University XYZ has issues with their student experience and also a very low rating with their support for their students (customer service). There have been challenges with the Student Information System which is taking a toll on their help desk . University engages a consulting company to review challenges and suggest way to overcome student experience.

In this example, you have to think about various operations within the university, along with challenges and improvements for each of their operations. (Think and be practical) . Finally, you have to adjust the service level requirements as needed. Finally monitor changes and focus on continual service improvement to reach goals.

Explanation:

First, the university must consider implementing new strategies that will be paramount for its systems to be improved.

The first step is to redo the customer service policy, the main flaws of the current system must be considered and carry out research with students on their view of the negative points of support and how they believe it would be more effective service. Based on the results and analysis of the surveys with the public, it would be effective to redo the policy for attending students, based on ethics, control and constant monitoring.

With more effective policies, it will be effective to adopt a strategy to optimize university systems through automation, so that more generalized questions and support are answered more quickly, in addition to appropriate and trained professionals to serve students effectively.

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