How to write the work order analysis report? Analysis report is what many people engaged in market development are trying to understand, whether it is the product demand feedback from users or the potential demand for work order analysis and refining. As a person who focuses on the market, he must create a perfect analysis report from multiple angles. Let me teach you how to write a work order analysis report!
Work order analysis report 1 how to write it?
Analysis and classification: requirements, bugs, built clauses, clauses to be built, typical problems, supplementary explanations, clauses to be modified, and read.
Analyze the problem types: requirements, bugs, basic functions, advanced, data problems, and professional consultation.
The purpose of analyzing work orders: How to analyze work orders?
Case exercise
Work order analysis mainly provides comprehensive data support for product operation tracking analysis, product problems and user feedback suggestions collection, typical problem set sorting and analysis, and Bo Wei Encyclopedia entry maintenance and creation.
Analytical principle
1. Analysis object: the main products currently running.
2. The analysis amount of the work order shall not be less than 75% of the total work order, and the effective analysis amount shall not be less than 45% of the total analysis amount. Among them, the effective analysis amount is not less than 45% of the total analysis amount.
3. Among them, the effective analysis quantity refers to the number of work orders entered in the remarks field according to the standard in the question remarks box (excluding the work orders that have been read).
4. Directly analyze "customer problems" and "solutions" for simple problems, and fully listen to telephone recordings or watch online conversations for complex problems to ensure the quality of effective analysis.
In principle, it is required to complete the work order analysis of the previous working day on the same day. Special circumstances can not be completed on time, the extension is not more than a week, to ensure the timeliness of the problem. Complete the analysis of all work orders of the month as required on 26th of each month.
Question remarks
1. Defines the key fields of work order problems, which is convenient for screening and statistics. Unify six standards, namely, typical problems, requirements, bugs, clauses to be built, built clauses and supplementary explanations.
2. Typical problems: special and typical user problems need to collect typical problem sets and organize internal learning.
3. Demand: the product demand fed back by users, or the potential demand refined by work order analysis.
4. Bugs: product bugs fed back by users, or bugs found by work order analysis.
5. Entries to be built: user questions and product update functions not included in Bo Wei Encyclopedia.
6. Established terminology: The terminology included in Bo Wei Encyclopedia can be consulted.
7. Items to be modified: If the query of items is inconvenient and the explanation of items is incorrect or incomplete, please indicate "Items to be improved … Items" in the problem analysis column.
8. Supplementary explanation: In addition to the above situations, supplementary explanation is needed for the solution to the work order problem.
9. Reading: no analysis content, blank question comments.
problem analysis
1. Analysis scope: basic functions, advanced functions, installation and registration, data problems, professional consultation, user requirements, software bugs, engineering repair and other problem types, and other problem types are analyzed as appropriate.
Step 2 Analyze the content
According to the user's problems, as the source and basis of typical problems, needs, bugs, Bo Wei Encyclopedia and other materials. The analysis content is described around the following points:
Matters needing attention in answering questions;
Focus of analysis;
Provide correct or better solutions;
Name of the established entry.
The name of the entry to build.
Demand ID number
Problem communication
1. If the service personnel are found to have errors, they should communicate with the service personnel in time to correct them and request to call back the user.
2. If the solution is not the optimal solution, but it does not affect users, notify the service personnel in time to ensure the implementation of the optimal solution for subsequent services.
3. Communication is based on the attitude of being responsible to users and aiming at providing the service level of the department.
How to Write Work Order Analysis Report 2 Industry Analysis? Give a general description of the present situation of the whole industry and pay attention to the living environment of our company from this overall perspective.
Event analysis. Express your views on some important things in the industry, so that some trends in the industry can be presented through the analysis of events.
Demand analysis. It is also necessary to conduct in-depth analysis of demand, understand the changes of demand, understand the group characteristics of demand, and some relationships between demand and products and other related factors.
Enterprise dynamics. Talk about your own enterprise dynamics, the dynamics of enterprises in the industry, and feel a direction of change from your own and others' enterprises.
Around new products. Evaluate the new products in the industry, so as to better present some trends of the products and make a pertinent evaluation of the progress and shortcomings of the products.
Trend outlook. Predict the trend of the whole industry and give important factual basis, so that enterprises can make preparations as early as possible and seize important opportunities.
The theme is the main part of the analysis report, generally writing the main situation, practice, experience or problems of investigation and analysis. If the content is much and the length is long, it is best to divide it into several parts, and each part has a subtitle; If it is difficult to summarize its contents in words, the sequence code can be used to indicate the order. The main part has the following four basic architectural forms.
