The 8 Disciplines (8D) Problem Solving Poster describes the eight steps of problem solving. The process is applicable to automative, manufacturing and service organizations.
The poster comes in two themes: color and monochrome. Formatted in PDF and in editable PPTX, the poster can be easily printed on an A3 or A4-sized paper from an office copier machine and displayed on employee workstations, or distributed together with your workshop handouts.
The 8D Problem Solving Poster complements the '8D Problem Solving Technique & Tools' training presentation materials. It serves as a takeaway and summary of your problem solving presentation.
A problem is a deviation from a standard, i.e., a difference between what should be happening and what is actually happening. The 8D Problem Solving Poster describes the eight steps of problem solving as follow:
D0: Plan
D1: Initiate Project Team
D2: Define the Problem
D3: Implement Containment Actions
D4: Identify Root Causes
D5: Develop & Verify Solution
D6: Implement Corrective Actions
D7: Prevent Recurrence
D8: Recognize the Team
Web-formation | La Méthode de Résolution de ProblèmesXL Groupe
L’objectif de cette web-conférence est de montrer l’importance du respect de la Méthode de Résolution de Problèmes pour éradiquer les causes racines et trouver des solutions pérennes.
Retrouvez le replay de cette web-conférence sur notre chaîne Youtube : http://buff.ly/2kWIQWD
The 8 Disciplines (8D) Problem Solving Poster describes the eight steps of problem solving. The process is applicable to automative, manufacturing and service organizations.
The poster comes in two themes: color and monochrome. Formatted in PDF and in editable PPTX, the poster can be easily printed on an A3 or A4-sized paper from an office copier machine and displayed on employee workstations, or distributed together with your workshop handouts.
The 8D Problem Solving Poster complements the '8D Problem Solving Technique & Tools' training presentation materials. It serves as a takeaway and summary of your problem solving presentation.
A problem is a deviation from a standard, i.e., a difference between what should be happening and what is actually happening. The 8D Problem Solving Poster describes the eight steps of problem solving as follow:
D0: Plan
D1: Initiate Project Team
D2: Define the Problem
D3: Implement Containment Actions
D4: Identify Root Causes
D5: Develop & Verify Solution
D6: Implement Corrective Actions
D7: Prevent Recurrence
D8: Recognize the Team
Web-formation | La Méthode de Résolution de ProblèmesXL Groupe
L’objectif de cette web-conférence est de montrer l’importance du respect de la Méthode de Résolution de Problèmes pour éradiquer les causes racines et trouver des solutions pérennes.
Retrouvez le replay de cette web-conférence sur notre chaîne Youtube : http://buff.ly/2kWIQWD
Six Sigma Statistical Process Control (SPC) Training ModuleFrank-G. Adler
The Statistical Process Control (SPC) Training Module v4.0 includes:
1. MS PowerPoint Presentation including 129 slides covering Introduction to Process Control, Types of Histograms, Measures of Location & Variability, Process Control Charts, Process Control Limits, Out-of-Control Criteria, Sample Size & Frequency, Out-of-Control Action Plan, Process Control Plan, and 6 Workshop Exercises.
2. MS Excel Confidence Interval Analysis Calculator making it really easy to calculate Confidence Intervals (mean value, standard deviation, capability indices, defect rate, count) and perform a Comparison of two Statistics (mean values, standard deviations, defect rates, counts).
3. MS Excel Process Control Plan Template
Einen Überblick der gängigen Verschwendungsarten (MUDA)
Die sieben Arten der Verschwendung findet man nicht nur in der Produktion und Fertigung. Sie wurden inzwischen um drei Punkte erweitert und können auch auf administrative Bereiche angewendet werden.
Paper on the issues with mtbf published in the Spring 2011 issue of the RMSP Journal.
MTBF is widely used to describe the reliability of a component or system. It is also often misunderstood and used incorrectly. In some sense, the very name “mean time between failures” contributes to the misunderstanding. The objective of this paper is to explore the nature of the MTBF misunderstandings and the impact on decision-making and program costs.
Mean-Time-Between-Failure (MTBF) as defined by MIL-STD-721C Definition of Terms for Reliability and Maintainability, 12 June 1981, is
A basic measure of reliability for repairable items: The mean number of life units during which all parts of the item perform within their specified limits, during a particular measurement interval under stated conditions.
The related measure, Mean-Time-To-Failure (MTTF) is define as
A basic measure of reliability for non-repairable items: The total number of life units of an item divided by the total number of failures within that population, during a particular measurement interval under stated conditions.
