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Project Selection Method and Flowchart for a Project

In: Business and Management

Submitted By shubhak
Words 949
Pages 4
Project Selection Method and Flowchart for a Project

OPS/TM571
October 31, 2011

Project Selection Method and Flowchart for a Project
My organization has a handful of customers, but because the product in the field is still immature, I receive a lot of support issues that need almost instant response on root cause analysis. These issues usually come through email or phone calls from the sales engineers. The steps I follow are, once the issue comes through an email or phone, I file a defect in the defect tracking system with the information at hand, and then the issue goes to engineers to reproduce and perform the root cause analysis. After that, the priority is to find the workaround for customer, provide the feedback in email and wait for customer response on the workaround, in some cases, the customer needs issue fix in the product and that request goes through the product management. I would like to streamline this process, because the email communication for the issues is very confusing and time consuming.
Project Selection Method to Evaluate the Process Improvement
List of problems: 1. Issues coming through emails do not have enough information about the issue itself, such as platform, configuration, customer setup, priority of issue, frequency of issue. 2. The sales engineers do not file any issue in the defect tracking system and email directly to engineers many a times for customer issues. 3. The emails have multiple issues under one subject matter, adding to confusion of the engineers. 4. The engineering team spends a huge amount of time to gather basic information on issue itself and it causes delay in the root cause analysis. 5. The customer service team is not in loop, so it causes discrepancy in the knowledge base of customer service or support team to support any future customers for similar issues.

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