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متابعة

Technical Support Engineers are responsible for managing the workflow to resolution, what are the steps they follow in resolving a case?

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تم إضافة السؤال من قبل Yasmeen Husam , Web Developer , Al Fahid Systems
تاريخ النشر: 2018/11/01
Farrag  Fisal
من قبل Farrag Fisal , Electrical Engineer , Sayed Hamid Behbehani & Sons ( SHBC)

First determine the problem, Then think of suitable solutions

Finally coordinate with related works to perform the selected solution.

Kader M Alcodray
من قبل Kader M Alcodray , Business Consultant , Michigan Fuels Inc

I'm afraid this is not something I'm familiar with; but I found this.  I hope it helps

 

Sary Bugis
من قبل Sary Bugis , Cost Control Engineer , Saudi Bin Ladin Group

1st step: Define the problem

2nd step: Analyze it. Try to fine the root of the problem by using many different tools (fishbone diagram, cause-and-effict, whys, and so on). Also, collect the data as much as you can from employees to figure out the main reason of the problem

3rd step: Solve the problem for short-term and long-term. try to come up with many different solutions. 

4th step: Study the solutions before implemented. if you could use simulation software, it would be easy to figure out if there is problem or not. 

5th step: Lets say that you have more than one solutions. In my opinion, sort them by long-term to short-term solutions. Then, see which one it would be easy to implement with low cost. 

Final step: implement what you find it is good for the company and control it

Ahmed Aqeel Ahmed  Ageeli
من قبل Ahmed Aqeel Ahmed Ageeli , Project Engineer , Aramco

 I think they have to apply Deming Cycle PDCA (plan–do–check–adjust).

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من قبل مستخدم محذوف‎

Thanks

 

First, it must be recognized that there is a problem

 

Second: Disturbing the right atmosphere and the right time to discuss the Case

Third: to develop alternative solutions, which the Team feels of interest in him and regret the shortcomings

 

Fourth: not to identify who caused the problem

 

Fifth: Forget the problem completely and think about the solution

 

Greetings

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