The following example describes how you might use Oracle Quality with Oracle TeleService to analyze service request data. In addition to analyzing customer service behavior, your analysis of service request data can also yield valuable information that you can use to improve both the quality of products and of customer service.
As the Service Manager for a manufacturer of photocopiers, you are seeking ways to improve the quality of your product, while at the same time, reduce expenses and manage costs.
Your call center receives telephone calls from customers calling to report a problem with a particular product or to seek information regarding its use. A service request is then made to repair the product. The record of such a service request may include the following information:
Customer Name
Product affected
Problem reported by customer
Resolution to the problem as reported by the service person
Oracle Quality enables you to set up collection plans to collect the following types of information:
inspection or test results on items received for service
complaints
results from complaint investigations
corrective and preventative actions (CAPA) to resolve complaints
corrective action requests (CAR) based on complaints
records of nonconformances
In this example, we will record complaint information in Oracle Quality automatically, using the background data collection feature.
Include the following collection elements (at a minimum) in your complaint collection plan. See: Collection Elements.
Customer
Incident Type
Item
Item Category
Problem Code
Product
Urgency
Severity
Request Date
No specification is required.
Next, create a collection plan called Service Request Complaints containing the collection elements listed above.
Note: Copying the collection elements from the template collection plan called Template Service Request automatically copies many of the needed collection elements into your collection plan.
Next, associate the Service Request transaction with your collection plan. Enable this transaction and check the Background box. See: Associating Transactions with Collection Plans
Set the Incident Type trigger equal to Complaint. This ensures that, each time a service request with a Complaint Incident Type is created, quality results are entered into the Service Request Complaints collection plan.
You can construct a pareto chart to check which problems make up the majority of the complaints. You can also use a pareto chart to find other information, such as the five models which account for the most service requests. Or, to reveal other information, you can construct a trend chart of problem codes over time, to see which parts' replacement rates are abnormally high. See: Quality Results Analysis.