Field Service Technician, Pete, arrives at store, ready to start his day. His customer is excited to begin!
Pete realizes that he doesn't have equipment to perform installation. He has to inform the customer, the installation will be delayed, and the customer is unhappy. What went wrong?
We can go all the way back to the beginning: A successful site survey was completed
Site survey is reviewed by the Project management team.
Edith is new. She was trained in keying the order--but doesn't have written procedures, and is trying to do the entry from memory. She mistakenly keys in products for a store upgrade, rather than for a new store.
@#$%@#$@ @$@!@$ !@$@!$@
The order goes to the warehouse, and Paul and Pam pull the items noted in the order--and ship it to the customer. Their job is done.
The field service representative, Pete, arrives at customer site ready to begin installation
Pete realizes that he doesn't have the right equipment on site--and becomes very frustrated.
Pete has to inform the customer, who is devastated.
We've missed the store's Grand opening and the customer is really upset
This entire situation could have been avoided, had the company only implemented Process mapping so that all employees could have a place to reference <Close up of Nintex Process Map>
So, what is process mapping?What are the benefits of process mapping?
Now rather than entering the information from memory, Edith is able to reference the process map, and proper documentation to enter the appropriate order for a new store installation.
The order goes to the warehouse, and Paul and Pam pull the items noted in the order--and ship it to the customer. Their job is done.
FSR, Pete arrives at customer site ready to begin installation
After a successful installation, the customer exclaims:"Wow! This is great--this is why we CHOSE Checkpoint as our supplier! We want to use Checkpoint to install at more stores!"
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