V. FORMACIÓN DEL PAPEL 5.1 DISTRIBUIDORES DE PASTA
5.6 SECADO DEL PAPEL CILINDRO Y ANKEE
B1. Gather and analyze customer input
• Questions to users are relevant and clearly defined
• Input is analyzed for important and underlying issues
• Input is organized and summarized in an effective manner
• Recommendations based on customer input are developed and presented to key personnel
• Ability to determine relevant sources of information
• Ability to analyze and interpret customer input for expressed and implied issues • Knowledge of information gathering
methods and techniques
• Knowledge of applicable documentation procedures
• Ability to analyze information
• Ability to probe for underlying issues and pose critical questions
• Ability to contribute to an open communication environment
• Ability to identify the need for data and select/obtain information appropriate to the task
B2. Manage working relationships with customers
• Relationships are managed so that customers are satisfied with level of service • Relationships are managed so that
customers would voluntarily return for additional service
• Interactions with customers reflect an understanding of their key satisfaction criteria
• Internal, external and global customer expectations are met in a timely manner • Customer concerns are accurately
communicated and documented
• Knowledge of escalation procedures • Knowledge of customer support
methodology
• Knowledge of operating environments, office suite applications, networks, hardware tools and online resources • Knowledge of practices of internal, external
and global customers
• Ability to accept responsibility for own actions and impact on others • Ability to demonstrate commitment to
personal improvement • Ability to recognize and analyze
customer needs and resolve conflicts to customer satisfaction
• Ability to resolve technical issues and obtain customer approval
• Ability to respond appropriately to others and modify behavior to the situation
B3. Perform negotiated services
• Current resources are balanced against internal, external and global customer needs
• Negotiated agreement stays within budget and time constraints
• Acceptable options are consistently presented for review and approval • Customer acceptance is obtained
and documented
• Knowledge of available resources and customer needs
• Knowledge of negotiation variables • Knowledge of negotiated agreement
parameters
• Ability to detect underlying issues • Ability to apply creative thinking to
new situations
• Ability to distinguish between facts • Ability to redirect customer to appropriate
resources for solutions to needs outside the bounds of assigned responsibilities • Ability to recognize and analyze customer
needs and resolve conflicts to customer satisfaction
KEY ACTIVITY
PERFORMANCE INDICATORS
TECHNICAL KNOWLEDGE
EMPLOYABILITY SKILLS
How do we know when the key activity is performed well? Skills, Abilities, Tools SCANS Skills and Foundation Abilities
Technical Support
Critical Work Function: Provide Facilitation and Customer Service
B4. Act as liaison between groups
• Liaison communication includes updating all stakeholder groups
• Groups agree on decision-making process • Consensus is established between groups • All involved groups are fairly represented • All stakeholder groups are clearly identified
• Knowledge of each group’s functions and responsibilities
• Knowledge of ultimate goal • Knowledge of organizational
communication processes
• Knowledge of interrelations between different organizational groups
• Ability to analyze group responses • Ability to detect underlying issues • Ability to compare multiple viewpoints • Ability to summarize/paraphrase
information
• Ability to encourage cooperation/ negotiation
B5. Provide training in hardware and software to peers, and to internal and external customers
• Internal, external and global customer requirements for training are correctly identified, interpreted and evaluated • Scope of work is correctly defined to meet
customer training requirements • Resources are accurately and completely
identified and utilized
• Customer requirements, scope of work, resources required, content and evaluations are appropriately and completely documented
• Content developed contains appropriate amount of information and is consistent with learning objectives
• Training is effectively presented • Effectiveness of service delivered
is evaluated
• Training assists customer in troubleshooting
• Peer training outcomes meet established goals
• Ability to identify key sources of information
• Knowledge of information gathering methods and company procedures and processes
• Knowledge of available resources • Knowledge of required technical
information and ability to organize technical material for ease of learning • Ability to create appropriate presentation
visuals for technical material • Ability to accommodate different
learning styles
• Ability to recognize and analyze customer needs and resolve conflicts to customer satisfaction
• Ability to visualize task sequentially and identify interdependencies
