{"id":1796,"date":"2014-07-29T19:40:46","date_gmt":"2014-07-29T19:40:46","guid":{"rendered":"https:\/\/www.peeriosity.com\/shared-services\/articles\/?p=1796"},"modified":"2022-05-12T08:22:33","modified_gmt":"2022-05-12T08:22:33","slug":"categorizing-and-tracking-the-severity-of-customer-incidents","status":"publish","type":"post","link":"https:\/\/www.peeriosity.com\/shared-services\/articles\/2014\/07\/categorizing-and-tracking-the-severity-of-customer-incidents\/","title":{"rendered":"Categorizing and Tracking the Severity of Customer Incidents"},"content":{"rendered":"

We are all familiar with the statement that \u201cchange begins with measurement\u201d. When we look at the range of metrics used in Shared Services measuring what happens within Shared Services is almost always carefully defined, and tracking touch-points with other processes is increasingly a component.\u00a0 More difficult, but yet perhaps more important is the need to track and report customer issues as a catalyst for improving work processes.\u00a0<\/span><\/p>\n

A Peeriosity member at a large global manufacturing company was interested in improving their system for tracking and reporting customer issues, or \u201cincidents\u201d as they are referred to at their company.\u00a0 They wanted to quickly understand what other Shared Services organizations<\/a> were doing to define what a recordable incident was and if they were also assigning a level of significance or severity to the incident.\u00a0 Using Peeriosity\u2019s iPollingTM<\/sup> capability, the member was able to quickly understand how peer companies were tracking and reporting customer incidents.\u00a0 \u00a0<\/span><\/p>\n

The poll results suggest that 90% of member companies perform some type of tracking of customer issues, with 50% tracking all incidents.\u00a0 However, 35% of responding companies either do not have consistent definitions for what is recordable or do not perform a formal tracking of customer incidents.<\/span><\/p>\n

Here are the details:<\/span><\/p>\n

\"ipolling<\/p>\n

When it comes to categorizing incidents and designating the severity or significance of the incident, 50% of the companies do both, with an additional 27% categorizing the incident without assigning a measure of significance.\u00a0<\/span><\/p>\n

\"ipolling<\/p>\n

Here are some of the additional comments from responding companies:<\/span><\/p>\n