ul><ul><li>Make layout changes and links where necessary </li></ul><ul><li>Encouraging webinar use to customers when they purchase the product </li></ul><ul><li>Feedback form for help section for continuous improvement </li></ul>

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