The Lifting Equipment Engineers Association (LEEA) has fine-tuned its Technical Triage system, which aims to resolve questions within 48 hours.
“We encourage members to send all technical queries in by email to firstname.lastname@example.org as the first port of call for the triage system,” said Ben Dobbs, head of technical services at LEEA.
“This is vital for members seeking answers to their questions, because LEEA cannot support advice and guidance if the question is not logged in the triage system.”
Technical Triage will improve and expand the way that frequently asked questions are dealt with, LEEA said. The system will also provide an opportunity for LEEA to learn more about its members and the challenges they face,
Examples include the possibility of monitoring industry issues; identifying training requirements; and spotting shortfalls in standards, legislation, LEEA guidance and industrial practices. “With this greater awareness and knowledge, LEEA can commence the improvement process,” the association said.
The system will also maintain a single LEEA interpretation of legislation, standards and industrial best practice, while enabling the LEEA team to focus technical resources on the most critical problems.
Members will receive reports containing data such as the number of technical queries received and responses sent; responses sent within 48 hours; questions requiring new guidance or changes to industry practices; and technical queries from specific geographical areas.
“To gain a more accurate picture of industry issues we need all members to use the Technical Triage system,” Dobbs pointed out.