One Call Solves Them One Call Solves Them AllAll

XeroxXerox

Confidential

Confidential

Brandon

PhD / Gardening

Stanford

Sherwin

PhD / Sleeping

Stanford

Greg

PhD / Skydiving

Stanford

Goals and ObjectivesGoals and Objectives

► OBJECTIVE 1OBJECTIVE 1 Provide a structure and process which will enable Provide a structure and process which will enable

the CTO to achieve the efficiency level required the CTO to achieve the efficiency level required to meet the ICS project requirements.to meet the ICS project requirements.

► OBJECTIVE 2OBJECTIVE 2 Develop environments and processes which Develop environments and processes which

provide ICS Representatives the requisite provide ICS Representatives the requisite practices, understanding, and skills to handle practices, understanding, and skills to handle customer calls.customer calls.

► OBJECTIVE 3OBJECTIVE 3 Achieve “buy-in” from both the CTO staff and ICS Achieve “buy-in” from both the CTO staff and ICS

Representatives.Representatives.

What Research Says About The What Research Says About The Learning (Working) EnvironmentLearning (Working) Environment►The learning environment serves as The learning environment serves as

the context within which the learner the context within which the learner has opportunities to participate in has opportunities to participate in specific social practices of inquiry and specific social practices of inquiry and sense-makingsense-making

►The learning environment provides The learning environment provides support for development of positive support for development of positive epistemic identities epistemic identities

What Research Says About What Research Says About Experts System (CasePoint)Experts System (CasePoint)

►The learning environment should The learning environment should encourage “Routines of activity for encourage “Routines of activity for effective transmission of knowledge.”effective transmission of knowledge.”

What Research Says About What Research Says About Training ProgramsTraining Programs

► The environment should provide users with The environment should provide users with “Individualization with technologies.”“Individualization with technologies.”

► Classrooms should be “Classrooms should be “interactive interactive environments for construction of environments for construction of understanding”.understanding”.

► ““Cognitive models…[make] tacit knowledge Cognitive models…[make] tacit knowledge explicitexplicit and thus knowable.” and thus knowable.”

► The curriculum should also provide “The curriculum should also provide “explicit explicit attention to generality”.attention to generality”.

► Curricula must provide opportunities to Curricula must provide opportunities to learn practices of formulating and solving learn practices of formulating and solving realistic problems.realistic problems.

What Research Says About What Research Says About Assessment/Appraisal SystemAssessment/Appraisal System

►Users must be given clear goals, Users must be given clear goals, feedback, and reinforcement.feedback, and reinforcement.

►Assessments and appraisal must focus Assessments and appraisal must focus on the learner’s participation in inquiry on the learner’s participation in inquiry and social practicesand social practices

►Crediting varieties of excellenceCrediting varieties of excellence

Design SolutionDesign Solution

► OBJECTIVE 1OBJECTIVE 1 Provide a structure and process which will enable Provide a structure and process which will enable

the CTO to achieve the efficiency level required the CTO to achieve the efficiency level required to meet the ICS project requirements.to meet the ICS project requirements.

► SOLUTION(S)SOLUTION(S) X-functional work teams [S1]X-functional work teams [S1]

► Needs definitionNeeds definition► Curriculum designCurriculum design► Curriculum developmentCurriculum development► DeliveryDelivery

Coordination and evaluation mechanism [S2, S5]Coordination and evaluation mechanism [S2, S5]

Design SolutionDesign Solution

► OBJECTIVE 2OBJECTIVE 2 Developing environments and processes which Developing environments and processes which

provide ICS Representatives the requisite provide ICS Representatives the requisite practices, understanding, and skills to handle practices, understanding, and skills to handle customer calls.customer calls.