TPM Total Productive Maintenance Workshop for Quarry Plant (1) 09Oct16Timothy Wooi
This course will guide you through to assess the activities of Autonomous Maintenance (AM) on your current Equipment and to plan the execution of your Maintenance Activities using a Visual Schedule. TPM defines your Maintenance schedule and Goals. TPM helps you plan and develop the optimal program for your facility, resulting in increased efficiencies and cost savings.
Day1
Introduction to TPM
Types of Maintenance
Overall Equipment Efficiency ( OEE )
The Pillars of TPM (Part 1)
The 6 Major Equipment waste
Day2
Steps in Introduction of TPM
The 5’S Step towards TPM
Conditions Required for TPM
TPM Strategy
TPM Tools
Set-back of TPM Implementation
Course Evaluation, Recap and Closing
Améliorer les performances des projets avec le Lean EngineeringXL Groupe
Toutes les entreprises, quelle que soit leur taille, sont amenées à développer de nouveaux projets pour renforcer leur compétitivité : nouveaux produits ou services, nouvelles installations, lancement d’une activité, l’évolution de systèmes d’information, l’amélioration de pratiques existantes…
Les défis à relever sont nombreux et les enjeux restent comparables d’un projet à l’autre : répondre à la « voix des clients » en tenant les délais clients, en maitrisant les couts et les risques, en respectant la qualité attendue, en facilitant l’industrialisation, tout en ayant des équipes sereines qui travaillent en sécurité.
Mais force est de constater que la réalité est quelquefois loin des objectifs fixés et que des dérives sont souvent constatées : expression de besoins mal définie, absence de pilotage et de standards efficaces, difficultés à fonctionner en transverse, manque de communication et d’adhésion, manque de ressources et de compétences, règles de gouvernance inadaptées… entrainant retards, tensions, gaspillages divers … et explosion du budget !
Les enjeux liés à la digitalisation et à la réduction des impacts environnementaux au sein des projets viennent par ailleurs renforcer la nécessité de transformer les façons de faire…
Nous verrons dans cette présentation comment les pratiques du Lean Engineering peuvent considérablement améliorer les performances des projets. Par des exemples concrets au sein d’Orano Projets et un partage d’expérience riche d’enseignements, nous mettrons en avant les bonnes pratiques et les difficultés rencontrées, les apports méthodologiques utiles et les conditions de réussite incontournables !
L’Agilité et l’Humain seront au cœur de nos échanges !
Sommaire de la présentation :
- Un peu de vocabulaire
- Contexte actuel
- Le Lean s’applique-t-il aux projets ?
- Exemple de déploiement d’une démarche Lean Engineering
- Illustrations concrètes sur des projets
- Approche et méthodologie : quels enseignements tirer ?
Le Lean 6 Sigma dans une démarche de transformationXL Groupe
Découvrez en quoi une approche 6 sigma permet d’accélérer la vitesse de transformation d’une entreprise tout en réduisant le risque d’échec, depuis la phase du diagnostic, jusqu’à la phase de mise sous contrôle.
Retrouvez le replay de cette web-conférence sur notre chaîne Youtube : http://buff.ly/2kWIQWD
As a part of TQM, QCC (Quality Control Circle) has to practice KAIZEN and solve problems systematically using few tools. This presentation consist
1. Problem solving steps
2. What is SMART
3. Brain storming
4. Flow Chart
5. Matrix diagram
6. Check Sheet
7. Pareto diagram
8. Cause-Effect diagram/ Fish-bone diagram
9. 5W 1H questioning technique
10. Gantt Chart
etc.
CHAPTER 12 Managing Systems
Support and
Security
Chapter 12 describes systems support and security tasks that continue throughout the useful life of the system. In addition to user support, this chapter discusses maintenance, security, backup and disaster recovery, performance measurement, and system obsolescence.
· Explain the systems support and security phase
· Describe user support activities, including user training and service desks
· Define the four types of maintenance
· Explain various techniques for managing systems maintenance and support
· Describe techniques for measuring, managing, and planning system performance
· Explain risk management concepts
· Assess system security at six levels: physical security, network security, application security, file security, user security, and procedural security
· Describe backup and disaster recovery
· List factors indicating that a system has reached the end of its useful life
· Assess future challenges and opportunities for IT professionals
· Develop a strategic plan for career advancement and strong IT credentials
INTRODUCTION
OBJECTIVES
When you finish this chapter, you will be able to:
Managing systems support and security involves three main concerns: user expectations, system performance, and security requirements.
