Are your solutions complete?
By Jan Verlaan on Thursday 18 August 2011, 10:46 - Maintenance Policies - Permalink
When a solution is not complete your customer will return. Again a Support Analyst has to look at it and investigate what is wrong. The Support Analyst has to create a defect explaining short and concise what the problem is. All very unnecessary and costly. Money that could easily have been saved when you paid a bit more attention.
Solution Template
A solution template could help you provide all components of the solution and necessary information about this specific solution for the customer, for example installation instructions.
Peer review
Have a (more senior) colleague check your solution from a technical perspective as well as from a functional perspective.
Register Bad and Incomplete fixes
To get a grip on bad and incomplete fixes your better register them. Customers often will be able to tell the origin of the error. Support Analyst for sure can after their investigation. When solutions of an engineer are too often indicated as bad or incomplete fix it is time you talk to the man.