Knowledge Node Summary

The indicators will show where a service needs to be improved. These may be quantifiable indicators such as call out time or they may be subjective such as customer perception of service. If the problem is physical such as call out time then it may be necessary to review the processes and procedures involved with call out and seek to remove inefficiencies. If the problem is customer perception then it may be important to look first at the source of complaint but also at how perception could be improved.

A summary of expert opinion:

The knowledge named 'Design service improvements' is considered to be fairly important.
In addition, the knowledge is thought to be very difficult to replace, it is generally learned from experience, and there are less than 1 person to deliver this knowledge.
Opinion is that it it requires 1 person to deliver this knowledge, it is specialised knowledge, and is frequently changing knowledge.
The learn time for this node is about 1 month. This is based on a typical knowledge entry level to this knowledge area.