PROBLEM-SOLVING AND DECISION-MAKING FRAMEWORK TO IMPROVE THE PERFORMANCE OFTECHNICAL ESCALATION MANAGERS AT PEGASUS TECHNOLOGIES ENTERPRISE

• Main Author: HUSEN SUMANTORO (NIM 29115446), ALI
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/20954
• Institution: Institut Teknologi Bandung

There has been ongoing concerns on the Technical Escalation Management organization’s <br /> <br /> <br /> <br /> <br /> performance as indicated from two key metrics called “Average Age” and “Time to Resolve”. These <br /> <br /> <br /> <br /> <br /> two metrics measure how long it takes for Technical Escalation Managers to work on and resolve <br /> <br /> <br /> <br /> <br /> Customer’s escalated issues. It is observed that Technical Escalation Managers in Asia Pacific and <br /> <br /> <br /> <br /> <br /> Japan region could not meet the targeted baseline and there has not been any significant <br /> <br /> <br /> <br /> <br /> improvement of these two metrics over the past 30 months. A cause-and-effect diagrams reveal <br /> <br /> <br /> <br /> <br /> major causes which are impacting the performance issue – People, Process, Product Quality and <br /> <br /> <br /> <br /> <br /> External Factors. This study will investigate and develop solution based on Process factor. <br /> <br /> <br /> <br /> <br /> The methodology being used in the study is primarily qualitative research, through observations, <br /> <br /> <br /> <br /> <br /> analysis of documentations, review of existing processes and literature studies. The Author has also <br /> <br /> <br /> <br /> <br /> collected and reviewed statistical performance data from the organization’s operational team. <br /> <br /> <br /> <br /> <br /> Furthermore, the author has also performed interviews with Technical Escalation Managers from <br /> <br /> <br /> <br /> <br /> Asia Pacific region using surveys and open-ended questions. <br /> <br /> <br /> <br /> <br /> A fundamental part of every Technical Escalation Manager’s role is the ability to drive the problemsolving <br /> <br /> <br /> <br /> <br /> process <br /> <br /> <br /> <br /> <br /> and making <br /> <br /> <br /> <br /> <br /> good <br /> <br /> <br /> <br /> <br /> decisions <br /> <br /> <br /> <br /> <br /> in <br /> <br /> <br /> <br /> <br /> timely <br /> <br /> <br /> <br /> <br /> manner. <br /> <br /> <br /> <br /> <br /> The <br /> <br /> <br /> <br /> <br /> study <br /> <br /> <br /> <br /> <br /> reveals <br /> <br /> <br /> <br /> <br /> that <br /> <br /> <br /> <br /> <br /> there <br /> <br /> <br /> <br /> <br /> has <br /> <br /> <br /> <br /> <br /> been <br /> <br /> <br /> <br /> <br /> <br /> little, <br /> <br /> <br /> <br /> <br /> if <br /> <br /> <br /> <br /> <br /> any, <br /> <br /> <br /> <br /> <br /> formal <br /> <br /> <br /> <br /> <br /> evaluation, <br /> <br /> <br /> <br /> <br /> enquiry <br /> <br /> <br /> <br /> <br /> and/or <br /> <br /> <br /> <br /> <br /> study <br /> <br /> <br /> <br /> <br /> on <br /> <br /> <br /> <br /> <br /> developing <br /> <br /> <br /> <br /> <br /> a <br /> <br /> <br /> <br /> <br /> framework <br /> <br /> <br /> <br /> <br /> of <br /> <br /> <br /> <br /> <br /> problem-solving <br /> <br /> <br /> <br /> <br /> <br /> and <br /> <br /> <br /> <br /> <br /> decision-making <br /> <br /> <br /> <br /> <br /> in <br /> <br /> <br /> <br /> <br /> the <br /> <br /> <br /> <br /> <br /> Technical <br /> <br /> <br /> <br /> <br /> Escalation <br /> <br /> <br /> <br /> <br /> Management <br /> <br /> <br /> <br /> <br /> organization. <br /> <br /> <br /> <br /> <br /> The <br /> <br /> <br /> <br /> <br /> lack <br /> <br /> <br /> <br /> <br /> of <br /> <br /> <br /> <br /> <br /> framework <br /> <br /> <br /> <br /> <br /> <br /> and <br /> <br /> <br /> <br /> <br /> <br /> common approach is impacting the organization’s and individual’s performance to manage <br /> <br /> <br /> <br /> <br /> Customer’s escalated problems consistently. This study aims to propose a consistent and innovative <br /> <br /> <br /> <br /> <br /> framework for problem-solving and decision-making, in order to support Technical Escalation <br /> <br /> <br /> <br /> <br /> Managers in the organization to resolve complex customers’ problem more effectively and to make <br /> <br /> <br /> <br /> <br /> sound decisions. <br /> <br /> <br /> <br /> <br /> <br /> The proposed framework is developed based on the current norms and methods, behavior and <br /> <br /> <br /> <br /> <br /> combined with the Kepner-Tregoe framework. It consists of 3 phases, escalation triage, formal <br /> <br /> <br /> <br /> <br /> escalation and escalation closure, where each phase consists of multiple iterative activities. The <br /> <br /> <br /> <br /> <br /> proposed framework will give Technical Escalation Managers with a structured, organized and <br /> <br /> <br /> <br /> <br /> consistent approach in reviewing an escalation request, managing the formal escalation, making a <br /> <br /> <br /> <br /> <br /> good decision and performing problem-solving activities.