o Debido a la pandemia de COVID-19 Webhelp Espantildea tomoacute
medidas para tratar de minimizar la interrupcioacuten de sus
operaciones al tiempo que garantizoacute la seguridad y el
bienestar de nuestro personal y aseguroacute la prestacioacuten de
servicios para nuestros clientes
Objetivos
Garantizar la salud y seguridad de los empleados
Asegurarse de que el negocio continuara sin interrupciones
importantes
Colaboracioacuten con nuestros clientes para fortalecer el partnership
Hub principal
Oficinas adicionales
Barcelona
Mallorca
Valencia
Maacutelaga
Copyright copy 2020 All rights reserved 4
PLANIFICACIOacuteN ndashEQUIPO
bull 2 Puntos de Contacto por cada sitio a excepcioacuten de Maacutelaga Mallorca Sant Cugat Puerto Rico en los que solo habiacutea 1 asignado
bull Funciones clavebull Mantenerse actualizado con los protocolos especiacuteficos del grupo y regionesbull Asegurarse de que el sitio cumpliera con todas las recomendaciones de
higienebull Estar familiarizado con el plan de contingencia en caso de sospecha de
infeccioacuten en el sitio o planta
Diagonal
Roc Boronat
Ausias March
Pamplona
Mas Blau
Mediatic
22 Building
Marina
Tanger
Sant CugatPuerto Rico USA
Puntos de contactoEstructura del equipo BCP
La funcioacuten clave del Equipo de Gestioacuten Ejecutiva de BCP fue coordinar con todos los Departamentos Operaciones y Clientes relevantes para evaluar la situacioacuten real y desplegar acciones para asegurar la prestacioacuten del servicio
Equipo de gestioacuten ejecutiva del BCP
RRHH
IT
FINANZAS
LOGIacuteSTICA
FORMACIOacuteN
LEGAL
OPERACIONES CLIENTES
COMUNICACIOacuteN
Copyright copy 2020 All rights reserved 5
PLANIFICACIOacuteN ndashTIMELINE DE ACCIONES MIGRACIOacuteN A TELETRABAJO
En el momento en que el Gobierno espantildeol acotaba la posibilidad de una declaracioacuten de estado de emergencia el Departamento de IT ya estaba configurando la conexioacuten VPN para todas las estaciones de trabajo Esto provocoacute que al momento de declararse el Estado de Emergencia maacutes del 56 de los empleados ya trabajaba en casa y el resto de ellos fueron enviados paulatinamente a casa durante la primera semana de confinamiento alcanzando ya el 85 en solo 3 diacuteas
Comentarios
Copyright copy 2020 All rights reserved 6
PLANIFICACIOacuteN ndashTIMELINE DE ACCIONES MESES POSTERIORES
Comunicaciones
Engagement empleados
Abril
Planificacioacuten regreso a oficinas
Mayo Junio Julio Agosto Septiembre
Engagement clientes
bull Encuesta sobre el teletrabajo para los
empleados de Webhelp Espantildea
bull Encuesta de satisfaccioacuten con la gestioacuten durante el COVID-19 a todos los empleados del Grupo
bull Reuniones de emergencia con los clientes para revisar budget staffing acuerdos contractuales etc
bull Reuniones con los clientes para coordinar la vuelta a la oficina
bull Encuesta anual de satisfaccioacuten de clientes con preguntas especiacuteficas sobre COVID-19
bull Definicioacuten del modelo hiacutebrido de trabajo Entrevistas por todo el Grupo
bull Apertura generalizada de oficinas (otras sedes)
Definicioacuten y adecuacioacuten de los distintos protocolos
bull Cambios de poliacutetica de viajes y de reuniones
bull Actualizaciones de los protocolos del grupobull Consejos de prevencioacuten (emails y carteleriacutea) Lavado de manos uso de gel hidroalcohoacutelico rdquoWebhelp Hellordquo saludos alternativos coacutemo actuar en caso de tener siacutentomas tips para limitar la transmisioacuten del virus consejos para un mejor uso de las mascarillas tips para los que llevan gafas y mascarillas consejos para guardar las mascarillashellipbull Comunicaciones semanales de Direccioacuten a toda la plantilla de empleadosbullDiarios de Cuarentena- Paacutegina especial en la intranet corporativa para compartir fotos y viacutedeos de coacutemo los empleados viven el confinamientobull Strongertogether - Campantildea de actividades diarias en Instagram Stories en su mayoriacutea realizadas por empleados para hacer el confinamiento maacutes ameno a otros Webhelpersbull Campantildea Haacutebitos Saludables Webhealth Nutricioacuten durante el confinamiento tips de mindfulness ejercicios en casa fitness challengehellip
Copyright copy 2020 All rights reserved 7
GARANTIZANDO LA ENTREGA DEL SERVICIO ndashPROTOCOLOS
Consolidacioacuten de oficinasTodos los edificios principales de Barcelona fueron cerrados a excepcioacuten de algunas plantas del edificio principal de Diagonal
Retorno a la oficinaInstrucciones especiacuteficas para los empleados que se encontraban enfermos o de vacaciones en el inicio del confinamiento
Poliacuteticas de prohibicioacuten de viajesInstrucciones sobre la prohibicioacuten de viajar para los paiacuteses afectados y para quienes viajaron alliacute recientemente
Empleados que siguieron trabajando en la oficinaInstrucciones para aquellos empleados que no pudieron trabajar en casa (por no tener espacio o conectividad informaacutetica)
Procedimiento para el trabajo desde casaUn documento obligatorio que tuvieron que firmar todos los empleados que trabajaraacuten desde casa
Revisioacuten del contrato de clientesRevisioacuten del contrato para comprobar la Claacuteusula de Fuerza Mayor Acontecimientos imprevistos
Formulario de declaracioacuten de salud del visitanteEn caso de visitas externas a nuestro edificio
Debido a la naturaleza especiacutefica del Desastre COVID-19 se crearon protocolos y procedimientos corporativos para todos los empleados de la
empresa asegurando que la seguridad de los empleados esteacute garantizada y que los negocios puedan avanzar de acuerdo con la ley La mayoriacutea de ellos
son documentos obligatorios debido a la declaracioacuten del estado de emergencia en Espantildea
Copyright copy 2020 All rights reserved 8
GARANTIZANDO LA ENTREGA DEL SERVICIO ndashIT
Configuracioacuten gradual de maacutes de 3500 estaciones de trabajo
(primer piloto del 10 despueacutes del eacutexito implementacioacuten
completa)
Instrucciones operativas para configurar Avaya One X y Cisco
VPN
Revisioacuten del nuacutemero de licencias adquiridas
Anaacutelisis de riesgo de Seguridad
Trabajo en la solucioacuten VDI de Microsoft Azure para estar listo
en caso de que los proveedores no entregaran ninguacuten equipo
nuevo
Debido a la raacutepida expansioacuten del COVID19 en Espantildea y a los rumores
sobre un posible confinamiento por parte del gobierno el piloto inicial
definido en el plan del proyecto no se pudo realizar por lo que el equipo
BCP decidioacute realizar un despliegue completo en su lugar
Planificacioacuten y roadmap de la implementacioacuten Despliegue
Inicio de la configuracioacuten
de los Perfiles VPN para
todos los proyectos El
equipo de IT configuroacute
manualmente todas las
estaciones de trabajo
(alrededor de 3500) El
equipo de BCP decidiriacutea
coacutemo enviar a casa a
todos los empleados
Comenzamos a
enviar a casa a todos
los empleados
Ya un 56 de los
empleados comenzaba la
semana laboral en casa
Monitoreo constante del
uso de la conexioacuten VPN y
el uso de la CPU e
informe a los miembros
del equipo BCP
Tickettool bajo entorno seguro
de nuevo
Hitos clave del despliegue
10 MARZO
13 MARZO
16 MARZO
23 MARZO
Project plan
inicial para la
configuracioacuten de
las estaciones
de trabajo
Organizacioacuten del soporte remoto
Procedimiento para controlar
las estaciones de trabajo
reales en casa
Creacioacuten del archivo de control de preparacioacuten de IT HBE para
rastrear a los usuarios y equipos listos para trabajar desde casa
Las operaciones tuvieron que informar a TI sobre el personal que
trabajaba desde casa
Creacioacuten de la liacutenea de soporte telefoacutenico remoto
URL puacuteblica temporal de Tickettool y cuentas
administrativas locales para acelerar la instalacioacuten del
software requerido
A
Copyright copy 2020 All rights reserved 9
GARANTIZANDO LA ENTREGA DEL SERVICIO ndashRELACIOacuteN CON EL CLIENTE
Webhelp notificoacute a sus clientes sobre la implementacioacuten del BCP
Algunos clientes apoyaron los proyectos enviando laptops a sus agentes
Webhelp dando soporte a las tareas relacionadas con el proyecto (por ejemplo
escaladas cambio de procedimientos)
Desactivacioacuten de algunos canales de contacto como Phone y Chat
Implementacioacuten de nuevos proyectos de forma remota
Plan de formacioacuten inicial y onboarding para nuevo proyecto (170 agentes) de forma
remota
bull Programas con protocolos de seguridad especiacuteficos (por ejemplo PCI y poliacuteticas de
seguridad propiedad del cliente)
bull Programas que trabajan con herramientas propiedad del cliente
bull Clientes afectados internamente por la Declaracioacuten de Estado de Emergencia
espantildeola
bull Implementacioacuten de nuevos programas durante el COVID19
Desafiacuteos
Acciones
Ejemplo de colaboracioacuten con uno de los clientes
maacutes antiguos
Copyright copy 2020 All rights reserved 10
GARANTIZANDO LA ENTREGA DEL SERVICIO ndashOPERACIONES Y PERSONAL
Microsoft Teams Talent Train Para la comunicacioacuten interna en los programas (Managers y agentes) Reuniones de equipo formaciones y seguimientos y gestioacuten de los
programas Control interno para la logiacutestica y control de los dispositivos que se
encuentran actualmente en casa Formaciones online a traveacutes de Talent Train
Grupo de Whatsapp de Managers Directores Con el fin de brindar un mejor soporte y un tiempo de respuesta maacutes
raacutepido se creoacute un Grupo de WhatsApp para Managers Directores
WISE Intranet de la empresa para anuncios e instrucciones corporativos Encuesta para evaluar las condiciones de seguridad y salud al
realizar el trabajo desde casa
Foco en las prioridades Asegurar que los agentes tengan conectividad y acceso Garantizar la comunicacioacuten regular con todos los Webhelpers Reforzar la estructura de WFM (monitoreo en tiempo real etc) Entrega de material en base a resultados de encuestas peticiones
etc
Formacioacuten La puesta en marcha de una cuenta grande coincide
con el estado de emergencia iquestCoacutemo pueden impartir formacioacuten antes de la puesta en marcha
iquestCoacutemo garantizaremos la formacioacuten continua
Comunicacioacuten Coacutemo se comunicaraacuten los Managers entre siacute coacutemo se
tomaraacuten las decisiones y coacutemo se les informaraacute Coacutemo se comunicaraacuten los equipos entre siacute
Entorno de trabajo iquestCoacutemo se asegura la empresa de que los empleados
tengan el entorno laboral adecuado en casa
Performance y Calidad iquestCoacutemo podraacuten Team Managers y los Supervisores
gestionar sus equipos de forma remota iquestCoacutemo pueden controlar el desempentildeo de sus
agentes iquestCoacutemo se motivaraacute a los agentes
Desafiacuteos Acciones
Copyright copy 2020 All rights reserved 11
CUIDADO DE NUESTROS WEBHELPERS
Mails semanales de nuestra Presidenta
Todos los lunes nuestra presidenta enviacutea un email con actualizaciones sobre nuestras actividades y palabras de aliento
StrongerTogether Campantildea de Instagram
Protocolos de vuelta a la oficina
Video con las medidas de seguridad posters infografiacutea enviada por mail recordatorios por mail y RRSS
Testimonios en video
Primeras impresiones de los compantildeeros que fueron regresando a las oficinas
Consejos de salud
Emails de WebHEALTHenviados dos veces por semana Actividades especiales por el diacutea mundial del Yoga
Se creoacute un video recap de todas las actividades que compartimos durante el confinamiento en webhelpspain y strongertogether
Copyright copy 2020 All rights reserved 12
CUIDADO DE NUESTROS WEBHELPERS ndashACTIVIDADES EN CASA
Actividades
Club del libro
Trabajando con mascotas
Reuniones virtuales
Recetas de cocina
Juegos
Copyright copy 2020 All rights reserved
CUIDADO DE NUESTROS WEBHELPERS
Plan de comunicaciones durante la crisis del COVID-19
Nuestro Departamento de Comunicacioacuten establecioacute la tipologiacutea y frecuencia de las comunicaciones internas en estrecha colaboracioacuten con los headquarters del Grupo compartiendo materiales y contenidos para su aplicacioacuten en otras regiones
13
Copyright copy 2020 All rights reserved
CUIDADO DE NUESTROS WEBHELPERS
Regalo de agradecimiento a todos los Webhelpers en Espantildea
Todos nuestros empleados recibieron un detalle en sus casas y oficinas para agradecerles por su compromiso y trabajo duro porque juntos logramos la milla extra
Estos son algunos de los mensajes de agradecimiento que compartieron con nosotros
14
Formacioacuten
Copyright copy 2020 All rights reserved 15
CUIDADO DE NUESTROS WEBHELPERS ndashSOPORTE CORPORATIVO
bull Comunicacioacuten de formaciones online
bull Formacioacuten y Coaching virtual
bull Microsoft Teams
bull Formaciones online PIMEC
bull Mejores praacutecticas de coacutemo trabajar desde casa (preparadas por uno de los
proyectos que ya trabajaba en casa anteriormente)
bull Material de formacioacuten del Centro of Excelencia de Webhelp incluyendo
bull Problemas teacutecnicos coacutemo restablecer mis contrasentildeas la clave para el
uso de Avaya desde Pc menuacute desplegable de VPN etc
bull Gestioacuten de equipo coacutemo hacer una sesioacuten 1 a 1 de forma remota
coacutemo mantener los liacutemites del equipo etc
bull Actitudes especiacuteficas para el trabajo desde casa lo que se debe y no
se debe hacer
Salud
bull Actualizaciones de protocolo para viajar en zonas afectadas o cuando se
regresara recientemente de una de las zonas afectadas (por ejemplo Italia)
bull Aplicacioacuten meacutedica para consultas privadas por teleacutefono
bull Protocolo sobre coacutemo tratar de forma general el COVID19
bull El protocolo actualiza coacutemo comportarse en caso de que los empleados
tuvieran siacutentomas
bull Ademaacutes se envioacute una encuesta de evaluacioacuten del Ministerio del Interior a los
gerentes y al personal para evaluar sus condiciones laborales actuales en el
hogar
Copyright copy 2020 All rights reserved 16
CUIDADO DE NUESTROS WEBHELPERS ndashACTIVIDADES EN CASA
Actividades
Club del libro
Trabajando con mascotas
Reuniones virtuales
Recetas de cocina
Juegos
Copyright copy 2020 All rights reserved 17
CUIDADO DE NUESTROS WEBHELPERS ndashRESULTADOS
Resultados de la encuesta especiacutefica sobre teletrabajo
En el mes de mayo realizamos a nuestros Webhelpers en Espantildea una encuesta para saber el grado de satisfaccioacuten con la transicioacuten al teletrabajo Un 73 de los encuestados no habiacutea realizado nunca teletrabajo antes de la crisis
90
SE SENTIacuteAN MOTIVADOS
TRABAJANDO DESDE CASA
86
SATIFACCIOacuteN CON EL EQUILIBRIO ENTRE EL TELETRABAJO Y VIDA
FAMILIAR
88
SATISFACCIOacuteN CON LA RESPUESTA DE WEBHELP ANTE LA
CRISIS
94
SE SENTIacuteAN SEGUROS DE PODER HACER SU TRABAJO DE FORMA
REMOTA
Un 65 de los empleados indicaron que no tuvieron problemas teacutecnicos durante el confinamiento
Un 44 de los empleados indicaron que no tuvieron grandes desafiacuteos a la hora de teletrabajar De los que siacute tuvieron un 21 indicaron problemas de conectividad
Un 80 de los empleados consideraron uacutetiles los consejos sobre teletrabajo enviados regularmente
La satisfaccioacuten global con el teletrabajo durante el confinamiento fue del 88
30NPS
El NPS en la uacuteltima encuesta de empleados
2019 fue de -140 ndash no lo recomendariacutea en absoluto
10 ndash lo recomendariacutea
totalmente
Copyright copy 2020 All rights reserved 18
CUIDADO DE NUESTROS WEBHELPERS ndashRESULTADOS
Resultados de la encuesta global de Webhelp sobre COVID-19
En el mes de junio todas las regiones de Webhelp completamos una encuesta complementaria a la anterior donde se analizaba la situacioacuten del teletrabajo y se preguntaba ademaacutes por futuras preferencias de jornada
Copyright copy 2020 All rights reserved 19
CUIDADO DE NUESTROS WEBHELPERS ndashRESULTADOS
Resultados de la encuesta global de Webhelp sobre COVID-19
Pmd llamadas contestadasSep amp Oct 2019 (antes de peakseason)
Niveles de servicio
Copyright copy 2020 All rights reserved 21
SERVICIO ndashANAacuteLISIS DE DATOS
Calidad
Muestreo de 18 de nuestros proyectos que usan la
herramienta de monitorizacioacuten corporativa
Si bien durante la crisis el volumen de escuchas
descendioacute a niveles similares de periodos de peak
season la calidad se mantuvo
Copyright copy 2020 All rights reserved 22
SERVICIO ndashFEEDBACK DE CLIENTES
ldquoThank you for sharing the informationWe are glad that current measures taken areworking out so far and there are nointerruptions of service for PUMA customersChallenges will remain to ensure efficiencyand quality ndash with the high dedication of thesupervisors and project management Irsquomconfident that we can jointly manage thesituationrdquo
ldquoFirstly a very large round of applause andwell done from our JDE UK Leadership interms of the amazing turnaround in gettingall Agents set up to work from home at thatshort notice and ensuring continuity ofCustomer Service to our UK amp Irelandconsumers 128522128522rdquo
Nuestros clientes quedaronsatisfechos con laimplementacioacuten de las medidas laimplicacioacuten colaboracioacuten de todoslos empleados y los resultadosobtenidos A continuacioacuten algunosde los comentarios recibidos
ldquoWell done and ldquothank yourdquo to you and all ofthe Webhelp team in regard to thepreparations for home working It was a hugejob with little impact to us I spoke with Marcyesterday and he said that people in the teamswere mostly positive and super helpful I thinkI understand more that most people the effortsinvolved in making this happen so I am sopleased wi2th the reaction and actions fromyou and the teamrdquo
Otros comentarios positivos recibidos de los siguientes clientes
bull Satisfecho con la raacutepida respuesta deWebhelp
bull Satisfecho de poder mantener lasoperaciones en curso
bull Mostrando apoyo al BCPbull Satisfecho con la colaboracioacuten con todos
los departamentos e IT
Copyright copy 2020 All rights reserved 23
SERVICIO ndashRESULTADOS
A nivel de grupo el grado medio desatisfaccioacuten de nuestros clientes ha subido5 puntos con respecto a la anteriorencuesta (Q4 2019) En la regioacuten deEspantildea la satisfaccioacuten general es algoinferior a la del grupo (81) pero encambio la satisfaccioacuten con la gestioacuten delCOVID-19 es superior (88 comparado con83)
Copyright copy 2020 All rights reserved 24
PLAN DE REGRESO
