The helpdesk at a large company is looking for ways to increase the efficiency of their technicians. They have found that different technicians have different ways of doing the same task. Some of these technicians take twice as long as others. There is also no documentation on how to perform tasks, so when a new helpdesk technician is hired it is up to the technician training them to pass on that knowledge.

Question

The helpdesk at a large company is looking for ways to increase the efficiency of their technicians. They have found that different technicians have different ways of doing the same task. Some of these technicians take twice as long as others. There is also no documentation on how to perform tasks, so when a new helpdesk technician is hired it is up to the technician training them to pass on that knowledge.

Which of the following might this company decide to implement to resolve these issues?

a. SOPs
b. PLCs
c. GAPs
d. TOPs

Answer 1

a. SOPs (Standard Operating Procedures)

Implementing SOPs would provide clear, step-by-step guidelines on how to perform tasks in a standardized manner. This would help eliminate inefficiencies caused by technicians doing the same task in different ways, and provide a solid foundation for training new technicians.