IT Service System Improvement – 4 onsites

4/Onsite

Each IT staff member commits to spending at least 4 hours at a Zingerman’s business. We rotate every week among five locations – Deli & Catering, ATS & ZHouse (ZingTrain, ZingNet, DSE), Roadhouse, Bakehouse & Creamery, Mail Order & Coffee. While out there we make ourselves available, we attend huddles, inspect and clean the machines, and offer direct on-the-spot technical support to anyone in the area. We ask questions, build relationships and trust, and get to know the routines of the businesses.

Bringing IT to the People: We realize that many staff members are very busy and may not be able to immediately email or phone IT when they encounter technical problems. Now there’s always an IT person in the area, so even the tiniest concerns get addressed. Just being around lets ‘cobbers know we’re here for them.

Report/Measure: We report on our on-sites during our weekly huddles. We share what we learned and document problems we’ve encountered and their solutions.

Better Interactions: The 4 on-sites let us give a higher level of service and a personal touch to our interactions with our customers. We found that our customers appreciate our presence and the full attention we are able to provide.