Improving Client Satisfaction: A Documentation Proposal for Livenet

This report outlines a proposed documentation strategy for Livenet Services, aimed at improving client satisfaction and addressing current operational inefficiencies. The proposal emphasizes the need for detailed technical documentation for onsite engineers, clear ethical guidelines, and customer-centric documents. It identifies issues such as inconsistent pricing, undocumented procedures, and unstructured data management. The documentation will be used by managers, onsite technicians, and third-party vendors to facilitate better troubleshooting and service delivery. The proposed strategy includes defining rules and guidelines to ensure consistent service quality, eliminating unethical practices like copying technical materials, and establishing standard company policies for pricing. The documentation will be accessible on the company website and a shared network file, with a development time of approximately two weeks. Key information to be documented includes client issues, troubleshooting steps, security measures, ethical guidelines, and client affordability to improve service offerings. Desklib offers a wide range of study resources, including past papers and solved assignments, to support students in their academic endeavors.

3.0 PROPOSED SOLUTION
TYPES OF DOCUMENTS NEEDED TO BE PRODUCED
The proposal that has to be submitted should have a detailed outline of the
tasks to be performed by the customer service technicians and how client
satisfaction can be improved for the organization. The supporting documentation of
the organizational rules and policies have to be maintained by Livenet services so
that the employees and the client technicians can always refer them in the future for
their own references. The supporting documents are extremely important for the
customers since they will help in further improving the quality of service provided by
the employees for its clients. The business clients should be extremely happy and
satisfied with the kind of service offered by the Livenet, which can also ensure repeat
business from them in the future. In order to attain it there must be a proper
technical documentation for the onsite engineers as well as the business ethics to be
followed by Livenet with all its clients. Technical documents stating the details of the
technical requirements as well as customer centric documents aimed to imprve
customer satisfaction needs to be produced. Ethical documents should also be
produced that should clearly state the ethical guidelines to be followed.
INFORMATION BEING DOCUMENTED
The services offered by the company is in a vague fashion and it is presently
causing many confusions for the clients. For instance different onsite engineers
quote different prices for the same service to the clients and they perform the task
as well as document in them in their own unique way which causes a lot of problems
in the future for future visits by any other technicians or even for the internal
employees of the organizations for their own references. The Key policies,
procedures as well as the processes used within and outside the organization even at
the clients place remain undocumented and everything else such as irregular
troubleshooting by onsite technicians, improper and uncoordinated internal working
of the employees is documented in an unstructured manner in the present system.
This has to be address by the organization on a priority basis.
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WHO WILL BE USING THE DOCUMENTATION?
The managers of the organization will use these documentations in order to
understand the past troubleshooting done at the clients end in order to facilitate the
upcoming on site technician visits for the same or any other troubleshooting. The
onsite technicians also make use of the documentations provided by the earlier
onsite technician to understand the situation in the clients place in order to provide
the best possible solution (Manteuffel et al. 2014). Often vendors and third party
service provider also use these documentations for their own reference in order to
come up with some kind of solution to an earlier problem or unresolved query from
the customers end as reported by the earlier onsite technician.
PROPOSED WAY OF USING THE DOCUMENTATION
In the present system within the organization, employees are doing task as
well as documenting them in their own unique way and it has little or no relation to
what tasks other are doing or how the task performed by an onsite technician can be
related to a future visit by another technician. Also the communications form the
managers end do not reach the employees and the technicians in the expected way
and tie which is causing a lot of issues in the working principle within the
organization.
Therefore the proposed strategy of a proper documentation will be used to
eliminate these existing issues so that it facilitates the managers as well as the onsite
engineers to provide better support to all the business clients and the clients are
happy and satisfied with the quality of service provided by Livenet. The
documentation will enlist the proper rules and guidelines are defined within the
system to ensure improved client satisfaction after any particular service offered by
the organization irrespective of who the onsite technician is. It will also ensure that
onsite technician do not make use of shortcut ways like copying and pasting
technical materials form technical sites into their documentation notes just in order
to save time. This causes a lot of ambiguity and is not ethically correct for the onsite
technicians as well. Therefore, the new documentation will ensure these issues are
eliminated and a proper guideline is defined to perform any troubleshooting.
EFFECT OF DOCUMENATION ON IMPROVEMENT OF CURRENT SITUATION
The different onsite engineers are quoting different prices presently to the clients
since they are themselves not much aware about the prices they should quote for
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any particular service. This problem will also be eliminated once there is a standard
company policy available after a proper documentation of the all the guidelines
which all the onsite technicians can follow. This will reduce the gaps in
communication as well as difference in opinions among the different technicians as
well as the employees of the organizations (Roth et al. 2013). As a result, the clients
will also be satisfied with the quality of service received by them from the
organization.
LENGTH OF EACH DOCUMENT AND ESTIMATED TIME TO DEVELOP THEM
It is the responsibility of the manager to ensure that the problems are
addressed effectively and on an immediate basis based on the urgency of the client.
Depending on the severity of the problem, each of them may take around two to
three days of time and their length may vary from two to three pages depending
upon the quantity of information needed in order to address them effectively within
the organization. A total time period of 2 weeks will be needed in order to set the
benchmarks and the guidelines for addressing the issues.
INFORMATION FOR DOCUMENTATION AND WAY OF ACCESSING THEM
All the documented steps of addressing the issues as well as troubleshooting
will be defined in a simple way and will be available on the company website. The
onsite technicians can also access them on a network accessible shared file. The
information that need to be collected in order to address the problems effectively
are:
- Information related to the exact issues faced by the clients.
- Information related to the exact troubleshooting done by the onsite
technicians.
- Information about the security measures that can be used in the
organization.
- Information related to the ethical guidelines set by the government that
should be followed by the organization and if they are being met.
- Information regarding the affordability of the clients to come up with better
plans and offers for them.
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REFERENCES:
Manteuffel, C., Tofan, D., Koziolek, H., Goldschmidt, T. and Avgeriou, P., 2014, April.
Industrial implementation of a documentation framework for architectural decisions.
In Software Architecture (WICSA), 2014 IEEE/IFIP Conference on (pp. 225-234). IEEE.
Roth, S., Hauder, M., Farwick, M., Breu, R. and Matthes, F., 2013. Enterprise
Architecture Documentation: Current Practices and Future
Directions. Wirtschaftsinformatik, 58.
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