A systems analyst is like an internal consultant who provides guidance, support, and training. Successful systems often need the most support because users want to learn the features, try all the capabilities, and discover how the system can help them perform their tasks. In most organizations, more than half of all IT department effort goes into supporting existing systems.
This chapter begins with a discussion of systems support, including user training and service desks. You will study the four main types of maintenance: corrective, adaptive, perfective, and preventive. You also will learn how the IT group uses maintenance teams, configuration management, and maintenance releases, and you will examine system performance issues and maintenance tools. You will analyze the security system at each of the six security levels: physical security, network security, application security, file security, user security, and procedural security. You will also learn about data backup and recovery issues. Finally, you will learn how to recognize system obsolescence, and about some of the challenges and opportunities you are likely to face as an IT professional.
PREVIEW CASE: Mountain View College Bookstore
Background: Wendy Lee, manager of college services at Mountain View College, wants a new information system that will improve efficiency and customer service at the three college bookstores.
In this part of the case, Tina Allen (systems analyst) and David Conroe (student intern) are talking about operation, support, and security issues for the new system.
Participants:
Tina and David
Location:
Tina’s office, Friday afternoon, March 28, 2014
Project status:
Tina and David successfull ...
Six Sigma Statistical Process Control (SPC) Training ModuleFrank-G. Adler
The Statistical Process Control (SPC) Training Module v4.0 includes:
1. MS PowerPoint Presentation including 129 slides covering Introduction to Process Control, Types of Histograms, Measures of Location & Variability, Process Control Charts, Process Control Limits, Out-of-Control Criteria, Sample Size & Frequency, Out-of-Control Action Plan, Process Control Plan, and 6 Workshop Exercises.
2. MS Excel Confidence Interval Analysis Calculator making it really easy to calculate Confidence Intervals (mean value, standard deviation, capability indices, defect rate, count) and perform a Comparison of two Statistics (mean values, standard deviations, defect rates, counts).
3. MS Excel Process Control Plan Template
Einen Überblick der gängigen Verschwendungsarten (MUDA)
Die sieben Arten der Verschwendung findet man nicht nur in der Produktion und Fertigung. Sie wurden inzwischen um drei Punkte erweitert und können auch auf administrative Bereiche angewendet werden.
Paper on the issues with mtbf published in the Spring 2011 issue of the RMSP Journal.
MTBF is widely used to describe the reliability of a component or system. It is also often misunderstood and used incorrectly. In some sense, the very name “mean time between failures” contributes to the misunderstanding. The objective of this paper is to explore the nature of the MTBF misunderstandings and the impact on decision-making and program costs.
Mean-Time-Between-Failure (MTBF) as defined by MIL-STD-721C Definition of Terms for Reliability and Maintainability, 12 June 1981, is
A basic measure of reliability for repairable items: The mean number of life units during which all parts of the item perform within their specified limits, during a particular measurement interval under stated conditions.
The related measure, Mean-Time-To-Failure (MTTF) is define as
A basic measure of reliability for non-repairable items: The total number of life units of an item divided by the total number of failures within that population, during a particular measurement interval under stated conditions.
TPM Total Productive Maintenance Workshop for Quarry Plant (1) 09Oct16Timothy Wooi
This course will guide you through to assess the activities of Autonomous Maintenance (AM) on your current Equipment and to plan the execution of your Maintenance Activities using a Visual Schedule. TPM defines your Maintenance schedule and Goals. TPM helps you plan and develop the optimal program for your facility, resulting in increased efficiencies and cost savings.
Day1
Introduction to TPM
Types of Maintenance
Overall Equipment Efficiency ( OEE )
The Pillars of TPM (Part 1)
The 6 Major Equipment waste
Day2
Steps in Introduction of TPM
The 5’S Step towards TPM
Conditions Required for TPM
TPM Strategy
TPM Tools
Set-back of TPM Implementation
Course Evaluation, Recap and Closing
Améliorer les performances des projets avec le Lean EngineeringXL Groupe
Toutes les entreprises, quelle que soit leur taille, sont amenées à développer de nouveaux projets pour renforcer leur compétitivité : nouveaux produits ou services, nouvelles installations, lancement d’une activité, l’évolution de systèmes d’information, l’amélioration de pratiques existantes…
Les défis à relever sont nombreux et les enjeux restent comparables d’un projet à l’autre : répondre à la « voix des clients » en tenant les délais clients, en maitrisant les couts et les risques, en respectant la qualité attendue, en facilitant l’industrialisation, tout en ayant des équipes sereines qui travaillent en sécurité.