Desde el momento en que nos confinaron estamos trabajando en disentildear una vuelta a las oficinas que respeten las
medidas necesarias de distanciamiento social higiene y seguridad Nuestro equipo multidepartamental realiza reuniones
semanales de seguimiento para ver que las oficinas los proyectos y los empleados estaacuten preparados para este regreso
escalonado Hemos combinado este regreso a la oficina junto con nuestro nuevo modelo de trabajo hiacutebrido
Nuestro edificio de Diagonal ha sido certificado como ldquoGlobal Safe Siterdquo
Project Plan de regreso a la oficina en modelo hiacutebrido
33
77164 280
356
33103
267
432 391434
10
96
268
281 202
243
66
245
856
1218 1188
1366
0
200
400
600
800
1000
1200
1400
1600
0
200
400
600
800
1000
1200
1400
1600
1800
April May June July August September
Tota
l acu
mul
ado
Axis Title
Personal trabajando en la oficina
22 Ausias March Malaga Diagonal Valencia Mas Blau
Mediattic Pamplona Roc Boronat Santa Luciacutea Total
Debido a las uacuteltimas medidas establecidas por el Gobierno actualmente estamos volviendo a fomentar el teletrabajo ante un modelo hiacutebrido
Antes de la crisis del COVID-19 nuestro modelo de trabajo era un 90 en la oficina y un 10 de empleados en casa Tras implementar el modelo de teletrabajo y analizar resultados de la operacioacuten y predisposicioacuten y apetencia tanto de clientes como de empleados estamos trabajando en la implantacioacuten de un modelo hiacutebrido de teletrabajo que combina LO MEJOR DE LOS DOS MUNDOS
Copyright copy 2020 All right reserved 25
Flexibilidad para la gentebull Dar flexibilidad a nuestros Webhelpers y ofrecer una mejor propuesta de valor para los
empleadosbull De base voluntariabull El regreso a la oficina es posible si no se dan las condiciones en casa o hay fatiga
Mitigar los Riesgos operacionales
bull La elegibilidad para el teletrabajo se basa en el desempentildeo bull Hay poliacuteticas de retorno a la oficina en caso de empeoramiento del desempentildeo
Dinaacutemica de ventasbull Asegurar una fuerte dinaacutemica de ventas y un ambiente impulsado por el hecho de estar en la
oficina cuando los equipos estaacuten onsitebull Organizar animaciones desafiacuteos onsite aprovechando la dinaacutemica de grupo
Espiacuteritu de equipo y engagement
bull Desarrollo del espiacuteritu de equipo y asegurar la conexioacuten a traveacutes de eventos sociales animaciones onsite y proximidad
bull Fortalecer el sentido de pertenencia a Webhelp y las marcas que representamos
MIRANDO AL FUTURO ndashMODELO HIacuteBRIDO
Copyright copy 2020 All right reserved 26
Mejora operacional Continuidad de negocio
El modelo hiacutebrido puedebull Ampliar el pool de talento extendiendo su
cobertura geograacuteficabull Atraer nueos perfiles de candidatos (para
quienes la configuracioacuten in situ exclusiva no es compatible con las limitaciones personales)
bull Atraer nuevo talento con skills especiacuteficos o superiores
Atraccioacuten de talento
bull Los desplazamientos generan hasta el 32 de las emisiones de carbono totales de Webhelp
bull Al reducir los desplazamientos trabajar desde casa puede reducir nuestro impacto en el medio ambiente y por tanto en la huella de carbono general de nuestro cliente
Reduccioacuten de emisiones de carbono
Ponemos a nuestro cliente en nuestro corazoacuten Ponemos los mejores intereses
de nuestros clientes en el corazoacuten asiacute es como hacemos un esfuerzo adicional
bull El modelo hiacutebrido incluye un BCP incorporado lo que garantiza la continuidad de las operaciones sin problemas de nuestro cliente en un contexto de crisis
bull Mejor desempentildeo general Disminuyendo la rotacioacuten voluntaria y reteniendo
la experiencia y los skills Incrementando la retencioacuten de los top
performers
Mayor flexibilidadbull El modelo hiacutebrido puede aumentar la flexibilidad
en la prestacioacuten de nuestro servicio aprovechando la optimizacioacuten de WFM habilitada por la flexibilidad del trabajo en casa (por ejemplo turnos divididos) para una mejor adherencia a la curva de demanda
La implementacioacuten del modelo hiacutebrido tiene pocas interrupciones en comparacioacuten con el modelo completo en el sitio lo que limita el riesgo para nuestros clientes
Valor para nuestros clientes1
MIRANDO AL FUTURO ndashMODELO HIacuteBRIDO
Copyright copy 2020 All right reserved 27
En una encuesta interna realizada en 11 paiacuteses en mayo 2020 los agentes indicaron que prefeririacutean trabajar
En un modelo hiacutebrido
Onsite solamente
En casa solamente
67
23
10
Motivaciones para trabajar desde casa
Menos transporte
Mejor entorno de trabajo
Maacutes flexibilidad para una mejor conciliacioacuten
bull Menos coste
bull Menos tiempo
bull Menos fatiga
bull Entorno menos estresante
bull Menos fatiga debido al ruido
bull Comer en casa
bull Capacidad para manejar las limitaciones personales (nintildeos a la escuela tiempo en familia etc)
Valor para nuestros empleados2
MIRANDO AL FUTURO ndashMODELO HIacuteBRIDO
Copyright copy 2020 All right reserved 28
APRENDIZAJES
Alto compromiso y participacioacuten de todos los
empleados de Webhelp
Alto compromiso del equipo de IT (exceso de trabajo durante el fin de semana
anterior a la implementacioacuten completa)
Alta colaboracioacuten compromiso y apoyo de todos los programas (de Managers y
agentes) Uno de los programas incluso creoacute una instruccioacuten en video para sus
agentes sobre coacutemo instalar VPN y Softphone
Fomento tambieacuten a traveacutes de mensajes de motivacioacuten de la presidenta Helena
Guardans y el director general Julio Joliacuten
Asegurar la continuidad del negocio
Webhelp pudo cambiar de una estructura basada en la oficina a una basada en
el teletrabajo (de un 90 - 10 a un 10 -90) en menos de una semana
Por lo tanto pudo minimizar el impacto sobre el personal y la prestacioacuten de
servicios
Webhelp fue capaz de proteger y reforzar la reputacioacuten y la imagen corporativa
Reduccioacuten del impacto financiero
Reduccioacuten del absentismo durante las 2 primeras semanas de despliegue
Invertir y adaptarnos a nuevas tecnologiacuteas
Durante los uacuteltimos antildeos Webhelp se ha centrado en la Innovacioacuten para adaptarse
a las nuevas tecnologiacuteas como
bull Cambio a Microsoft Office 365bull Cambio de servicio telefoacutenico a Avaya Red Avaya One X habilitando la
posibilidad de estar conectado en casa fuera de las oficinas principales detrabajo
bull Dashboards Informes a traveacutes de Tableau y SQL Server accesibles a traveacutes devarios dispositivos (incluido el moacutevil)
bull Automatizacioacuten de contactos mediante IVR Machine Learning y Bots
Partnership y recomendacioacuten de nuestros clientes Los clientes y Webhelp reforzaron su soacutelida asociacioacuten colaborando entre siacute
en la situacioacuten de desastre Los clientes mostraron confianza y apoyo a nuestras decisiones y acciones Webhelp acordoacute con algunos de los clientes hacerse cargo tambieacuten de algunas
de las tareas diarias relevantes en las operaciones (generalmente escaladasadministradas por los clientes)
Contact Information
Marta Loacutepez
Business Development Director
MartaLopezwebhelpcom
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Antes de la crisis del COVID-19 nuestro modelo de trabajo era un 90 en la oficina y un 10 de empleados en casa Tras implementar el modelo de teletrabajo y analizar resultados de la operacioacuten y predisposicioacuten y apetencia tanto de clientes como de empleados estamos trabajando en la implantacioacuten de un modelo hiacutebrido de teletrabajo que combina LO MEJOR DE LOS DOS MUNDOS
Slide Number 26
Slide Number 27
Slide Number 28
Slide Number 29
Week
Timeline
Project Implementation
SOW
Project Timeline
Recruitment
Training
IT amp Facilities
Reporting
Operations
Week1
ERRORREF
19
0
61
28
9
8
8
0
Week2
ERRORREF
23
0
61
28
9
9
8
0
Week3
ERRORREF
31
0
89
58
14
10
17
0
Week4
ERRORREF
34
0
92
60
14
22
17
0
Week5
ERRORREF
39
0
93
61
24
41
17
0
Week6
ERRORREF
0
0
0
0
0
0
0
0
Week7
ERRORREF
Week8
ERRORREF
Week9
ERRORREF
Week10
ERRORREF
Week11
ERRORREF
Week12
ERRORREF
Instructions
1 Ensure to copy formual from previous week into the current week
2 Ensure to copy data as real value before updating the plan (this way you will capture weekly progress)
Decision Log
ID
Topic
Description
Incorporate To E32169 Where actions are incorporated to eg Change Order SOW Playbook Process CIC etc
Entry Date
Taken by
Comments
1
2
3
4
5
6
7
8
9
10
IVR Setup Plan
Tower
Item
Start Date
End Date
Owner
Status
Remark
IVR Setup Plan
Define IVR Scope
Confirm voice requirement - Local Professional
ERRORREF
ERRORREF
ERRORREF
(1)
Confirm language requirement for each country
ERRORREF
ERRORREF
ERRORREF
(1)
Develop IVR Workflow
Develop IVR workflow for each country
ERRORREF
ERRORREF
WH
(1)
Client review and approval
ERRORREF
ERRORREF
Client
(1)
Develop IVR Script
Obtain existing script [If Available]
29-Jun
6-Jul
WH
(1)
Develop IVR script in each language
29-Jun
6-Jul
WH
(1)
Client review and approval
4-Jul
6-Jul
Client
(1)
Recording IVR
Obtain existing recording [If Available]
ERRORREF
ERRORREF
WH
(1)
Identify voice talent
ERRORREF
ERRORREF
WH
(1)
Record IVR in each language
ERRORREF
ERRORREF
WH
(1)
Client review and sign-off
ERRORREF
ERRORREF
Client
(1)
Configuration and Testing
IVR configuration to telephony system
ERRORREF
ERRORREF
WH
(1)
Testing and UAT
ERRORREF
ERRORREF
WH
(1)
Client review and sign-off
ERRORREF
ERRORREF
Client
(1)
Program Readiness Checklist
RESONSIBILITY
ACCOUNTABILITY
CONSULT
INFORM
Oracle
SBT
ActionsComment
Contractual
Resources Defined
ClientSBT AM
VP
VP
PMVLM
euro - 0
Levels Defined
SBT HR amp REC
SBT HR amp REC
VP
PM
euro - 0
Management Structure
SBT AMVP
SBT AM
VP
PM
euro - 0
Targets amp KPI Set
LynnPM
PM
VP
VLM
euro - 0
Program
Recruitment Process
PMO
REC
PM
VLM
euro - 0
RACI Frame work
PM
PM
VP
PMOVLM
euro - 0
Sales Engine
VLM
PM
VP
PM
euro - 0
10 week Plan
VLM
PM
VP
PM
euro - 0
Soft Metrics Defined
VLM
PM
VP
PM
euro - 0
Territory Allocated
VLM
PM
PM
PM
euro - 0
Territory in CRM
VLM
PM
PM
PM
euro - 0
Quarter Campaignpromotions
VLM
PM
PM
PM
euro - 0
Rules of Engagement
PM
PM
VLM
PM
euro - 0
Playbook
PMO
PM
VLM
PMO
euro - 0
On-boarding Plan
VLMSBT Training
PM
PM
PM
euro - 0
Training amp Coaching Plan
VLM
PM
SBT Training
PM
euro - 0
QA
VLM
PM
SBT Training
PM
euro - 0
Communications
Organisation Structure
PM
PM
VP
VLM
euro - 0
ROB Country
VLM
PM
VP
PM
euro - 0
ROB Program
PM
PM
VP
VLM
euro - 0
ROB RHQ
PM
PM
VP
VLM
euro - 0
Communication Pack
PM
PM
VP
VLM
euro - 0
Reporting Established
PM
PM
VP
VLM
euro - 0
Reporting Calendar Agreed
PM
PM
VP
VLM
euro - 0
Management
Talent Assessment
VLM
PM
VP
PM
euro - 0
Job Descriptions
VLM
PM
VP
PM
euro - 0
Employee Readiness Check
VLM
PM
VP
PM
euro - 0
Individual Targets Set
VLM
PM
VP
PM
euro - 0
Funnel Validation
VLM
PM
VP
PM
euro - 0
Head Count Filled
VLM
PM
VP
PM
euro - 0
Comp Plan Issued
PM
PM
VP
VLM
euro - 0
Comp Plan Signed
PM
PM
VP
VLM
euro - 0
Welcome Pack
VLM
PM
VP
PM
euro - 0
Infocenter Access
VLM
PM
VP
PM
euro - 0
Sharepoint Access
VLM
PM
VP
PM
euro - 0
Agent
Readiness Training
VLM
PM
VP
PM
euro - 0
Red Carpet
VLM
PM
VP
PM
euro - 0
Call Plan
VLM
PM
VP
PM
euro - 0
Partner ProfiledAllocated
VLM
PM
VP
PM
euro - 0
Territory Plan
VLM
PM
VP
PM
euro - 0
Territory Visits
VLM
PM
VP
PM
euro - 0
Individual Development Plan
VLM
PM
VP
PM
euro - 0
Onboarding
1
-1
1
-1
Onboarding
IT set-up
Location
Wave
Training start
Language Supporting Country
Status
Name
Role
Type
Comment
Credentials
Training
Work place
IT equipment
Telephony equipment
Internet connectivity
C-User
SAP Email address
ERRORREF
Kuala Lumpur
IT and Telephony Action List
Tower
Item
Start Date
End Date
Owner
Status
Remark
Avaya amp Oceanan
Avaya and Oceana
Internet Conection
Obtain quoation from 2 providers
Local IT
1
Cost approval
Local IT
1
Internet Setup
Local IT
1
VPN
VPN Setup
LocalBCN IT
(1)
Testing
LocalBCN IT
(1)
Avaya Design
Technical Design
Global IT
1
Functional Design
LocalBCN IT
-
VLAN amp MPLS Setup
LocalBCN IT
(1)
Install configure and deploy Avaya server
Global IT
(1)
IVR
Global IT
(1)
Equipment Order amp Delivery
Obtain quotation
Local IT
1
Cost approval
Local IT
1
Order all necessary equipment
Local IT
1
Delivery and deployment
Local IT
(1)
Telephony Configuration (Avaya amp Oceana)
Configuration
Local IT
(1)
UAT (Call Inbound)
Local IT
(1)
UAT (Call Outbound)
Local IT
(1)
UAT (Oceana)
LocalGlobal IT
(1)
Telephony delivered
Local IT
(1)
Cisco (as a backup)
Cisco
Design amp Implementation
Routing design
LocalGlobal IT
(1)
Cisco line setup as backup option
LocalGlobal IT
(1)
(5)
Local DID for all Asia Countries
Cisco
DID Setup
Identify provider for all countries line
Local IT
-
Obtain quotation
Local IT
-
Cost approval
Local IT
(1)
Routing design
Local IT
-
DID setup
Local IT
(1)
DID testing amp UAT
LocalGlobal IT
(1)
Routing
Local IT
(1)
Final testing amp UAT
LocalGlobal IT
(1)
Key Reports
Item
Version
Completion
Updates
Target Date
Dependencies amp Risks
C4CS Power BI Report
C4CS Power BI Report - Signoff
C4CS Direct Link to Power BI
MBR Dashboard - Draft
MBR Dashboard - Final
MBR Dashboard - Sign off
Avaya Report Global in Avaya System
C4CS amp Avaya Daily Report
WFM Puerto Rico
DiscussionAction Point
Item
Owner
Status
Remark
Target Date
Data - Access (Shared Folder)
Steffen
1
Intermediate solution for data storageData will be stored on Webhelp Enschede server for intermediate time until data (GDPR) items have been clarifiedData will be retrieved bysiti-aisyahmohdsallehsellbytelcomganeshloganathan1sellbytelcomLocation -Server 1023234 (via VPN)Server hostname sftpxtrasourceeu (if over the internet)Protocol sFTPSSHPort 22Username SBT_BIPassword hbjNfNvMNV6e7P
6-Feb
Demo on Avaya reporting functionalities
Steffen
1
Steffen to schedule some time with Aisyah and Ganesh to give more insights on functionalities within Avaya(First demo will be done tomorrow)
8-Feb
Documentation of Avaya Functionalities
Barry Steffen
1
- To provide other documentation with regards to Avaya functionalities to the team in APAC
8-Feb
Demo Training of Avaya Data Extraction
Almar
1
- Almar to conduct training to Eugene amp Ganesh on data extraction of Avaya amp Oceana- Training documentation stored inhttpsswasellbytelcomTrainingSignify20Training2020QualityFormsAllItemsaspxRootFolder=2FTraining2FSignify20Training2020Quality2FTraining20Material20Folder2028External20and20Internal20Access292FAvaya20Oceana20Supervisor20TrainingampInitialTabId=Ribbon2EDocumentampVisibilityContext=WSSTabPersistence
1-Feb
Global Decision makers
-
Reporting Demo
-
Avaya Data Extraction Access
-
Implementation Checklist
Topic
Details
Required
Owner
Status
General Set Up
1
General Set Up
11
Go live
if several waves indicate exact dates
Yes
-
First Wave 31-Jan Following Waves to be confirmed
12
Initition Template signed off
Defines project and server as Project Charter
Yes
-
13
Scope of Work (SOW) Defined and Signed
eg service sales support
Yes
-
14
Stakeholders Identified
internal and external
Yes
-
15
Communication stragety agreed
Define communciation for reporting implementation Operations escalations
Yes
-
16
Implementation start date agreed
Agree on proejct kick off date
Yes
-
17
Training start
if several waves indicate exact dates
Yes
-
First Wave 10-Dec Second Wave TBC
18
Recruitment start
indicate expected number of weeks before training start
Yes
1
6 - 8 weeks
19
HC Defined
please distinguish between waves if applicable
Yes
1
Wave 1 9 CH + 3 HK
11
Languages requirement agreed
specify per HC
Yes
-
11
JD
available already If so please share
Yes
1
11
Floor plan
available already If so please share
Yes
1
11
Telco line setup
ITFS procurement outbound line set up
Yes
-
11
IT equipment delivered
Develiry as per IT checklist
Yes
-
12
BI amp Reporting
Develop Report ROB WBR MBR and QBR
Yes
-
12
Program Readiness
Execure Readness checklist
Yes
-
Site Set Up
2
Site Set Up
21
Floor
Discuss and sign contract to rent
No
(2)
22
Develop obtain floor plan
No
(2)
23
Floor design (designation of common areas and workspace)
No
(2)
24
Painting type of floor curtains blinds etc
No
(2)
25
Quotation and purchase of air condition
No
(2)
26
Final cleaning before furniture set up
No
(2)
27
Cabling
General cabeling of the floor
No
(2)
28
Define single points to be cabled per workstation
No
(2)
29
Furniture common area equipment
Workstations tables chairs lockers etc
No
(2)
21
furniture for common areas (kitchen restrooms meeting rooms)
No
(2)
21
set up of furniture for workstationa and common areas
No
(2)
21
final cleaning after furniture set up
No
(2)
21
kitchen and bath room equipment
No
(2)
21
Security Meassures
order access control system
No
(2)
22
delivery of access control system
No
(2)
22
supply of access cards according to number of employees
No
(2)
22
Show room
setup of show room
No
(2)
22
others applicable
No
(2)
22
Mail box bell
mail box to be defined and labled
No
(2)
22
bell to connected to floor
No
(2)
HR and Recruitment
3
HR and Recruitment
31
Recruitment
overall responsible Dedicated recruiter
Yes
1
32
start date
Yes
-
33
JD creation and sign off
Yes
1
34
decide upon job ads
Yes
-
35
publish job ads
Yes
-
36
define recruiting process
Yes
1
37
Job specifications
start date of training
Yes
-
38
go live date after training
Yes
-
39
determine number of working hours per day week
Yes
-
31
determine number of working days per week
Yes
-
31
define shift modell
Yes
-
31
define bonus model
No
(2)
31
define salary range
Yes
-
31
determine vacation days
Yes
-
32
special vacation bank holiday agreements
Yes
-
32
special country regulations
Yes
-
32
duration fixed term employment
Yes
-
32
Onboarding
register employees in client tools
Yes
-
32
register employees in SBT tools (eg active directory)
Yes
-
32
is there a time recognistion system
Yes
-
32
distribute access cards to each employee
Yes
-
32
set up workforce management
Yes
-
Training
4
Training
41
Room equipment
define size of training groups
Yes
1
42
define IT equipment needed
Yes
-
43
Language country spedifics
define training language
Yes
-
44
are there country specifics to be tought to only some employees
Documentation of existing process (manual work processes etc)
Yes
-
Existing Europe process manual is available To obtain from Europe and review
412
Are there country specifics process
Yes
-
413
Localization of process
Yes
-
414
Special issues
to be considered
