Serice Innovation: Ticket Take-Down

Using Mail Order’s award winning Code Red Knockdown as our guide, IT has started Ticket Take-Down.

During our Friday huddles we record the number of tickets still open at the end of the week (EOW) on our DOR board. In the past we would then review and discuss these tickets, but lately we’ve fallen out of this practice.

So, really, this is a re-norming for the IT department. We review EOW tickets and brainstorm ideas and create action steps, in order to help solve long-term or recurring issues. When actions are taken, or solutions implemented we follow up with the user and then discuss the effectiveness of our actions at the next huddle.

It’s only been a week since we started Ticket Take-Down, so it’s hard to fully gauge how well it’s working for us. However, I can say that reviewing EOW tickets again on Fridays makes coming back to them on Monday much easier.