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Description
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This involves having available a support Consultant to call upon while onsite to solve emergency or important issues that can derail the assignment, such as:
- Software not installed properly or is not licensed
- A serious bug that is preventing planned work - this might not be fixable, but the client needs to know what the situation is and whether it is a problem with the software, with the consultant's lack of knowledge, or their own environment |
| Processes (that produce or use this component) | Deliver Consulting Services
- Category: Resource
- VSM Role: System 2 - Co-ordination
- Feedback Notes:
Provide feedback on how useful any help given was. Also, if help was not available, raise this as an issue as it has a potential revenue cost.
- Potential Issues:
Technical Support working practices are geared to their own internal targets and not to "revenue generating" processes. For example, if a consultant on-site urgently needs a license, surely this is more important than more routine request that may be ahead in the queue.
- Evaluation: 2
Identify Client Requirements
- Category: Output
- VSM Role:
- Feedback Notes:
- Potential Issues:
- Evaluation:
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