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Inaccurate pre-contractuals signed and returned by SEO customers (Multiple…
Inaccurate pre-contractuals signed and returned by SEO customers
Incorrect doc used by processing
Untested version in system
System not linked to single source of truth
SYSTEM LIMITATIONS
Contents of docs not checked
Checking process looks at change in isolation
PROCESS FAILURE
Many stakeholders, marketing, legal, IS
Disjointed workflow Approval
Who checks?
Formal approval by Bus owner?
NO OWNER OF DOC
Multiple version of doc in multiple locations
Constant adhoc change requests
Continuous improvement mindset
Competing demands for change
Almost anyone can demand a change
Have working versions PDF & code
Change request applied to old doc in UAT
PROCESS FAILURE
HUMAN ERROR
Issue identified by LARA (12)
Customer to re-sign
Confusing to customer & loss of trust
CUSTOMER SATISFACTION
Rework required
COST TO INCOME
FTC
Risk
Customer wont sign
EXPOSURE 900K
<ROE
REPUTATION DAMAGE
CAUSE
EVENT
IMPACT