No
(2)
IT
5
IT
51
IT check list
definition of infrastructure requirements and capabilities
Yes
-
IT requirement to setup Oceana is TBC
52
sign-off Infrastructure Check-List by client
Yes
-
53
Connectivity
set up of Servers
No
(2)
54
server racks at site
No
(2)
55
quotation amp investment request for switches
No
(2)
56
ordering of switches
No
(2)
57
set up of switches
No
(2)
58
ensure internet connectivity at site
Yes
1
59
define connectivity to customer environment
Yes
1
51
quotation and purchase of Wi-Fi access points
No
(2)
51
set up of Wireless LAN
No
(2)
51
setup training rooms
No
(2)
51
Telephony
clarify telephony system (client or SBT)
Yes
-
51
order telephony system
Yes
-
52
delivery of telephony system
Yes
-
52
PCs
quotation amp investment request for workplace computer
Yes
-
52
ordering of workplace computer
Yes
-
52
quotation amp investment request for workplace headsets
Yes
-
52
ordering of workplace Headsets
Yes
-
52
delivery of PC Headsets and workplace UPS
Yes
-
52
Set up of workplaces (PC Phonesets Patching)
Yes
-
52
Tools software
set up of client tools (CRM etc)
Yes
-
52
set up of SBT tools
Yes
-
SBT to setup Avaya Oceana CRM
52
set up of client software (licences)
Yes
-
53
set up of SBT software
Yes
-
53
Security
quotation amp investment request for Firewall
Yes
-
TBC
53
ordering of firewall
Yes
-
53
set up of firewall
Yes
-
53
Printers Fax
quotation amp investment request for printers fax
No
(2)
53
ordering of printers fax
No
(2)
53
set up of printers fax
No
(2)
53
User acceptance testing
create UAT check list
Yes
-
53
test all IT systems before training start within SBT
Yes
-
53
test all IT systems before training start in relation to client systems
Yes
-
53
Reference machines
agree on reference machines
No
(2)
54
reference machines to be delivered
No
(2)
Reporting
6
Communication
61
Reporting
define reporting cadence
Yes
-
62
define distribution list
Yes
-
63
Business Review
define business review requirement
Yes
-
64
Communication Plan
define rhythm of business
Yes
-
65
Customer Interaction Center (CIC)
customer interaction center development
Yes
-
Finance
7
Finance
71
SOW
Develop and agree on the Scope
Yes
1
72
sign-off by client
Yes
-
73
Billing Process
Develop and agree
Yes
-
74
sign-off by client
Yes
-
75
PO
Issue PO and obtain payment
Yes
-
Risk and Mitigation Plan
Tower
Risk
Likelihood
Impact
Mitigation Strategy
Owner
Status
Remark
Commercial
Delay in Change Order sign off
Medium
High
HugoMarianne
1
Offer letter to new hire can only send with Change Order signed
Recruitment
Long hiring time for native agent
High
High
Proposed to hire local agent
Rey
1
Hire 90 local Malaysian
Unable to hire local agent in time
Low
High
- English agent to be deployed to support temporarily- Searching available internal candidate
Rey
1
Additional scope of ASEAN agents might take longer time
Infrastructure amp Facility
Late equipment delivery
Medium
Medium
Backup telephony system - Cisco to be setup
Khor
1
Cisco is SBT existing infrastructure with minimum setup effort needed
Delay in Avaya amp Oceana setup
Low
Medium
Backup telephony system - Cisco to be setup
Khor
-
VPN connection instable
Medium
Medium
VPN connectivity will be tested during implementation stage Foresee the connection should be stable most of the time In case of Oceana discruption Voice support should still be available
WH SBT IT
1
Lost of data due to disruption in Oceana
Low
Medium
Manual report during discruption
Ops
-
Oversea call forwarding legal constraint in China
Medium
High
Webhelp team to clarify and with our provider
WH SBT IT
1
- Potential legal constraint to perform oversea call forwarding from China to Malaysia DID- Call forwarding is allowed as confirmed by provider
Telephony UAT failed
Medium
High
Webhelp team will rectify the issue upon UAT on 221
WH SBT IT
-
UAT begin on 221
Signify VPN for PLM amp SAP
Medium
Medium
Luite
-
Soft Launch and Go-Live Schedule
Puerto Rico Work Schedule (5-Aug to 23-Aug)
8519
8619
8719
8819
8919
81019
81119
81219
81319
81419
81519
81619
81719
81819
81919
82019
82119
82219
82319
Voice Switch Over Schedule
Country
Voice Cut-over date
Support Country Time
MY Time (CET -6)
CET time (GMT +1)
Phone
Toll Toll Free Phone
Call Activity
Activity
Country
Voice Cut-Over
US
Outbound Activity - Webform amp Unassociated Tic
Canada
Outbound Activity - Webform amp Unassociated Tic
PROJECT
ABERT
SCOPE (Sales Customer Service Tech Support Helpdesk)
Customer Service
BILLING (Hourly FTE Transactions)
Hourly
Total EMPLOYEES (including Management)
130
Working Days
Monday to Saturday
Shift
9am till 6pm
Office Address
Diagonal 197 13th floor
Current Office Seat capacity
185
Employees distribution (refer to tab)
Employees
Distribution
HOME
20
15
OFFICE
20
15
HYBRID
90
69
TOTAL
130
100
Desk needed in the office
50
Desk needed with workstation (PC+Keyboard+Mouse)
33
Take into consideration people coming in the office with a laptop
2nd screen needed - Yes or No
Yes
If Yes how many are needed
16
Camera needed - Yes or No
yes
If Yes how many are needed
30
Any other requierements
NA
Meeting rooms needed in the office
2
15 PAX
Training rooms needed in the office
1
20 PAX
Customer AM notified (Yes or No)
Yes
Hybrid Model implementation Date
30-Jul
Employees distribution (refer to tab)
PROJECT
SCOPE (Sales Customer Service Tech Support Helpdesk)
BILLING (Hourly FTE Transactions)
Total EMPLOYEES (including Management)
Working Days
Shift
Office Address
Current Office seat capacity
HOME
OFFICE
HYBRID
TOTAL
Desk needed in the office
Desk needed with workstation (PC+Keyboard+Mouse)
2nd screen needed
If Yes how many
Camera needed
If Yes how many
Any other requierements
Meeting rooms needed
Training rooms needed
Customer AM notified
Hybrid Model implementation Date
ABERT
Customer Service
Hourly
130
Monday to Saturday
9am till 6pm
Diagonal 197 13th floor
185
20
15
20
15
90
69
130
50
33
Yes
16
yes
30
NA
2
1
Yes
30-Jul
SCOPE
Define the distribution of Employees based on the 3 working Model - HOME OFFICE HYBRID
HOME
Employees who prefer to work at home due to the following reasons
At risk to catch Covid
Looking after a person at risk
Long commute to work (gt130 hours per day)
Family constraints (Children school run)
Recommendation
We would recommend to have employees come in the office at least 2 days per month (except people at risk)
Capacity
up to 20
OFFICE
Employees who prefer to be at the office as they are unable to work at home due to non suitable working conditions (no space flatshare no internet etc)
Recommendation
We would recommend to have employees come in the office at least 2 days per month (except people at risk)
Capacity
up to 10
HYBRID
Employees who are able to alternate between work in the office and work at home
Recommendation
We would recommend to alternate weeks instead of day
We would recommend to alternate weeks instead of day - Preference 1 week in the office 2 weeks home
Capacity
up to 60
Scenario on 100 people project
HOME
Office
Hybrid A
Hybrid B
Hybrid C
TOTAL
Occupancy
20
30
15
15
15
100
Week 1 office
5
10
20
35
35
Week 2 office
5
10
20
35
35
Week 3 office
5
10
20
35
35
Week 4 office
5
10
20
35
35
Please note that shrinkage is not taken into consideration so attendance can vary between 15 to 25
Vacations will need to be scheduled when employees are working from home
FECHA
DIAGONAL
PAMPLONA
MEDIATIC
AUSIAS MARCH
ROC BORONAT
MAS BLAU
22
VALENCIA
MAacuteLAGA
TOTAL
22
Ausias March
Malaga
Diagonal
Valencia
Mas Blau
Mediatic
Pamplona
Roc Boronat
Santa Luciacutea
Total
72720
132
26
119
29
20
3
57
386
Marzo
544
207
27
1864
169
41
497
253
262
17
3490
8320
131
25
89
26
16
5
50
342
Abril
24
1
3
33
1
1
10
2
4
1
66
81020
134
25
101
29
21
4
46
360
Mayo
80
8
3
103
1
4
96
3
5
245
81720
135
31
95
17
19
6
40
40
152
535
Junio
165
48
77
267
58
8
268
35
49
1
856
82420
139
29
102
25
14
2
34
34
143
522
Julio
195
74
164
432
66
15
281
63
64
2
1218
83120
122
27
90
30
19
3
30
31
195
547
Agosto
142
64
280
391
66
14
202
79
60
1
1188
9720
169
40
100
29
15
3
31
38
210
635
Septiembre
161
80
356
434
77
19
243
96
67
3
1366
91420
168
46
88
37
20
3
37
39
183
621
92120
202
39
121
39
31
5
38
47
243
765
92820
205
43
134
44
24
1
45
48
243
787
10520
184
44
141
40
35
0
77
50
255
826
101220
101920
102620
11220
Pre-Covid
Capacity
185
Covid19
Capacity
97
Redesign
Capacity
138
Location
Site
Floor
SQM
SQM Price
Contract End
Capacity before Covid
Capacity during Covid
Capacity Hybrid
Meeting Room 1
Meeting Room 2
Meeting Room 3
Meeting Room 4
Meeting Room 5
Meeting Room 6
BCN
Diagonal
1
1088
154
BCN
Diagonal
2
1088
179
BCN
Diagonal
3
1088
182
BCN
Diagonal
4
1088
185
97
138
XX
XX
XX
xx
LAB
BCN
Diagonal
5
1088
175
BCN
Diagonal
6
1088
141
BCN
Diagonal
7
1088
180
BCN
Diagonal
8
1088
113
BCN
Diagonal
9
1088
112
BCN
Diagonal
10
663
99
BCN
Diagonal
11
663
99
BCN
Diagonal
12
663
41
BCN
Diagonal
13
663
110
BCN
Diagonal
14
663
110
BCN
RBA
1
336
CANTINA
BCN
RBA
2
752
110
BCN
RBA
4
1513
189
BCN
RBA
11
1513
106
BCN
Pamplona
1
1453
60
BCN
Pamplona
2
391
175
BCN
22
0
1171
9 (TRAINING DEPT)
BCN
22
1
608
136
BCN
22
2
608
123
BCN
22
3
608
115
BCN
Ausias March
1
830
93
BCN
Ausias March
2
830
126
BCN
Mas Blau
1
993
MAD
Madrid
1
MAL
Benalmaacutedena
1
2093
MAL
Benalmaacutedena
2
296
VLC
Valencia
1
1906
210
MLL
Mallorca
1
236
48
BCN
Mediatic
4
1500
218
BCN
Mediatic
5
109
37
BCN
Mediatic
7
1586
226
BCN
Marina
1
73
BCN
Marina
6
73
32441
3998
General Information
Hybrid Situation
INVENTORY
Project Dpt
Owner Manager
POC
Site
Floor
Total Employees
Strong Seasonality gt25
Approved for Hybrid
Hybrid suitable
Customer Agreed
Presented to employees
Provisional Guideline
Rotation Model
Permanent Office Seats
Hybrid Office Seats
People in Office
People home
People in hybrid
Customer Owned Equipment
Current PCs at office
Current laptops at office
Monitors
Current PCs at home
Current laptops at home
Monitors
Comment
IT
Pablo
Diagonal
8
42
last July week
17
IT
Pablo
Pamplona
1
last July week
1
IT
Pablo
Valencia
1
last July week
1
HR - Training Adrian Arias Adrian AriasCC TRAI
Elin Lind
22 Adrian Arias Adrian AriasElin shares office with J Cardot D8
10
Yes
72920
No best practises from WISE
2
8
HR - Recruitment
JC
Diagonal
8
37
Yes
81720
0
0
10
8
2
42
5
33
20
Info inserted on the Thursday 23rd in the evening
HR - Admin
Ingrid
Diagonal
8
20
No
Yes
Jul-20
Principalmente 3 en casa + 2 oficina algunas semanas 3 oficina + 2 casa
4
4
5
1
18
4
1
3
16
Quality Adrian Arias Adrian AriasCC QUAL
Irma Carrasco
Diagonal
8
4
Yes
Agreed with JD
72920
No but used from WISE Adrian Arias Adrian Ariasones shared by Elin from Luke and some best practices from other regions available in the WFH in WISE
Adrian Arias Adrian AriasCC TRAI
Adrian Arias Adrian AriasElin shares office with J Cardot D8
Adrian Arias Adrian AriasCC QUAL
Day
1
5
4
Finance
Violeta
Diagonal
12
10
4
4
6
Sales
Marta
Diagonal
12
7
1
0
0
9
Reception
Vanessa
DiagonalMediaticAM PAMPLONA
Various
6
No
Only 1 person
3 DAYS OFFICE 2 DAYS AT HOEM
6
0
5
0
1
5
1
0
0
Logistic
Jordi
0
4
4
1
4
Communication
Carla
Diagonal
12
3
1
1
3 iMacs
Facilities
Marga
12
AMER
Christian Wandt
22
73
82420
18
0
41
11
BBVA
Silvia Goacutemez
Ausias March
32
32
2
BOSE
Stephen Strydom
22
129
Yes
Yes 33 increase in Staffing December versus August
210820 up to 76 and rest done in september
3 groups one week in the office two weeks at home
20
40
20
26
80
42
2
105
17
CAMBIUM
Alberto Laporta
Pamplona
6
0
0
0
6
COSTA CRUCEROS
Denisz Tulajdon
Ausias March
11
No
No
NO
11
0
11
0
0
4
1
10
1
DELIVEROO
Louise Van Wyk
na
0
0
0
0
0
DKV
Denisz Tulajdon
Ausias March
18
Yes
Yes
one week in two weeks at home
4
5
4
0
15
5
1
17
0
DRAumlGER
Alexandre Morey
Diagonal
19
19
0
0
0
0
No PCacutes are proprety of Webhelp for the Draumlger project
EDEN
Denisz Tulajdon
0
EPSON EPS
Alberto Laporta
Marc Torrell
Pamplona
60
20
13
11
6
36
7
EPSON EPS
Alberto Laporta
Marc Torrell
Valencia
36
11
7
4
4
27
1
EPSON ICAM
Adrian Arias
Pamplona
12
Yes
73120
5
0
12
10
2
15
3 additional screens at home
EPSON Lead Generation
Adrian Arias
Pamplona
3
Yes
73120
0
0
0
2
1
2
GFK
Marigona Gjochi
Diagonal
12
GOOGLE
Jan-Mirko Kruschet
DiagonalRBA
294
294
27
2
0
3
Google owned devices are used for production Webhelp owned PCs are used just for adminreportingmanagement
GOOGLE CHROMECAST
Nicolas Luque
Diagonal
102
Presented only to management Hold from GAM Adrian Arias Adrian AriasOur goal was to start sharing with agents during the next two weeks but we have been waiting for confirmation from Google if WFH will be allowed once the Covid-19 BCP is officially closed and if they will allow a hybrid model (that implies double equipment assignment to employees) This decision comes from the xWS Global Team At the moment there is no final confirmation and we do not know when we will receive the confirmation We have been advised to GAM to hold on for the moment as any changes on the WFH set up needs to be communicated and approved by Google before We have a meeting planned for next Tuesday (1808) to discuss the communication plan and Google confirmationapproval It could not be done before due to August holidays Our main worry is that we share this with all our employees and then Google requests us to go back to the office and we cannot go through with the plan which will create discomfort with our agents
102
1
0
2
0
Google owned devices are used for production Webhelp owned PCs are used just for adminreportingmanagement
GOOGLE CLOUD
Gabriel Manzanera
RBA
0
GOOGLE OPERATING SYSTEMS
Nicolas Luque
Diagonal
283
Presented only to management Hold from GAM
283
10
0
2
1
Google owned devices are used for production Webhelp owned PCs are used just for adminreportingmanagement
GOOGLE PPS
Gabriel Manzanera
Diagonal
2
0
GORE
Alberto Laporta
Giorgia Salvini
Pamplona
1
12
No
Yes
1 Week office 1 week home
2
12
2
0
9
1
GUESS
Ines Owczarek
Hugo Sore
Ausias March
72
Yes
Suitable
Communicated to PM
We have 3 groups and we then do 1 week in 2 weeks home for each of the groups In Guess we have 45 FTEs and in the office we can have up to 15 Advisors at the same time which suits the rotation perfectly
4
11
4
6
35
16
7
65
1
HP Transactional
Column Fleming
Diagonal
4
71
71
0
1
0
7
HP Transactional
Column Fleming
Valencia
7
7
0
0
0
0
HP3D_Printing
Christina Muriel
NA
no equipment
HPE INSIDE SALES
Louise Van Wyk
Barcelona
71
Located in client office
0
0
0
4
HPI 3WW
Federico Muntildeoz
22
57
2
1
2
2
HPI End User Space Global
Andrea Pane
Diagonal
1
66
66
0
1
10
11
HPI End User Space PC
Jesus Gonzalez
Diagonal
4
127
127
0
3
8
9
HPI End User Space PC
Jesus Gonzalez
Valencia
9
9
0
1
0
0
HPI End User Space Print
Ross Ellis
Diagonal
54
54
0
0
5
4
HPI GSB DESIGNJET
Louise Van Wyk
RBA
2
19
3 groups of people one week on one week off
4
5
4
0
15
2
2
9
10
HPI GSB DESIGNJET
Louise Van Wyk
Valencia
1
0
0
1
0
HPI GSB INDIGO
Christina Muriel
HPI MIDMARKET AND CEP
Nasima Salimova
NA
4
NA
NA
NA
NA
NA
They are now
HPI STORE + HPI STORE PS
Shahed Saffari
Not Suitable - PCI
No
49
7
55
4
HPI SUPPLIES
Luisa Oralia Hernaacutendez
RBA
2
28
Yes
Yes
2 days in the office + 3 at home 2 rotation groups project manager in the office 4 days a week
Preferably 28 - Depending if we will be reallocated to another building
16 if all permanent seats are not possible - all agents have laptops so we will just need screens
0
Depending on regulations + I have 3 people on risk groups
26
0
0
0
28
HPI Telemarketing
Maria Martinez
Diagonal
9
0
0
0
3
resto del equipo estaacute con laptops del cliente pero con accesorios WH
HPI Telemarketing Madrid
Maria Martinez
Madrid
8
3
0
5
1
INBOUND PROJECTS
Monica Lopez
Diagonal
13
52
4
46
2
INDITEX
Natalia Loacutepez
Mediatic
305
123
9
197
10
Seasonality agents x - to confirm with Saulo
ISDIN
Monica Lopez
Diagonal
13
14
3
0
7
14
2
29
ISDIN
Monica Lopez
Diagonal
13
14
3
0
12
2
JDE
Christopher Harrison
Marina
55
No
Yes
CW 34
We will start with 1 week on 2 off and then look to move to 1 on 1 off 3 groups then 2
9
24
3
3
48
1
51
3
LA CAIXA
Monica Lopez
Diagonal
13
11
8
3
LASTMINUTE
Fernando Peacuterez
0
0
0
3
0
in process to send it back to office since project is suspended due to pandemic The rest of pcs have been sent back
LEIA
Anastasia Kozlova
Diagonal
339
2182020 to staffwaiting for approbal from Global to communicate to agents
144 iMacs
6
271
6
LEVIS
Gloria Garcia
mediatic
42
28
4
27
5
LG
Fernando Peacuterez
62
most part of LGs project is handled with LGs computers
LUKE
Duane Kennelly
Diagonal
709
2182020 to staffwaiting for approbal from Global to communicate to agents
5 PCs - 9 iMacs
5
2 PCs - 693 iMacs
2
MAMMUT
Alberto Laporta
Giorgia Salvini
Pamplona
1
5
No
Yes
1 Week office 1 week home
0
3
7
1
0
3
1
MANGO
Gladys Pages
Mogravenica Logravepez
333
70
187
78
Info given by Manal Ehsan
MARKEM IMAJE
Denisz Tulajdon
Ausias March
8
No
Yes
one week in one week at home
1
1
1
5
2
3
0
5
1
MICHAEL_KORS
Ines Owczarek
Mediatic
14
Not suitable - PCI
No
13
2
1
0
for TL and PM we needed to duplicate as they need to have PCI and non PCI environment
Musement
Ines Owczarek
Ausias March
3
13
Suitable
No
1
0
10
2
PEPE JEANS
Monica Lopez
Diagonal
13
15
0
0
15
0
PUMA
Alberto Laporta
Pamplona
1
52
10
1
38
11
ROCA (se incluye en Inbound Projects)
Monica Lopez
-
-
-
RUCKUS
Shahed Saffari
Ausias March
2
12
Yes
Not comunicated yet
2
2
8
0
SEAT
Claudia Vicente
Mas Blau
1
27
Jul-20
1
2
21
3
SPORTIUM
Ines Owczarek
CU Inhouse
I
36
Not suitable - Inhouse
No
36
-
-
-
-
Client equipment
TOUS
Monica Lopez
Diagonal
13
25
7
1
15
0
TP VISION
Lydia Peitx
Barcelona
1
1
TP VISION
Lydia Peitx
Benalmaacutedena
61
Not suitable
No
0907 move back to office pending on IT Networking team
53
8
UPFIELD
Ines Owczarek
Ausias March
15
2
0
14
1
2 pc are set up already at the office
VAESA
Claudia Vicente
Mas Blau
1
70
Jul-20
4
1
52
13
WALLAPOP
Monica Lopez
Diagonal
13
75
17
43
3
SIGNIFY - Puerto Rico
Christian Kohl
San Juan
Yes
Possible
Probably weekybi-weekly rotation
67
3
30
30
17
43
3
Back Market PR
Christian Kohl
San Juan
8
Yes up to 12
YES
No
0
3
0
12
0
17
43
3
FESTO
Louise Van Wyk
TBD
NEW
As it is a new project we would prefer to start with everyone in the office for the ramp-up phase Once they are ramped up we can move to hybrid model
11
0
11
0
0
17
43
3
HPE Edenred
Louise Van Wyk
Diagonal
No
Yes
As it is a small team rotation dos not make sense as they will be alone in the office Our idea is to have all 4 of them in the office 3 days per week
0
4
0
0
4
17
43
3
REFID
PRE-IMPLEMENTATION
MITIGATIONS WARNINGS REMEDIES
