TechSupportCo, a provider of IT support and managed services, aims to enhance the efficiency of its service request handling process. Despite having a $12-$hour resolution target for high$-$priority service requests, the actual handling time often exceeds this target, leading to customer dissatisfaction and internal inefficiencies. A recent review identified several factors contributing to delays and inconsistent service levels:

Although the company aimed to resolve high$-$priority requests within $12$ hours, there were no explicit criteria on handling requests outside regular working hours or including breaks and lunch periods in the resolution time calculation.

Customers frequently submit requests after working hours, resulting in requests being processed the next business day, contributing to extended resolution times.

Service requests often come with multiple attachments or detailed instructions that require separate processing steps, increasing the total handling time.

Requests submitted by customers are sometimes in different formats or file types, leading to compatibility issues and additional processing time.

Some requests are complex and involve multiple departments, requiring additional coordination and communication, which further delays resolution.

Not all requests can be handled using the standard procedure; some require escalation to senior technicians or specialized teams.

Operators handling service requests often juggle multiple tasks, including high$-$priority requests and routine maintenance activities, which affects the timely completion of service requests.

Training for new operators has primarily focused on simple, routine tasks, leaving them unprepared for handling more complex service requests.

Assignment:

Create a cause$-$and$-$effect diagram based on the scenario described. Identify the primary causes of delays in the IT service request handling process and provide recommendations for improvement. Submit your work to D$2$L in Word or PDF format.

Instructions:

Your cause$-$and$-$effect diagram should:

Clearly categorize and display all potential causes of delays.

Include specific examples or scenarios th$$t illustrate each cause.