Figure 2 below shows the Kano model detailing customer satisfaction based on user needs as well as the relationship between the two variables.
Two options are to be followed as a solution to the high number of support tickets. A short term and long-term solution. The short term will address Focal points in the business functions, the establishment of user groups throughout all the modules in the ERP arena as well as training through e-Learning packages developed by Adobe Captivate as a quick fix.
The long-term solution will require the adoption of Robotic Process Automation to address complex Reports as Peura (2018) showed the possibility of this for Information Technology Service Management (ITSM). Willcocks (2015) suggests that RPA should be utilized to assist in the back office and in our example, they can be employed to assist with support ticket assignment. Furthermore, business process changes as directed by Jeal (2005) due to the sheer size of the equivalent Information Management System and lastly, Design Thinking and Prototyping.
Figure 2: The original Kano model as depicted in Berger (1993) and validated by Sauerwein (1996) showing the link between the three distinct types of requirements.
Madzík (2018) shows the flaws and restrictions of the Kano model and thus makes it more useful. The application of this theory ties in with the current innovative problem-solving theory which indicates that an iterative approach adds value to the customer or user faster than the traditional Waterfall method.
Figure 3: The interpreted Kano model based on realistic industry practices.
The ITIL Process in use dictates linear timelines and thus, contrasts with what is shown in Figure 3 above. This is my own personal interpretation of the Kano model in reality.
References
Peura, P., 2018. Robotic Process Automation Concept for Service Management.
Willcocks, L. L. (2015. ). The IT function and robotic process automation.
Jeal, Y., 2005. Re‐engineering customer services: University of Salford information services division. New library world.
Berger, C., Blauth, R. and Boger, D., 1993. Kanos Methods For Understanding Customer-Defind Quality.
Sauerwein, E., Bailom, F., Matzler, K. and Hinterhuber, H.H., 1996, February. The Kano model: How to delight your customers. In International working seminar on production economics (Vol. 1, No. 4, pp. 313-327).
Madzík, P. a. (2018). Validation of product quality through graphical interpretation of the Kano model: An explorative study. International Journal of Quality & Reliability Management, Vol. 35 No. 9, , pp. 1956-1975. https://doi.org/10.1108.