POST-IMPLEMENTATION
Date
RISK - Category
RISK DESCRIPTION
RISK IMPACT
RISK SEVERITY
RISK LIKELIHOOD
RISK LEVEL
MITIGATION
RESPONSIBLE
STAUS
Date
RISK SEVERITY
RISK LIKELIHOOD
RISK LEVEL
ACCEPTABLE TO PROCEED
1
Yes
1 low - 10 high
1 low - 10 high
1 low - 10 high
1 low - 10 high
YES NO
2
No
1
72220
Connectivity
ISP connectivity from employee to Avaya There are ISP they do not give bandwidth or protocoll for VoIPSIP Thus user cannot do phone calls over Avaya Red or similar solution
Voice quality very bad or cannot place or recieve calls
9
3
27
4G Router solves quality issues
IT
Ongoing
3
2
72220
Connectivity
ISP may change their TampC for privatconsumer services
current connection from employee are for consumer and not for commercial used ISP may change their TampC as agent will used it for commercialprofessional purposes
8
5
40
This is not happening at the moment but can at any given time most like when this situation is over
TBD
Open
4
3
8420
People
People visiting countries are confined for x days
We people visiting their home countries and they are locked down for 1-2 weeks before they can go out They are working this lock down in their country and after they spent their x daysweeks of vacation
5
10
50
HR
Open
5
4
6
5
7
6
8
7
9
8
10
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
Action Log
ID
Topic
Discussion Point
Action Point
Entry Date
Owner
Due Date Review Date
Status
Updates
1
Define a guide for Managers to assess feasibility to deploy hybrid model
7-Jul-20
Done
2
Invetory
7-Jul-20
Jerome Adrian Pablo
31-Jul-20
Ongoing
Projects Reported Inventory Big discrepancy between Inventory DB and report Pablo analysing discrepancy29720 250 PC + 100 Laptops to check fix workspaces of Mango and Inditex
Closed
3
Order equipment
1-Aug-20
Pablo
TBD
Not started
Order missing or replace aged equipment
Pending
4
Floor plan Desing
7-Jul-20
Marga
31-Jul-20
Ongoing
Sample of Diagonal 4th floor in this doc
Overdue
5
Security - Virtual desktop
7-Jul-20
Daniel Pablo
TBD
Ongoing
Investigating
6
Work contract
29-Jun-20
Ingrind
TBD
Ongoing
Answers received and compiled by Ingrid
7
Guidlines for review and approval
Google Con Ops send draft for revision and validation
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
73
74
75
76
Project Plan
NO
ID
Task
Responsible
Start
End
Status
22-Jun
29-Jun
6-Jul
13-Jul
20-Jul
27-Jul
3-Aug
10-Aug
17-Aug
24-Aug
31-Aug
7-Sep
14-Sep
21-Sep
28-Sep
5-Oct
12-Oct
19-Oct
26-Oct
2-Nov
9-Nov
16-Nov
23-Nov
30-Nov
7-Dec
14-Dec
21-Dec
28-Dec
4-Jan
11-Jan
18-Jan
25-Jan
1-Feb
8-Feb
15-Feb
22-Feb
1-Mar
8-Mar
15-Mar
22-Mar
29-Mar
5-Apr
12-Apr
19-Apr
26-Apr
3-May
10-May
17-May
24-May
31-May
7-Jun
14-Jun
21-Jun
1)
Contract amp Legal
Contractual amp Legal
11
Between Webhelp and Customer
Overdue
111
Revision of contracts between Webhelp and Customers
Account Manager Program manager
112
Standard addendum
Jordi Tomas Procurement
12
Between Webhelp and Providers
Overdue
121
Internet Service Providers
TBC
122
Shipping courrier services
Jordi Tomas
13
Between Webhelp and Employee
Overdue
131
Renewal or change of contract
25
Ingrid Castillo
28-Jun-20
1-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
132
Working from home outside Spain conditions
10
Ingrid Castillo
28-Jun-20
1-Oct-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
Milestone Contract amp Legal
Overdue
2)
IT Infrastructure
IT Infrastructure
21
Revision connectivity to office
70
29-Jun-20
31-Jul-20
Overdue
-1
-1
-1
-1
-1
211
Data office infrastructure
70
IT
29-Jun-20
31-Jul-20
Overdue
-1
-1
-1
-1
-1
212
Voice office infrastructure
70
IT
29-Jun-20
31-Jul-20
Overdue
-1
-1
-1
-1
-1
213
Office hardware equipment
70
IT
29-Jun-20
31-Jul-20
Overdue
-1
-1
-1
-1
-1
214
Licencenses
70
IT
29-Jun-20
31-Jul-20
Overdue
22
Hardware
5
6-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
221
Home Office Equipment
5
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
2211
PC wifi or Laptop
10
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
2212
Keyboard Mouse
10
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
2213
2nd Screen
10
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
222
Office Equipment
5
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
2221
PC wifi or Laptop
10
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
2222
Keyboard Mouse
10
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
2223
2nd Screen
10
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
223
Maintenance and support of Home office IT equipment
5
IT
6-Jul-20
2-Oct-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
2231
Sparepart replacement
5
IT
20-Jul-20
2-Oct-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
2232
Connectivity to office
5
IT
20-Jul-20
31-Jul-20
Overdue
-1
-1
2233
Firewall
5
IT
6-Jul-20
31-Jul-20
Overdue
-1
-1
-1
-1
2234
VPN
5
IT
6-Jul-20
31-Jul-20
Overdue
-1
-1
-1
-1
2235
Cloudbased storage solution - OneDrive
5
IT
6-Jul-20
31-Jul-20
Overdue
-1
-1
-1
-1
2236
Indvidual Virtual Desktop Solution for Webhelp Managed Equipment
5
IT
6-Jul-20
31-Jul-20
Overdue
-1
-1
-1
-1
2237
BCP - Plan
5
IT
6-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
2238
Internal User Help Desk
5
IT
6-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
2239
Field Tec Support
5
IT
6-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
Overdue
Overdue
Overdue
Milestone IT Infrastructure
Overdue
3)
IT Security
IT Security
31
Collection of Project Security Requirements
15
IT Security
15-Jul-20
31-Jul-20
Overdue
-1
-1
32
Categorization in security levels
0
IT Security
1-Aug-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
33
Indvidual Virtual Desktop Solution for Webhelp Managed Equipment
15
IT Security
1-Aug-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
34
Approval process for home office solution
0
IT Security
1-Sep-20
30-Sep-20
Overdue
-1
-1
-1
-1
Overdue
Overdue
Milestone IT Security
Overdue
4)
Facilities
Facilities
41
Office
25
Facilities
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
42
Planing for max capacity
25
Facilities
1-Jul-20
15-Jul-20
Overdue
-1
-1
43
New home feeling or trendy office design
0
Facilities
15-Sep-20
30-Sep-20
Overdue
-1
-1
44
Hot desk solution
0
Facilities
1-Aug-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
46
Office Furniture for home office
0
Facilities
1-Jul-20
31-Jul-20
Overdue
-1
-1
-1
-1
461
Chair
50
Facilities
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
462
Table
50
Facilities
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
48
Milestone Facilities
Overdue
5)
People Management
People Management
51
HR
5
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
511
Legal revision on existing work contracts
20
Ingrid
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
512
New contracts
0
Ingrid
1-Sep-20
30-Sep-20
Overdue
-1
-1
-1
-1
513
Briefing of HR
Overdue
514
Work contracts
Overdue
52
Project Management
30
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
521
Framework office guidelines
5
PM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
522
Framework office guidelines
30
PM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
523
Productivity and service fullfillment
30
PM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
524
Feasibility and validation if a project can be hybrid
30
PM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
525
Corrective performance mangement
30
PM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
526
Guidelines working un the office (70 work + 30 Socialtraining)
30
PM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
526
Hybrid present and virtual meeting
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
527
Reenforce team events
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
528
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
53
Workforce Management
10
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
531
Planining between home and office
10
PMWFM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
532
Different shrinkage factors between office and home office
10
PMWFM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
533
Service coverage
10
PMWFM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
534
Realtime management
10
PMWFM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
54
Training
Overdue
541
Hybrid Training Classroom and Virtualroom
Overdue
542
Selfguided Training
Overdue
543
Webinars
Overdue
55
Communication
Overdue
551
Extra push to Wise
Overdue
552
Focus activities to include people at homeremote
553
TGIF sessions
Overdue
554
Communcation of the new Model to Managers
555
Communcation of the new Model to Customer
Milestone People Management
Overdue
6
IT Security
Communication
61
Communication to Progamm Manager and Owners
100
Jerome Derramond
1-Jul-20
15-Jul-20
Done
1
1
62
Communication to frontline managers and employees
25
IT Security
15-Jul-20
31-Aug-20
Overdue
-1
-1
-1
-1
-1
-1
0
Overdue
Overdue
Overdue
Overdue
Milestone IT Security
Overdue
Topic
Status Comment
Target Date
Engage with IT and understand that solution deployed for Hybrid
Setting up meeting with CTO and IT Service Manager
Ask IT on the HW statyus Hot desk
Floor ready for Hybrid ( IT + Facilities)
In touch with facilities team to get capacity per office
Contract Situation for the new functions
Engaged with HR Head of HR Admin is collecting and cosolidating information
Present to managers
Preparing points and expectations to communicate
Managers to prepare the list of function (Home Hybrid office)
Project Card work in progress
Managers to prepare schedule taking into consideration Hybrid
Implementation Dashboard
Milestone
Start
End
Status
Progress
Key Focus for the Week
Start
End
Status
Owner
100
Copyright copy 2020 All rights reserved 2
CONTENIDO
ASEGURAMIENTO
PLANIFICACIOacuteN
ENTREGA
APRENDIZAJE
Copyright copy 2020 All rights reserved 3
PLANIFICACIOacuteN -NECESIDADES DEL NEGOCIO
Planteamiento del problema
o Debido a la pandemia de COVID-19 Webhelp Espantildea tomoacute
medidas para tratar de minimizar la interrupcioacuten de sus
operaciones al tiempo que garantizoacute la seguridad y el
bienestar de nuestro personal y aseguroacute la prestacioacuten de
servicios para nuestros clientes
Objetivos
Garantizar la salud y seguridad de los empleados
Asegurarse de que el negocio continuara sin interrupciones
importantes
Colaboracioacuten con nuestros clientes para fortalecer el partnership
Hub principal
Oficinas adicionales
Barcelona
Mallorca
Valencia
Maacutelaga
Copyright copy 2020 All rights reserved 4
PLANIFICACIOacuteN ndashEQUIPO
bull 2 Puntos de Contacto por cada sitio a excepcioacuten de Maacutelaga Mallorca Sant Cugat Puerto Rico en los que solo habiacutea 1 asignado
bull Funciones clavebull Mantenerse actualizado con los protocolos especiacuteficos del grupo y regionesbull Asegurarse de que el sitio cumpliera con todas las recomendaciones de
higienebull Estar familiarizado con el plan de contingencia en caso de sospecha de
infeccioacuten en el sitio o planta
Diagonal
Roc Boronat
Ausias March
Pamplona
Mas Blau
Mediatic
22 Building
Marina
Tanger
Sant CugatPuerto Rico USA
Puntos de contactoEstructura del equipo BCP
La funcioacuten clave del Equipo de Gestioacuten Ejecutiva de BCP fue coordinar con todos los Departamentos Operaciones y Clientes relevantes para evaluar la situacioacuten real y desplegar acciones para asegurar la prestacioacuten del servicio
Equipo de gestioacuten ejecutiva del BCP
RRHH
IT
FINANZAS
LOGIacuteSTICA
FORMACIOacuteN
LEGAL
OPERACIONES CLIENTES
COMUNICACIOacuteN
Copyright copy 2020 All rights reserved 5
PLANIFICACIOacuteN ndashTIMELINE DE ACCIONES MIGRACIOacuteN A TELETRABAJO
En el momento en que el Gobierno espantildeol acotaba la posibilidad de una declaracioacuten de estado de emergencia el Departamento de IT ya estaba configurando la conexioacuten VPN para todas las estaciones de trabajo Esto provocoacute que al momento de declararse el Estado de Emergencia maacutes del 56 de los empleados ya trabajaba en casa y el resto de ellos fueron enviados paulatinamente a casa durante la primera semana de confinamiento alcanzando ya el 85 en solo 3 diacuteas
Comentarios
Copyright copy 2020 All rights reserved 6
PLANIFICACIOacuteN ndashTIMELINE DE ACCIONES MESES POSTERIORES
Comunicaciones
Engagement empleados
Abril
Planificacioacuten regreso a oficinas
Mayo Junio Julio Agosto Septiembre
Engagement clientes
bull Encuesta sobre el teletrabajo para los
empleados de Webhelp Espantildea
bull Encuesta de satisfaccioacuten con la gestioacuten durante el COVID-19 a todos los empleados del Grupo
bull Reuniones de emergencia con los clientes para revisar budget staffing acuerdos contractuales etc
bull Reuniones con los clientes para coordinar la vuelta a la oficina
bull Encuesta anual de satisfaccioacuten de clientes con preguntas especiacuteficas sobre COVID-19
bull Definicioacuten del modelo hiacutebrido de trabajo Entrevistas por todo el Grupo
bull Apertura generalizada de oficinas (otras sedes)
Definicioacuten y adecuacioacuten de los distintos protocolos
bull Cambios de poliacutetica de viajes y de reuniones
bull Actualizaciones de los protocolos del grupobull Consejos de prevencioacuten (emails y carteleriacutea) Lavado de manos uso de gel hidroalcohoacutelico rdquoWebhelp Hellordquo saludos alternativos coacutemo actuar en caso de tener siacutentomas tips para limitar la transmisioacuten del virus consejos para un mejor uso de las mascarillas tips para los que llevan gafas y mascarillas consejos para guardar las mascarillashellipbull Comunicaciones semanales de Direccioacuten a toda la plantilla de empleadosbullDiarios de Cuarentena- Paacutegina especial en la intranet corporativa para compartir fotos y viacutedeos de coacutemo los empleados viven el confinamientobull Strongertogether - Campantildea de actividades diarias en Instagram Stories en su mayoriacutea realizadas por empleados para hacer el confinamiento maacutes ameno a otros Webhelpersbull Campantildea Haacutebitos Saludables Webhealth Nutricioacuten durante el confinamiento tips de mindfulness ejercicios en casa fitness challengehellip
Copyright copy 2020 All rights reserved 7
GARANTIZANDO LA ENTREGA DEL SERVICIO ndashPROTOCOLOS
Consolidacioacuten de oficinasTodos los edificios principales de Barcelona fueron cerrados a excepcioacuten de algunas plantas del edificio principal de Diagonal
Retorno a la oficinaInstrucciones especiacuteficas para los empleados que se encontraban enfermos o de vacaciones en el inicio del confinamiento
Poliacuteticas de prohibicioacuten de viajesInstrucciones sobre la prohibicioacuten de viajar para los paiacuteses afectados y para quienes viajaron alliacute recientemente
Empleados que siguieron trabajando en la oficinaInstrucciones para aquellos empleados que no pudieron trabajar en casa (por no tener espacio o conectividad informaacutetica)
Procedimiento para el trabajo desde casaUn documento obligatorio que tuvieron que firmar todos los empleados que trabajaraacuten desde casa
Revisioacuten del contrato de clientesRevisioacuten del contrato para comprobar la Claacuteusula de Fuerza Mayor Acontecimientos imprevistos
Formulario de declaracioacuten de salud del visitanteEn caso de visitas externas a nuestro edificio
Debido a la naturaleza especiacutefica del Desastre COVID-19 se crearon protocolos y procedimientos corporativos para todos los empleados de la
empresa asegurando que la seguridad de los empleados esteacute garantizada y que los negocios puedan avanzar de acuerdo con la ley La mayoriacutea de ellos
son documentos obligatorios debido a la declaracioacuten del estado de emergencia en Espantildea
Copyright copy 2020 All rights reserved 8
GARANTIZANDO LA ENTREGA DEL SERVICIO ndashIT
Configuracioacuten gradual de maacutes de 3500 estaciones de trabajo
(primer piloto del 10 despueacutes del eacutexito implementacioacuten
completa)
Instrucciones operativas para configurar Avaya One X y Cisco
VPN
Revisioacuten del nuacutemero de licencias adquiridas
Anaacutelisis de riesgo de Seguridad
Trabajo en la solucioacuten VDI de Microsoft Azure para estar listo
en caso de que los proveedores no entregaran ninguacuten equipo
nuevo
Debido a la raacutepida expansioacuten del COVID19 en Espantildea y a los rumores
sobre un posible confinamiento por parte del gobierno el piloto inicial
definido en el plan del proyecto no se pudo realizar por lo que el equipo
BCP decidioacute realizar un despliegue completo en su lugar
Planificacioacuten y roadmap de la implementacioacuten Despliegue
Inicio de la configuracioacuten
de los Perfiles VPN para
todos los proyectos El
equipo de IT configuroacute
manualmente todas las
estaciones de trabajo
(alrededor de 3500) El
equipo de BCP decidiriacutea
coacutemo enviar a casa a
todos los empleados
Comenzamos a
enviar a casa a todos
los empleados
Ya un 56 de los
empleados comenzaba la
semana laboral en casa
Monitoreo constante del
uso de la conexioacuten VPN y
el uso de la CPU e
informe a los miembros
del equipo BCP
Tickettool bajo entorno seguro
de nuevo
Hitos clave del despliegue
10 MARZO
13 MARZO
16 MARZO
23 MARZO
Project plan
inicial para la
configuracioacuten de
las estaciones
de trabajo
Organizacioacuten del soporte remoto
Procedimiento para controlar
las estaciones de trabajo
reales en casa
Creacioacuten del archivo de control de preparacioacuten de IT HBE para
rastrear a los usuarios y equipos listos para trabajar desde casa
Las operaciones tuvieron que informar a TI sobre el personal que
trabajaba desde casa
Creacioacuten de la liacutenea de soporte telefoacutenico remoto
URL puacuteblica temporal de Tickettool y cuentas
administrativas locales para acelerar la instalacioacuten del
software requerido
A
Copyright copy 2020 All rights reserved 9
GARANTIZANDO LA ENTREGA DEL SERVICIO ndashRELACIOacuteN CON EL CLIENTE
Webhelp notificoacute a sus clientes sobre la implementacioacuten del BCP
Algunos clientes apoyaron los proyectos enviando laptops a sus agentes
Webhelp dando soporte a las tareas relacionadas con el proyecto (por ejemplo
escaladas cambio de procedimientos)
Desactivacioacuten de algunos canales de contacto como Phone y Chat
Implementacioacuten de nuevos proyectos de forma remota
Plan de formacioacuten inicial y onboarding para nuevo proyecto (170 agentes) de forma
remota
bull Programas con protocolos de seguridad especiacuteficos (por ejemplo PCI y poliacuteticas de
