|
Action Planning Template
|
||||
|
Goal: Will
implementing a central call center improve productivity and effectiveness of
the department and create better customer satisfaction for teachers and other
district personnel?
|
||||
|
Action Steps(s):
|
Person(s) Responsible:
|
Timeline: Start/End
|
Needed Resources
|
Evaluation
|
|
|
|
|
|
|
|
1. Discuss Action
Research topic with site Supervisor
|
Researcher and Site
Supervisor
|
10/2012
|
Intern Plan
|
Formulated
topic/question
|
|
|
|
|
|
|
|
2. Gather and document
current helpdesk workflow
|
Researcher and
Helpdesk Coordinator
|
10/2012
|
Access to helpdesk
reports, Meeting time, MS Office
|
Review workflow from notes
and existing configuration
|
|
|
|
|
|
|
|
3. Review and document
current system’s success and failures
|
Researcher, Helpdesk
Coordinator, CTS Supervisor, and
Director of Technology
|
10/2012
|
MS Office, Meeting
time, survey monkey
|
Review documentation,
have Director review
|
|
|
|
|
|
|
|
4. Research existing
closure metrics from current system and sample test group CLTs
|
Researcher
|
11/2012
|
Access to helpdesk
reports, survey monkey
|
Summarize findings
|
|
|
|
|
|
|
|
5. Identify and
document areas of accountability and productivity
|
Researcher
|
11/2012
|
Internet, Helpdesk
system, Access to Supervisors and Directors
|
Summarize findings
from existing configuration
|
|
|
|
|
|
|
|
6. Survey CLT’s for
Customer Satisfaction on current helpdesk system
|
Researcher
|
11/2012
|
Survey monkey
|
Review and summarize
findings
|
|
|
|
|
|
|
|
7. Implement new Call
Center configuration
|
Researcher, CTS
Supervisor, Director of Technology, Phone Specialist
|
10/2012-/11/2012
|
Euphoria, Accent, MS
Office
|
|
|
|
|
|
|
|
|
8. Re-Survey CLT’s for
Customer Satisfaction on new helpdesk system
|
Researcher
|
2/2013
|
Survey monkey
|
Review and summarize
findings. Compare to first survey
|
|
|
|
|
|
|
|
9. Reports on closure
metrics
|
Researcher
|
2/2013
|
Helpdesk Software
|
Summarize findings
with charts and graphs
|
|
|
|
|
|
|
|
10. Write report
|
Researcher
|
6/2013
|
MS Office
|
Breathe
|
|
|
|
|
|
|
|
|
|
|
|
|
Monday, October 29, 2012
Week 3 Action Planning Template
Subscribe to:
Post Comments (Atom)
This comment has been removed by the author.
ReplyDeleteThis thing seems knit pretty tightly together, Edwin. I find it fascinating to hear from someone on your side of the tech wall. We have begun to develop an almost adversarial relationship in my district between teachers and IT staff due to the same problem that interrupts most relationships, a total lack of communication, trust, and belief that one has the other's best interests in mind. Case in point, our IT department took the Internet access down district-wide to install a new web filtering package. Since then, the number of silly things that I cannot do from my line on campus is ridiculous. It is frustrating and insane. But then, I have to step back and wonder what it must be like to know that a lab full of kids is experiencing intermittent connectivity that is making the whole lesson go down the tubes while a group of faculty on another campus is bogging down all other traffic by streaming crappy videos while updating Facebook during their conference period. I may be way off-topic at this point, so I'll try to bring it back. It appears to me that you're concerned with IT's response to teachers' need for help, and you're looking to study the department's response to that need. I can think of no better olive branch for you to extend over the aforementioned wall in an effort to make sure that everyone knows how much you, JUST like they, are in it for the kids. Best of luck. And thanks for giving me a little space to rant. Have a good week.
ReplyDeleteWell said, Farley! I experience the same issues in my district. Edwin, I think your research plan looks really solid and the call center sounds like a good solution. Anytime we step back and look at the processes and how they can be improved is always a step toward the right direction. Step 10 is my favorite! I look forward to your following your results!
ReplyDelete