BA595_Research Proposal

BA595_Research Proposal - Technical Support Service 1...

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Unformatted text preview: Technical Support Service 1 Running head: TECHNICAL SUPPORT SERVICE Technical Support Service – Organization and Operations Texas A&M University-Commerce BA 595 Technical Support Service 2 Introduction BroadHop Inc. is a small telecommunications and networking software company that provides policy management and AAA (Authentication, Authorization, and Accounting) servers to internet service providers across the world. BroadHop Inc. is based in Denver, CO, but its customer base is spread in all seven continents. To sell and install its product, BroadHop sends its engineers to customer sites from its Denver office. Once the product is deployed and is in production, BroadHop is also responsible for maintaining and supporting it. Any issues with the product need to be resolved within a few hours for critical issues, and five days for non-critical issues. Currently, most of the support work is being handled by deployment engineers who are constantly travelling or in the U.S. Meeting the support deadlines has been very difficult for the company because customers are not all located in one geographic region. Even when engineers are not travelling, most of them reside in the U. S. and due to the difference in the time zone it is hard to provide service during non business hours. It is also having difficulty sending engineers to customer sites for warranty and support work within the agreed time due to long international travel. Due to delays in support work, customers are hesitating to buy new products and demanding better service. BroadHop’s board members have approved a small budget to start a dedicated support organization. They have to utilize this budget to provide three shifts of engineers, seven days a week, throughout the year, including all holidays. This research study is to help them analyze and find an effective way to start and operate an around the clock support organization to meet and exceed customer expectations. Technical Support Service 3 Review of Related Literature The technical support function of an organization is critical to successful sales operations (Ferguson, Higgins, & Phillips, 1993). Besides selling quality products and services, the after service and quality of the technical support provided to customers differentiates a company from its competitors (Wolf, Alpert, Vergo, Kozakov, & Doganata, 2004). Technical support service is an important factor and “plays a key role in any production process” (Zigler & Torres, 2007, p. 736). Though, the after sale support services are a huge financial burden on small companies and decreases profitability (Wolf et al., 2004), for highly technical companies, providing technical support service is not only a competitive factor in sales, but also a potential source of income (Das, 2003)....
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BA595_Research Proposal - Technical Support Service 1...

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