• Ability to document “lessons learned” succinctly and accurately and create detailed supporting documents • Ability to speak clearly and concisely,
and to compose and present well- organized presentations
• Ability to use teaching/learning tools • Ability to perform appropriate
learning needs assessments and write learning objectives
• Ability to plan resource needs and constraints
KEY ACTIVITY
PERFORMANCE INDICATORS
TECHNICAL KNOWLEDGE
EMPLOYABILITY SKILLS
How do we know when the key activity is performed well? Skills, Abilities, Tools SCANS Skills and Foundation Abilities
Technical Support
Critical Work Function: Provide Facilitation and Customer Service
B6. Manage and prioritize demands from multiple customers
• All internal, external and global customers are serviced in timely manner
• Size and age of queue are within departmental and company guidelines • Assignment of priorities follows
departmental guidelines
• Customers needs are mutually assessed and priority is determined
• Knowledge of departmental and company guidelines
• Knowledge of availability of company and customer resources, and ability to access them
• Knowledge of practices of internal, external and global customers
• Ability to prioritize daily tasks, prepare schedule and monitor/adjust task sequence
• Ability to set and adjust well defined/ realistic goals
• Ability to resolve conflicts to customer satisfaction
• Ability to communicate appropriate verbal/nonverbal messages • Ability to define and communicate
workload limits
• Ability to apply self-management skills and analyze and adjust goals
B7. Solicit customer feedback and apply input to improve quality of service
• Customers are surveyed on a regular basis on important technical issues
• Input is analyzed for immediate and underlying concerns
• Service delivery procedures are analyzed in light of customer input
• Recommendations for continuous quality improvement are developed, presented to key personnel and implemented
• Customer feedback is regularly audited for follow-up and closure
• Knowledge of customer contact and survey processes regarding technical support • Ability to analyze and interpret expressed
and implied needs
• Knowledge of service delivery methods and practices
• Knowledge of customer quality issues • Knowledge of continuous quality
improvement
• Ability to evaluate quality and effectiveness of processes
• Ability to develop recommendations based on information
• Ability to summarize/integrate and present information
• Ability to actively participate in discussions and present complex technical information
• Ability to select/obtain data/information relevant to the task
KEY ACTIVITY
PERFORMANCE INDICATORS
TECHNICAL KNOWLEDGE
EMPLOYABILITY SKILLS
How do we know when the key activity is performed well? Skills, Abilities, Tools SCANS Skills and Foundation Abilities
Technical Support
Critical Work Function: Provide Facilitation and Customer Service
B8. Document, communicate and resolve customer feedback and requests
• Documentation includes customer-oriented problem solution summary
• Documentation is clear, concise and published/distributed appropriately • Customer feedback and requests are
communicated effectively to appropriate personnel in a timely manner
• Customer issues and concerns are resolved efficiently
• Knowledge of communication procedures for customer feedback and requests • Knowledge of organization chart and
roles/responsibilities of company personnel/departments
• Knowledge of escalation procedures and processes
• Knowledge of tracking systems and software
• Ability to summarize/paraphrase information
• Ability to create original documents • Ability to explain concepts and present
technical information
• Ability to use word processing, database tools and presentation software • Ability to be an advocate for customers
within the organization
B9. Manage customer experience and satisfaction through multiple tiers of the escalation process
• Escalation procedures are clearly established and followed
• Problem status is continually monitored for quality indications to assume customer satisfaction
• Customer is effectively informed and updated on problem resolution • Customer acceptance is obtained and
documented
• Knowledge of escalation procedures and processes
• Knowledge of quality indicators relating to customer satisfaction
• Ability to communicate complex technical issues and business implications
• Knowledge of organization chart and roles/ responsibilities of company personnel/ departments
• Ability to be an advocate for customers within the organization
• Ability to explain and present technical concepts and issues
• Ability to evaluate quality and effectiveness of processes
• Ability to identify and resolve customer issues to established and expected levels of service
KEY ACTIVITY
PERFORMANCE INDICATORS
TECHNICAL KNOWLEDGE
EMPLOYABILITY SKILLS
How do we know when the key activity is performed well? Skills, Abilities, Tools SCANS Skills and Foundation Abilities
Technical Support