What factors are contributing to the 30% increase in average resolution time for Tech Mahindra's enterprise software support tickets in the last month?

Introduction

The recent 30% increase in average resolution time for Tech Mahindra's enterprise software support tickets is a critical issue that demands immediate attention. This surge in resolution time not only impacts customer satisfaction but also affects the company's operational efficiency and reputation. To address this problem, I'll employ a systematic approach to identify, validate, and resolve the root cause while considering both short-term fixes and long-term strategic implications.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a recent change in the support process. Has there been any significant update to the ticketing system or support workflow in the last month?

Why it matters: Recent changes often correlate with performance shifts. Expected answer: Yes, a new ticketing system was implemented. Impact on approach: If true, we'd focus on system adaptation and training issues.

• Considering the scale of the increase, I'm wondering about staffing levels. Has there been any notable change in the support team size or composition recently?

Why it matters: Staffing changes can directly impact resolution times. Expected answer: No significant changes in staffing. Impact on approach: If false, we'd investigate team dynamics and workload distribution.

• Given the enterprise nature of the software, I'm curious about the complexity of recent tickets. Has there been an increase in the complexity or scope of support requests?

Why it matters: Changes in ticket complexity can significantly affect resolution times. Expected answer: Some increase in complex tickets noted. Impact on approach: If true, we'd explore ways to better handle complex issues.

• Thinking about external factors, I'm considering client behavior. Has there been any change in how clients are submitting or escalating tickets?

Why it matters: Client behavior can impact the support team's ability to resolve issues efficiently. Expected answer: No significant changes observed in client behavior. Impact on approach: If false, we'd look into client education and communication strategies.