During my last stint at XYZ Company, I was part of the Technical Support Team. One of my daily duties was to provide customers with technical support via mail and telephone. When customers sent emails to our tech support email address, they were forwarded to multiple parties. The emails were forwarded to the technical support team at headquarters, the technical support team in Asia, the CEO and the head of operations. Emails were forwarded this way so that the quality and response times of technical support emails could be monitored by administration. The nature of most problems was complicated; as a result, several emails were sent back and forth before the problem could be located and diagnosed. Since emails were delivered to half a dozen inboxes, there was often confusion over who was supposed to respond to which emails. Although there have been many attempts to address this problem, they have all failed. There was no solution that would always work because employees would be unavailable due to illness, vacation, emergencies, etc. The goal of the process is to provide customers with the highest quality of service. Step no. Process step Description (action performed) Resources used (input) Artifacts produced (output)1 The customer's email is received by our main server Electricity An email in the main technical support mailbox2 The address and -Customer email is forwarded to all users in the Electricity Technical Support distribution list The customer email is now delivered to the Technical Support team and Administrative team3 The Technical Support team determines who should respond to the emails based on how responsibilities have been divided Time Emails/phone calls are made to determine who responds… middle of paper . .....a result is more prone to errors• All members of the administrative team are not kept in the loop and are not able to closely monitor staff activitiesConclusion: This is a great solution because it saves staff time and in the end it also saves the company's money work. It also allows the company to maintain quality standards. The main challenge is choosing an administrative team member who is familiar with business objectives and technical support issues. To implement the RCA described above, an additional resource is required. The most important element is the creation of a document that will outline the standard of technical support that Company XYZ wishes to maintain. This document should be detailed and include answers to common problems. This document will allow your supervisor and technical support team to confidently respond to emails.