Issue-to-Resolution at its highest level is the coordinated approach to unearthing, assessing, and making sure the right people can resolve a potential problem or inquiry quickly and effectively. Documenting the issue-to-resolution process helps the organization track who is responsible, provide a framework for solving the issue, and monitoring when it is resolved. Additionally, many issue-to-resolution processes also include the systematic analysis of issues for product or process improvements, and as part of their lessons learned management.
A common struggle for any end-to-end process management is identifying the right measures that encapsulate the value of the process.
This Excel file includes the lists of processes and phases associated with the Issue-to-Resolution End-to-End process. It is a general list of items within the end-to-end process. Given the uniqueness of organizations, variations to the processes are likely to occur; thus, this list is a starting point and/or reference guide for organizations to use when creating their end-to-end processes.