Case description
A technical support department had a major problem with calls outside normal working hours. This impacted the budget, productivity and the fact that the technicians had to stay home the next day due to the 11 hours rule.
Method
A Rash board was established, and data from all call were collected, categorized, and displayed. A systematic problem-solving approach was performed on each topic which actually showed that many of the calls were due to recurrent issues. A new working culture on how to deal with these calls and what to prioritize was established.
Result
We minimized calls outside working hours by 45% within 6 months.
Higher engagement among the technicians (and their family) as they could stay home at the night and weekends.
Significantly reduce in payment of extra working hours.
