Process Improvement- Final
Name: 


A red asterisk (*) indicates required questions.

  1. What are the 3 most difficult issues that you encountered in Tier 2 process?*
    Lost Stolen Cases (Factory Misdelivery)
    CTO issues
    Returns( OOP process)
    Shipping Escalations
    Promo Replacement
    Others (please specify)


  1. Where are you getting the solutions? *
    Specialist
    SF Solutions
    Team Leads
    CSAT


  1. Rate your level of confidence with handling and resolving the following problem scenarios*
    1 not confident at all
    2 somewhat unconfident
    3 average
    4 good confidence
    5 solid command


  1. Rate your satisfaction level with the process. *
    1 highly dissatisfied
    2 somewhat dissatisfied
    3 neutral
    4 satisfied
    5 highly satisfied


  1. Provide, in brief, an outline of the process steps and what expectations you set with the customer

     Missing shipment
    *


  1. Provide, in brief, an outline of the process steps and what expectations you set with the customer

     Stolen shipment*


  1. Provide, in brief, an outline of the process steps and what expectations you set with the customer.

     Misdelivered to wrong customer*


  1. Provide, in brief, an outline of the process steps and what expectations you set with the customer.

     Damaged in delivery*


  1. Provide, in brief, an outline of the process steps and what expectations you set with the customer.

     Cancellation of a customized order*


  1. Provide, in brief, an outline of the process steps and what expectations you set with the customer.

     Cancellation of a Quick ship item*


  1. Provide, in brief, an outline of the process steps and what expectations you set with the customer.

     Cancellation of a Quick ship item from 3PP-I*


  1. Provide, in brief, an outline of the process steps and what expectations you set with the customer.

     Handling an escalation on a misbuilt custom PC*


  1. Provide, in brief, an outline of the process steps and what expectations you set with the customer.

     Handling an escalation on a Technical Support ticket*


  1. Provide, in brief, an outline of the process steps and what expectations you set with the customer.

     Resolving an AVS decline*


  1. Provide, in brief, an outline of the process steps and what expectations you set with the customer.

     Resolving a PayPal payment concern.*


  1. Provide, in brief, an outline of the process steps and what expectations you set with the customer.

     Resolving a BML payment concern.*


  1. Provide, in brief, an outline of the process steps and what expectations you set with the customer.

     Requesting a Return to Shipper.*


  1. Provide, in brief, an outline of the process steps and what expectations you set with the customer.

     Validating a price match request above your limit.*


  1. Provide, in brief, an outline of the process steps and what expectations you set with the customer.

     Missing part on an STO*


  1. Provide, in brief, an outline of the process steps and what expectations you set with the customer.

     Missing part on a CTO*


  1. Provide, in brief, an outline of the process steps and what expectations you set with the customer.

     Missing part on a 3PP item*


  1. Provide, in brief, an outline of the process steps and what expectations you set with the customer.

     Shipping address error*


  1. Provide, in brief, an outline of the process steps and what expectations you set with the customer.

     Shipping method change*





HP HHO Program
Boise, ID