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CX TQM Issue

Date of Issue

Duration of Issue

Ongoing

Area of Failure:

Process, Technology, People

Impact

Major

Stakeholders

Facilitator

Adele Diedericks

Stakeholders

Customers

  • IDC

History of Events

  1. Customer onboarding recurring issues encountered with the implementation of the OmniSense solution

  2. During testing and go live phases, the customer has logged multiple complaints regarding the solution

  3. there were delays in the implementation go live

  4. There are integration issues identified which needs urgent resolution

  5. We have identified application bugs in the solution that requires urgent attention

  6. There are networking issues identified at the various branches which causes downtime

  7. All of the above issues called for urgent intervention and resolution in order to retain this new customer

Actions

  • Set Meeting Date 8 July 2024
  • Draft Actions:
  • Integration issues
  • Application bugs
  • Networking issues

Meeting Attendees

Outcomes

Root Cause

Resolution Summary

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