Mais force est de constater que la réalité est quelquefois loin des objectifs fixés et que des dérives sont souvent constatées : expression de besoins mal définie, absence de pilotage et de standards efficaces, difficultés à fonctionner en transverse, manque de communication et d’adhésion, manque de ressources et de compétences, règles de gouvernance inadaptées… entrainant retards, tensions, gaspillages divers … et explosion du budget !
Les enjeux liés à la digitalisation et à la réduction des impacts environnementaux au sein des projets viennent par ailleurs renforcer la nécessité de transformer les façons de faire…
Nous verrons dans cette présentation comment les pratiques du Lean Engineering peuvent considérablement améliorer les performances des projets. Par des exemples concrets au sein d’Orano Projets et un partage d’expérience riche d’enseignements, nous mettrons en avant les bonnes pratiques et les difficultés rencontrées, les apports méthodologiques utiles et les conditions de réussite incontournables !
L’Agilité et l’Humain seront au cœur de nos échanges !
Sommaire de la présentation :
- Un peu de vocabulaire
- Contexte actuel
- Le Lean s’applique-t-il aux projets ?
- Exemple de déploiement d’une démarche Lean Engineering
- Illustrations concrètes sur des projets
- Approche et méthodologie : quels enseignements tirer ?
Le Lean 6 Sigma dans une démarche de transformationXL Groupe
Découvrez en quoi une approche 6 sigma permet d’accélérer la vitesse de transformation d’une entreprise tout en réduisant le risque d’échec, depuis la phase du diagnostic, jusqu’à la phase de mise sous contrôle.
Retrouvez le replay de cette web-conférence sur notre chaîne Youtube : http://buff.ly/2kWIQWD
As a part of TQM, QCC (Quality Control Circle) has to practice KAIZEN and solve problems systematically using few tools. This presentation consist
1. Problem solving steps
2. What is SMART
3. Brain storming
4. Flow Chart
5. Matrix diagram
6. Check Sheet
7. Pareto diagram
8. Cause-Effect diagram/ Fish-bone diagram
9. 5W 1H questioning technique
10. Gantt Chart
etc.
CHAPTER 12 Managing Systems
Support and
Security
Chapter 12 describes systems support and security tasks that continue throughout the useful life of the system. In addition to user support, this chapter discusses maintenance, security, backup and disaster recovery, performance measurement, and system obsolescence.
· Explain the systems support and security phase
· Describe user support activities, including user training and service desks
· Define the four types of maintenance
· Explain various techniques for managing systems maintenance and support
· Describe techniques for measuring, managing, and planning system performance
· Explain risk management concepts
· Assess system security at six levels: physical security, network security, application security, file security, user security, and procedural security
· Describe backup and disaster recovery
· List factors indicating that a system has reached the end of its useful life
· Assess future challenges and opportunities for IT professionals
· Develop a strategic plan for career advancement and strong IT credentials
INTRODUCTION
OBJECTIVES
When you finish this chapter, you will be able to:
Managing systems support and security involves three main concerns: user expectations, system performance, and security requirements.
A systems analyst is like an internal consultant who provides guidance, support, and training. Successful systems often need the most support because users want to learn the features, try all the capabilities, and discover how the system can help them perform their tasks. In most organizations, more than half of all IT department effort goes into supporting existing systems.
This chapter begins with a discussion of systems support, including user training and service desks. You will study the four main types of maintenance: corrective, adaptive, perfective, and preventive. You also will learn how the IT group uses maintenance teams, configuration management, and maintenance releases, and you will examine system performance issues and maintenance tools. You will analyze the security system at each of the six security levels: physical security, network security, application security, file security, user security, and procedural security. You will also learn about data backup and recovery issues. Finally, you will learn how to recognize system obsolescence, and about some of the challenges and opportunities you are likely to face as an IT professional.
PREVIEW CASE: Mountain View College Bookstore
Background: Wendy Lee, manager of college services at Mountain View College, wants a new information system that will improve efficiency and customer service at the three college bookstores.
In this part of the case, Tina Allen (systems analyst) and David Conroe (student intern) are talking about operation, support, and security issues for the new system.
