1. One Call Solves Them All
Confidential
Brandon
PhD / Gardening
Stanford
Sherwin
PhD / Sleeping
Greg
PhD / Skydiving
One Call Solves Them All
Xerox
Confidential

2. Goals and Objectives OBJECTIVE 1 OBJECTIVE 2 OBJECTIVE 3
Provide a structure and process which will enable the CTO to achieve the efficiency level required to meet the ICS project requirements.
OBJECTIVE 2
Develop environments and processes which provide ICS Representatives the requisite practices, understanding, and skills to handle customer calls.
OBJECTIVE 3
Achieve “buy-in” from both the CTO staff and ICS Representatives.

3. What Research Says About The Learning (Working) Environment
The learning environment serves as the context within which the learner has opportunities to participate in specific social practices of inquiry and sense-making
The learning environment provides support for development of positive epistemic identities

4. What Research Says About Experts System (CasePoint)
The learning environment should encourage “Routines of activity for effective transmission of knowledge.”

5. What Research Says About Training Programs
The environment should provide users with “Individualization with technologies.”
Classrooms should be “interactive environments for construction of understanding”.
“Cognitive models…[make] tacit knowledge explicit and thus knowable.”
The curriculum should also provide “explicit attention to generality”.
Curricula must provide opportunities to learn practices of formulating and solving realistic problems.

6. What Research Says About Assessment/Appraisal System
Users must be given clear goals, feedback, and reinforcement.
Assessments and appraisal must focus on the learner’s participation in inquiry and social practices
Crediting varieties of excellence

7. Design Solution OBJECTIVE 1 SOLUTION(S)
Provide a structure and process which will enable the CTO to achieve the efficiency level required to meet the ICS project requirements.
SOLUTION(S)
X-functional work teams [S1]
Needs definition
Curriculum design
Curriculum development
Delivery
Coordination and evaluation mechanism [S2, S5]

8. Design Solution OBJECTIVE 2 SOLUTION(S)
Developing environments and processes which provide ICS Representatives the requisite practices, understanding, and skills to handle customer calls.
SOLUTION(S)
Working environment
POD Workzones
Coaches
Institutionalized Meetings
POD Transfers

9. New Office Environment
Low cubicle walls to facilitate communication
ICS Reps
Table for informal meetings to exchange ideas or share information

10. Design Solution SOLUTION(S) - Continued Supporting Technologies
CasePoint Redesign [B1, C2]
IM [S1]
Formal Training Programs
Case examples [C4, S3]
Journey through a copier simulation [C2,C3]
Assessment – Appraisal and Rewards
POD Challenge Competition [B3, C4, S2]

11. Troubleshooting Navigator
Casepoint v
WorkCentre
C2424
Phaser
6110MFP
8160 Wide
Format
Case id: 4NEZ82AK93H
Account Information
Solution Procedure
1. Hi! I’m George. Click me to see how to open the case.
Name:
Greg Warman
Organization:
Stanford University
School of Education
Address:
485 Lasuen Mall
Stanford, CA
Telephone:
Service History:
Last call: 1 hour 20 mins ago
MFP RTM
Onsite service
Open case
Close case
Wait until noise stops
Repeat 3 times
Test printer
Key Indicators
Faded copy
Evenly distributed
Toner recently replaced
Suggested Orders
Maintenance:
Replacement toner cartridge Part TC328 $89.95 Last purchased
Duplex unit Part DU701 $ Paper savings
Troubleshooting Navigator
Voice of Experience
“It’s like a Ferrari!
Open and close
that side panel
and hear the engine
ROAR!”
Carlos
Like dying
ostrich
Odd noise
Upgrades:
Machine upgrade WorkCentre™ 7665 $18,999 2x faster, fax, 2x paper capacity
Rate
Beeping
C2404
Faded
copy
Evenly
faded
Nuclear
Explosion
Toner recently
Replaced?
Poison gas
cloud
Submit

12. General Copier Model Select Component: Drum Select Problem
Drum Opening Too Large
Run

13. Paper
Damaged Drum
Paper Distorted
Normal Fuser
Paper cause toner to discharge more ink than it should
black patches
Possible Problems:
Printout black patches
Paper Jam

14. Design Solution OBJECTIVE 3 SOLUTION(S)
Establish buy-in from both the CTO and Telephone representatives.
SOLUTION(S)

15. Design Solution SOLUTION(S) - Continued Understand Enlist Envisage
“Town Hall” Meeting [B3]
Enlist
Build core CTO design team [S1]
Envisage
Hold an off-site retreat [S1, S2]

16. Design Solution SOLUTION(S) - Continued Motivate & Communicate
View from the Bridge [B3]
ICS – The Game [C1,C2, C3, S3]
Act & Consolidate
Aforementioned solutions

17. Assessment Needs of the company were addressed:
The number of resolutions and calls fielded per team.
The number of cases requiring more than one call.
The change in total calls and onsite service resolutions over time.
The frequency of CasePoint use.
Needs of the employees are met focusing on the following:
Their satisfaction with CasePoint.
Their perception of the effectiveness of the team structure.
Their confidence in their ability to handle customer calls
We will also run quarterly surveys to assess customer satisfaction with ICS.