2. Today you'll learn about: n The benefits of defined processes and procedures. n The differences between Processes, Policies & Procedures n A 3-Step Methodology for defining core business process. Process Engineering

3. n Pulled in a multitude of directions with vast responsibilities n Operate day-to-day in “chaos” and under tremendous pressure n Struggle with endless battles for funding and resources n Face the challenges associated with employee turnover About Process Real Life Help Desk Managers

4. n Process workflows are completely undefined or at best, inconsistent n Policy statements don’t exist and therefore Representatives make them up as they go along n Step-by-Step procedures are communicated through word of mouth resulting in inconsistencies or in some cases, complete omission Real Life Help Desk Managers

5. n Satisfy senior management? n Manage day-to-day operations? n Train new employees faster? n Reduce operating costs? n Satisfy customers? n Deliver consistent service? n Deploy technology solutions more successfully? What Would Make it Easier to…

6. Clearly defined and documented process workflows, policies and procedures that focus on the core business process of handling customer service requests. The Answer is…

7. “The majority of American managers are busy focusing on managing people rather than on managing process. If these same managers would first and foremost, define and communicate their primary business processes, they would then be more successful at managing their people, holding them accountable to their defined business processes.” - Michael Gerber The E-Myth Manager People vs. Process

8. There are distinct differences between processes, policies, and procedures. Process, Policies & Procedures

9. A process is something you can diagram. It shows graphically how something is achieved. Process- Defined

10. Process Workflow Process- An Example

11. n You can easily identify and correct inconsistencies and inefficiencies in your process which will result in an enhanced customer experience and reduced operating costs. n You can easily identify what policies and procedures should be defined and documented resulting in consistent service delivery. n You can easily see opportunities to measure your process making it easier to refine and improve operations resulting in a decrease in operating costs. Process- The Benefits

12. n A policy for any given task is your general statement describing when,who and how the task should be consistently performed in your organization. n A procedure is the step-by-step instructions for implementing the task that is related to a policy. Policies & Procedures: Defined

13. Standard Operating Procedures (SOPs) n Policy Statements and Step-by- Step Procedures can be combined to create your Help Desk’s Standard Operating Procedures (SOPs). Policies & Procedures: SOPs

14. n SOPs define how you deliver service to your customers n They consist of Policy Statements and Step-by-Step Procedures n They should NOT be mistaken for a knowledge base which consists of answers or solutions to customer calls SOPs: Defined

15. Logging In and Out of the ACD System Answering Incoming Customer Calls Checking Knowledge Sources for Resolutions Leaving Messages for Customers Handling Disgruntled Customers Routing Customer Tickets Escalating Customer Issues Concluding Customer Calls Editing Customer Tickets SOPs: Examples

16. n Easy for you to identify “behavioral” issues among staff members before they become problematic which results in increased customer satisfaction and reduced, long- term operating costs. n Easy for you to document SOPs which can be provided to new hires resulting in decreased training and ramp-up time. n Easy for you to refine existing processes and procedures which means decreased operating costs and increased levels of efficiency. SOPs: The Benefits

17. 1.Define and Document the Process Workflows 2.Identify the need for associated SOPs 3.Identify the areas within the process that can be measured 3-Step RightProcess Methodology

18. 1. Define the Process 3-Step RightProcess Methodology

19. 2. Identify the SOPs 3-Step RightProcess Methodology

20. 3. Identify the Areas to Measure Performance 3-Step RightProcess Methodology

21. Once your SOPs are clearly defined and documented it’s time for the Help Desk Representatives to consistently execute them. But What About the People….

22. But people don’t always do what they are supposed to do… and the more Representatives the greater the challenge. The Problem with People…

23. The extent to which an employee will change their behavior is tied directly to their measurable accountability. The Answer… Compliance Accountability

24. Related to SOPs, there are four recommended points of measurable accountability. The Answer… Sign Off & Acknowledge Exams & Testing Contributions + Audits & Monitoring __________________ Compliance SECA

25. Process & Mother Nature

26. The End Thank you for your time and consideration! Are there any questions?