Quality Troubleshooting Techniques

Course Overview

This one-day course will introduce the participant to a structured approach to problem solving. In our daily activity, both at home and at the office, we are constantly faced with problems and the need to solve them quickly and efficiently. Some problems will be easy to resolve, others may require an investigation with the investment of much time and other resources.

A structured approach, a process, insures that problems are resolved efficiently and effectively every time. In addition, where multiple levels of problem solvers are involved, the process allows the gathering of information, vital to the next stage in the problem solving process.

Case studies introduced are intended to give the participant practice in applying the troubleshooting process.

Course Goals

On completion of this course, the participants will:

• Be better equipped to ask the right questions, which will lead to a higher problem resolution at first contact.
• Better able to gather information in situations where they are not the subject matter experts.
• Create clear problem descriptions that will assist their service team members whenever calls are escalated or transferred to another team.
• Learn to reduce customer frustration by reducing the number of repeat questions.
• Learn how to methodically test conclusions before offering a solution to the customer
• Learn an approach to troubleshooting in teams