seguridad propiedad del cliente)
bull Programas que trabajan con herramientas propiedad del cliente
bull Clientes afectados internamente por la Declaracioacuten de Estado de Emergencia
espantildeola
bull Implementacioacuten de nuevos programas durante el COVID19
Desafiacuteos
Acciones
Ejemplo de colaboracioacuten con uno de los clientes
maacutes antiguos
Copyright copy 2020 All rights reserved 10
GARANTIZANDO LA ENTREGA DEL SERVICIO ndashOPERACIONES Y PERSONAL
Microsoft Teams Talent Train Para la comunicacioacuten interna en los programas (Managers y agentes) Reuniones de equipo formaciones y seguimientos y gestioacuten de los
programas Control interno para la logiacutestica y control de los dispositivos que se
encuentran actualmente en casa Formaciones online a traveacutes de Talent Train
Grupo de Whatsapp de Managers Directores Con el fin de brindar un mejor soporte y un tiempo de respuesta maacutes
raacutepido se creoacute un Grupo de WhatsApp para Managers Directores
WISE Intranet de la empresa para anuncios e instrucciones corporativos Encuesta para evaluar las condiciones de seguridad y salud al
realizar el trabajo desde casa
Foco en las prioridades Asegurar que los agentes tengan conectividad y acceso Garantizar la comunicacioacuten regular con todos los Webhelpers Reforzar la estructura de WFM (monitoreo en tiempo real etc) Entrega de material en base a resultados de encuestas peticiones
etc
Formacioacuten La puesta en marcha de una cuenta grande coincide
con el estado de emergencia iquestCoacutemo pueden impartir formacioacuten antes de la puesta en marcha
iquestCoacutemo garantizaremos la formacioacuten continua
Comunicacioacuten Coacutemo se comunicaraacuten los Managers entre siacute coacutemo se
tomaraacuten las decisiones y coacutemo se les informaraacute Coacutemo se comunicaraacuten los equipos entre siacute
Entorno de trabajo iquestCoacutemo se asegura la empresa de que los empleados
tengan el entorno laboral adecuado en casa
Performance y Calidad iquestCoacutemo podraacuten Team Managers y los Supervisores
gestionar sus equipos de forma remota iquestCoacutemo pueden controlar el desempentildeo de sus
agentes iquestCoacutemo se motivaraacute a los agentes
Desafiacuteos Acciones
Copyright copy 2020 All rights reserved 11
CUIDADO DE NUESTROS WEBHELPERS
Mails semanales de nuestra Presidenta
Todos los lunes nuestra presidenta enviacutea un email con actualizaciones sobre nuestras actividades y palabras de aliento
StrongerTogether Campantildea de Instagram
Protocolos de vuelta a la oficina
Video con las medidas de seguridad posters infografiacutea enviada por mail recordatorios por mail y RRSS
Testimonios en video
Primeras impresiones de los compantildeeros que fueron regresando a las oficinas
Consejos de salud
Emails de WebHEALTHenviados dos veces por semana Actividades especiales por el diacutea mundial del Yoga
Se creoacute un video recap de todas las actividades que compartimos durante el confinamiento en webhelpspain y strongertogether
Copyright copy 2020 All rights reserved 12
CUIDADO DE NUESTROS WEBHELPERS ndashACTIVIDADES EN CASA
Actividades
Club del libro
Trabajando con mascotas
Reuniones virtuales
Recetas de cocina
Juegos
Copyright copy 2020 All rights reserved
CUIDADO DE NUESTROS WEBHELPERS
Plan de comunicaciones durante la crisis del COVID-19
Nuestro Departamento de Comunicacioacuten establecioacute la tipologiacutea y frecuencia de las comunicaciones internas en estrecha colaboracioacuten con los headquarters del Grupo compartiendo materiales y contenidos para su aplicacioacuten en otras regiones
13
Copyright copy 2020 All rights reserved
CUIDADO DE NUESTROS WEBHELPERS
Regalo de agradecimiento a todos los Webhelpers en Espantildea
Todos nuestros empleados recibieron un detalle en sus casas y oficinas para agradecerles por su compromiso y trabajo duro porque juntos logramos la milla extra
Estos son algunos de los mensajes de agradecimiento que compartieron con nosotros
14
Formacioacuten
Copyright copy 2020 All rights reserved 15
CUIDADO DE NUESTROS WEBHELPERS ndashSOPORTE CORPORATIVO
bull Comunicacioacuten de formaciones online
bull Formacioacuten y Coaching virtual
bull Microsoft Teams
bull Formaciones online PIMEC
bull Mejores praacutecticas de coacutemo trabajar desde casa (preparadas por uno de los
proyectos que ya trabajaba en casa anteriormente)
bull Material de formacioacuten del Centro of Excelencia de Webhelp incluyendo
bull Problemas teacutecnicos coacutemo restablecer mis contrasentildeas la clave para el
uso de Avaya desde Pc menuacute desplegable de VPN etc
bull Gestioacuten de equipo coacutemo hacer una sesioacuten 1 a 1 de forma remota
coacutemo mantener los liacutemites del equipo etc
bull Actitudes especiacuteficas para el trabajo desde casa lo que se debe y no
se debe hacer
Salud
bull Actualizaciones de protocolo para viajar en zonas afectadas o cuando se
regresara recientemente de una de las zonas afectadas (por ejemplo Italia)
bull Aplicacioacuten meacutedica para consultas privadas por teleacutefono
bull Protocolo sobre coacutemo tratar de forma general el COVID19
bull El protocolo actualiza coacutemo comportarse en caso de que los empleados
tuvieran siacutentomas
bull Ademaacutes se envioacute una encuesta de evaluacioacuten del Ministerio del Interior a los
gerentes y al personal para evaluar sus condiciones laborales actuales en el
hogar
Copyright copy 2020 All rights reserved 16
CUIDADO DE NUESTROS WEBHELPERS ndashACTIVIDADES EN CASA
Actividades
Club del libro
Trabajando con mascotas
Reuniones virtuales
Recetas de cocina
Juegos
Copyright copy 2020 All rights reserved 17
CUIDADO DE NUESTROS WEBHELPERS ndashRESULTADOS
Resultados de la encuesta especiacutefica sobre teletrabajo
En el mes de mayo realizamos a nuestros Webhelpers en Espantildea una encuesta para saber el grado de satisfaccioacuten con la transicioacuten al teletrabajo Un 73 de los encuestados no habiacutea realizado nunca teletrabajo antes de la crisis
90
SE SENTIacuteAN MOTIVADOS
TRABAJANDO DESDE CASA
86
SATIFACCIOacuteN CON EL EQUILIBRIO ENTRE EL TELETRABAJO Y VIDA
FAMILIAR
88
SATISFACCIOacuteN CON LA RESPUESTA DE WEBHELP ANTE LA
CRISIS
94
SE SENTIacuteAN SEGUROS DE PODER HACER SU TRABAJO DE FORMA
REMOTA
Un 65 de los empleados indicaron que no tuvieron problemas teacutecnicos durante el confinamiento
Un 44 de los empleados indicaron que no tuvieron grandes desafiacuteos a la hora de teletrabajar De los que siacute tuvieron un 21 indicaron problemas de conectividad
Un 80 de los empleados consideraron uacutetiles los consejos sobre teletrabajo enviados regularmente
La satisfaccioacuten global con el teletrabajo durante el confinamiento fue del 88
30NPS
El NPS en la uacuteltima encuesta de empleados
2019 fue de -140 ndash no lo recomendariacutea en absoluto
10 ndash lo recomendariacutea
totalmente
Copyright copy 2020 All rights reserved 18
CUIDADO DE NUESTROS WEBHELPERS ndashRESULTADOS
Resultados de la encuesta global de Webhelp sobre COVID-19
En el mes de junio todas las regiones de Webhelp completamos una encuesta complementaria a la anterior donde se analizaba la situacioacuten del teletrabajo y se preguntaba ademaacutes por futuras preferencias de jornada
Copyright copy 2020 All rights reserved 19
CUIDADO DE NUESTROS WEBHELPERS ndashRESULTADOS
Resultados de la encuesta global de Webhelp sobre COVID-19
Pmd llamadas contestadasSep amp Oct 2019 (antes de peakseason)
Niveles de servicio
Copyright copy 2020 All rights reserved 21
SERVICIO ndashANAacuteLISIS DE DATOS
Calidad
Muestreo de 18 de nuestros proyectos que usan la
herramienta de monitorizacioacuten corporativa
Si bien durante la crisis el volumen de escuchas
descendioacute a niveles similares de periodos de peak
season la calidad se mantuvo
Copyright copy 2020 All rights reserved 22
SERVICIO ndashFEEDBACK DE CLIENTES
ldquoThank you for sharing the informationWe are glad that current measures taken areworking out so far and there are nointerruptions of service for PUMA customersChallenges will remain to ensure efficiencyand quality ndash with the high dedication of thesupervisors and project management Irsquomconfident that we can jointly manage thesituationrdquo
ldquoFirstly a very large round of applause andwell done from our JDE UK Leadership interms of the amazing turnaround in gettingall Agents set up to work from home at thatshort notice and ensuring continuity ofCustomer Service to our UK amp Irelandconsumers 128522128522rdquo
Nuestros clientes quedaronsatisfechos con laimplementacioacuten de las medidas laimplicacioacuten colaboracioacuten de todoslos empleados y los resultadosobtenidos A continuacioacuten algunosde los comentarios recibidos
ldquoWell done and ldquothank yourdquo to you and all ofthe Webhelp team in regard to thepreparations for home working It was a hugejob with little impact to us I spoke with Marcyesterday and he said that people in the teamswere mostly positive and super helpful I thinkI understand more that most people the effortsinvolved in making this happen so I am sopleased wi2th the reaction and actions fromyou and the teamrdquo
Otros comentarios positivos recibidos de los siguientes clientes
bull Satisfecho con la raacutepida respuesta deWebhelp
bull Satisfecho de poder mantener lasoperaciones en curso
bull Mostrando apoyo al BCPbull Satisfecho con la colaboracioacuten con todos
los departamentos e IT
Copyright copy 2020 All rights reserved 23
SERVICIO ndashRESULTADOS
A nivel de grupo el grado medio desatisfaccioacuten de nuestros clientes ha subido5 puntos con respecto a la anteriorencuesta (Q4 2019) En la regioacuten deEspantildea la satisfaccioacuten general es algoinferior a la del grupo (81) pero encambio la satisfaccioacuten con la gestioacuten delCOVID-19 es superior (88 comparado con83)
Copyright copy 2020 All rights reserved 24
PLAN DE REGRESO
Desde el momento en que nos confinaron estamos trabajando en disentildear una vuelta a las oficinas que respeten las
medidas necesarias de distanciamiento social higiene y seguridad Nuestro equipo multidepartamental realiza reuniones
semanales de seguimiento para ver que las oficinas los proyectos y los empleados estaacuten preparados para este regreso
escalonado Hemos combinado este regreso a la oficina junto con nuestro nuevo modelo de trabajo hiacutebrido
Nuestro edificio de Diagonal ha sido certificado como ldquoGlobal Safe Siterdquo
Project Plan de regreso a la oficina en modelo hiacutebrido
33
77164 280
356
33103
267
432 391434
10
96
268
281 202
243
66
245
856
1218 1188
1366
0
200
400
600
800
1000
1200
1400
1600
0
200
400
600
800
1000
1200
1400
1600
1800
April May June July August September
Tota
l acu
mul
ado
Axis Title
Personal trabajando en la oficina
22 Ausias March Malaga Diagonal Valencia Mas Blau
Mediattic Pamplona Roc Boronat Santa Luciacutea Total
Debido a las uacuteltimas medidas establecidas por el Gobierno actualmente estamos volviendo a fomentar el teletrabajo ante un modelo hiacutebrido
Antes de la crisis del COVID-19 nuestro modelo de trabajo era un 90 en la oficina y un 10 de empleados en casa Tras implementar el modelo de teletrabajo y analizar resultados de la operacioacuten y predisposicioacuten y apetencia tanto de clientes como de empleados estamos trabajando en la implantacioacuten de un modelo hiacutebrido de teletrabajo que combina LO MEJOR DE LOS DOS MUNDOS
Copyright copy 2020 All right reserved 25
Flexibilidad para la gentebull Dar flexibilidad a nuestros Webhelpers y ofrecer una mejor propuesta de valor para los
empleadosbull De base voluntariabull El regreso a la oficina es posible si no se dan las condiciones en casa o hay fatiga
Mitigar los Riesgos operacionales
bull La elegibilidad para el teletrabajo se basa en el desempentildeo bull Hay poliacuteticas de retorno a la oficina en caso de empeoramiento del desempentildeo
Dinaacutemica de ventasbull Asegurar una fuerte dinaacutemica de ventas y un ambiente impulsado por el hecho de estar en la
oficina cuando los equipos estaacuten onsitebull Organizar animaciones desafiacuteos onsite aprovechando la dinaacutemica de grupo
Espiacuteritu de equipo y engagement
bull Desarrollo del espiacuteritu de equipo y asegurar la conexioacuten a traveacutes de eventos sociales animaciones onsite y proximidad
bull Fortalecer el sentido de pertenencia a Webhelp y las marcas que representamos
MIRANDO AL FUTURO ndashMODELO HIacuteBRIDO
Copyright copy 2020 All right reserved 26
Mejora operacional Continuidad de negocio
El modelo hiacutebrido puedebull Ampliar el pool de talento extendiendo su
cobertura geograacuteficabull Atraer nueos perfiles de candidatos (para
quienes la configuracioacuten in situ exclusiva no es compatible con las limitaciones personales)
bull Atraer nuevo talento con skills especiacuteficos o superiores
Atraccioacuten de talento
bull Los desplazamientos generan hasta el 32 de las emisiones de carbono totales de Webhelp
bull Al reducir los desplazamientos trabajar desde casa puede reducir nuestro impacto en el medio ambiente y por tanto en la huella de carbono general de nuestro cliente
Reduccioacuten de emisiones de carbono
Ponemos a nuestro cliente en nuestro corazoacuten Ponemos los mejores intereses
de nuestros clientes en el corazoacuten asiacute es como hacemos un esfuerzo adicional
bull El modelo hiacutebrido incluye un BCP incorporado lo que garantiza la continuidad de las operaciones sin problemas de nuestro cliente en un contexto de crisis
bull Mejor desempentildeo general Disminuyendo la rotacioacuten voluntaria y reteniendo
la experiencia y los skills Incrementando la retencioacuten de los top
performers
Mayor flexibilidadbull El modelo hiacutebrido puede aumentar la flexibilidad
en la prestacioacuten de nuestro servicio aprovechando la optimizacioacuten de WFM habilitada por la flexibilidad del trabajo en casa (por ejemplo turnos divididos) para una mejor adherencia a la curva de demanda
La implementacioacuten del modelo hiacutebrido tiene pocas interrupciones en comparacioacuten con el modelo completo en el sitio lo que limita el riesgo para nuestros clientes
Valor para nuestros clientes1
MIRANDO AL FUTURO ndashMODELO HIacuteBRIDO
Copyright copy 2020 All right reserved 27
En una encuesta interna realizada en 11 paiacuteses en mayo 2020 los agentes indicaron que prefeririacutean trabajar
En un modelo hiacutebrido
Onsite solamente
En casa solamente
67
23
10
Motivaciones para trabajar desde casa
Menos transporte
Mejor entorno de trabajo
Maacutes flexibilidad para una mejor conciliacioacuten
bull Menos coste
bull Menos tiempo
bull Menos fatiga
bull Entorno menos estresante
bull Menos fatiga debido al ruido
bull Comer en casa
bull Capacidad para manejar las limitaciones personales (nintildeos a la escuela tiempo en familia etc)
Valor para nuestros empleados2
MIRANDO AL FUTURO ndashMODELO HIacuteBRIDO
Copyright copy 2020 All right reserved 28
APRENDIZAJES
Alto compromiso y participacioacuten de todos los
empleados de Webhelp
Alto compromiso del equipo de IT (exceso de trabajo durante el fin de semana
anterior a la implementacioacuten completa)
Alta colaboracioacuten compromiso y apoyo de todos los programas (de Managers y
agentes) Uno de los programas incluso creoacute una instruccioacuten en video para sus
agentes sobre coacutemo instalar VPN y Softphone
Fomento tambieacuten a traveacutes de mensajes de motivacioacuten de la presidenta Helena
Guardans y el director general Julio Joliacuten
Asegurar la continuidad del negocio
Webhelp pudo cambiar de una estructura basada en la oficina a una basada en
el teletrabajo (de un 90 - 10 a un 10 -90) en menos de una semana
Por lo tanto pudo minimizar el impacto sobre el personal y la prestacioacuten de
servicios
Webhelp fue capaz de proteger y reforzar la reputacioacuten y la imagen corporativa
Reduccioacuten del impacto financiero
Reduccioacuten del absentismo durante las 2 primeras semanas de despliegue
Invertir y adaptarnos a nuevas tecnologiacuteas
Durante los uacuteltimos antildeos Webhelp se ha centrado en la Innovacioacuten para adaptarse
a las nuevas tecnologiacuteas como
bull Cambio a Microsoft Office 365bull Cambio de servicio telefoacutenico a Avaya Red Avaya One X habilitando la
posibilidad de estar conectado en casa fuera de las oficinas principales detrabajo
bull Dashboards Informes a traveacutes de Tableau y SQL Server accesibles a traveacutes devarios dispositivos (incluido el moacutevil)
bull Automatizacioacuten de contactos mediante IVR Machine Learning y Bots
Partnership y recomendacioacuten de nuestros clientes Los clientes y Webhelp reforzaron su soacutelida asociacioacuten colaborando entre siacute
en la situacioacuten de desastre Los clientes mostraron confianza y apoyo a nuestras decisiones y acciones Webhelp acordoacute con algunos de los clientes hacerse cargo tambieacuten de algunas
de las tareas diarias relevantes en las operaciones (generalmente escaladasadministradas por los clientes)
Contact Information
Marta Loacutepez
Business Development Director
MartaLopezwebhelpcom
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Slide Number 23
Slide Number 24
Antes de la crisis del COVID-19 nuestro modelo de trabajo era un 90 en la oficina y un 10 de empleados en casa Tras implementar el modelo de teletrabajo y analizar resultados de la operacioacuten y predisposicioacuten y apetencia tanto de clientes como de empleados estamos trabajando en la implantacioacuten de un modelo hiacutebrido de teletrabajo que combina LO MEJOR DE LOS DOS MUNDOS
Slide Number 26
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Slide Number 29
Week
Timeline
Project Implementation
SOW
Project Timeline
Recruitment
Training
IT amp Facilities
Reporting
Operations
Week1
ERRORREF
19
0
61
28
9
8
8
0
Week2
ERRORREF
23
0
61
28
9
9
8
0
Week3
ERRORREF
31
0
89
58
14
10
17
0
Week4
ERRORREF
34
0
92
60
14
22
17
0
Week5
ERRORREF
39
0
93
61
24
41
17
0
Week6
ERRORREF
0
0
0
0
0
0
0
0
Week7
ERRORREF
Week8
ERRORREF
Week9
ERRORREF
Week10
ERRORREF
Week11
ERRORREF
Week12
ERRORREF
Instructions
1 Ensure to copy formual from previous week into the current week
2 Ensure to copy data as real value before updating the plan (this way you will capture weekly progress)
Decision Log
ID
Topic
Description
Incorporate To E32169 Where actions are incorporated to eg Change Order SOW Playbook Process CIC etc
Entry Date
