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Resolver Guide - SSE
HEADLINE: As a Resolver you will provide a vital link between departments
This document is based on SSE’s ‘ABC Resolver Guide’ which was produced by Amanda and Dominic in Portsmouth in early 2006. It describes the existing paper based process and is intended to give an overview of the Resolver process as it currently stands within SSE.
You can read the paper further down on this page, or access the paper (PDF) in Google Drive, here.
Title: Resolver Guide - SSE - VISION
Topic: Resolver
Keywords: resolver, process, diagnosis, fix, customer, satisfaction, issues, promise, commitment
Type: not yet specified
Date produced: 2006
The role of the Resolver is built around promises – making a promise to the customer is very important. Without this, no-one, including you, will have any expectations. The first promise will be made by whoever is raising the Resolver Form. This needs to be a strong, time bounded promise – this may surprise the customer as it is something they are not expecting.
The critical role of a Resolver is explained with an example of how the Resolver role was implemented in a project with SSE:
As a Resolver you will provide a vital link between departments within SSE, third parties and the customer. Issues will be passed to you when there has been a breakdown of communication either within SSE or involving these third parties. The customer has at this stage been let down in the service they have received and further action needs to be taken to resolve their issue quickly and efficiently.
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