English | MP4 | AVC 1280×720 | AAC 48KHz 2ch | 1h 33m | 211 MB
When problem management is done well, it can create change in a company that improves customer experience, the bottom line, and the products created. In this course, learn what problem management is, how it is performed, how to measure its success, and how to support it in your business. Learn about some of the common terms and roles involved in problem management. Discover best practices for solving problems and how to prioritize projects so that customer experience is the first thing to improve. Explore the tools and techniques that can help you to track, prioritize, identify the root cause of problems, and resolve technical issues with permanent solutions so you can approach the next trouble spot with confidence, instead of panic.
Table of Contents
Introduction
1 The art of asking the right questions
2 What you should know
What Is Problem Management
3 Introduction to problem management
4 Roles and responsibilities
5 Key metrics and success factors
6 Related processes and functions
Phase I Problem Identification
7 Tracking and trending
Phase II Problem Control
8 Selecting high-value targets
9 Cause analysis
10 Workarounds and known errors
Phase III Error Control
11 Managing known errors
12 Identifying permanent solutions
Techniques
13 Clarify and verify
14 Problem statements
15 Data gathering
16 Identifying and testing possible causes
17 Decision-making
18 Risk management
19 Action items and tasks
Tools and Frameworks
20 Problem clarification tools
21 Prioritization tools
22 Possible cause identification
23 Cause mapping and avoidance tools
24 Investigation frameworks
Conclusion
25 Next steps
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