For any organization with a services and repairs aspect to their business, detecting and diagnosing the issue quickly and accurately is an important business metric. Be it to save costs or improve customer experience. One of the hallmarks of great servicing is “getting it right the first time” in terms of detecting and diagnosing the issue. If the issue is detected quickly and accurately, it helps both the customer and the organization in multiple ways like better customer experience (improving Net-Promoter Score), the reduced turnaround time for the technician, reduced cost of servicing for the company. While building the hark engine, we have been talking to technicians and subject matter experts in the field of servicing and figured that the biggest challenge for the technicians is to figure out what exactly is wrong with the machine i.e quick diagnosis by perhaps doing an RCA (root cause analysis) which becomes a very important aspect for them during the process of fixing the issue at hand. Organizations that establish technology-driven measurements and processes in solving issues can better analyze the problems and come out with faster and long-lasting solutions. These initiatives directly impact building a quality-driven culture in the company. For any enterprise, Improving quality is a cycle therefore it is imperative for them that they keep applying the principles for continuous improvement and improve their overall quality of service. We believe that the Novolytics Hark Engine is that tool that can help technician teams in “getting it right the first time” and be part of building a continuously improving “quality-centric” culture. If you are a technician working in the services and repair industry, give us a shout-out, we are happy to explore how we can help you in noise-based diagnostics automation and give you the tech edge!
By Haritash
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