Participants:
Tina and David
Location:
Tina’s office, Friday afternoon, March 28, 2014
Project status:
Tina and David successfull ...
List of Benefits of Remote Help Desk Services With HEX64.docxHEX64
Bring the expertise of HEX64 IT professionals and trouble-shooters to your office whenever you need With our 24X7 Remote IT Helpdesk services, we can help you fix anything that hinders you from using your IT systems, devices, and tool.
1. Top of FormResource Project Systems Acquisition Plan Gradi.docxambersalomon88660
1.
Top of Form
Resource: Project Systems Acquisition Plan Grading Guide
Resources:
· Baltzan, P., and Phillips, A. (2015). Business Driven Information Systems (5th ed).
· Week 3 articles and videos
· It is recommended students search the Internet for a Systems Acquisition Plan template.
Scenario: You are an entrepreneur in the process of researching a business development idea. As you create a high-level Information Technology (IT) strategy for your new enterprise, it is important to consider the acquisition of IT resources. A Systems Acquisition Plan will guide the process of identifying enterprise technology needs and acquiring appropriate information systems in the context of your goal to incorporate business driven IT. The Systems Acquisition Plan is intended to describe a high-level process for acquiring and maintaining IT systems. The Systems Acquisition Plan is a working document, which is expected to change over time as new project details emerge.
Create a high-level Project Systems Acquisition Plan for your project in a minimum of 1,050 words that includes the following information:
· A description and justification of the specific systems design and development approach (SDLC, RAD, Spiral, outsourcing, etc.) the enterprise will employ
· A summary of the steps in the systems acquisition process including initiation, analysis, design, acquisition, and maintenance
· A high-level overview of who will participate in each step of the systems acquisition process
Cite a minimum of 3 peer-reviewed references from the University of Phoenix Library.
Format consistent with APA guidelines.
Submit your assignment.
Resources
· Center for Writing Excellence
· Reference and Citation Generator
· Grammar and Writing Guides
· Learning Team Toolkit
2
CHAPTER
Decisions and Processes: Value Driven Business
CHAPTER OUTLINE
SECTION 2.1
Decision Support Systems
SECTION 2.2
Business Processes
Making Organizational Business Decisions
Measuring Organizational Business Decisions
Using MIS to Make Business Decisions
Using AI to Make Business Decisions
Managing Business Processes
Using MIS to Improve Business Processes
What’s in IT for me?
Working faster and smarter has become a necessity for companies. A firm’s value chain is directly affected by how well it designs and coordinates its business processes. Business processes offer competitive advantages if they enable a firm to lower operating costs, differentiate, or compete in a niche market. They can also be huge burdens if they are outdated, which impedes operations, efficiency, and effectiveness. Thus, the ability of management information systems to improve business processes is a key advantage.
The goal of Chapter 2 is to provide an overview of specific MIS tools managers can use to support the strategies discussed in Chapter 1. After reading this chapter, you, the business student, should have detailed knowledge of the types of information systems that exist to support decision making and business .
Any software purchasing process implies a certain time of critical reflection on several aspects: costs, ROI, usability, integration, and technical support just to name a few. Technical support is a fundamental factor that must be necessarily taken into consideration when buying an engineering software solution mainly for three relevant reasons.
First of all, it comes to the learning process. The acquisition and implementation of a new engineering software solution suppose a new work methodology. Furthermore, in case of an issue affecting the operational performance, it is important to count with experienced technical engineering support able to provide assistance in direct contact, with ease and comfort.
Technical support is also a fundamental business unit for being the main point of contact with the customer. Understanding changing clients’ preferences and collecting their consideration and expectations on the software solutions is not only important, but it is necessary as it shows unique chances of improvements to any company.
#15NTC NTEN Help Desk or Service Desk? (Align Nonprofit Technology)Steve Heye
We all know the traditional meaning behind an IT Help Desk: something breaks, you call, we fix. Moving to an IT Service Desk can add further meaning: we also work with you on the goal. But, with both of these, we still have a problem. IT has to wait for the organization to have a specific request to react to, we become a store where the customer is always right. Well guess what? The customer in this case is not always right, and IT should not be managed in a way that forces it to only fill requests and fix things. We will talk about how to manage a help desk while still allowing IT to be a partner to the organization.
Whether you're a small startup or an established enterprise, PetaBytz's latest blog post provides valuable insights into the world of IT support managed services and how they can empower your business to thrive in today's competitive landscape.
