GSC Delivery Excellence Programs WBT

The GSC Delivery Excellence Programs WBT provides an overview of the four important initiatives in the TS Efficiency program: Diagnosis Process, Customer Self Repair, ISEE, and eSupport. Together these four programs make up the Global Delivery Excellence organization. Their scope and their purpose are to improve HP's ability to efficiently and effectively deliver service while enhancing the customer's Total Customer Experience (TCE). This training has been developed to provide GSC agents with a foundational overview of these four programs.

After completing this course, you should be able to:

• Describe the importance of the Diagnosis Process to HP customers, HP and explain the agent's role and responsibilities for successful problem diagnosis.
• Explain DAPU and Remote Resolve initiatives, how they work, and what they provide to the customer and HP.
• Describe the Customer Self Repair initiative, the benefits to HP customers and the agent's role in educating customers about CSR.
• Identify ISEE capabilities and how a GSC agent interacts and is involved with ISEE.
• Explain eSupport, what it provides to the customer and its role in the future of customer support. Provide insight into the overall correlation between associated and GSC's expectations of agents.

Primary Audience:

• GSC Level 1 Support Engineers
• GSC Level 1.5 Support Engineers (including mentors, coaches, etc.)

Secondary Audience:

• Field Engineers
• GCC Level 2 Support Engineers
• Management of GSC and GCC Organization

• GSC employee who have completed new hire curriculum which includes product technical training, tools, processes, and professional skills training.
• CSR specific training is presently provided in TTT by regional CSR Leads and is not a prerequisite but can be preceding this joint module.
• Diagnosis Process, CSR, ISEE and eSupport specific training can either precede or follow this WBT.

Approximately two hours