Lockout Procedure Infographic.pdfLockout Procedure Job Aid
This job aid was created to compliment the Lockout Procedure eLearning course. Employees will use this quick reference guide to ensure proper procedures.
Mill Information Asset.pdfMill Call In Protocol
This job aid was created to streamline and unify call in procedures to after hours answering service. It will reduce misdiagnosis and allow the mill to prioritize and support customers in a timely manner.
This protocol was distributed to all new customers as well as current customers to ensure successful and expedited support requests.
This is an independent solution developed to solve a communication issue and increase customer satisfaction.
Challenge: When clients would call for support overnight many calls were not being immediately passed to the proper support personal by the overnight call center due to lack of information or errors in communication. This resulted in loss of product production and revenue for the mill as well as displacing the production schedule.
Solution: Working with subject matter experts, I determined that a customized infographic targeting key details needed to properly diagnose the issue and communicate the effect it was having on production was needed. The infographic was developed to present to clients to ensure they gave the proper information to the call center to expedite their issue. Through the development process we were also able to incorporate a protocol that allows the support staff to triage issues and support customers in a timely manner.
Results: Better communication has resulted in $1,000,000+ in revenue by decreasing the amount of downtime due to unresolved issues. Customers are now clearly communicating issues and the effect it is having on their mill resulting in targeted support and faster support timelines. This communication tool has also increased customer satisfaction with product support.