What is Virtual Assistance? Services-Overviewonestopdaseo
Virtual assistance also referred as remotely availed services has made a significant shift in the market owing to the market trends globally. so, here's a quick overview about this virtual assistance . This can include administrative tasks, customer service, or technical support.
Italy Agriculture Equipment Market Outlook to 2027harveenkaur52
Agriculture and Animal Care
Ken Research has an expertise in Agriculture and Animal Care sector and offer vast collection of information related to all major aspects such as Agriculture equipment, Crop Protection, Seed, Agriculture Chemical, Fertilizers, Protected Cultivators, Palm Oil, Hybrid Seed, Animal Feed additives and many more.
Our continuous study and findings in agriculture sector provide better insights to companies dealing with related product and services, government and agriculture associations, researchers and students to well understand the present and expected scenario.
Our Animal care category provides solutions on Animal Healthcare and related products and services, including, animal feed additives, vaccination
Understanding User Behavior with Google Analytics.pdfSEO Article Boost
Unlocking the full potential of Google Analytics is crucial for understanding and optimizing your website’s performance. This guide dives deep into the essential aspects of Google Analytics, from analyzing traffic sources to understanding user demographics and tracking user engagement.
Traffic Sources Analysis:
Discover where your website traffic originates. By examining the Acquisition section, you can identify whether visitors come from organic search, paid campaigns, direct visits, social media, or referral links. This knowledge helps in refining marketing strategies and optimizing resource allocation.
User Demographics Insights:
Gain a comprehensive view of your audience by exploring demographic data in the Audience section. Understand age, gender, and interests to tailor your marketing strategies effectively. Leverage this information to create personalized content and improve user engagement and conversion rates.
Tracking User Engagement:
Learn how to measure user interaction with your site through key metrics like bounce rate, average session duration, and pages per session. Enhance user experience by analyzing engagement metrics and implementing strategies to keep visitors engaged.
Conversion Rate Optimization:
Understand the importance of conversion rates and how to track them using Google Analytics. Set up Goals, analyze conversion funnels, segment your audience, and employ A/B testing to optimize your website for higher conversions. Utilize ecommerce tracking and multi-channel funnels for a detailed view of your sales performance and marketing channel contributions.
Custom Reports and Dashboards:
Create custom reports and dashboards to visualize and interpret data relevant to your business goals. Use advanced filters, segments, and visualization options to gain deeper insights. Incorporate custom dimensions and metrics for tailored data analysis. Integrate external data sources to enrich your analytics and make well-informed decisions.
This guide is designed to help you harness the power of Google Analytics for making data-driven decisions that enhance website performance and achieve your digital marketing objectives. Whether you are looking to improve SEO, refine your social media strategy, or boost conversion rates, understanding and utilizing Google Analytics is essential for your success.
Meet up Milano 14 _ Axpo Italia_ Migration from Mule3 (On-prem) to.pdfFlorence Consulting
Quattordicesimo Meetup di Milano, tenutosi a Milano il 23 Maggio 2024 dalle ore 17:00 alle ore 18:30 in presenza e da remoto.
Abbiamo parlato di come Axpo Italia S.p.A. ha ridotto il technical debt migrando le proprie APIs da Mule 3.9 a Mule 4.4 passando anche da on-premises a CloudHub 1.0.
Bridging the Digital Gap Brad Spiegel Macon, GA Initiative.pptxBrad Spiegel Macon GA
Brad Spiegel Macon GA’s journey exemplifies the profound impact that one individual can have on their community. Through his unwavering dedication to digital inclusion, he’s not only bridging the gap in Macon but also setting an example for others to follow.
APNIC Foundation, presented by Ellisha Heppner at the PNG DNS Forum 2024APNIC
Ellisha Heppner, Grant Management Lead, presented an update on APNIC Foundation to the PNG DNS Forum held from 6 to 10 May, 2024 in Port Moresby, Papua New Guinea.
Gen Z and the marketplaces - let's translate their needsLaura Szabó
The product workshop focused on exploring the requirements of Generation Z in relation to marketplace dynamics. We delved into their specific needs, examined the specifics in their shopping preferences, and analyzed their preferred methods for accessing information and making purchases within a marketplace. Through the study of real-life cases , we tried to gain valuable insights into enhancing the marketplace experience for Generation Z.
The workshop was held on the DMA Conference in Vienna June 2024.
