Process Mapping Workshop for Diagnostics

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Process Mapping and Diagnostics Design workshop in progress

Process Mapping Workshop for Diagnostics Design

Before building lots of diagnostics scripts for repairs, or enquiries, Housing Associations need to plan.  A process mapping workshop helps teams discover how existing policies and processes can be mapped onto a set of diagnostics scripts. Which is not always an easy thing to do, but help is at hand.

Omfax consultants offer workshops to help produce a visual map of all call handling procedures. This incorporates Keyfax functions to design an intelligent Repairs or Enquiries Diagnostic script.

Omfax’s role in the process mapping workshop is ‘facilitator’, guiding everyone through mapping organisational processes, and applying best practices. We will also highlight how Keyfax can enhance a process.

Sometimes the different service areas have little understanding of procedures in the customer centre. Often these workshops have provided ‘light bulb’ moments, and led to a realisation that better communication between service areas is needed.

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Suggested Attendees & Approach

The group should remain small and include subject matter experts (SMEs) and if possible, decision makers.

  • Omfax representative
  • Customer Project Manager
  • Service Area SME/decision maker:       Surveyor, Neighbourhood manager
  • Contact Centre SME/decision maker:   Head of Customer Services, Team Leader/CS Advisor.

We follow the same phased approach throughout

  1. Mindset & Theory  – This helps the participants understand Keyfax’s capabilities, and provides visual ideas of the workshop goals.
  2. Collect – We gather all the information for the structure and (importantly) the content of the diagnostics.
  3. Create – We produce a visual map of the service centres procedures, and use Keyfax to make them more efficient.
  4. Commit –  We take our mapped processes and agree a plan for building and maintaining the diagnostic scripts.

Participants complete the workshop with visual maps of all of their customer service processes. In addition, they will have tangible next steps and expectations for implementing the diagnostics scripts.

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Results of a process mapping workshop - a diagnostics design for a damaged fence post repair script, showing selection of the right Schedule of Rates (or SOR) codes


What our clients say about Keyfax

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Keyfax ticked all the boxes for us. One of the biggest attractions was that it would integrate seamlessly with our existing housing management system, MIS Active-H.

Mandy Holian Previously Customer Service Contact Manager, Bromford Living

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