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Knowledge sharing Setup AT/WAW (Knowledge base What kind of information…
Knowledge sharing Setup AT/WAW
Knowledge base
What kind of information is available?
Working instructions:
Needed to be reviewed.
Process focused --> Ex: Process the full onboarding of the merchant of all tools. Full of screenshots of systems.
Mainly focus on basic cases. Exceptions needed to be added. --> have been updated on these extra.
Still some exceptional cases left. --> Some exception in emails.
PDF
Not all exceptions are added to PDF.
No other training material
Training Material: NA
Manual applications: NA
Knowledge sharing
How is information shared 'F2F'?
Knowledge sharing session
BO: Once every day of every two days a call to ask questions. Similar solutions were in onboarding --> Went well, but most things were solved on the spot for for ex a contract it cannot wait. Mainly via email.
Case specific questions.
Sometimes communication between Sales and onboarding is missing regarding new products! --> After this they write email to sales department --> Ex: Introduction of Mastercard debit: Suddenly received contract with direct debit. Asked onboarding team if they know about it if they do not know they look further.
Sth for urgent cases or knowledge sharing they used to have a meeting.
Initial training to start nearshoring (onsite in AT)
Start 1 year ago:
Ongoing different processes
More complex processes in a later stage
Hanidng over feels not finished yet. This is as there is no capacity to transfer new processes.
Ex: months ago as soon as backlog was gone they received some new tasks.
No overview of processes transferred and still to be transferred.
Training approach:
BO WAW weekly visited AT and performed work shadowing.
Transfer took couple of months with different people going back and forth.
Almost all team has been to Vienna.
Currently there are new colleagues who did not receive onsite training, only in WAW.
New colleagues receive their info from the same team. 2 weeks in training department. --> see onboarding
Workshadowing, no special trainer
Follow up training
Currently there is no time for follow up trainings.
Could be a need to have this. For questions that rise during work. Maybe 1 or 2 months.
Onboarding for new joiners
Training of 2 weeks
Onboarding team 1 or 2 days extra for AT. As AT is specific.
Channels
Sharepoint: working instructions
Email
Skype
Shared drive containing the work instructions. Sometimes accessed
Ownership/responsibility
Working instructions --> What they do with
Responsible for knowledge sharing
WAW
AT
Key users
PASS
SCS
SAGE
Process owners
Not clear --> To be discussed in next call with Alexander.
Knowledge sharing Setup/BO AT/WAW
Ownership/responsibility
Responsible for knowledge sharing
WAW
AT
Key users
PASS
SCS
SAGE
Process owners
Knowledge base
What kind of information is available?
Working instructions
No other training material
Training Material: NA
Manual applications: NA
Knowledge sharing
How is information shared 'F2F'?
Knowledge sharing session
Initial training to start nearshoring (onsite in AT)
Follow up training
Onboarding for new joiners
Channels
Sharepoint: working instructions
Email
Skype
Shared drive