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					EDS/Loudcloud                                                                                       200 – Service Excellence




                                                              LOUDCLOUD


                                            Process Document




                                           Service Excellence




Owning Group: Business Office / Service Excellence

Document Number: 200

Version 1.0


Change History
Maintains a record of changes to this document.
Rev #      Date          Author                   Section                              Nature of Change
1.0     11/01/02     C. Spear         Entire Document       Initial Process creation
EDS/Loudcloud                                                                                                                                                  200 – Service Excellence

Table of Contents
I. Process Definition .............................................................................................................................................................................. 3
II.  Title/Role Assignment ................................................................................................................................................................... 4
III. Additional Resources ..................................................................................................................................................................... 5
IV.  Notes .............................................................................................................................................................................................. 5
V.   Process Flow Chart ........................................................................................................................................................................ 6
EDS/Loudcloud                                                                                          200 – Service Excellence


I.     Process Definition
 1.    DEFINITION _______________________________________________________________________________________
       This process is used to outline the stakeholder names and roles involved around the bi-weekly Service Excellence calls with
       Tom Egan. The Service Excellence call meeting protocols & processes are already well documented under the Service
       Excellence website.

       BENEFITS
       Benefits of this process include:
           Provides an overall view of the various roles & responsibilities & tasks for preparing for and conducting the bi-
                weekly Service Excellence call.
 2.    SCOPE _____________________________________________________________________________________________
       The process begins with the Client-Facing Loudcloud leaders entering the Service Excellence dashboard for updates. This
       process ends with completion of the bi-weekly Service excellence call and associated minutes/actions items.

       INTERFACES

       This process interfaces with the following:

       Systems
            Service Excellence website.
            EDS Loudcloud Remedy system.
            Accounts Receivable system.

       Organizations

           OPERATIONS SOLUTIONS (Douglas Frederick)

                OS GLOBAL OPERATIONS SOLUTIONS (Leisa Hart)

                OS GOSD SYSTEMS MGMT (Tom Egan)
                   WEB HOSTING OPERATIONS LC (Chris Wheaton)

                OS CENTRALIZED SYS SERVICES (Jeff Kelly)
                   CSS WEB HOSTING APPS (Larry Lozon)
                      AUTOMATED WEB HOSTING SERVICES (Steve Lapekas)
                      OPSWARE INTEGRATION ENGINEERING (Jamie Erbes)

                EIT (Terry Milholland)
EDS/Loudcloud                                                                                                               200 – Service Excellence
           Inputs/Tools/Outputs
Description: This table is used to identify the inputs and outputs of the process as well as the tools used to convert inputs to outputs.

Inputs                        Tools                                                                                      Outputs
LC Remedy                     Service Excellence Dashboard:                                                              Added, deleted, modified client
information.                  https://serviceexcellence.eds.com/dashboard/                                               profiles.
                              Service Excellence dash board instructions:                                                Updated client comments.
                              https://serviceexcellence.eds.com/overview.html
                              Dashboard Ratings Guidelines:
                              https://serviceexcellence.eds.com/dashboard_rating.html
                              Dashboard comments guidelines:
                              https://serviceexcellence.eds.com/dashboard_comment.html
                              Symptom/Sub-symptom Listing:
                              https://serviceexcellence.eds.com/downloads/Service_Excellence_Sympto
                              m_List.xls
                              Action Plan instructions:                                                                  Completed and linked action plans.
                              https://serviceexcellence.eds.com/downloads/Service_Excellence_Action
                              _Plans.doc
                              Action Plan template:
                              https://serviceexcellence.eds.com/dashboard/Templates/Client%20Survey
                              %20Action%20Plan%20Template.doc
Days outstanding              Days Invoice Outstanding Process:                                                          Updated days invoice outstanding.
report.                       https://serviceexcellence.eds.com/downloads/SXD_AccountsReceivableP
                              rocess_v2.ppt
                              Days Invoice Outstanding Action Plan
                              https://serviceexcellence.eds.com/downloads/DIO_ActionPlans.doc
                              Days Invoice Outstanding Action Plan template
                              Note: use same URL as “Action Plan template”


