 |
» |
|
|
 |
 |
|
|
HP's Worldwide Escalation Process is central to HP's philosophy of world-class support. This formal, documented process facilitates solution of complex problems by HP's technical resources. As a result, the customer's technical resources can remain focused on achieving business goals. The Escalation Process provides a consistent worldwide support delivery model for solving complex problems quickly and efficiently. The delivery model defines triggers for the escalation process and the roles and responsibilities of members of the escalation team. The escalation team provides technical and managerial expertise beyond the standard. The customer is an active participant on the team.
Benefits
- Rapid problem resolution
- Improved communication
- Realistic expectations
- Minimal customer downtime
- Increased customer satisfaction
- Better customer cost control
Features
- Consistent worldwide problem resolution process
- Customer Expectation Management
- Formal action planning process
- Specific roles and responsibilities for Escalation Team members
- Process review based on pre-defined triggers
- Active customer participation
Customer expectation management
HP's call management process operates under the umbrella of Customer Expectation Management, which maximizes customer satisfaction by facilitating good communication. It requires that HP first understand the customer's needs and the impact of the problem on the customer's business. The customer and HP must agree on the definition of the problem, division of responsibilities, an acceptable timeframe and the criteria for problem resolution. The customer and HP communicate regularly until the problem is solved. This process continues through all phases of call management.
Call management levels
To ensure timely progress toward resolution, the Call Management Process contains three levels, which are color coded - green, yellow and red. If a call cannot be resolved at its current level, HP is responsible for moving it to the next level. At each level, the solution progress is reviewed, and resources, communications or management involvement will be reset appropriately. The levels include:
- Green — A call is green when it is logged. If the call engineer cannot solve the problem in a reasonable time, a Peer Engineer Review is conducted.
- Yellow — The Peer Engineer Review reviews the situation, engages more experienced resources and decides on a new action plan. Once the Peer Engineer Review is completed the call moves to yellow. If the problem cannot be satisfactorily resolved using the new action plan, a Manager Review is conducted. Possible triggers for conducting a Manager Review include invested or elapsed time exceeding limits, system instability, multiple related failures and data loss or corruption. Once the Manager Review is completed, the action plan is updated, and the customer is contacted. Unless a suitable alternative plan can be created, management will recommend moving the call to red.
- Red — When a call moves to red, the Escalation Process is initiated.
Escalation process
The Escalation Process includes the following steps:
1. Formation of Escalation Team
2. Development of Action Plan
3. Execution of Action Plan
4. Post Solution Monitoring
5. Post Escalation Review
The escalation team
The Escalation Team includes technical and management members from both HP and the customer. HP members of an escalation team always include the Customer Satisfaction Manager and the Escalation Engineer. Other HP members may include a Complex Problem Manager and Engineering resources. Customer members of the team include a Management Contact and a Technical Contact.
Customer Satisfaction Manager (CSM) represents the customer during the escalation process. Specifically, the CSM:
- Owns the problem and the overall action plan
- Is responsible for customer satisfaction
- Leads the escalation team
- Obtains additional resources, as needed
- Obtains customer approval for the action plan
- Ensures that both customer and HP management are properly informed throughout the escalation
Escalation Engineer develops, documents, communicates and co-ordinates the technical action plans. In particular, the Escalation Engineer:
- Identifies needs for additional technical assistance
- Monitors progress for the escalation and provides regular updates to the escalation team
- Provides on-site assistance, if necessary
- Ensures solutions and workarounds are delivered to the customer in a timely manner
Engineering provides specialized technical expertise up to and including the product labs.
Complex problem manager ensures co-ordination of engineering resources for complex problems that involve multiple HP or multivendor products.
Customer management contact is the primary customer contact for management issues.
Customer technical contact is the primary customer contact for technical issues.
Development of the action plan
The Escalation Team develops the action plan and agrees it with the customer. All action plans include:
- Actions required to solve the problem
- Who is responsible for each action
- Timing for each action
- Why a specific action will be performed
- Alternate plan if the desired results are not achieved
Post-solution monitoring
Following completion of the Action Plan and the provision of the problem solution, the escalation team will monitor the situation for an agreed period until the customer and HP are satisfied that the problem is resolved.
Post escalation review
As the final step in the process, the escalation team will review the escalation, identify successes and introduce improvements where required.
|
|
|
Printable version
HP Passport
Active contract
Premium contract