► SOLUTION(S)SOLUTION(S) Working environmentWorking environment

► POD WorkzonesPOD Workzones► CoachesCoaches► Institutionalized MeetingsInstitutionalized Meetings► POD Transfers POD Transfers

New Office EnvironmentNew Office Environment

ICS RepsLow cubicle walls to facilitate communicationTable for informal meetings to exchange ideas or share information

Design SolutionDesign Solution

►SOLUTION(S) - ContinuedSOLUTION(S) - Continued Supporting TechnologiesSupporting Technologies

►CasePoint Redesign [B1, C2]CasePoint Redesign [B1, C2]►IM [S1]IM [S1]

Formal Training ProgramsFormal Training Programs►Case examples [C4, S3]Case examples [C4, S3]►Journey through a copier simulation [C2,C3]Journey through a copier simulation [C2,C3]

Assessment – Appraisal and RewardsAssessment – Appraisal and Rewards►POD Challenge Competition [B3, C4, S2]POD Challenge Competition [B3, C4, S2]

Casepoint v0.00002

Name:Greg WarmanOrganization:Stanford UniversitySchool of EducationAddress:485 Lasuen MallStanford, CA 94305-3096Telephone: 650.725.7652

Service History:Last call: 1 hour 20 mins ago•11-12-06 6110MFP RTM•9-25-06 Onsite service

1. Open case2. Close case3. Wait until noise stops4. Repeat 3 times5. Test printer

“It’s like a Ferrari! Open and close that side panel

and hear the engineROAR!”

Case id: 4NEZ82AK93H

Upgrades:1. Machine upgrade

WorkCentre™ 7665 $18,9992x faster, fax, email2x paper capacity

Account Information

Suggested Orders

Maintenance:

1. Replacement toner cartridgePart TC328 $89.95Last purchased 1-23-00

2. Duplex unitPart DU701 $455.95Paper savings

Solution Procedure

Troubleshooting Navigator Voice of Experience

Rate

Submit

Key Indicators•Faded copy•Evenly distributed•Toner recently replaced

WorkCentreC2424

PhaserPhaser6110MFP6110MFP

8160 Wide8160 WideFormatFormat

Carlos

1. Hi! I’m George. Click me to see how to open the

case.

C2404Fadedcopy

Odd noise

Beeping

Like dyingostrich

Explosion

Nuclear

Poison gascloud

Evenlyfaded

Toner recentlyReplaced?

Select Component: Drum

Drum Opening Too LargeSelect Problem Run

General Copier Model

Paper

Damaged Drum

Paper Distorted

Normal Fuser

Paper cause toner to discharge more ink than it should

black patches

Possible Problems:

1. Printout black patches

2. Paper Jam

Design SolutionDesign Solution

►OBJECTIVE 3OBJECTIVE 3 Establish buy-in from both the CTO and Establish buy-in from both the CTO and

Telephone representatives.Telephone representatives.

►SOLUTION(S)SOLUTION(S)

Design SolutionDesign Solution

►SOLUTION(S) - ContinuedSOLUTION(S) - Continued UnderstandUnderstand

►““Town Hall” Meeting [B3]Town Hall” Meeting [B3]

EnlistEnlist►Build core CTO design team [S1]Build core CTO design team [S1]

EnvisageEnvisage►Hold an off-site retreat [S1, S2]Hold an off-site retreat [S1, S2]

Design SolutionDesign Solution

►SOLUTION(S) - ContinuedSOLUTION(S) - Continued Motivate & CommunicateMotivate & Communicate

►View from the Helm [B3]View from the Helm [B3]►ICS – The Game [C1,C2, C3, S3]ICS – The Game [C1,C2, C3, S3]

Act & ConsolidateAct & Consolidate►Aforementioned solutionsAforementioned solutions

AssessmentAssessment

► Needs of the Needs of the companycompany were addressed: were addressed: The number of The number of resolutionsresolutions and and calls fieldedcalls fielded per team. per team. The number of cases requiring more than one call.The number of cases requiring more than one call. The change in The change in total callstotal calls and and onsite service resolutionsonsite service resolutions

over time.over time. The frequency of CasePoint use.The frequency of CasePoint use.

► Needs of the Needs of the employeesemployees are met focusing on the are met focusing on the following:following: Their satisfaction with CasePoint.Their satisfaction with CasePoint. Their perception of the effectiveness of the team structure.Their perception of the effectiveness of the team structure. Their confidence in their ability to handle customer callsTheir confidence in their ability to handle customer calls

► We will also run quarterly surveys to assess We will also run quarterly surveys to assess customercustomer satisfaction with ICS. satisfaction with ICS.