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Problem solving is the process of achieving a goal by overcoming obstacles, a frequent part of most activities. Problems in need of solutions range from simple personal tasks (e.g. how to turn on an appliance) to complex issues in business and technical fields.
The XY problem obscures the real issues and may even introduce secondary problems that lead to miscommunication, resource mismanagement, and sub-par solutions. The solution for the support personnel is to ask probing questions as to why the information is needed in order to identify the root problem Y and redirect the end user away from an ...
A value shop is an organization designed to solve customer or client problems, rather than creating value by producing output from an input of raw materials. The principles of value shops were first conceptualized by Thompson in 1967, and properly defined by Charles B. Stabell and Øystein D. Fjeldstad of the Norwegian School of Management in 1998, who also created the name.
Technical support, commonly shortened as tech support, is a customer service provided to customers to resolve issues, commonly with consumer electronics. This is commonly provided via call centers , online chat and email . [ 1 ]
The gamification of customer service environments includes providing elements found in games like rewards and bonus points to customer service representatives as a method of feedback for a job well done. [46] Gamification tools can motivate agents by tapping into their desire for rewards, recognition, achievements, and competition. [47]
Also identify why the problem was not noticed at the time it occurred. All causes shall be verified or proved. One can use five whys or Ishikawa diagrams to map causes against the effect or problem identified. D5: Verify Permanent Corrections (PCs) for Problem that will resolve the problem for the customer: Using pre-production programs ...
The GROW model (or process) is a simple method for goal setting and problem solving. It was developed in the United Kingdom and has been used extensively in corporate coaching from the late 1980s and 1990s.
Identify the "as-is" cause(s) of the problem, as it is the causes that must be solved, not the problem directly; Define the business "wants" that must be delivered to meet the goal measure(s) Specify a product design how to satisfy the real business requirements; However Goldsmith notes that identifying the real problem "is exceedingly ...