How to Make Process Owners Work in the Inquiry Response Workflow

Monday, February 28, 2011
Process owners should work on improving the operation of their workflows. If forgotten and neglected after being designed, workflows will not function smoothly.

In today's sample workflow, the process owner uploads exemplary responses to the FAQ page, and customer service members use these as reference. If this cycle continues, the response time should be reduced over time. It's also a good idea to share Kaizen goals with the team, such as "This month we want to break the 10-hour average response time. Next month, 8 hours!"

(Related articles)
"How to Measure Inquiry Response Speed"
"If You Want to Assign Respondents Based on the Inquiry Content"
"If You Want to Assign Respondents Based on the Type of Inquiry"

Once your inquiry response workflow is in full operation, with smooth connection from inquiry to response and FAQ maintenance, you may start to find unnecessary inquiries irritating (internal tests, spam, etc.). The below workflow offers a way to ignore these.