This needs to be done by all parties involved in
providing the service. For example, if the problem was
due to a network fault, then the network provider will
need to check that the fault has been repaired before
passing this information back to the service provider,
who will then wish to check that the customer’s service
is working again, before informing the customer that
their problem has been resolved.
It can be seen that what at first sight appears to be a
fairly trivial step in the overall customer experience can
become quite complex. It is particularly important to
ensure that customer problem reports do not get ‘stuck’
in waiting queues between one organisation and the
next, as this has can have a dramatic affect on cycle
time. It is equally important to ensure that the checking
is done effectively by each organisation before handing
the problem back, as mistakes at this stage can incur
significant extra cost per cycle as well as extending cycle
time.