Taken by
Comments
1
2
3
4
5
6
7
8
9
10
IVR Setup Plan
Tower
Item
Start Date
End Date
Owner
Status
Remark
IVR Setup Plan
Define IVR Scope
Confirm voice requirement - Local Professional
ERRORREF
ERRORREF
ERRORREF
(1)
Confirm language requirement for each country
ERRORREF
ERRORREF
ERRORREF
(1)
Develop IVR Workflow
Develop IVR workflow for each country
ERRORREF
ERRORREF
WH
(1)
Client review and approval
ERRORREF
ERRORREF
Client
(1)
Develop IVR Script
Obtain existing script [If Available]
29-Jun
6-Jul
WH
(1)
Develop IVR script in each language
29-Jun
6-Jul
WH
(1)
Client review and approval
4-Jul
6-Jul
Client
(1)
Recording IVR
Obtain existing recording [If Available]
ERRORREF
ERRORREF
WH
(1)
Identify voice talent
ERRORREF
ERRORREF
WH
(1)
Record IVR in each language
ERRORREF
ERRORREF
WH
(1)
Client review and sign-off
ERRORREF
ERRORREF
Client
(1)
Configuration and Testing
IVR configuration to telephony system
ERRORREF
ERRORREF
WH
(1)
Testing and UAT
ERRORREF
ERRORREF
WH
(1)
Client review and sign-off
ERRORREF
ERRORREF
Client
(1)
Program Readiness Checklist
RESONSIBILITY
ACCOUNTABILITY
CONSULT
INFORM
Oracle
SBT
ActionsComment
Contractual
Resources Defined
ClientSBT AM
VP
VP
PMVLM
euro - 0
Levels Defined
SBT HR amp REC
SBT HR amp REC
VP
PM
euro - 0
Management Structure
SBT AMVP
SBT AM
VP
PM
euro - 0
Targets amp KPI Set
LynnPM
PM
VP
VLM
euro - 0
Program
Recruitment Process
PMO
REC
PM
VLM
euro - 0
RACI Frame work
PM
PM
VP
PMOVLM
euro - 0
Sales Engine
VLM
PM
VP
PM
euro - 0
10 week Plan
VLM
PM
VP
PM
euro - 0
Soft Metrics Defined
VLM
PM
VP
PM
euro - 0
Territory Allocated
VLM
PM
PM
PM
euro - 0
Territory in CRM
VLM
PM
PM
PM
euro - 0
Quarter Campaignpromotions
VLM
PM
PM
PM
euro - 0
Rules of Engagement
PM
PM
VLM
PM
euro - 0
Playbook
PMO
PM
VLM
PMO
euro - 0
On-boarding Plan
VLMSBT Training
PM
PM
PM
euro - 0
Training amp Coaching Plan
VLM
PM
SBT Training
PM
euro - 0
QA
VLM
PM
SBT Training
PM
euro - 0
Communications
Organisation Structure
PM
PM
VP
VLM
euro - 0
ROB Country
VLM
PM
VP
PM
euro - 0
ROB Program
PM
PM
VP
VLM
euro - 0
ROB RHQ
PM
PM
VP
VLM
euro - 0
Communication Pack
PM
PM
VP
VLM
euro - 0
Reporting Established
PM
PM
VP
VLM
euro - 0
Reporting Calendar Agreed
PM
PM
VP
VLM
euro - 0
Management
Talent Assessment
VLM
PM
VP
PM
euro - 0
Job Descriptions
VLM
PM
VP
PM
euro - 0
Employee Readiness Check
VLM
PM
VP
PM
euro - 0
Individual Targets Set
VLM
PM
VP
PM
euro - 0
Funnel Validation
VLM
PM
VP
PM
euro - 0
Head Count Filled
VLM
PM
VP
PM
euro - 0
Comp Plan Issued
PM
PM
VP
VLM
euro - 0
Comp Plan Signed
PM
PM
VP
VLM
euro - 0
Welcome Pack
VLM
PM
VP
PM
euro - 0
Infocenter Access
VLM
PM
VP
PM
euro - 0
Sharepoint Access
VLM
PM
VP
PM
euro - 0
Agent
Readiness Training
VLM
PM
VP
PM
euro - 0
Red Carpet
VLM
PM
VP
PM
euro - 0
Call Plan
VLM
PM
VP
PM
euro - 0
Partner ProfiledAllocated
VLM
PM
VP
PM
euro - 0
Territory Plan
VLM
PM
VP
PM
euro - 0
Territory Visits
VLM
PM
VP
PM
euro - 0
Individual Development Plan
VLM
PM
VP
PM
euro - 0
Onboarding
1
-1
1
-1
Onboarding
IT set-up
Location
Wave
Training start
Language Supporting Country
Status
Name
Role
Type
Comment
Credentials
Training
Work place
IT equipment
Telephony equipment
Internet connectivity
C-User
SAP Email address
ERRORREF
Kuala Lumpur
IT and Telephony Action List
Tower
Item
Start Date
End Date
Owner
Status
Remark
Avaya amp Oceanan
Avaya and Oceana
Internet Conection
Obtain quoation from 2 providers
Local IT
1
Cost approval
Local IT
1
Internet Setup
Local IT
1
VPN
VPN Setup
LocalBCN IT
(1)
Testing
LocalBCN IT
(1)
Avaya Design
Technical Design
Global IT
1
Functional Design
LocalBCN IT
-
VLAN amp MPLS Setup
LocalBCN IT
(1)
Install configure and deploy Avaya server
Global IT
(1)
IVR
Global IT
(1)
Equipment Order amp Delivery
Obtain quotation
Local IT
1
Cost approval
Local IT
1
Order all necessary equipment
Local IT
1
Delivery and deployment
Local IT
(1)
Telephony Configuration (Avaya amp Oceana)
Configuration
Local IT
(1)
UAT (Call Inbound)
Local IT
(1)
UAT (Call Outbound)
Local IT
(1)
UAT (Oceana)
LocalGlobal IT
(1)
Telephony delivered
Local IT
(1)
Cisco (as a backup)
Cisco
Design amp Implementation
Routing design
LocalGlobal IT
(1)
Cisco line setup as backup option
LocalGlobal IT
(1)
(5)
Local DID for all Asia Countries
Cisco
DID Setup
Identify provider for all countries line
Local IT
-
Obtain quotation
Local IT
-
Cost approval
Local IT
(1)
Routing design
Local IT
-
DID setup
Local IT
(1)
DID testing amp UAT
LocalGlobal IT
(1)
Routing
Local IT
(1)
Final testing amp UAT
LocalGlobal IT
(1)
Key Reports
Item
Version
Completion
Updates
Target Date
Dependencies amp Risks
C4CS Power BI Report
C4CS Power BI Report - Signoff
C4CS Direct Link to Power BI
MBR Dashboard - Draft
MBR Dashboard - Final
MBR Dashboard - Sign off
Avaya Report Global in Avaya System
C4CS amp Avaya Daily Report
WFM Puerto Rico
DiscussionAction Point
Item
Owner
Status
Remark
Target Date
Data - Access (Shared Folder)
Steffen
1
Intermediate solution for data storageData will be stored on Webhelp Enschede server for intermediate time until data (GDPR) items have been clarifiedData will be retrieved bysiti-aisyahmohdsallehsellbytelcomganeshloganathan1sellbytelcomLocation -Server 1023234 (via VPN)Server hostname sftpxtrasourceeu (if over the internet)Protocol sFTPSSHPort 22Username SBT_BIPassword hbjNfNvMNV6e7P
6-Feb
Demo on Avaya reporting functionalities
Steffen
1
Steffen to schedule some time with Aisyah and Ganesh to give more insights on functionalities within Avaya(First demo will be done tomorrow)
8-Feb
Documentation of Avaya Functionalities
Barry Steffen
1
- To provide other documentation with regards to Avaya functionalities to the team in APAC
8-Feb
Demo Training of Avaya Data Extraction
Almar
1
- Almar to conduct training to Eugene amp Ganesh on data extraction of Avaya amp Oceana- Training documentation stored inhttpsswasellbytelcomTrainingSignify20Training2020QualityFormsAllItemsaspxRootFolder=2FTraining2FSignify20Training2020Quality2FTraining20Material20Folder2028External20and20Internal20Access292FAvaya20Oceana20Supervisor20TrainingampInitialTabId=Ribbon2EDocumentampVisibilityContext=WSSTabPersistence
1-Feb
Global Decision makers
-
Reporting Demo
-
Avaya Data Extraction Access
-
Implementation Checklist
Topic
Details
Required
Owner
Status
General Set Up
1
General Set Up
11
Go live
if several waves indicate exact dates
Yes
-
First Wave 31-Jan Following Waves to be confirmed
12
Initition Template signed off
Defines project and server as Project Charter
Yes
-
13
Scope of Work (SOW) Defined and Signed
eg service sales support
Yes
-
14
Stakeholders Identified
internal and external
Yes
-
15
Communication stragety agreed
Define communciation for reporting implementation Operations escalations
Yes
-
16
Implementation start date agreed
Agree on proejct kick off date
Yes
-
17
Training start
if several waves indicate exact dates
Yes
-
First Wave 10-Dec Second Wave TBC
18
Recruitment start
indicate expected number of weeks before training start
Yes
1
6 - 8 weeks
19
HC Defined
please distinguish between waves if applicable
Yes
1
Wave 1 9 CH + 3 HK
11
Languages requirement agreed
specify per HC
Yes
-
11
JD
available already If so please share
Yes
1
11
Floor plan
available already If so please share
Yes
1
11
Telco line setup
ITFS procurement outbound line set up
Yes
-
11
IT equipment delivered
Develiry as per IT checklist
Yes
-
12
BI amp Reporting
Develop Report ROB WBR MBR and QBR
Yes
-
12
Program Readiness
Execure Readness checklist
Yes
-
Site Set Up
2
Site Set Up
21
Floor
Discuss and sign contract to rent
No
(2)
22
Develop obtain floor plan
No
(2)
23
Floor design (designation of common areas and workspace)
No
(2)
24
Painting type of floor curtains blinds etc
No
(2)
25
Quotation and purchase of air condition
No
(2)
26
Final cleaning before furniture set up
No
(2)
27
Cabling
General cabeling of the floor
No
(2)
28
Define single points to be cabled per workstation
No
(2)
29
Furniture common area equipment
Workstations tables chairs lockers etc
No
(2)
21
furniture for common areas (kitchen restrooms meeting rooms)
No
(2)
21
set up of furniture for workstationa and common areas
No
(2)
21
final cleaning after furniture set up
No
(2)
21
kitchen and bath room equipment
No
(2)
21
Security Meassures
order access control system
No
(2)
22
delivery of access control system
No
(2)
22
supply of access cards according to number of employees
No
(2)
22
Show room
setup of show room
No
(2)
22
others applicable
No
(2)
22
Mail box bell
mail box to be defined and labled
No
(2)
22
bell to connected to floor
No
(2)
HR and Recruitment
3
HR and Recruitment
31
Recruitment
overall responsible Dedicated recruiter
Yes
1
32
start date
Yes
-
33
JD creation and sign off
Yes
1
34
decide upon job ads
Yes
-
35
publish job ads
Yes
-
36
define recruiting process
Yes
1
37
Job specifications
start date of training
Yes
-
38
go live date after training
Yes
-
39
determine number of working hours per day week
Yes
-
31
determine number of working days per week
Yes
-
31
define shift modell
Yes
-
31
define bonus model
No
(2)
31
define salary range
Yes
-
31
determine vacation days
Yes
-
32
special vacation bank holiday agreements
Yes
-
32
special country regulations
Yes
-
32
duration fixed term employment
Yes
-
32
Onboarding
register employees in client tools
Yes
-
32
register employees in SBT tools (eg active directory)
Yes
-
32
is there a time recognistion system
Yes
-
32
distribute access cards to each employee
Yes
-
32
set up workforce management
Yes
-
Training
4
Training
41
Room equipment
define size of training groups
Yes
1
42
define IT equipment needed
Yes
-
43
Language country spedifics
define training language
Yes
-
44
are there country specifics to be tought to only some employees
Documentation of existing process (manual work processes etc)
Yes
-
Existing Europe process manual is available To obtain from Europe and review
412
Are there country specifics process
Yes
-
413
Localization of process
Yes
-
414
Special issues
to be considered
No
(2)
IT
5
IT
51
IT check list
definition of infrastructure requirements and capabilities
Yes
-
IT requirement to setup Oceana is TBC
52
sign-off Infrastructure Check-List by client
Yes
-
53
Connectivity
set up of Servers
No
(2)
54
server racks at site
No
(2)
55
quotation amp investment request for switches
No
(2)
56
ordering of switches
No
(2)
57
set up of switches
No
(2)
58
ensure internet connectivity at site
Yes
1
59
define connectivity to customer environment
Yes
1
51
quotation and purchase of Wi-Fi access points
No
(2)
51
set up of Wireless LAN
No
(2)
51
setup training rooms
No
(2)
51
Telephony
clarify telephony system (client or SBT)
Yes
-
51
order telephony system
Yes
-
52
delivery of telephony system
Yes
-
52
PCs
quotation amp investment request for workplace computer
Yes
-
52
ordering of workplace computer
Yes
-
52
quotation amp investment request for workplace headsets
Yes
-
52
ordering of workplace Headsets
Yes
-
52
delivery of PC Headsets and workplace UPS
Yes
-
52
Set up of workplaces (PC Phonesets Patching)
Yes
-
52
Tools software
set up of client tools (CRM etc)
Yes
-
52
set up of SBT tools
Yes
-
SBT to setup Avaya Oceana CRM
52
set up of client software (licences)
Yes
-
53
set up of SBT software
Yes
-
53
Security
quotation amp investment request for Firewall
Yes
-
TBC
53
ordering of firewall
Yes
-
53
set up of firewall
Yes
-
53
Printers Fax
quotation amp investment request for printers fax
No
(2)
53
ordering of printers fax
No
(2)
53
set up of printers fax
No
(2)
53
User acceptance testing
create UAT check list
Yes
-
53
test all IT systems before training start within SBT
Yes
-
53
test all IT systems before training start in relation to client systems
Yes
-
53
Reference machines
agree on reference machines
No
(2)
54
reference machines to be delivered
No
(2)
Reporting
6
Communication
61
Reporting
define reporting cadence
Yes
-
62
define distribution list
Yes
-
63
Business Review
define business review requirement
Yes
-
64
Communication Plan
define rhythm of business
Yes
-
65
Customer Interaction Center (CIC)
customer interaction center development
Yes
-
Finance
7
Finance
71
SOW
Develop and agree on the Scope
Yes
1
72
sign-off by client
Yes
-
73
Billing Process
Develop and agree
Yes
-
74
sign-off by client
Yes
-
75
PO
Issue PO and obtain payment
Yes
-
Risk and Mitigation Plan
Tower
Risk
Likelihood
Impact
Mitigation Strategy
Owner
Status
Remark
Commercial
Delay in Change Order sign off
Medium
High
HugoMarianne
1
Offer letter to new hire can only send with Change Order signed
Recruitment
Long hiring time for native agent
High
High
Proposed to hire local agent
Rey
1
Hire 90 local Malaysian
Unable to hire local agent in time
Low
High
- English agent to be deployed to support temporarily- Searching available internal candidate
Rey
1
Additional scope of ASEAN agents might take longer time
Infrastructure amp Facility
Late equipment delivery
Medium
Medium
Backup telephony system - Cisco to be setup
Khor
1
Cisco is SBT existing infrastructure with minimum setup effort needed
Delay in Avaya amp Oceana setup
Low
Medium
Backup telephony system - Cisco to be setup
Khor
-
VPN connection instable
Medium
Medium
VPN connectivity will be tested during implementation stage Foresee the connection should be stable most of the time In case of Oceana discruption Voice support should still be available
WH SBT IT
1
Lost of data due to disruption in Oceana
Low
Medium
Manual report during discruption
Ops
-
Oversea call forwarding legal constraint in China
Medium
High
Webhelp team to clarify and with our provider
WH SBT IT
1
- Potential legal constraint to perform oversea call forwarding from China to Malaysia DID- Call forwarding is allowed as confirmed by provider
Telephony UAT failed
Medium
High
Webhelp team will rectify the issue upon UAT on 221
WH SBT IT
-
UAT begin on 221
Signify VPN for PLM amp SAP
Medium
Medium
Luite
-
Soft Launch and Go-Live Schedule
Puerto Rico Work Schedule (5-Aug to 23-Aug)
8519
8619
8719
8819
8919
81019
81119
81219
81319
81419
81519
81619
81719
81819
81919
82019
82119
82219
82319
Voice Switch Over Schedule
Country
Voice Cut-over date
Support Country Time
MY Time (CET -6)
CET time (GMT +1)
Phone
Toll Toll Free Phone
Call Activity
Activity
Country
Voice Cut-Over
US
Outbound Activity - Webform amp Unassociated Tic
Canada
Outbound Activity - Webform amp Unassociated Tic
PROJECT
ABERT
SCOPE (Sales Customer Service Tech Support Helpdesk)
Customer Service
BILLING (Hourly FTE Transactions)
Hourly
Total EMPLOYEES (including Management)
130
Working Days
Monday to Saturday
Shift
9am till 6pm
Office Address
Diagonal 197 13th floor
Current Office Seat capacity
185
Employees distribution (refer to tab)
Employees
Distribution
HOME
20
15
OFFICE
20
15
HYBRID
90
69
TOTAL
130
100
Desk needed in the office
50
Desk needed with workstation (PC+Keyboard+Mouse)
33
Take into consideration people coming in the office with a laptop
2nd screen needed - Yes or No
Yes
If Yes how many are needed
16
Camera needed - Yes or No
yes
If Yes how many are needed
30
Any other requierements
NA
Meeting rooms needed in the office
2
15 PAX
Training rooms needed in the office
1
20 PAX
Customer AM notified (Yes or No)
Yes
Hybrid Model implementation Date
30-Jul
Employees distribution (refer to tab)
PROJECT
SCOPE (Sales Customer Service Tech Support Helpdesk)
BILLING (Hourly FTE Transactions)
Total EMPLOYEES (including Management)
Working Days
Shift
Office Address
Current Office seat capacity
HOME
OFFICE
HYBRID
TOTAL
Desk needed in the office
Desk needed with workstation (PC+Keyboard+Mouse)
2nd screen needed
If Yes how many
Camera needed
If Yes how many
Any other requierements
Meeting rooms needed
Training rooms needed
Customer AM notified
Hybrid Model implementation Date
ABERT
Customer Service
Hourly
130
Monday to Saturday
9am till 6pm
Diagonal 197 13th floor
185
20
15
20
15
90
69
130
50
33
Yes
16
yes
30
NA
2
1
Yes
30-Jul
SCOPE
Define the distribution of Employees based on the 3 working Model - HOME OFFICE HYBRID
HOME
Employees who prefer to work at home due to the following reasons
At risk to catch Covid
Looking after a person at risk
Long commute to work (gt130 hours per day)
Family constraints (Children school run)
Recommendation
We would recommend to have employees come in the office at least 2 days per month (except people at risk)
Capacity
up to 20
OFFICE
Employees who prefer to be at the office as they are unable to work at home due to non suitable working conditions (no space flatshare no internet etc)
Recommendation
We would recommend to have employees come in the office at least 2 days per month (except people at risk)
Capacity
up to 10
HYBRID
Employees who are able to alternate between work in the office and work at home
Recommendation
We would recommend to alternate weeks instead of day
We would recommend to alternate weeks instead of day - Preference 1 week in the office 2 weeks home
Capacity
up to 60
Scenario on 100 people project
HOME
Office
Hybrid A
Hybrid B
Hybrid C
TOTAL
Occupancy
20
30
15
15
15
100
Week 1 office
5
10
20
35
35
Week 2 office
5
10
20
35
35
Week 3 office
5
10
20
35
35
Week 4 office
5
10
20
35
35
Please note that shrinkage is not taken into consideration so attendance can vary between 15 to 25
Vacations will need to be scheduled when employees are working from home
FECHA
DIAGONAL
PAMPLONA
MEDIATIC
AUSIAS MARCH
ROC BORONAT
MAS BLAU
22
VALENCIA
MAacuteLAGA
TOTAL
22
Ausias March
Malaga
Diagonal
Valencia
Mas Blau
Mediatic
Pamplona
Roc Boronat
Santa Luciacutea
Total
72720
132
26
119
29
20
3
57
386
Marzo
544
207
27
1864
169
41
497
253
262
17
3490
8320
131
25
89
26
16
5
50
342
Abril
24
1
3
33
1
1
10
2
4
1
66
81020
134
25
101
29
21
4
46
360
Mayo
80
8
3
103
1
4
96
3
5
245
81720
135
31
95
17
19
6
40
40
152
535
Junio
165
48
77
267
58
8
268
35
49
1
856
82420
139
29
102
25
14
2
34
34
143
522
Julio
195
74
164
432
66
15
281
63
64
2
1218
83120
122
27
90
30
19
3
30
31
195
547
Agosto
142
64
280
391
66
14
202
79
60
1
1188
9720
169
40
100
29
15
3
31
38
210
635
Septiembre
161
80
356
434
77
19
243
96
67
3
1366
91420
168
46
88
37
20
3
37
39
183
621
92120
202
39
121
39
31
5
38
47
243
765
92820
205
43
134
44
24
1
45
48
243
787
10520
184
44
141
40
35
0
77
50
255
826
101220
101920
102620
11220
Pre-Covid
Capacity
185
Covid19
Capacity
97
Redesign
Capacity
138
Location
Site
Floor
SQM
SQM Price
Contract End
Capacity before Covid
Capacity during Covid
