Incident Management

The confidence to perform under pressure

Our Incident Management solution brings higher quality, more consistency, and greater speed to the customer interaction process. We’ll help you restore service more effectively, while managing risk and communicating confidently under pressure.

You’ll also be more efficient by focusing the “analysis and diagnosis” phase on key information. Quality improves because the first restoration activity will be the final one. And there will be a common-problem solving language, independent of technology. 

Enjoy higher throughput of incidents without adding headcount.  

Results delivered

• Dramatically reduced the “analysis and diagnosis” phase of Incident Management
• Increased the number of incidents where the first restoration activity is the final restoration activity
• Increased consistency of Incident Management
• Using a common “problem solving language“ independent of technology
• Increased throughput of incidents for the same headcount
• Reduced service cost
• Reduced unnecessary spare part usage
• Improved employee satisfaction/retention
• Accelerated productivity of new hires

KT Restore

Restoring service fast and permanently

KT Restore is both a process improvement approach and a toolkit for the highest quality, consistent incident handling. We collaborate with you to implement our methodologies in your organization for maximum impact:

Analyze: We perform an assessment of your Incident Management environment. Identifying both strengths, gaps and weaknesses gives us a benchmark to begin.

Design: Next we create a customized solution that directly impacts your core metrics. ROI is the driver here, creating a strong business case for implementing targeted improvements.

Deliver: A team drawn from KT and your organization deploys the solutions to achieve significant operational advances. KT rational process is the roadmap to success while providing performance support to team members.

Document: Not only will we monitor your progress, we’re there with you to document, analyze, and review the results.

Sustain: Once you’ve tasted success, let’s build on it. Our programs identify opportunities for continuous improvement and enhanced performance.

 

Contact us to explore how this solution is a fit for you, your team, your organization.