3. Assign Accountability

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Business Owners are held accountable for Issues originating in their business unit. They are automatically assigned to an Issue by the Issue categorization. The cost of an Issue represents the operational cost being caused by that issue. The score is a customer satisfaction defect measurement related to the Issue. Those two values very simply build an accountability to get the Issues resolved at its origin.

To collect more structured information from Customer Facing Representatives regarding the Issue, the Business Owner can use the built-in survey mechanism to create and execute surveys within a few minutes intuitively. For the solution process, the Business Owner assigns a Solution Owner to the Issue.

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