Capacity Hybrid
Meeting Room 1
Meeting Room 2
Meeting Room 3
Meeting Room 4
Meeting Room 5
Meeting Room 6
BCN
Diagonal
1
1088
154
BCN
Diagonal
2
1088
179
BCN
Diagonal
3
1088
182
BCN
Diagonal
4
1088
185
97
138
XX
XX
XX
xx
LAB
BCN
Diagonal
5
1088
175
BCN
Diagonal
6
1088
141
BCN
Diagonal
7
1088
180
BCN
Diagonal
8
1088
113
BCN
Diagonal
9
1088
112
BCN
Diagonal
10
663
99
BCN
Diagonal
11
663
99
BCN
Diagonal
12
663
41
BCN
Diagonal
13
663
110
BCN
Diagonal
14
663
110
BCN
RBA
1
336
CANTINA
BCN
RBA
2
752
110
BCN
RBA
4
1513
189
BCN
RBA
11
1513
106
BCN
Pamplona
1
1453
60
BCN
Pamplona
2
391
175
BCN
22
0
1171
9 (TRAINING DEPT)
BCN
22
1
608
136
BCN
22
2
608
123
BCN
22
3
608
115
BCN
Ausias March
1
830
93
BCN
Ausias March
2
830
126
BCN
Mas Blau
1
993
MAD
Madrid
1
MAL
Benalmaacutedena
1
2093
MAL
Benalmaacutedena
2
296
VLC
Valencia
1
1906
210
MLL
Mallorca
1
236
48
BCN
Mediatic
4
1500
218
BCN
Mediatic
5
109
37
BCN
Mediatic
7
1586
226
BCN
Marina
1
73
BCN
Marina
6
73
32441
3998
General Information
Hybrid Situation
INVENTORY
Project Dpt
Owner Manager
POC
Site
Floor
Total Employees
Strong Seasonality gt25
Approved for Hybrid
Hybrid suitable
Customer Agreed
Presented to employees
Provisional Guideline
Rotation Model
Permanent Office Seats
Hybrid Office Seats
People in Office
People home
People in hybrid
Customer Owned Equipment
Current PCs at office
Current laptops at office
Monitors
Current PCs at home
Current laptops at home
Monitors
Comment
IT
Pablo
Diagonal
8
42
last July week
17
IT
Pablo
Pamplona
1
last July week
1
IT
Pablo
Valencia
1
last July week
1
HR - Training Adrian Arias Adrian AriasCC TRAI
Elin Lind
22 Adrian Arias Adrian AriasElin shares office with J Cardot D8
10
Yes
72920
No best practises from WISE
2
8
HR - Recruitment
JC
Diagonal
8
37
Yes
81720
0
0
10
8
2
42
5
33
20
Info inserted on the Thursday 23rd in the evening
HR - Admin
Ingrid
Diagonal
8
20
No
Yes
Jul-20
Principalmente 3 en casa + 2 oficina algunas semanas 3 oficina + 2 casa
4
4
5
1
18
4
1
3
16
Quality Adrian Arias Adrian AriasCC QUAL
Irma Carrasco
Diagonal
8
4
Yes
Agreed with JD
72920
No but used from WISE Adrian Arias Adrian Ariasones shared by Elin from Luke and some best practices from other regions available in the WFH in WISE
Adrian Arias Adrian AriasCC TRAI
Adrian Arias Adrian AriasElin shares office with J Cardot D8
Adrian Arias Adrian AriasCC QUAL
Day
1
5
4
Finance
Violeta
Diagonal
12
10
4
4
6
Sales
Marta
Diagonal
12
7
1
0
0
9
Reception
Vanessa
DiagonalMediaticAM PAMPLONA
Various
6
No
Only 1 person
3 DAYS OFFICE 2 DAYS AT HOEM
6
0
5
0
1
5
1
0
0
Logistic
Jordi
0
4
4
1
4
Communication
Carla
Diagonal
12
3
1
1
3 iMacs
Facilities
Marga
12
AMER
Christian Wandt
22
73
82420
18
0
41
11
BBVA
Silvia Goacutemez
Ausias March
32
32
2
BOSE
Stephen Strydom
22
129
Yes
Yes 33 increase in Staffing December versus August
210820 up to 76 and rest done in september
3 groups one week in the office two weeks at home
20
40
20
26
80
42
2
105
17
CAMBIUM
Alberto Laporta
Pamplona
6
0
0
0
6
COSTA CRUCEROS
Denisz Tulajdon
Ausias March
11
No
No
NO
11
0
11
0
0
4
1
10
1
DELIVEROO
Louise Van Wyk
na
0
0
0
0
0
DKV
Denisz Tulajdon
Ausias March
18
Yes
Yes
one week in two weeks at home
4
5
4
0
15
5
1
17
0
DRAumlGER
Alexandre Morey
Diagonal
19
19
0
0
0
0
No PCacutes are proprety of Webhelp for the Draumlger project
EDEN
Denisz Tulajdon
0
EPSON EPS
Alberto Laporta
Marc Torrell
Pamplona
60
20
13
11
6
36
7
EPSON EPS
Alberto Laporta
Marc Torrell
Valencia
36
11
7
4
4
27
1
EPSON ICAM
Adrian Arias
Pamplona
12
Yes
73120
5
0
12
10
2
15
3 additional screens at home
EPSON Lead Generation
Adrian Arias
Pamplona
3
Yes
73120
0
0
0
2
1
2
GFK
Marigona Gjochi
Diagonal
12
GOOGLE
Jan-Mirko Kruschet
DiagonalRBA
294
294
27
2
0
3
Google owned devices are used for production Webhelp owned PCs are used just for adminreportingmanagement
GOOGLE CHROMECAST
Nicolas Luque
Diagonal
102
Presented only to management Hold from GAM Adrian Arias Adrian AriasOur goal was to start sharing with agents during the next two weeks but we have been waiting for confirmation from Google if WFH will be allowed once the Covid-19 BCP is officially closed and if they will allow a hybrid model (that implies double equipment assignment to employees) This decision comes from the xWS Global Team At the moment there is no final confirmation and we do not know when we will receive the confirmation We have been advised to GAM to hold on for the moment as any changes on the WFH set up needs to be communicated and approved by Google before We have a meeting planned for next Tuesday (1808) to discuss the communication plan and Google confirmationapproval It could not be done before due to August holidays Our main worry is that we share this with all our employees and then Google requests us to go back to the office and we cannot go through with the plan which will create discomfort with our agents
102
1
0
2
0
Google owned devices are used for production Webhelp owned PCs are used just for adminreportingmanagement
GOOGLE CLOUD
Gabriel Manzanera
RBA
0
GOOGLE OPERATING SYSTEMS
Nicolas Luque
Diagonal
283
Presented only to management Hold from GAM
283
10
0
2
1
Google owned devices are used for production Webhelp owned PCs are used just for adminreportingmanagement
GOOGLE PPS
Gabriel Manzanera
Diagonal
2
0
GORE
Alberto Laporta
Giorgia Salvini
Pamplona
1
12
No
Yes
1 Week office 1 week home
2
12
2
0
9
1
GUESS
Ines Owczarek
Hugo Sore
Ausias March
72
Yes
Suitable
Communicated to PM
We have 3 groups and we then do 1 week in 2 weeks home for each of the groups In Guess we have 45 FTEs and in the office we can have up to 15 Advisors at the same time which suits the rotation perfectly
4
11
4
6
35
16
7
65
1
HP Transactional
Column Fleming
Diagonal
4
71
71
0
1
0
7
HP Transactional
Column Fleming
Valencia
7
7
0
0
0
0
HP3D_Printing
Christina Muriel
NA
no equipment
HPE INSIDE SALES
Louise Van Wyk
Barcelona
71
Located in client office
0
0
0
4
HPI 3WW
Federico Muntildeoz
22
57
2
1
2
2
HPI End User Space Global
Andrea Pane
Diagonal
1
66
66
0
1
10
11
HPI End User Space PC
Jesus Gonzalez
Diagonal
4
127
127
0
3
8
9
HPI End User Space PC
Jesus Gonzalez
Valencia
9
9
0
1
0
0
HPI End User Space Print
Ross Ellis
Diagonal
54
54
0
0
5
4
HPI GSB DESIGNJET
Louise Van Wyk
RBA
2
19
3 groups of people one week on one week off
4
5
4
0
15
2
2
9
10
HPI GSB DESIGNJET
Louise Van Wyk
Valencia
1
0
0
1
0
HPI GSB INDIGO
Christina Muriel
HPI MIDMARKET AND CEP
Nasima Salimova
NA
4
NA
NA
NA
NA
NA
They are now
HPI STORE + HPI STORE PS
Shahed Saffari
Not Suitable - PCI
No
49
7
55
4
HPI SUPPLIES
Luisa Oralia Hernaacutendez
RBA
2
28
Yes
Yes
2 days in the office + 3 at home 2 rotation groups project manager in the office 4 days a week
Preferably 28 - Depending if we will be reallocated to another building
16 if all permanent seats are not possible - all agents have laptops so we will just need screens
0
Depending on regulations + I have 3 people on risk groups
26
0
0
0
28
HPI Telemarketing
Maria Martinez
Diagonal
9
0
0
0
3
resto del equipo estaacute con laptops del cliente pero con accesorios WH
HPI Telemarketing Madrid
Maria Martinez
Madrid
8
3
0
5
1
INBOUND PROJECTS
Monica Lopez
Diagonal
13
52
4
46
2
INDITEX
Natalia Loacutepez
Mediatic
305
123
9
197
10
Seasonality agents x - to confirm with Saulo
ISDIN
Monica Lopez
Diagonal
13
14
3
0
7
14
2
29
ISDIN
Monica Lopez
Diagonal
13
14
3
0
12
2
JDE
Christopher Harrison
Marina
55
No
Yes
CW 34
We will start with 1 week on 2 off and then look to move to 1 on 1 off 3 groups then 2
9
24
3
3
48
1
51
3
LA CAIXA
Monica Lopez
Diagonal
13
11
8
3
LASTMINUTE
Fernando Peacuterez
0
0
0
3
0
in process to send it back to office since project is suspended due to pandemic The rest of pcs have been sent back
LEIA
Anastasia Kozlova
Diagonal
339
2182020 to staffwaiting for approbal from Global to communicate to agents
144 iMacs
6
271
6
LEVIS
Gloria Garcia
mediatic
42
28
4
27
5
LG
Fernando Peacuterez
62
most part of LGs project is handled with LGs computers
LUKE
Duane Kennelly
Diagonal
709
2182020 to staffwaiting for approbal from Global to communicate to agents
5 PCs - 9 iMacs
5
2 PCs - 693 iMacs
2
MAMMUT
Alberto Laporta
Giorgia Salvini
Pamplona
1
5
No
Yes
1 Week office 1 week home
0
3
7
1
0
3
1
MANGO
Gladys Pages
Mogravenica Logravepez
333
70
187
78
Info given by Manal Ehsan
MARKEM IMAJE
Denisz Tulajdon
Ausias March
8
No
Yes
one week in one week at home
1
1
1
5
2
3
0
5
1
MICHAEL_KORS
Ines Owczarek
Mediatic
14
Not suitable - PCI
No
13
2
1
0
for TL and PM we needed to duplicate as they need to have PCI and non PCI environment
Musement
Ines Owczarek
Ausias March
3
13
Suitable
No
1
0
10
2
PEPE JEANS
Monica Lopez
Diagonal
13
15
0
0
15
0
PUMA
Alberto Laporta
Pamplona
1
52
10
1
38
11
ROCA (se incluye en Inbound Projects)
Monica Lopez
-
-
-
RUCKUS
Shahed Saffari
Ausias March
2
12
Yes
Not comunicated yet
2
2
8
0
SEAT
Claudia Vicente
Mas Blau
1
27
Jul-20
1
2
21
3
SPORTIUM
Ines Owczarek
CU Inhouse
I
36
Not suitable - Inhouse
No
36
-
-
-
-
Client equipment
TOUS
Monica Lopez
Diagonal
13
25
7
1
15
0
TP VISION
Lydia Peitx
Barcelona
1
1
TP VISION
Lydia Peitx
Benalmaacutedena
61
Not suitable
No
0907 move back to office pending on IT Networking team
53
8
UPFIELD
Ines Owczarek
Ausias March
15
2
0
14
1
2 pc are set up already at the office
VAESA
Claudia Vicente
Mas Blau
1
70
Jul-20
4
1
52
13
WALLAPOP
Monica Lopez
Diagonal
13
75
17
43
3
SIGNIFY - Puerto Rico
Christian Kohl
San Juan
Yes
Possible
Probably weekybi-weekly rotation
67
3
30
30
17
43
3
Back Market PR
Christian Kohl
San Juan
8
Yes up to 12
YES
No
0
3
0
12
0
17
43
3
FESTO
Louise Van Wyk
TBD
NEW
As it is a new project we would prefer to start with everyone in the office for the ramp-up phase Once they are ramped up we can move to hybrid model
11
0
11
0
0
17
43
3
HPE Edenred
Louise Van Wyk
Diagonal
No
Yes
As it is a small team rotation dos not make sense as they will be alone in the office Our idea is to have all 4 of them in the office 3 days per week
0
4
0
0
4
17
43
3
REFID
PRE-IMPLEMENTATION
MITIGATIONS WARNINGS REMEDIES
POST-IMPLEMENTATION
Date
RISK - Category
RISK DESCRIPTION
RISK IMPACT
RISK SEVERITY
RISK LIKELIHOOD
RISK LEVEL
MITIGATION
RESPONSIBLE
STAUS
Date
RISK SEVERITY
RISK LIKELIHOOD
RISK LEVEL
ACCEPTABLE TO PROCEED
1
Yes
1 low - 10 high
1 low - 10 high
1 low - 10 high
1 low - 10 high
YES NO
2
No
1
72220
Connectivity
ISP connectivity from employee to Avaya There are ISP they do not give bandwidth or protocoll for VoIPSIP Thus user cannot do phone calls over Avaya Red or similar solution
Voice quality very bad or cannot place or recieve calls
9
3
27
4G Router solves quality issues
IT
Ongoing
3
2
72220
Connectivity
ISP may change their TampC for privatconsumer services
current connection from employee are for consumer and not for commercial used ISP may change their TampC as agent will used it for commercialprofessional purposes
8
5
40
This is not happening at the moment but can at any given time most like when this situation is over
TBD
Open
4
3
8420
People
People visiting countries are confined for x days
We people visiting their home countries and they are locked down for 1-2 weeks before they can go out They are working this lock down in their country and after they spent their x daysweeks of vacation
5
10
50
HR
Open
5
4
6
5
7
6
8
7
9
8
10
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
Action Log
ID
Topic
Discussion Point
Action Point
Entry Date
Owner
Due Date Review Date
Status
Updates
1
Define a guide for Managers to assess feasibility to deploy hybrid model
7-Jul-20
Done
2
Invetory
7-Jul-20
Jerome Adrian Pablo
31-Jul-20
Ongoing
Projects Reported Inventory Big discrepancy between Inventory DB and report Pablo analysing discrepancy29720 250 PC + 100 Laptops to check fix workspaces of Mango and Inditex
Closed
3
Order equipment
1-Aug-20
Pablo
TBD
Not started
Order missing or replace aged equipment
Pending
4
Floor plan Desing
7-Jul-20
Marga
31-Jul-20
Ongoing
Sample of Diagonal 4th floor in this doc
Overdue
5
Security - Virtual desktop
7-Jul-20
Daniel Pablo
TBD
Ongoing
Investigating
6
Work contract
29-Jun-20
Ingrind
TBD
Ongoing
Answers received and compiled by Ingrid
7
Guidlines for review and approval
Google Con Ops send draft for revision and validation
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
73
74
75
76
Project Plan
NO
ID
Task
Responsible
Start
End
Status
22-Jun
29-Jun
6-Jul
13-Jul
20-Jul
27-Jul
3-Aug
10-Aug
17-Aug
24-Aug
31-Aug
7-Sep
14-Sep
21-Sep
28-Sep
5-Oct
12-Oct
19-Oct
26-Oct
2-Nov
9-Nov
16-Nov
23-Nov
30-Nov
7-Dec
14-Dec
21-Dec
28-Dec
4-Jan
11-Jan
18-Jan
25-Jan
1-Feb
8-Feb
15-Feb
22-Feb
1-Mar
8-Mar
15-Mar
22-Mar
29-Mar
5-Apr
12-Apr
19-Apr
26-Apr
3-May
10-May
17-May
24-May
31-May
7-Jun
14-Jun
21-Jun
1)
Contract amp Legal
Contractual amp Legal
11
Between Webhelp and Customer
Overdue
111
Revision of contracts between Webhelp and Customers
Account Manager Program manager
112
Standard addendum
Jordi Tomas Procurement
12
Between Webhelp and Providers
Overdue
121
Internet Service Providers
TBC
122
Shipping courrier services
Jordi Tomas
13
Between Webhelp and Employee
Overdue
131
Renewal or change of contract
25
Ingrid Castillo
28-Jun-20
1-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
132
Working from home outside Spain conditions
10
Ingrid Castillo
28-Jun-20
1-Oct-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
Milestone Contract amp Legal
Overdue
2)
IT Infrastructure
IT Infrastructure
21
Revision connectivity to office
70
29-Jun-20
31-Jul-20
Overdue
-1
-1
-1
-1
-1
211
Data office infrastructure
70
IT
29-Jun-20
31-Jul-20
Overdue
-1
-1
-1
-1
-1
212
Voice office infrastructure
70
IT
29-Jun-20
31-Jul-20
Overdue
-1
-1
-1
-1
-1
213
Office hardware equipment
70
IT
29-Jun-20
31-Jul-20
Overdue
-1
-1
-1
-1
-1
214
Licencenses
70
IT
29-Jun-20
31-Jul-20
Overdue
22
Hardware
5
6-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
221
Home Office Equipment
5
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
2211
PC wifi or Laptop
10
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
2212
Keyboard Mouse
10
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
2213
2nd Screen
10
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
222
Office Equipment
5
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
2221
PC wifi or Laptop
10
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
2222
Keyboard Mouse
10
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
2223
2nd Screen
10
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
223
Maintenance and support of Home office IT equipment
5
IT
6-Jul-20
2-Oct-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
2231
Sparepart replacement
5
IT
20-Jul-20
2-Oct-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
2232
Connectivity to office
5
IT
20-Jul-20
31-Jul-20
Overdue
-1
-1
2233
Firewall
5
IT
6-Jul-20
31-Jul-20
Overdue
-1
-1
-1
-1
2234
VPN
5
IT
6-Jul-20
31-Jul-20
Overdue
-1
-1
-1
-1
2235
Cloudbased storage solution - OneDrive
5
IT
6-Jul-20
31-Jul-20
Overdue
-1
-1
-1
-1
2236
Indvidual Virtual Desktop Solution for Webhelp Managed Equipment
5
IT
6-Jul-20
31-Jul-20
Overdue
-1
-1
-1
-1
2237
BCP - Plan
5
IT
6-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
2238
Internal User Help Desk
5
IT
6-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
2239
Field Tec Support
5
IT
6-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
Overdue
Overdue
Overdue
Milestone IT Infrastructure
Overdue
3)
IT Security
IT Security
31
Collection of Project Security Requirements
15
IT Security
15-Jul-20
31-Jul-20
Overdue
-1
-1
32
Categorization in security levels
0
IT Security
1-Aug-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
33
Indvidual Virtual Desktop Solution for Webhelp Managed Equipment
15
IT Security
1-Aug-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
34
Approval process for home office solution
0
IT Security
1-Sep-20
30-Sep-20
Overdue
-1
-1
-1
-1
Overdue
Overdue
Milestone IT Security
Overdue
4)
Facilities
Facilities
41
Office
25
Facilities
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
42
Planing for max capacity
25
Facilities
1-Jul-20
15-Jul-20
Overdue
-1
-1
43
New home feeling or trendy office design
0
Facilities
15-Sep-20
30-Sep-20
Overdue
-1
-1
44
Hot desk solution
0
Facilities
1-Aug-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
46
Office Furniture for home office
0
Facilities
1-Jul-20
31-Jul-20
Overdue
-1
-1
-1
-1
461
Chair
50
Facilities
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
462
Table
50
Facilities
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
48
Milestone Facilities
Overdue
5)
People Management
People Management
51
HR
5
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
511
Legal revision on existing work contracts
20
Ingrid
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
512
New contracts
0
Ingrid
1-Sep-20
30-Sep-20
Overdue
-1
-1
-1
-1
513
Briefing of HR
Overdue
514
Work contracts
Overdue
52
Project Management
30
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
521
Framework office guidelines
5
PM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
522
Framework office guidelines
30
PM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
523
Productivity and service fullfillment
30
PM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
524
Feasibility and validation if a project can be hybrid
30
PM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
525
Corrective performance mangement
30
PM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
526
Guidelines working un the office (70 work + 30 Socialtraining)
30
PM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
526
Hybrid present and virtual meeting
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
527
Reenforce team events
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
528
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
53
Workforce Management
10
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
531
Planining between home and office
10
PMWFM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
532
Different shrinkage factors between office and home office
10
PMWFM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
533
Service coverage
10
PMWFM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
534
Realtime management
10
PMWFM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
54
Training
Overdue
541
Hybrid Training Classroom and Virtualroom
Overdue
542
Selfguided Training
Overdue
543
