Re: tracking user queries and solutions

Subject: Re: tracking user queries and solutions
From: "Manisha" <manisha -at- elitecore -dot- com>
To: "TECHWR-L" <techwr-l -at- lists -dot- techwr-l -dot- com>
Date: Thu, 24 Mar 2005 11:08:48 +0530

Hi Joanna,

No, my company didnot have any sort of repository but we were asking for
weekly work reports from our Customer and Network support engineers. I think
most of the companies have that procedure. I convinced upper manager to add
few more coulmns to the existing report. This was introduced on trial basis.
I analyzed the reports and prepared a sample repository which was send to
Engineers for feedback. And I was successful.

I think if one is able to convince upper management that the process will
help reduce overheads and Sr. Engineers will be relieved from the small but
routine task then establishing a new process is not a difficult task.

Similarly Customer and Network support engineers were convinced with the
argument that part of their responsibility is reduced as the solutions
provided in repository will be approved by Head Office and will be cent
percent correct and can blindly be followed.

We had rounds of meeting and finally we achieved but let me tell you it is
an huge task with tons of responsibility.



Accelerate the document lifecycle with full online discussions and unique feedback-management capabilities. Unlimited, efficient reviews for Word
and FrameMaker authors. Live, online demo:

You are currently subscribed to techwr-l as:
archiver -at- techwr-l -dot- com
To unsubscribe send a blank email to leave-techwr-l-obscured -at- lists -dot- techwr-l -dot- com
Send administrative questions to lisa -at- techwr-l -dot- com -dot- Visit for more resources and info.

tracking user queries and solutions: From: Miller, Joanna

Previous by Author: Re: Are you innovative?
Next by Author: testing interviewees
Previous by Thread: RE: tracking user queries and solutions
Next by Thread: Windows Font Problem

What this post helpful? Share it with friends and colleagues:

Sponsored Ads