Appliance warehouse case Module 4 – Week 5
Requirements Gathering Interview
List of people to interview:
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Rhonda Patel
Lisa Shields
Jake Meyers
Liam Henson
Mark Robles
Lee Wong
Emily Johns
Joey Booker
Questionnaires
List of Possible risk for the service department
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Not enough technicians to attend the service calls.
Parts are not available when the service is scheduled.
Technicians are not trained to perform the services.
Appointment setting system is down.
Technicians are scheduled so that they have a big travel time to go from one place to
another.
My suggestion is to write at least 10 questions per person prior to the meeting.
Rhonda Patel
 When would you order the parts required for the service?
 How would you identify the parts required?
 What if the part required is not available to order?
 Try different vendors.
 Call the customer and reschedule.
 Hope that the part would be available to order soon.
 What will you do if the parts ordered does not work?
 How will you verify if the parts are available in the warehouse?
 How will you keep track of the inventory?
 Are there alternate parts available that would work to solve the problem?
o Lisa Shields, Jake Meyers
 How do you schedule the appointments?
 What will you do if the technician is not available on the day of the
appointment?
 How do you determine which technician to schedule for the service?
 How do you inform the customer of the scheduled appointment?
 Email
 Phone Call
 Text message
How do you keep the customer informed on the scheduled day of when the
technician will arrive?
 How would you handle a client cancelling or requesting to postpone their
appointments?
 How do you order the customers so that the technicians do not waste too
much time traveling?
 How long does it take for the technicians to service the different types of
issues?
 What are the time slots available for the technicians to work?
 What strategies would you employ to ensure we get our clients to secure
appointments?
Liam Henson, Mark Robles, Lee Wong
 How will you identify which parts are required for the service?
 What will you do if you are not available on the day of the service?
 What will you do if you are taking a longer time to perform the service which
will cause delay for other scheduled services for the day?
 How do you train to service the existing and the new appliances?
 What would you do if the replacement part does not solve the problem?
 Inform the customer that it will be rescheduled later at some time
 Check with the Appointment Setters and reschedule immediately
 How many service calls can you attend in a day?
 Less than 3
 3 to 5
 6 to 8
 9 or more
Emily Johns
 What would you do if the service appointment scheduling system is down?
 How will you identify the number of technicians required?
 How will you identify the number of Appointment Setters required?
 What would you do if the appointments are set incorrectly?
 What would you do if one of the technicians falls sick and does not report to
work?
 Call a temporary technician.
 Inform the customer and reschedule.
 Ask some other technician to cover the job.
 What would you do if the parts are not available for the service?
 What would you do if Rhonda Patel goes on a long vacation?
Joey Booker
 How will you select the technicians to hire?
 How will you ensure that the technicians are well trained?
 How will you select the appointment setters to hire?
 What are the skills required of a technician?
 What are the skills required of an appointment setter?
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What is the minimum qualification for a technician?
 High School diploma
 Undergraduate
 Postgraduate