2. 2
Objectives
In this introduction you will learn:
About help desks and typical help desk
organisation
The incident management process
How hardware and software tools are used to
manage incidents
Help desk trends
by Sisay Getu
3. 3
Introduction to Help Desk
Operation
Organisations can choose to provide support
to employees and customers in several ways
Informal peer Support
Formal structure
•Support Group
•Information Center
•Information Technology Department
by Sisay Getu
4. 4
Help Desk
1. Single point of contact for end user support
Components of a Successful Help Desk
2. The four components of a successful help desk are
tightly integrated and each must be given
attention.
· People
· Processes
· Technology
· Information
Customer Service – The Bottom Line
3. Strategies and tools
by Sisay Getu
7. 7
The Incident Management Process
Incident Management is a well-defined, formal
procedure that help desk staff follow to handle
problem incidents, get the information users need or
solve their problems, and close the incident
Call Management describes the steps in handling
primarily telephone contacts between end users and
support staff
by Sisay Getu
9. 9
Help Desk Tools and
Technologies
1. Help desk software
2. Computer telephony systems
3. Web Site support
4. Physical layout of help desk work areas
by Sisay Getu
11. 11
Objectives
Here you will learn:
The role automation tools play in support
How processes and procedures are used in support
The primary types of support tools available
How support tools evolve
The reasons why tools don’t work in a particular
environment
How constant change affects support and support
technology
by Sisay Getu
12. 12
Help Desk Tools, Technology,
and Techniques
Technology includes the development of new
materials, equipment, and processes to improve
goods and services production
Companies established information centers, places
within companies where employees could receive
training and help in using personal computers
A help desk is a single point of contact within a
company for managing customer problems and
requests, and providing solution-oriented support
service
by Sisay Getu
13. 13
Understanding the Role
Technology Plays in Support
Technology affects support in several ways:
The increase in the amount of technical support available
The complexity and interconnection among technology
components has increased the needs for support
Businesses depend on technology to collect and manage
information, which enables them to react to trends more
quickly
Better and more complex electronics are used both at
home and in business, including computers,
telecommunication systems, network devices, and
software
by Sisay Getu
14. 14
Resource Challenges
Support resources are the company
employees who provide support services
Technical skills refers to basic computer
literacy and experience with specific
hardware or software
Support staff also need good problem-solving
skills
by Sisay Getu
15. 15
Resource Challenges
In addition to technical skills, the entire
support staff needs good communication
skills
Communication skills are those skills that
enable a person to interact effectively with
others by speaking, listening, and writing
by Sisay Getu
16. 16
Importance of Goals,
Processes, and Procedures
The support group depends on its resources to
deliver services and accomplish its goals
Every company uses a mission statement, which is a
broad, general, written guideline that defines the
company’s vision and specific goals
Goals are further refined into different processes and
procedures so that the support staff knows how to
accomplish the goals
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Importance of Goals,
Processes, and Procedures
A process is a list of the input, the interrelated
work activities (or tasks), and the desired
output needed to accomplish a goal
A procedure is a detailed, step-by-step set of
instructions that describes who will perform
the tasks in a process, along with how and
when those tasks will be performed
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Importance of Goals,
Processes, and Procedures
To better understand the
relationship between a
goal, process, and
procedures, consider a
teenager who wants to
drive a car
Consistent delivery
means that the output of
a process is the same no
matter who completes
the procedures
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Types of Support Tools
Support tools are specific to the processes and
challenges of a particular group
Some tools are designed for support staff
Computer users can use some support tools
to address their own support needs
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Support Staff Tools
The correct technology can help support staff
work more efficiently
Tools are the equipment, processes, or
software that are necessary to perform a task
or that assist someone in practicing a
profession
Support staff use tools to organize,
troubleshoot, and deliver services
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Support Staff Tools
Logging tools track all questions that the support
group receives
Organizing tools help support staff manage their
daily work
Troubleshooting tools help equalize the skills of
the support staff by providing reference materials
the staff can use to quickly and easily find
information about a particular problem or topic
Other tools are designed to deliver a particular
service
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Management Tools
Management-oriented tools enable managers to
review all work for the support group and to
supervise their resources
Most important tools support managers use is
reporting software
Managers also regularly run monitoring reports to
show how support staff performance improves over
time
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Chapter Summary
Automation tools can be used to address resource
and service challenges
Support groups have common goals, which are
defined by processes and procedures
Support staff, managers, and computer users employ
different types of tools
A small support group may start out with very
simple support tools
Automation does not guarantee a support group will
meet its goals
Technology continues to change rapidly
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Objectives
Here you will learn:
Basic help desk concepts
Internal support processes
External support processes
What core activities support staff complete in
different environments
Special challenges unique to some support
organisations
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Support Environments
