Solution Architecture Foundations

ANSWERS TO REVIEW QUESTIONS AND POINTERS FOR ACTIVITIES

CHAPTER 1

ANSWERS TO REVIEW QUESTIONS

1. (b)2. (c)3. (c)4. (a)

POINTERS FOR ACTIVITIES

Activity 1.1 (section 1.4.3)

Improve customer service:

• Specific: customers receive the help they need whenever they need it 24/7.
• Measurable: requests are acknowledged immediately with an answer or action plan, zero complaints, customer satisfaction rating from poor (current) to very good, records of all to be kept and reported to management.
• Actionable: systems, processes, staff, client communication details and possibly other aspects of dealing with customers can be changed.
• Realistic: other comparable organisations already achieve better results in this area, so it is possible; however, the changes ...