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Management - Coggle Diagram
Management
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Done - Time to send initial response , scheduled mail
a) IM areas to work
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e) SDX 1.0 integrate with Completions, EAM (not getting any cases)
f) Review SAs filed ( to see that articles are linked/filed or update checklists or documents) - Pradeep
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Support Objectives
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Revision History (either within the document or through SharePoint) is updated each calendar year showing at least that the document has been reviewed.
Develop approach for measuring process effectiveness.
Check how Support groups are doing this through internal audits
Limit Cases that are over 30 days old.
Keep overall product cases to under 30 days from open to closure as best as possible.
Ensure Service Level Objective (SLO) Targets are met on assignment time.
Keep the assignment time for incoming cases in the range as shown in our SLO’s on maintenance agreements.
Minimize the overall time to Development Item Linkage.
Continue to track the overall time to linking to a defect on support cases to maximize the speed while continuing quality.
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