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Zara Policy Mind Map - Coggle Diagram
Zara Policy Mind Map
Policy details
When a ticket comes in or an issue, we will determine the priority of the issue and how it effects our system and other points as below.
I have come up with a scoring system that will help determine the severity and there are 5 sections of points to determine and will have a score of 1-5 1 being a low impact and low priority and 5 being a high impact and high priority.
Firstly the basic functionality of the system. 1 being the system meets basic operating standards or needs but is in need of essential features and 5 the system meets all needs efficiently.
The second point being customer experience and a 1 being there are issues with support due to limits in the system and a 5 being the system meets standards for support and leads to good or positive customer experience.
The third point is reliability where 1 means there are issues and a big impact on reliability and a 5 is there is high functionality and a high reliability.
Lastly, the fourth point is the cost of upgrading. This is fairly easy as a 1 is the cost is too much compared to the amount of benefits and a 5 is the cost is not too much and the benefits to Zara and the system are more than the expenses to upgrade.
The big issue with Zara is the debate of upgrading the system. This scoring system not only looks at upgrading the system but depending on the final score of the points, this policy will determine whether we should make a fix, make an upgrade, or if the system is working properly and is not cause for concern.
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Who is responsible
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More specifically, the Chief Technology Officer would be most responsible to enforce the policy and to measure and make sure the policy continues to work and if not, make changes.
How it will be measured
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See quarterly throughout the year how happy the employees are with the system and rate how the IT department is doing on getting issues resolved.
Purpose of this policy
The purpose of the policy is to have a way to accept, prioritize, and complete requests for IT and determining whether or not to make upgraded or fixes.