Function 4 — Allocate problem to the correct
team
Once the correct organisation has been found to resolve
the customer’s problem, the organisation will need to
establish who is best placed to deal with it. The key
factors here are:
• skills — the problem must be allocated to
somebody with the appropriate skills,
• geography — where the problem is located, and
minimising travelling time.
Additional test and diagnostic activities must usually
be performed to establish who the problem should be
allocated to. It is, however, important that any such test
and diagnostics solution is focused on achieving high
accuracy regarding the two factors above — skills and
geography.
Getting the problem allocation correct has a major
impact on cycle time and cost per cycle.