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Conference Presentation

PICA

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Problem isolation and corrective action (PICA) is quite simple at its core-applying an algorithm-based approach to decomposing big case data in order to bubble up problems caused by recurring root causes. Always sounds easy in theory, right? But in reality, PICA helps SMEs to hone in on the case analysis that will move the needle, rather than just looking at macro root cause trends across the entire data set. The targeted outcomes look like:

  • Top-line case volume reduction in each product line.
  • An incremental step toward support profitability by reducing headcount costs and improving self-serviceability.
  • Problems distilled out of PICA become the basis for a problem management program.
How PICA came to be from the kick-off e-mail blast.... Why a Balanced Approach Now Initially CCare Product Line Leads have focused almost entirely on new product introduction in order to drive better supportability, stability, simplicity, and ease of use, with the expectation that reduced LoE and case volume for the newer and more matured products would eventually be the tail that wags the dog. There are several factors that worked counter to these assumptions:
  • No sustaining process built into PACE (product development life cycle).
  • No directive for deprecation of older products/services as new ones are introduced.
  • Backporting/cross-selling modules to legacy products.
  • Slow incremental attach rate for new products.
The result has been an increase in legacy product case volume that is being solely addressed through the addition of technical support headcount and misleading metrics that show high customer satisfaction because known issues are solved quickly and accurately.

 

Presented By:

Rob Baker

Director, Global Product Support, Akamai Technologies

Publish Date: October 21, 2013

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