When things go wrong, people feel under pressure – especially at work. Users can misreport or over report issues. They may not know the difference between an air conditioning unit or a air curtain, what has gone wrong or the severity of the issue – but they need it fixed!. This can cause multiple phone calls, emails and site visits to diagnose an issue. One Issue provides a guided, pre-populated mobile solution that eases the pressure and helps the user provide an accurate work request for the maintenance team.
One Issue improves visibility of issues across your business.
Resolving issues across a growing business can be both time consuming and costly. Each wasted visit, each extra phone call or email to better understand the issue, each misreported issue can cost hundreds if not thousands of pounds to your business.
One Issue provides a simple, accurate, accountable and secure platform for issues that help improve internal and external customer satisfaction. Raising and resolving issues. front of house and back office, across departments, becomes easier and more transparent.
One Issue is a simple to configure and install solution that provides real-time reports of all issues across all departments including time taken and costs incurred. Available now without the need for large capital investment and with a low monthly fee per user.
If you cannot achieve anything you had planned because of responding to the phone and email – day after day – you may need help getting on top of your issues. These issues may be from customers, suppliers or from your own operations or facilities – the process for getting on top of your issues can be the same.
This guide introduces six steps which provide a path to getting on top of your issues.
To those in the issue management field, an issue is very simply a work based problem that can re-occur or repeat. A few straightforward examples might be:
In Customer Services – an customer with a service complaint
In Facilities – a sticking access door
In Manufacturing – a broken tool line side
In Logistics – a misplaced load
In IT – a user report of an overheating laptop
These 5 examples all have common attributes although their subject matter is different – they each consist of:
- A raiser reporting or raising an issue with their work environment
- Someone else is responsible for or has a duty of care in resolving the issue
- Some detail, description and context of the issue is provided by the raiser.
So imagine you are driving at 50 miles an hour and you start to text and a child runs out in front of the car.
Are you going to be prepared to stop or avoid the child?
You are driving on a motorway, you check twitter and the car in front of you veers into the arm-cove?
What can you do? How fast can you react?
Is there a better way?
You have a help desk and all the skills in your team to fix any issue but..
- Phone calls provide insufficient information
- Emails are vague
- The reports aren’t timely
- Follow up calls required to understand the issue
- Site visit needed to find out the real issue
- Vital information missing
When you see something so simple that absolutely nails a problem on the head there is a tendency to believe that getting there was easy. Someone saw the light and came up with an elegant solution an obvious problem.
In a time when all things are being automated, it is easy to forget just how good your people are at their jobs and observing what is around them.
Sometimes things need to change.
You have spent a few weeks checking that things need to change, you have gained evidence that things need to change, you get confirmation that things need to change, then nothing happens.
What is holding back the change?