(1) formula. This structure is often used to describe the results of multi-angle and multi-sided analysis of things, and it is the embodiment of multi-directional thinking in the layout of articles. Its characteristics are wide business scope and broad generalization.
(2) Step by step. This structure is mainly used to show the deepening understanding of things, and it is the embodiment of convergent thinking in the layout of the article. Its characteristic is that its business scope is not wide, but it is deeply explored.
(3) Three stages. The main part consists of three sections: current situation; Reason; Countermeasures. Such three segments are three levels, so it is called three-segment structure.
(4) comprehensive. The main part is integrated with the above-mentioned various structural forms and is comprehensive. For example, use "narrative structure" to write "status quo" in "three-segment structure"; Write a hierarchy in "hierarchical structure" with "three-stage structure"; Write a "sub-narrative structure" of a certain aspect with "total score structure", and so on.
How to Write Work Order Analysis Report 3 Work Order System Requirements Analysis
This paper focuses on the demand analysis of the work order system, mainly introducing the reasons and value of the work order system, the customer scene requirements that the work order system meets, and the composition functions of the work order system. Finally, two work order systems in the market are briefly introduced.
What is a work order system?
Enterprises in the Internet, software and traditional power and telecommunications industries hope to better understand customers' voices and deal with customers' inquiries and problems in time. They usually set up a customer service center to provide customer service assistance through online customer service and telephone. However, some problems that can't be handled in time, such as system bugs, line maintenance, customer demand feedback, etc., need to be handled by the corresponding business departments, or recorded for easy tracking and follow-up, resulting in the demand for work order system.
If an enterprise lacks a work order system, its customer service may face:
1. Irregular problem handling process leads to information confusion: customer service faces multi-channel problems of external customers, suppliers, agents and other roles, but lacks recording, classification, diversion and tracking.
2. Internal collaboration confusion: once cross-departmental collaboration issues are involved, information incompatibility leads to repeated communication and work, and the problem handling efficiency is low;
3. Management confusion: Managers cannot quantitatively analyze the quality of customer service and evaluate the efficiency of employees.
These three problems will ultimately affect the quality of customer service.
Based on this, the core value of the work order system is to deal with customer problems more efficiently at the customer service level, and ultimately improve customer satisfaction.
2. Customer scenario requirements met by the work order system
Customer Scenario Requirements of Work Order System
Customer service personnel are the people who use the work order system the most. Their main tasks in the work order system are to complete the work order entry, work order tracking, work order delivery and work order reply operations, so as to ensure that customer problems are solved in a standardized process. Secondly, the record of information is convenient for customers and business people to inquire. After a period of time, managers can grasp the quality of customer service by looking at the data processed by work orders.
Three. Function composition of work order system
The role of the work order system mainly includes customers, customer service personnel, business personnel and management personnel. Users submit the work order through the application of the scene, fill in the work order information according to the preset content, pass it to the corresponding service departments and personnel through the preset processes and rules, and complete the work order after reply and processing. After that, managers can make statistics and analysis of each work order for different customers, departments and service personnel, which is the core structure of the work order system.
On the basis of the core architecture, adding various capabilities can improve the efficiency of problem handling. For example, a trigger can send an e-mail notification to the customer after the customer service adds comments and changes the status of the work order, without separate notification; The auto-dispatching tool allows the work orders submitted by customers to be distributed to customer service according to certain rules, without the need for administrators to actively collect or distribute them. The following is the functional structure of the complete work order system:
Function composition of work order system
This architecture is organized according to the order of problems, and the node is the distribution of problems to designated customer service, which distinguishes three stages: before problems occur, during problems processing and after problems processing.
Before the problem arises.
Data initialization: Different enterprises have different work order processing specifications, which leads to a high demand for customization in the work order system. Work order template, work order classification, labels, department information and other information need to be customized to meet the actual situation of the enterprise. The ability of data initialization determines the personalization ability of the work order system.
Create a work order: there are two ways to create a work order: 1. Customer service and customer initiative. 2. Automatically create. Active creation is the basic ability, and the ability of automatic creation can help customer service reduce the work of creating work orders. For example, after a customer complains and gives feedback in an email or online customer service, the system will automatically create a work order to improve the efficiency of problem handling and customer satisfaction.
Work order circulation: the work order will be handled by a specific customer service or salesman. At this time, you need to use the work order circulation function, which is divided into manual circulation and automatic circulation. Manual transfer is a basic ability, and automatic transfer ability is used to automatically create work orders or automatically transfer them to others when working overtime.
