The Lifting Equipment Engineers Association (LEEA) is encouraging any member in the world to send in any technical question they may have by email to: firstname.lastname@example.org. This is the first port of call for the LEEA Technical Triage system, which aims to deliver a final resolution to a question within 48 hours.
LEEA has been fine-tuning the helpful Technical Triage system to better monitor and control the technical support it provides to members.
All LEEA staff have been allocated responsibilities under the Triage. For many this will simply mean ensuring that they forward any technical queries to the Technical Assistant. He will then log the query onto the system.
So what is LEEA trying to do with the Technical Triage? At the most basic level, the Triage will improve and expand the way that Frequently Asked Questions are dealt with. It is vital that questions get the right answers quickly. There is also an opportunity for LEEA to extract greater value from the Triage given that it is a direct connection to the association’s members and their challenges.
For example, LEEA can monitor industrial issues as well as identify any training requirements and shortfalls in standards, legislation, LEEA Guidance and industrial practices. With this greater awareness and knowledge, LEEA can commence the improvement process.
Importantly, the Triage will also maintain a single LEEA interpretation of legislation, standards and industrial best practice, while enabling the LEEA team to focus technical resources on the critical problems.
Then there are a number of beneficial housekeeping improvements. These include LEEA keeping documented records of all advice given through the Triage, which enables performance to be reviewed, leading to improvement in response time and the quality of responses to members.
Through the data compiled, LEEA can measure a variety of useful statistics such as: queries received by LEEA from the industry; technical queries received by LEEA and responses given; responses sent within / longer than 48 hours; the Industrial sectors and / or location of queries; issues requiring new guidance or industry practices for example; and new additions to FAQs.
This means LEEA can provide feedback to the membership and, in the process, highlight a significant part of what association does. Members can expect reports containing a number of valuable statistics, including: technical queries received and responses sent; responses sent within 48 hours; questions requiring new guidance or changes / clarity to industry practices; and technical queries from specific geographical areas.
“To gain a more accurate picture of industry issues we need all members to use the Technical Triage system,” said Ben Dobbs, Head of Technical Services at LEEA. “We encourage members to send all technical queries in by email to email@example.com as the first port of call for the Triage system. This is vital for members seeking answers to their questions, because LEEA cannot support advice and guidance if the question is not logged in the Triage system.”
LEEA members can send their technical queries to firstname.lastname@example.org.