During my last internship at company XYZ, I was part of the technical support team. One of my daily tasks was to provide technical support to customers by mail and telephone. When customers sent emails to our technical support email address, they were forwarded to multiple parties. Emails were sent to the Head Office technical support team, the Asia technical support team, the CEO and the Operations Manager. Emails were delivered this way so that the quality and response time of technical support emails could be monitored by administration. The nature of most problems was complex; as a result, several emails were sent before the problem could be identified and diagnosed. Since emails were sent to half a dozen inboxes, there was often confusion over who should respond to which emails. Although many attempts have been made to resolve this problem, they have all failed. There was no solution that would work all the time because employees would be unavailable due to illness, vacations, emergencies, etc. The goal of the process is to provide customers with the highest quality of service. Step # Description of process step (action performed) Resources used (inputs) Artifacts produced (outputs)1 Customer email is received by our main server Electricity An email in the main support inbox technical2 The customer's email address is forwarded to everyone on the Electrical technical support distribution list The customer's email is now delivered to the technical support team and the administrative team3 The Technical support team determines who should respond to the email based on how responsibilities have been distributed. Time Emails/phone calls are made to determine who is responsible...... middle of paper. .....this result is more error prone• Not all members of the administrative team are kept informed and are not able to closely monitor staff activities. Conclusion: This is a great solution as it saves staff time and ultimately saves money. company money. Additionally, this allows the company to meet quality standards. The main challenge is choosing an administrative team member who is familiar with the company's goals and technical support issues. In order to implement the RCA described above, an additional resource is required. The most important artifact is to create a document describing the standard of technical support that XYZ Company wishes to maintain. This document should be detailed and should include answers to common problems. This document will allow the supervisor and technical support team to respond to emails with confidence.