II.       Title/Role Assignment
Resource Role            Person performing                          Role Description
Client - Facing          Account Mangers:                           Responsible for adding, deleting, modifying client profiles.
Executive (CFE)          Dudek, Donna                               Responsible for entering and updating client comments.
                         Frick, Andrew                              Responsible to review Days Invoice Outstanding entered by finance team and to
                         Gundersen, Suzanne                         ensure information is current and accurate.
                         Mudimbe, Daniel                            Responsible for completing actions plans and linking them to the dashboard.
                         Oyama, Katherine                           Responsible to attend and participate in bi-weekly Service Excellence calls.
                         Webb, Jeffrey
                         Service Delivery Executives:
                         Johnston, Scott (LC Ops)
                         Wheaton, Chris (LC Ops)
                         Palomina, Joe (Opsware Practice)
                         Lozon, Larry (Service Line)
                         Client Executives:
                         Hart, Leisa
                         Egan, Tom
                         Kelly, Jeff
LC Finance               <researching>                              Responsible to update Days Invoice Outstanding.
Support
Service                  Andrew Knosp (until load is                Responsible to coordinate bi-weekly Service Excellence call (confirm phone#,
Excellence               complete)                                  room, agenda, minutes).
Region                   Tracy Gilman (when load is                 Coordinates guest speakers.
Coordinator              complete)
Service                  Tom Egan (I believe there is a             Leads the discussion for the Service Excellence calls.
Excellence Global        replacement for him for the
Operations Lead          calls?)
EDS/Loudcloud                                                                                        200 – Service Excellence

III. Additional Resources
Description                        URL
Service Excellence contacts (for   https://serviceexcellence.eds.com/contactsfeedback.html
help):
About Service Excellence:          https://serviceexcellence.eds.com/overview.html
Service Excellence dashboard       https://serviceexcellence.eds.com/WebHelp/Service_Excellence_Dashboard_Tutorial.htm
tutorial:
Service Excellence printable       https://serviceexcellence.eds.com/downloads/dashboardmanual.doc
manual



IV. Notes
<none>
EDS/Loudcloud                                                                                                                                           200 – Service Excellence

V.                                         Process Flow Chart
Description: The graphical representation between the activities within a stage and the organizational structure that is ultimately responsible for carrying out the step.

                                                                                                               EDS / Loudcloud
                                                                                                       Process #200 - Service Excellence



                                                                                                                                                      3.2                                                                      4.0
                                                       1.0                            3.0                             3.1                                                               3.3
                                                                                                                                             Review Days Invoice                                                     Enter or update action
                                                  Access Service             Add / Modify / Review             Enter or update                                                  Enter or update
                                                                                                                                             Outstanding (updated                                                    plans based on RED
                                                    Excellence                  client profiles            Dashboard ratings (by                                             Dashboard comments
    CFE (Client-Facing Executive)




                                                                                                                                             by Finance). Ensure                                                       & YELLOW rated
                                                 Dashboard website                                          client) for all clients.                                        (by client) for all clients.
                                                                                                                                             information is current                                                          clients
                                                                                                                                                 and accurate.

                                                                                                                             Read Manual for detailed instructions                     Reference webpage for
                                                            Client-Facing Preparation Phase:
                                                                                                                              on required fields of information for                instruction for Completing Days
                                              Should be completed a 1-2 days prior to Service Excellence Call.
                                                                                                                                         client profiles                          Invoice Outstanding Action Plan


                                                                                                                          5.0
                                                                                                                                                                     6.0
                                                                                    4.0                           Review & initiatie                                                              7.0                          8.0
                                                       6.0                                                                                                   Prepare (mentally)
                                                                              Publish updated                        BVF Critical                                                           Partipate in bi-             Follow-up on
                                               Link action plan(s)                                                                                             for bi-weekly
                                                                               information to                     Response Process                                                          weekly Service              assigned Action
                                                 to Dashboard                                                                                                Service Excellence
                                                                                Dashboard.                          for RED rated                                                           Excellence call                  Itemsl
                                                                                                                                                                     call
                                                                                                                        clients
                      LC Finance Support




                                                         X.4
                                               Enter or update Days
                                                Invoice Outstanding
                                                  (by client) for all
                                              clients through Service                This is an automated
                                                                                              feed                     Finance preparation phase: Should be completed a minimum of 3-4
                                                 Excellence website
                                                                                                                                     days prior to Service Excellence Call.
    Service Excellence Region




                                                                                               X.12
                                                        X.0
                                                                                         Publish meeting
           Coordinator




                                                    Coordinate
                                                                                         meeting minutes
                                                Service Excellence
                                                                                          w/associated
                                                  bi-weekly calls
                                                                                          action items
    Service Excellence Global
    Operations Lead - Region




                                                      X.11
                                                  Lead Service
                                              Excellence Region call

				
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