3. Techlink
Provides real time Ops. support
Addresses field technical problems
and issues through Helpdesk
Publishes new technical contents
Channels field feedback to EMSR
Assists EMSR with processes and
doc’s
Shares success case histories with
sales and marketing group
9. Field to EMSR
Incident
Report
Field has problems with
new or repaired tool
Drawing
Changes
Process
Changes
Testing
Changes
• Confirms receipt
• Handles immediate request
• Transfers ticket to EMSR
• Investigate Root Cause
• Create Action Plan
• Complete Incident Report
• Capture Investigation
• Capture Action plan
• Monitor Completion
• Places event in Mfg. metric
Metrics
• Number of field reported problems
• On time response to field reported problems
• Satisfaction with response
• Identification of most problematic toolsHelpdesk
Ticket
Velocity
Helpdesk
Mfg.
Experts
Engineering
Experts
Field
Satisfaction
Captured
via Helpdesk
Engi-
neering.
Center
10. HelpDesk Real Time Support
Field operator has a problem or issue:
•Review training material
•Search Techlink knowledge base
•Call local Project ManagerStep 1:
HelpDesk:
•Submit HelpDesk ticket online and assign priority
•Call HelpDesk direct : (587) 390 - 4226
Step 2:
Step 3:
HelpDesk & EMSR Experts:
•HelpDesk Engineer provides input/suggestion for
problem
•Or task is reassigned to appropriate EMSR expert
11. Classification of Submissions
Discussion
Forum
Response after all resources
have been exhausted.
Case History
& Lessons
Learned
Best
Practice
A story from a
particular incident.
Tech Alert
HelpDesk
Ticket
Free discussion open to all
Techlink users.
Technical
Information
Release
Approved procedures
that may not follow
under the typical
operating procedures.
Release of technical
information to specific
user groups.
Targeted urgent
or immediate
action.