This problem is being dealt with.
Basic tools: basic tools determine the processing capacity of work orders, such as modifying basic fields such as priority, type and handler of work orders, adding notes, attachments and remarks to work orders, and associating work orders, which is convenient for handling a class of problems.
Batch processing operation: the main users of the work order system are customer service personnel, so how the customer service personnel handle the work order directly affects the efficiency of the system. The purpose of batch processing tools is to solidify high-frequency repetitive work and reduce processing time. Batch tools include: filters, batch operations, macros:
Filtering: Work order filtering is a series of saved filtering conditions, which are used to classify and manage work orders, so that customer service can quickly view all work orders that meet the filtering conditions.
After creating the filter, the main processing interface can quickly view the work order.
Create filter
Batch operation: batch operation is to perform one task on multiple work orders at a time, such as batch reply and transfer, to improve processing efficiency.
Batch operation
Macro: Macro (also called preset work order reply) is equivalent to the reply template of work order, which can reduce the time for agents to edit and input repeatedly, thus improving the work order processing efficiency.
Automation tools: The core goal of the work order system is to deal with customer problems faster, so if there are automation tools, it can reduce manual access, trigger processing tasks under certain conditions, save manpower and improve efficiency. Automation tools include triggers and SLA service levels.
Trigger: The trigger task can automatically complete work order transfer, reminder, change and other operations when a work order is created or updated. For example, when a customer reminds a work order and is a customer in the agent category, the priority of the work order increases.
trigger
SLA service level: In order to standardize the service standard of customer service and ensure the service target, the response and completion time requirements can be set accurately through the SL service level setting, and the unqualified work orders trigger reminders.
Create SLA rules
After the problem is solved
Statistical report: the user of statistical report is the administrator, and the customer service quality of the enterprise can be grasped by viewing the data such as the number of work orders created, the processing time of work orders and the number of reminders.
statistics
Satisfaction Survey: The goal of the work order system is to improve the satisfaction of customer service. The satisfaction survey tool allows customers to rate the customer service of the enterprise after the problem is solved, and the enterprise can understand the quality of customer service and the matters needing improvement according to the satisfaction survey.
Knowledge base: If the products of an enterprise are complex and the quality of customer service staff is uneven, in order to ensure the quality and efficiency of efficient customer service reply, the enterprise can establish a knowledge base of scenario questions and common functions, from which customer service staff can learn before and after dealing with the problems.
Four. competing product
1. Netease Seven Fish
Slogan: efficient, professional and systematic, leading the era of user orders.
Core value: 1. Seamless circulation improves the efficiency of inter-departmental coordination. 2. Real-time reminder that information must arrive. 3. Multi-dimensional search work order, quick retrieval.
Perfect function: Netease Seven Fish has invested heavily in circulation and automatic processing, focusing on internal and inter-departmental cooperation, but there is still room for improvement in the automatic creation of work orders and the basic ability of work orders, which is suitable for enterprises that pay more attention to internal cooperation.
Perfect function
UI and interaction: The interface design of Netease Seven Fish is relatively neat, with less redundant information, friendly system prompts, standardized interactive operation and simple and easy to use as a whole.
Trigger list
Work order details
2. Zentest support
Slogan: Zendest Support is a very simple system for tracking, prioritizing and solving customer support problems.
Core value: 1. Strong configuration ability to meet complex business needs; 2. Agents can also use it; 3. Customer feedback from all channels is gathered in the background, and the places where work orders need to be created are personalized; 4. Be able to interact with customers; 5. Perfect reporting system helps enterprises to measure the quality of customer service.
Perfect function: Zendest has very strong support, its basic ability can support complex business, it has efficient problem creation and processing tools, and it is also equipped with corresponding automation tools, and its knowledge base can also be provided for customers to find by themselves, thus achieving the effect of help center.
Perfect function
UI and interaction: Zendest supports friendly interaction, bright and clean design, rich interactive components, not only the basic input box and drop-down box, but also the experience is close to C-end products.
Work order details
Summary: The work order system standardizes the processing flow of customer problems and configures corresponding batch and automatic processing tools, which ultimately improves the processing efficiency and customer experience of customer problems. The main users of the work order system are the customer service personnel of the enterprise, who generally record and track the customer's questions after receiving them online and by telephone. The work order system has two cores. One is the functional richness of the work order itself, such as customizing the work order template, customizing the department, and commenting on the work order. The function richness of the work order itself supports the business. Second, tools to improve work order processing efficiency, such as batch work order processing, automatic circulation and trigger tools, can reduce manual operation and solve problems in time.