unclemel77845
New Member
- Reaction score
- 5
- Location
- Texas
We would have our technicians to be really meticulous in documenting everything that they did step by step from start to finish on each ticket. We were then able to create SOP documents from this information. Our ticketing software would allow for tagging issues and matching them to other clients with the same issue or frequent fliers with recurring problems. When we noticed trending issues that kept coming up, we would meet as a team with the techs and engineers and discuss them and review the SOP and see if there was any revisions needed to it to reduce the number of instances that crept up. The biggest key that we found for the knowledge transfer for us was keeping active communication going amongst the teams on a frequent basis.
