Kronos Case Study

*During the interaction, CAE assured the customer that a technician will be fixing her services tomorrow (8/06/2015) between 10:00am to 12:00PM however, upon checking on the account history and based on the order number(10009710563520320001) and the CRTicket(CR491045371) generated by the CAE, a truck roll was scheduled on 08/07/2015 between 10:00am to 12:00PM. CAE mislead the customer by providing incorrect information.

You work in marketing for a company that produces work boots. Quality control has sent you a memo detailing the length of time before the boots wear out under heavy use. They find that the boots wear out in an average of 208 days, but the exact amount of time varies, following a normal distribution with a standard

Areas of responsibility: SMT, Hybrids, Components and Wafer Fab. Performed reactive and predictive maintenance through MP2 software. SPC and DOE classes. PM’s OEM contacts, spare parts inventory, equipment installs and technician training. Acquired OEM certifications on the following machines. Mount (ESC), Wire Bonding (K&S Palomar), Laser and dicing saws. Other equipment included: asymtek, mydata, ashers, reflow furnaces (BTU), auto testers, leak detectors (alcatel), and automatic tape and reel machines. Assisted facilities group with general building maintenance including electrical and HVAC. MSDS Coordinator. First Emergency Responder. Followed Lock Out/ Tag Out procedures. Perform on-call

Give several examples of events that would cause an asset to be tested for impairment.

Cx called about her internet that was not working, Cae was able to reflet reason for contact and demonstrate concern by using emphaty/relate statement. Cae was able to authenticate the account and asked probing questions and set customer's' expectation that she might be sending a technician if the issue wasnt resolved. Cae proceeds with the troubleshooting and choose correct ITG however, failed to follow/asked all LOQ's, at mark 06:02 cae asked " how was that Sir? hello?! just tell me when your ready because i need to check my clock" using a disgusting voice. Cae sounded annoyed when asking information that was provided by the customer since cae was having a hard time hearing him, could have asked verifying questions with a good tone of voice

1.  Identify areas that were not addressed by the IT staff’s response to the incident.

f. Because the IT organization isn’t trained in the forensic analysis of incidences. They would be more concerned with getting the system back up then collecting the necessary information. In doing so they would most likely contaminate the evidence beyond use.

4. There’s a possibility a lack of supporting evidences and requirements to grant the benefit associated for each employees.

As per our discussion on 5/2/17, I would approve hours in Kronos testing data base and process in production. There were some hiccups that preventing this from happening because I did not have access to the file that generated from testing environment. Tara was able to assist me with mapping that for me today and had success in uploading the file in Serenic .

I have chosen not to look into Customer Services Department as the absence was just one person for one period of three days and is therefore not an issue.

In which, a deadline faults (i.e. class IX parts) will be addressed using LRC via local purchase request IOT expedite potential delays/maintenance related matters. Lastly, minor faults will be properly identified and w/ assistance from CW4 Booth (i.e. a plan of action) will be established IOT safety redeploy equipment back to FGGA.

It has recently been brought to my attention that a percentage of our sales representatives have been failing to log reports of their client calls in our electronic customer file each and every

4) SC is following up with any issues that are causing delays or impeding progress

As stated in this case, the customer services business has grown doubled in the past five years as the advancement of technology allowed employees to investigate most software and hardware system faults from the center through remote monitoring. However, as the business grows, there are possibility of increasing work load and pressure that causes the rise of those negative feedbacks from both customers

When a customer has a question or issue with their bill or services they have just received be sure to call thier advisor. The next person to call if advisor is unavailable would be management. Management can always help is someone is not available.