Page 34 - DN Press Final NIQC

Kaizen

Platinum Winner Madhu K

Madhu K

The need to do on site visits and resolve issues
were on the high for the organisation where Madhu
was working and this was leading to high costs and need to
deploy more on field support engineers who needed to move
around and solve issues whenever they impacted.

The need was being felt to improve the strength and effectiveness of the
remote support team. Madhu felt the need of the hour was to do a full-
fledged GB project to understand the needs of this team and to help them
resolve their issues so that they could effectively close their cases without any
dependency on the field support team.

Accordingly she created her Project Charter and got the required sign offs from the
authorities concerned. The next step was to brainstorm and collect data so that she could
verify the various hypothesis being made.

All this was done within the required timelines and she was able to provide the right solutions
like required trainings on product and soft skills so that the Remote support team could effectively
handle queries. Apart from the training plans she set up Case Hygeine tracking methods and
Dashboards to track issues to closure. Also there were good incentive plans set up to motivate the
people in the team to perform better

The turnaround was bought about and the targets met. The same was tracked for a period of over
two months to ensure their effectiveness and sustenance. Thus Madhu was all ready to pick up her
Platinum award for a project well completed in the GB methodology. She was thankful again to
NIQC and DN Business Excellence awards for giving her this learning and providing her with this
opportunity to earn this award.

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