and Processes
Support staff complete different tasks as they follow
procedures, based upon the company’s business and the
tasks its customers are trying to complete
Most business tasks are completed using technology that
has grown very complex
The support environment is the collection of customers
that a support group assists, the tasks customers need or
want to complete, the technologies those customers and
staff use to complete tasks and the experience and skill of
the support staff
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Basic Help Desk Concepts
A multilevel support model defines the role a
support person plays in different support processes
and the amount of interaction they have with a
customer
Front-line support, or level one support, is the point
of first contact with the customer
• Level one support staff answer the telephone,
record problem details, and attempt to resolve the
problem or answer the question
A dispatcher is a front-line support person who
answers the telephone but forwards the problem to
someone else to solve
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Basic Help Desk Concepts
Dispatchers pick up overflow calls if all level one
support staff are busy or when the problem requires
someone to visit a remote location to repair hardware
Subject matter experts (SME) are usually members
of level two or three support, with a greater amount
of experience or knowledge about a particular subject
than level one support
They have more detailed knowledge about specific
products or more experience troubleshooting
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Basic Help Desk Concepts
Level three support also may include network
specialists, database administrators, or programmers
To escalate an issue is to raise the issue to the next
level of support or to notify managers
• First, the lower level support staff may already
know that a particular problem requires more
knowledge or experience to resolve
• Second, customers may think that the problem is
taking too long to solve and ask that more
resources or more experienced staff work on the
problem
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Internal and External
Support Environments
Support environments are divided into two types—
internal and external
An internal support group, or help desk, is a
department within a company that responds to
questions, problems, or requests from company
employees
In a small company, employees may be able to rely
upon a guru(Expert), a coworker who learns to use
new tools quickly and who helps other employees
unofficially
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Internal and External
Support Environments
As the internal support group delivers service, it may also:
• Answer questions about software that is purchased or
developed within the company
• Troubleshoot software problems and identify hardware
problems
• Take requests for network or administrative services
• Refer callers to other support centers or corporate resources
• Distribute information to employees about system
availability
• Identify employees who need more attention or training in
specific areas
• Install or upgrade new versions of software or hardware
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Internal and External
Support Environments
The use of a guru is practical only as long as that can
still complete his or her own work
Frequently, companies set up a help desk as a
necessary evil at first, because computer users need a
centralized point of contact
An external support group addresses questions,
problems, or requests from customers who buy their
company’s products and services
External support groups may be called “customer
support”, to differentiate them from internal support
groups
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Internal and External
Support Environments
Large companies that sell products usually have both
internal and external support groups
There are two good reasons that a company will set
up an external support group
• First, if most of a company’s competitors provide
customer support, then it also must provide some
level of support to remain competitive
• Second, a company may find it profitable to sell
maintenance or repair services for its products
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Internal and External
Support Environments
External support groups often:
Troubleshoot computer hardware or software problems with
other electronic equipment
Explain installation or instruction manuals that are difficult to
understand
Decide when broken equipment needs to be returned for repair
or replacement
Start or stop services from utility providers, such as water or
power companies
Provide additional information about a product or service
As the support group provides good service, customers renew
their annual maintenance contracts, providing a source of
revenue for the company and funding for the support group
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Call Logging
Call logging is the process of creating records that
capture details about problems, requests, and
questions as they are reported to the support group
A problem is an event that prevents someone from
completing a task
Some problems take longer to solve than others,
requiring support staff to collect additional
information
A request is a customer order for new hardware,
software, or services, or for an enhancement to a
product or service a customer already uses
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Call Logging
Customers make inquiries about small tasks or
subjects they don’t under-stand, which are logged by
support staff as questions
Questions usually begin with standard phrases, such
as:
• How do I…? - Where is the…?
• When will…? - Who do I call if I need…?
Some questions take only a few minutes to answer
However, questions can become either problems or
requests, depending upon the answer
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Problem Management
Problem management is the process of tracking and
resolving problems that are reported to a support group
The problem management process defines procedures to
ensure that staff members collect problem details, work
on outstanding problems regularly, assign additional
support staff when needed, and provide status updates
to the customer
Finding the cause of a problem, removing or preventing
the cause, and correcting the disruption that the problem
caused is part of problem resolution
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