Operation Improvement Inc.

Management Seminars

A skills development strategy that you may wish to consider is the "One Day Module".  This approach to training is especially suited to high performance teams with demanding schedules.

¨Accurately Visualize The Current State Of Your Operation.¨

Decision Support is that business function specifically charged with the question, ´What do we know about our operation, and how do we know it?" The deliverable is Metrics and Measures. In this view, financial data is a specific instance in this broader category.

Most people have called a support, or ´Help Desk´ and they know that the better ones make a record of each customer contact in a ticketing system.

Tickets are more than automated  ´called while you were out´ systems. On top of reliable ticketing software is the ticketing ´design´. Service work by nature has many intangible qualities. A good ticketing design is what makes the efforts of a service operation visible, measurable and measurable.

An IT organization can purchase ticketing software on the basis of reliability, scalability, robustness, support and price. The ticket design, however needs to be created in coordination with the operational design for the service business, and modified when the business changes.

The heart of the ticket design is often called ´CTI´ - category, type and item classification. Tickets are classified for many reasons, including: accountability, service assignment and ticket routing, and metrics.

Knowledge can be organized, condensed, and made "user friendly" by a number of techniques. Information that CANNOT BE READILY ACCESSED when and where we need it WILL NOT HELP our decision-making!