Semana de una Pequeña Flota
A 90-minute, 4-round basic Express simulation for Spanish vocational training (Formacion Profesional, grado medio), module 1206 Entorno normativo…
About this simulation
Simulacion Express de 90 minutos, 4 rondas, nivel avanzado, sobre la jerarquia del conocimiento en una organizacion de servicio: cuanto debe saber la primera linea y cuando debe preguntar, para cursos de diseno organizativo, operaciones de servicio y economia de la empresa.
Termia Confort (fabricante de bombas de calor y calderas, Zaragoza): eres la jefa de operaciones del centro de asistencia tecnica, con 450.000 incidencias al ano entre agentes de primera linea, ingenieros especialistas y visitas de tecnicos.
Decides la formacion de la primera linea, la regla de escalado, el tamano del equipo de especialistas, el canal por el que se les pregunta, la tecnologia (base de conocimiento, copiloto de IA o chatbot) y como se mide el servicio. Se mide el coste por incidencia resuelta, el tiempo medio de resolucion, la resolucion en el primer contacto y los contactos repetidos.
What participants learn
After the session, participants will be able to:
- Weigh frontline training against specialist escalation by comparing what learning costs in every agent with what each escalated problem costs specialists and customers
- Design escalation rules and spans of control, and size the specialist layer from the problems that reach it and the time each one takes
- Evaluate AI copilots and knowledge bases as cheaper knowledge that pushes problem-solving down, spot the deskilling trap and keep a customer-facing bot transparent about being a bot
- Compare phone transfers, tickets, email and a live channel between the layers on specialist time, waiting, repeat contacts and first-contact resolution
- Analyze how handle-time, tickets-closed and satisfaction-only targets distort escalations and repeat contacts, and why audited first-contact resolution measures what the hierarchy is for
Prerequisites
- Spans of control and delegation, and basic queueing: utilisation and waiting
Who it is for
An advanced simulation for participants used to working with the main frameworks and trade-offs of the subject, designed for executive education and experienced professionals.
How a session runs
- The instructor creates a session from the Eureka dashboard and invites the participants.
- Participants play 4 rounds. In each one they submit their decisions and the simulation calculates the results. The first round opens with: Lunes 11 de enero de 2027: qué sabe la primera línea y cuándo escala.
- The simulation can be run in English, Español.
- The instructor follows each participant's progress and results from the dashboard, and uses the class results for the debrief.