IT support evolution from standard to luxury support

Context

IT service company that provides products and services on the products.

Purpose

Understand the concrete actions to promote the service support that is rated by the customers as standard to a top or first class support (luxury).

Results

The analysis of the service given us the confirmation that there were basic disconnection between the work done and the expectations of the work to be done. There were no diligent communications between the business and the service.

Classic “corridor of risk” diagram was used to explain the situation

Basic map (anonymized) for explanation of the actions to be performed

Plan divided into 2 phases to enable budget approvals, check evolution of customer feedback and engage the team into small steps.