ocated

 NetScan IT Solutions is an IT service and support organization located in a major metropolitan area. The organization consists of eight first-line supervisors, 30 field technicians/installers, 10 part time Tier 1 help desk technicians, 1 CCNE, 1 CCNA, and numerous personnel that provide organizational administrative support.  NetScan provides diagnostic, installation, consultation, and numerous other services related to all aspects and domains in information technology. The organization has not been very progressive with its internal service records, service scheduling, and other service and support information as many of these records are paper-based.  Procedures and processes are not formally documented by the organization and the staff is having difficulty keeping up with the daily demands of normal operations. Documentation is lost or misplaced on a fairly regular basis, putting the staff into crisis mode as they try to make things right.  The Board of Directors recently hired a new CIO and tasked the CIO with changing how the organization operates.   The CIO’s first act was to delegate the tasks associated with changing the organization.  You were selected for the task of identifying ways to improve process effectiveness and performance.

 NetScan IT Solutions is an IT service and support organization located in a major metropolitan area. The organization consists of eight first-line supervisors, 30 field technicians/installers, 10 part time Tier 1 help desk technicians, 1 CCNE, 1 CCNA, and numerous personnel that provide organizational administrative support.  NetScan provides diagnostic, installation, consultation, and numerous other services related to all aspects and domains in information technology. The organization has not been very progressive with its internal service records, service scheduling, and other service and support information as many of these records are paper-based.  Procedures and processes are not formally documented by the organization and the staff is having difficulty keeping up with the daily demands of normal operations. Documentation is lost or misplaced on a fairly regular basis, putting the staff into crisis mode as they try to make things right.  The Board of Directors recently hired a new CIO and tasked the CIO with changing how the organization operates.   The CIO’s first act was to delegate the tasks associated with changing the organization.  You were selected for the task of identifying ways to improve process effectiveness and performance.

 NetScan IT Solutions is an IT service and support organization located in a major metropolitan area. The organization consists of eight first-line supervisors, 30 field technicians/installers, 10 part time Tier 1 help desk technicians, 1 CCNE, 1 CCNA, and numerous personnel that provide organizational administrative support.  NetScan provides diagnostic, installation, consultation, and numerous other services related to all aspects and domains in information technology. The organization has not been very progressive with its internal service records, service scheduling, and other service and support information as many of these records are paper-based.  Procedures and processes are not formally documented by the organization and the staff is having difficulty keeping up with the daily demands of normal operations. Documentation is lost or misplaced on a fairly regular basis, putting the staff into crisis mode as they try to make things right.  The Board of Directors recently hired a new CIO and tasked the CIO with changing how the organization operates.   The CIO’s first act was to delegate the tasks associated with changing the organization.  You were selected for the task of identifying ways to improve process effectiveness and performance.