Graduation: Major Incident Quality Reviews

Graduation: Major Incident Quality Reviews

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Job area
Location
Veghel, Netherlands.
Contract type
Full time
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Assignment type: Graduation assignment

Start date: February 2023

Assignment duration: 6 months

Location: Veghel

Educational Level: Bachelor

Desired study: Industrial Engineering

Language: Dutch or English

Description of the assignment

Customer calamities are the major incidents with high business impact to our customers. The MIM process is designed to pro-actively scale the organization, inform stakeholders and manage the calamity.

Different Service Desks and/or teams have different levels of quality when it comes to performing the Major Incident Management Procedures. We would like to determine an audit that allows us to quantify this (difference in) quality, and allows us to recognize and act upon the findings of this audit. From this a first run and advise for an improvement strategy how to maintain a consistent MIM quality.

The impact of this issue is on a global level, where Major Incidents are being handled. Finding out where exactly the major bottlenecks and root causes are located with regards to handling a Major Incident will prove useful to increase our effectiveness and the quality of our services.

Research question

“How can we audit the qualitative performance of different Service Desk teams when it comes to handling Major Incidents and how can you introduce and advice on an improvement strategy to a consistence MIM quality?”

Description of department

You will become part of the IT and Remote Services department. This team develops, deploys and delivers IT services to (and for) our customer centers. The department consists of Service Consultants, System Architects, IT Project Leaders and IT Service Delivery Engineers and Managers. The Service Deployment Group forms part of the Business Unit Warehouse Solutions, focusing on warehousing in the market segments Fashion, General Merchandise and Food.

The IT and Remote Services department works closely together with our customer centers who are responsible for the customer relation and profit & loss. In addition, you will be working with our Strategy & Solutions and Technology departments on translating business requirements into technical solutions. And with our service desks around the world on the delivery of remote services.

Your responsibilities

  • Design and pilot an audit process for the Major Incident Management tickets that allows us to quantify and compare the service and performance quality of varying Service Desk teams that are involved in handling these Major Incidents.
  • Gather information from various team members involved in Major Incident Management, Service Quality Assurance and Service Desks and work with them to create an audit process.
  • Advise on the implementation and improvement strategy to maintain a consistent MIM quality

Skills

  • Be able to understand and work with business processes and design principles
  • Be able to create a process strategy to raise consistent quality over multiple (international) Service Desks
  • Experience with tools like MS Office for creation of content, like checklist and process documents
  • Good qualification in spoken and written English
  • Able to work independently

Contact

Do you recognize yourself in this challenging profile? Are you looking for an internship in an organization that has been elected as “Best Employer” for years in a row? Please fill out the application form and upload your resume and cover letter. For more information, contact us by e-mail: internship@vanderlande.com or contact Stef Alferink (Campus Recruiter) by phone: +31 (0)413 – 75 50 87.

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