Tag: Kepner Tregoe
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Describing a problem is half the battle
Some time ago, I came across Kidlin’s law – a problem written down is a problem halved. This tracks well with my own experience, but why is that the case? In a nutshell, in order to write something down, you must understand it well enough to write it down. I often find that, when describing…
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A further metric for support
I have previously written about key metrics for support departments – and I stand by everything I said then. I have, however, come to the conclusion that another metric should be placed under consideration. A quick recap, however, of the metrics I proposed then, as well as what they are intended to measure: Resolution rate…
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Better documented tickets are better support
Last week, I wrote about the added value that derives from writing longer answers when it comes to giving support. This week’s post is a corollary to that; writing more detailed tickets when sending them on through the tiers is also better support. I like the Kepner-Tregoe red card for these situations. It provides a…