Improving the Interns Service Engineers Productivity in JSC "NVBS

JSC "NVBS" is a Russian company that provides outsourcing services to large mobile operators, the key partner of the company is Beeline. The company connects and serves the subscribers of the operators. Currently, the organization can not cope with the increasing demand for Internet connection. The company has a problem with the low productivity of service engineers ' interns. Service engineers are the main asset of NVBS, these employees perform all the work for end customers. First of all, the company incurs financial losses. The organization does not have time to fulfill all incoming requests because of this, Internet service providers charge fines from "NVBS" for non-fulfillment of their obligations. End customers do not get the right service on time and because of this, their loyalty to the companies decreases. The inability to meet all the resulting demand of end customers is reflected in the partnership with mobile operators. In addition, the company has a constant turnover of trainee service engineers and already experienced engineers. If the company's problem is not solved, there may be a personnel crisis. The purpose of the work is to develop recommendations to eliminate the root causes of the problem of low productivity of trainees of service engineers. To achieve the goal, the following tasks are set: to review the company and its activities; to clarify the problem; to identify the root causes of the problem; to analyze the problematic process of training interns; to develop recommendations for eliminating the root causes of the problem. The article discusses the company's operational processes for training service engineer trainees. The study is based on an unusual method of collecting information and finding the root causes of the problem. The researcher incognito got a job in the company as a service engineer. From my own personal experience, I was able to study all the processes that service engineers encounter and study their work. This method of research allowed us to find the root causes of the problems of NVBS. Based on the information received and various methods and tools of lean production, key recommendations were formed for NVBS to improve the training process for trainees, the imperfection of which is the root cause of the problem.