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Improving Business Performance of a Technical Support Department

Improving Business Performance of a Technical Support Department. Mohammed Al-Ghamdi Saudi Petrochemical Company - SADAF. Start with an End in Mind. Overview of Technical Support Process Map What is the problem? What are the consequences of the problem?

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Improving Business Performance of a Technical Support Department

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  1. Improving Business Performance of a Technical Support Department Mohammed Al-Ghamdi Saudi Petrochemical Company - SADAF

  2. Start with an End in Mind • Overview of Technical Support Process Map • What is the problem? • What are the consequences of the problem? • What are the potential causes of the problem?

  3. Start with an End in Mind • Overview of Technical Support Process Map • What is the problem? • What are the consequences of the problem? • What are the potential causes of the problem?

  4. Overview of Technical Support Process Map Normal Operation Plant Upset Implement Operation Team Asset Affected Troubleshoot Production Team Area Engineer (Maintenance Dept) Examine Recommend Specialty Engineer (Engineering Dept) Examine Recommend Specialty Engineer (STC-J) Examine Recommend

  5. What is the problem? Normal Operation Plant Upset Implement Operation Team Asset Affected Troubleshoot Production Team Area Engineer (Maintenance Dept) Examine Recommend Specialty Engineer (Engineering Dept) Examine Recommend Specialty Engineer (STC-J) Examine Recommend

  6. Number of Technical Support Requests - 2007

  7. Average Response Time (Days)- 2007

  8. Start with an End in Mind • Overview of Technical Support Process Map • What is the problem? • What are the consequences of the problem? • What are the potential causes of the problem?

  9. What is the problem? Specialty Engineer (Engineering Dept) Examine Recommend • Nature of business transaction (Process) will result in : • Improper Planning, results in • Poor Resource Forecasting, Results in • Unbalanced Resource Allocation, Results in • “Staff Cyclic Loading”, Results in • High Variation in Output Quality and Delivery

  10. Start with an End in Mind • Overview of Technical Support Process Map • What is the problem? • What are the consequences of the problem? • What are the potential causes of the problem?

  11. What are the consequences of the problem? Specialty Engineer (Engineering Dept) Examine Recommend Reinstating Plant Normal Operation will be Delayed, Results in Production Loss, Results in… Customer Dissatisfaction

  12. Start with an End in Mind • Overview of Technical Support Process Map • What is the problem? • What are the consequences of the problem? • What are the potential causes of the problem?

  13. What are the potential causes of the problem? Specialty Engineer (Engineering Dept) Examine Recommend Business Transaction is in a REACTIVE MODE Lack of Sensitive KPIs Absence of Standard Customer Feedback Mechanism Endorsing Fire Fighting Management Style Underestimating Continuous Improvement Human Performance Vs. System Improvment

  14. Can you help?

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