Steps

help desk
representative solving issue
help desk
customer calls
customer calls
customer calls
customer calls
customer calls
customer calls
searching
customer calls

Functions
representative picks the call
one representative cannnot give correct resolution
reperesentative lifts the call
call routed to another representative
credentials verification
representative takes the call
representaive handles the call
no representative to handle the call
customer calls
checks issue in database
no representative to handle the call

Failure mode
Effect of failure
call cannot be connected
cannot contact representative
Transfers the call
resolution not worked
puts in hold
customer needs to wait
takes long time to respond and hangs up
customer needs to wait
wrong credentials
provide credentials again
takes long time to respond
customer need to wait
improper behaviour
customer not satisfied
no response
call ended
cannot get through
customer not satisfied
cannot find issue
customer waiting
The Internet connection to a specific rep is uncustomer cannot contact

Severity rating

Potential cause of failure

2 network connection problem
2 new employee
3 more calls to handle
5 engaged with the primary call
4 mistake of spellings or numbers
5 representative might be new to organization
6 might be new to profession
4 maintaince of server
5 network problem on either sides
6 may be the database is not updated
5 poor internet in virtual help desk

occurance rating
2
2
3
3
4
2
4
2
2
5
6

possible means of detection

failure of network
fail of resolution
more time in engage
waiting of customer in call
cannot find in database
recognized during the call
recognized during the call
when customer calls
while reviewing
while searching for issue
while customer calls

Detection rating

Risk Priority Number(RPN)

2
1
1
1
1
2
1
4
4
2
3

8
4
9
15
16
20
24
32
40
60
90

PREVENTAIVE ACTIONS TO BE TAKEN

customer needs to re dail.
best training should be given to employees.
more number of employees should be employeed.
more number of employees should be employeed
need to enter details again.
representatives should be trained properly
experienced employees should be hired.
mainatance of server should not take a long time
locations should have properconnections
database should be updated in regular intervals
internet connection in virtual helpdesk should be high