Tired of spending time on hold? Blame poor call center documentation

call center holding

Next time you’re on hold, enduring the terrible music call centers use to punish the poor souls waiting for help, take some comfort from the fact that the call center is suffering, too.

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6 Steps to Avoiding Customer Service Nightmares

torches pitchforks_100Over the past year I have had run-ins with customer service at various companies. I have experienced both the positive and the negative. In dealing with an insurance company after a tree fell on my home I endured the nightmare that happens when a company doesn’t have a decent process in place. On the other hand, I work daily with a SaaS based software company that has a five-star customer support process. The differences between the two are like night and day. They quickly illustrate an issue we help solve here at Information Mapping: developing efficient, effective customer service policies, procedures and processes.

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Improving airline safety with better technical documentation

jettransportWhen you buy a new car it comes with a sleek little owner’s manual that fits into your glove box. With a new jet airliner, things aren’t that simple.  Every jetliner comes with a massive library of documentation covering every aspect of inspection, maintenance and repair of the plane’s systems. And “every aspect” is no exaggeration.

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Streamlining Democracy: Mapping solutions for government policies and procedures

voting

As we celebrate President’s Day in the US this week I cannot help but think about how lucky we are to have the right to vote for our President here in the US. It is a right that many envy, worldwide. Every US President we have elected has been chosen by the people. People who come out, stand in line, and cast their vote.

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Prepared for the Worst: Energy Emergency Documentation Can Save the Day

energy emergencyWatching the confusion caused by the Super Bowl power outage reminded me that we all need to be prepared to deal with unexpected interruptions to our electrical service. I was reminded of this again this weekend, when my lights went out as a blizzard blanketed New England with over two feet of snow.

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Operating Efficiency: It’s Money In Your Pocket

moneyinpocket

Have you ever been surprised and delighted to find a long-forgotten twenty dollar bill in the pocket of an old coat? The good feeling was way out of proportion to the amount of money you found, wasn’t it? Serendipity is a wonderful thing. But twenty bucks is small change compared to the unexpected dividends that can result from improving your organization’s operating efficiency. Have you experienced that kind of serendipity?

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3 Reasons Why You Absolutely Need to Improve Operating Efficiency in 2013

2013magnifyingglass

2013 will be here soon, and one way or another it’s going to be a memorable year. It probably won’t be an easy one. Organizations in most sectors face many uncertainties as they plan for the coming year. Here are three compelling reasons why you should be thinking now about ways to improve operating efficiency.

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Is “increasing operating efficiency” just about cutting costs?

offwithheads

Remember when quality improvement and the quest for operational excellence were on everyone’s minds? Things have changed. Nowadays when managers talk about increasing operating efficiency it’s usually just code for “cutting costs.” All too often they accomplish this by eliminating jobs, curtailing customer service and raising the prices of goods and services, often with accompanying reductions in quality.

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