Webinars
Overdue
55
Communication
Overdue
551
Extra push to Wise
Overdue
552
Focus activities to include people at homeremote
553
TGIF sessions
Overdue
554
Communcation of the new Model to Managers
555
Communcation of the new Model to Customer
Milestone People Management
Overdue
6
IT Security
Communication
61
Communication to Progamm Manager and Owners
100
Jerome Derramond
1-Jul-20
15-Jul-20
Done
1
1
62
Communication to frontline managers and employees
25
IT Security
15-Jul-20
31-Aug-20
Overdue
-1
-1
-1
-1
-1
-1
0
Overdue
Overdue
Overdue
Overdue
Milestone IT Security
Overdue
Topic
Status Comment
Target Date
Engage with IT and understand that solution deployed for Hybrid
Setting up meeting with CTO and IT Service Manager
Ask IT on the HW statyus Hot desk
Floor ready for Hybrid ( IT + Facilities)
In touch with facilities team to get capacity per office
Contract Situation for the new functions
Engaged with HR Head of HR Admin is collecting and cosolidating information
Present to managers
Preparing points and expectations to communicate
Managers to prepare the list of function (Home Hybrid office)
Project Card work in progress
Managers to prepare schedule taking into consideration Hybrid
Implementation Dashboard
Milestone
Start
End
Status
Progress
Key Focus for the Week
Start
End
Status
Owner
100
Copyright copy 2020 All rights reserved 3
PLANIFICACIOacuteN -NECESIDADES DEL NEGOCIO
Planteamiento del problema
o Debido a la pandemia de COVID-19 Webhelp Espantildea tomoacute
medidas para tratar de minimizar la interrupcioacuten de sus
operaciones al tiempo que garantizoacute la seguridad y el
bienestar de nuestro personal y aseguroacute la prestacioacuten de
servicios para nuestros clientes
Objetivos
Garantizar la salud y seguridad de los empleados
Asegurarse de que el negocio continuara sin interrupciones
importantes
Colaboracioacuten con nuestros clientes para fortalecer el partnership
Hub principal
Oficinas adicionales
Barcelona
Mallorca
Valencia
Maacutelaga
Copyright copy 2020 All rights reserved 4
PLANIFICACIOacuteN ndashEQUIPO
bull 2 Puntos de Contacto por cada sitio a excepcioacuten de Maacutelaga Mallorca Sant Cugat Puerto Rico en los que solo habiacutea 1 asignado
bull Funciones clavebull Mantenerse actualizado con los protocolos especiacuteficos del grupo y regionesbull Asegurarse de que el sitio cumpliera con todas las recomendaciones de
higienebull Estar familiarizado con el plan de contingencia en caso de sospecha de
infeccioacuten en el sitio o planta
Diagonal
Roc Boronat
Ausias March
Pamplona
Mas Blau
Mediatic
22 Building
Marina
Tanger
Sant CugatPuerto Rico USA
Puntos de contactoEstructura del equipo BCP
La funcioacuten clave del Equipo de Gestioacuten Ejecutiva de BCP fue coordinar con todos los Departamentos Operaciones y Clientes relevantes para evaluar la situacioacuten real y desplegar acciones para asegurar la prestacioacuten del servicio
Equipo de gestioacuten ejecutiva del BCP
RRHH
IT
FINANZAS
LOGIacuteSTICA
FORMACIOacuteN
LEGAL
OPERACIONES CLIENTES
COMUNICACIOacuteN
Copyright copy 2020 All rights reserved 5
PLANIFICACIOacuteN ndashTIMELINE DE ACCIONES MIGRACIOacuteN A TELETRABAJO
En el momento en que el Gobierno espantildeol acotaba la posibilidad de una declaracioacuten de estado de emergencia el Departamento de IT ya estaba configurando la conexioacuten VPN para todas las estaciones de trabajo Esto provocoacute que al momento de declararse el Estado de Emergencia maacutes del 56 de los empleados ya trabajaba en casa y el resto de ellos fueron enviados paulatinamente a casa durante la primera semana de confinamiento alcanzando ya el 85 en solo 3 diacuteas
Comentarios
Copyright copy 2020 All rights reserved 6
PLANIFICACIOacuteN ndashTIMELINE DE ACCIONES MESES POSTERIORES
Comunicaciones
Engagement empleados
Abril
Planificacioacuten regreso a oficinas
Mayo Junio Julio Agosto Septiembre
Engagement clientes
bull Encuesta sobre el teletrabajo para los
empleados de Webhelp Espantildea
bull Encuesta de satisfaccioacuten con la gestioacuten durante el COVID-19 a todos los empleados del Grupo
bull Reuniones de emergencia con los clientes para revisar budget staffing acuerdos contractuales etc
bull Reuniones con los clientes para coordinar la vuelta a la oficina
bull Encuesta anual de satisfaccioacuten de clientes con preguntas especiacuteficas sobre COVID-19
bull Definicioacuten del modelo hiacutebrido de trabajo Entrevistas por todo el Grupo
bull Apertura generalizada de oficinas (otras sedes)
Definicioacuten y adecuacioacuten de los distintos protocolos
bull Cambios de poliacutetica de viajes y de reuniones
bull Actualizaciones de los protocolos del grupobull Consejos de prevencioacuten (emails y carteleriacutea) Lavado de manos uso de gel hidroalcohoacutelico rdquoWebhelp Hellordquo saludos alternativos coacutemo actuar en caso de tener siacutentomas tips para limitar la transmisioacuten del virus consejos para un mejor uso de las mascarillas tips para los que llevan gafas y mascarillas consejos para guardar las mascarillashellipbull Comunicaciones semanales de Direccioacuten a toda la plantilla de empleadosbullDiarios de Cuarentena- Paacutegina especial en la intranet corporativa para compartir fotos y viacutedeos de coacutemo los empleados viven el confinamientobull Strongertogether - Campantildea de actividades diarias en Instagram Stories en su mayoriacutea realizadas por empleados para hacer el confinamiento maacutes ameno a otros Webhelpersbull Campantildea Haacutebitos Saludables Webhealth Nutricioacuten durante el confinamiento tips de mindfulness ejercicios en casa fitness challengehellip
Copyright copy 2020 All rights reserved 7
GARANTIZANDO LA ENTREGA DEL SERVICIO ndashPROTOCOLOS
Consolidacioacuten de oficinasTodos los edificios principales de Barcelona fueron cerrados a excepcioacuten de algunas plantas del edificio principal de Diagonal
Retorno a la oficinaInstrucciones especiacuteficas para los empleados que se encontraban enfermos o de vacaciones en el inicio del confinamiento
Poliacuteticas de prohibicioacuten de viajesInstrucciones sobre la prohibicioacuten de viajar para los paiacuteses afectados y para quienes viajaron alliacute recientemente
Empleados que siguieron trabajando en la oficinaInstrucciones para aquellos empleados que no pudieron trabajar en casa (por no tener espacio o conectividad informaacutetica)
Procedimiento para el trabajo desde casaUn documento obligatorio que tuvieron que firmar todos los empleados que trabajaraacuten desde casa
Revisioacuten del contrato de clientesRevisioacuten del contrato para comprobar la Claacuteusula de Fuerza Mayor Acontecimientos imprevistos
Formulario de declaracioacuten de salud del visitanteEn caso de visitas externas a nuestro edificio
Debido a la naturaleza especiacutefica del Desastre COVID-19 se crearon protocolos y procedimientos corporativos para todos los empleados de la
empresa asegurando que la seguridad de los empleados esteacute garantizada y que los negocios puedan avanzar de acuerdo con la ley La mayoriacutea de ellos
son documentos obligatorios debido a la declaracioacuten del estado de emergencia en Espantildea
Copyright copy 2020 All rights reserved 8
GARANTIZANDO LA ENTREGA DEL SERVICIO ndashIT
Configuracioacuten gradual de maacutes de 3500 estaciones de trabajo
(primer piloto del 10 despueacutes del eacutexito implementacioacuten
completa)
Instrucciones operativas para configurar Avaya One X y Cisco
VPN
Revisioacuten del nuacutemero de licencias adquiridas
Anaacutelisis de riesgo de Seguridad
Trabajo en la solucioacuten VDI de Microsoft Azure para estar listo
en caso de que los proveedores no entregaran ninguacuten equipo
nuevo
Debido a la raacutepida expansioacuten del COVID19 en Espantildea y a los rumores
sobre un posible confinamiento por parte del gobierno el piloto inicial
definido en el plan del proyecto no se pudo realizar por lo que el equipo
BCP decidioacute realizar un despliegue completo en su lugar
Planificacioacuten y roadmap de la implementacioacuten Despliegue
Inicio de la configuracioacuten
de los Perfiles VPN para
todos los proyectos El
equipo de IT configuroacute
manualmente todas las
estaciones de trabajo
(alrededor de 3500) El
equipo de BCP decidiriacutea
coacutemo enviar a casa a
todos los empleados
Comenzamos a
enviar a casa a todos
los empleados
Ya un 56 de los
empleados comenzaba la
semana laboral en casa
Monitoreo constante del
uso de la conexioacuten VPN y
el uso de la CPU e
informe a los miembros
del equipo BCP
Tickettool bajo entorno seguro
de nuevo
Hitos clave del despliegue
10 MARZO
13 MARZO
16 MARZO
23 MARZO
Project plan
inicial para la
configuracioacuten de
las estaciones
de trabajo
Organizacioacuten del soporte remoto
Procedimiento para controlar
las estaciones de trabajo
reales en casa
Creacioacuten del archivo de control de preparacioacuten de IT HBE para
rastrear a los usuarios y equipos listos para trabajar desde casa
Las operaciones tuvieron que informar a TI sobre el personal que
trabajaba desde casa
Creacioacuten de la liacutenea de soporte telefoacutenico remoto
URL puacuteblica temporal de Tickettool y cuentas
administrativas locales para acelerar la instalacioacuten del
software requerido
A
Copyright copy 2020 All rights reserved 9
GARANTIZANDO LA ENTREGA DEL SERVICIO ndashRELACIOacuteN CON EL CLIENTE
Webhelp notificoacute a sus clientes sobre la implementacioacuten del BCP
Algunos clientes apoyaron los proyectos enviando laptops a sus agentes
Webhelp dando soporte a las tareas relacionadas con el proyecto (por ejemplo
escaladas cambio de procedimientos)
Desactivacioacuten de algunos canales de contacto como Phone y Chat
Implementacioacuten de nuevos proyectos de forma remota
Plan de formacioacuten inicial y onboarding para nuevo proyecto (170 agentes) de forma
remota
bull Programas con protocolos de seguridad especiacuteficos (por ejemplo PCI y poliacuteticas de
seguridad propiedad del cliente)
bull Programas que trabajan con herramientas propiedad del cliente
bull Clientes afectados internamente por la Declaracioacuten de Estado de Emergencia
espantildeola
bull Implementacioacuten de nuevos programas durante el COVID19
Desafiacuteos
Acciones
Ejemplo de colaboracioacuten con uno de los clientes
maacutes antiguos
Copyright copy 2020 All rights reserved 10
GARANTIZANDO LA ENTREGA DEL SERVICIO ndashOPERACIONES Y PERSONAL
Microsoft Teams Talent Train Para la comunicacioacuten interna en los programas (Managers y agentes) Reuniones de equipo formaciones y seguimientos y gestioacuten de los
programas Control interno para la logiacutestica y control de los dispositivos que se
encuentran actualmente en casa Formaciones online a traveacutes de Talent Train
Grupo de Whatsapp de Managers Directores Con el fin de brindar un mejor soporte y un tiempo de respuesta maacutes
raacutepido se creoacute un Grupo de WhatsApp para Managers Directores
WISE Intranet de la empresa para anuncios e instrucciones corporativos Encuesta para evaluar las condiciones de seguridad y salud al
realizar el trabajo desde casa
Foco en las prioridades Asegurar que los agentes tengan conectividad y acceso Garantizar la comunicacioacuten regular con todos los Webhelpers Reforzar la estructura de WFM (monitoreo en tiempo real etc) Entrega de material en base a resultados de encuestas peticiones
etc
Formacioacuten La puesta en marcha de una cuenta grande coincide
con el estado de emergencia iquestCoacutemo pueden impartir formacioacuten antes de la puesta en marcha
iquestCoacutemo garantizaremos la formacioacuten continua
Comunicacioacuten Coacutemo se comunicaraacuten los Managers entre siacute coacutemo se
tomaraacuten las decisiones y coacutemo se les informaraacute Coacutemo se comunicaraacuten los equipos entre siacute
Entorno de trabajo iquestCoacutemo se asegura la empresa de que los empleados
tengan el entorno laboral adecuado en casa
Performance y Calidad iquestCoacutemo podraacuten Team Managers y los Supervisores
gestionar sus equipos de forma remota iquestCoacutemo pueden controlar el desempentildeo de sus
agentes iquestCoacutemo se motivaraacute a los agentes
Desafiacuteos Acciones
Copyright copy 2020 All rights reserved 11
CUIDADO DE NUESTROS WEBHELPERS
Mails semanales de nuestra Presidenta
Todos los lunes nuestra presidenta enviacutea un email con actualizaciones sobre nuestras actividades y palabras de aliento
StrongerTogether Campantildea de Instagram
Protocolos de vuelta a la oficina
Video con las medidas de seguridad posters infografiacutea enviada por mail recordatorios por mail y RRSS
Testimonios en video
Primeras impresiones de los compantildeeros que fueron regresando a las oficinas
Consejos de salud
Emails de WebHEALTHenviados dos veces por semana Actividades especiales por el diacutea mundial del Yoga
Se creoacute un video recap de todas las actividades que compartimos durante el confinamiento en webhelpspain y strongertogether
Copyright copy 2020 All rights reserved 12
CUIDADO DE NUESTROS WEBHELPERS ndashACTIVIDADES EN CASA
Actividades
Club del libro
Trabajando con mascotas
Reuniones virtuales
Recetas de cocina
Juegos
Copyright copy 2020 All rights reserved
CUIDADO DE NUESTROS WEBHELPERS
Plan de comunicaciones durante la crisis del COVID-19
Nuestro Departamento de Comunicacioacuten establecioacute la tipologiacutea y frecuencia de las comunicaciones internas en estrecha colaboracioacuten con los headquarters del Grupo compartiendo materiales y contenidos para su aplicacioacuten en otras regiones
13
Copyright copy 2020 All rights reserved
CUIDADO DE NUESTROS WEBHELPERS
Regalo de agradecimiento a todos los Webhelpers en Espantildea
Todos nuestros empleados recibieron un detalle en sus casas y oficinas para agradecerles por su compromiso y trabajo duro porque juntos logramos la milla extra
Estos son algunos de los mensajes de agradecimiento que compartieron con nosotros
14
Formacioacuten
Copyright copy 2020 All rights reserved 15
CUIDADO DE NUESTROS WEBHELPERS ndashSOPORTE CORPORATIVO
bull Comunicacioacuten de formaciones online
bull Formacioacuten y Coaching virtual
bull Microsoft Teams
bull Formaciones online PIMEC
bull Mejores praacutecticas de coacutemo trabajar desde casa (preparadas por uno de los
proyectos que ya trabajaba en casa anteriormente)
bull Material de formacioacuten del Centro of Excelencia de Webhelp incluyendo
bull Problemas teacutecnicos coacutemo restablecer mis contrasentildeas la clave para el
uso de Avaya desde Pc menuacute desplegable de VPN etc
bull Gestioacuten de equipo coacutemo hacer una sesioacuten 1 a 1 de forma remota
coacutemo mantener los liacutemites del equipo etc
bull Actitudes especiacuteficas para el trabajo desde casa lo que se debe y no
se debe hacer
Salud
bull Actualizaciones de protocolo para viajar en zonas afectadas o cuando se
regresara recientemente de una de las zonas afectadas (por ejemplo Italia)
bull Aplicacioacuten meacutedica para consultas privadas por teleacutefono
bull Protocolo sobre coacutemo tratar de forma general el COVID19
bull El protocolo actualiza coacutemo comportarse en caso de que los empleados
tuvieran siacutentomas
bull Ademaacutes se envioacute una encuesta de evaluacioacuten del Ministerio del Interior a los
gerentes y al personal para evaluar sus condiciones laborales actuales en el
hogar
Copyright copy 2020 All rights reserved 16
CUIDADO DE NUESTROS WEBHELPERS ndashACTIVIDADES EN CASA
Actividades
Club del libro
Trabajando con mascotas
Reuniones virtuales
Recetas de cocina
Juegos
Copyright copy 2020 All rights reserved 17
CUIDADO DE NUESTROS WEBHELPERS ndashRESULTADOS
Resultados de la encuesta especiacutefica sobre teletrabajo
En el mes de mayo realizamos a nuestros Webhelpers en Espantildea una encuesta para saber el grado de satisfaccioacuten con la transicioacuten al teletrabajo Un 73 de los encuestados no habiacutea realizado nunca teletrabajo antes de la crisis
90
SE SENTIacuteAN MOTIVADOS
TRABAJANDO DESDE CASA
86
SATIFACCIOacuteN CON EL EQUILIBRIO ENTRE EL TELETRABAJO Y VIDA
FAMILIAR
88
SATISFACCIOacuteN CON LA RESPUESTA DE WEBHELP ANTE LA
CRISIS
94
SE SENTIacuteAN SEGUROS DE PODER HACER SU TRABAJO DE FORMA
REMOTA
Un 65 de los empleados indicaron que no tuvieron problemas teacutecnicos durante el confinamiento
Un 44 de los empleados indicaron que no tuvieron grandes desafiacuteos a la hora de teletrabajar De los que siacute tuvieron un 21 indicaron problemas de conectividad
Un 80 de los empleados consideraron uacutetiles los consejos sobre teletrabajo enviados regularmente
La satisfaccioacuten global con el teletrabajo durante el confinamiento fue del 88
30NPS
El NPS en la uacuteltima encuesta de empleados
2019 fue de -140 ndash no lo recomendariacutea en absoluto
10 ndash lo recomendariacutea
totalmente
Copyright copy 2020 All rights reserved 18
CUIDADO DE NUESTROS WEBHELPERS ndashRESULTADOS
Resultados de la encuesta global de Webhelp sobre COVID-19
En el mes de junio todas las regiones de Webhelp completamos una encuesta complementaria a la anterior donde se analizaba la situacioacuten del teletrabajo y se preguntaba ademaacutes por futuras preferencias de jornada
Copyright copy 2020 All rights reserved 19
CUIDADO DE NUESTROS WEBHELPERS ndashRESULTADOS
Resultados de la encuesta global de Webhelp sobre COVID-19
Pmd llamadas contestadasSep amp Oct 2019 (antes de peakseason)
Niveles de servicio
Copyright copy 2020 All rights reserved 21
SERVICIO ndashANAacuteLISIS DE DATOS
Calidad
Muestreo de 18 de nuestros proyectos que usan la
herramienta de monitorizacioacuten corporativa
Si bien durante la crisis el volumen de escuchas
descendioacute a niveles similares de periodos de peak
season la calidad se mantuvo
Copyright copy 2020 All rights reserved 22
SERVICIO ndashFEEDBACK DE CLIENTES
ldquoThank you for sharing the informationWe are glad that current measures taken areworking out so far and there are nointerruptions of service for PUMA customersChallenges will remain to ensure efficiencyand quality ndash with the high dedication of thesupervisors and project management Irsquomconfident that we can jointly manage thesituationrdquo
ldquoFirstly a very large round of applause andwell done from our JDE UK Leadership interms of the amazing turnaround in gettingall Agents set up to work from home at thatshort notice and ensuring continuity ofCustomer Service to our UK amp Irelandconsumers 128522128522rdquo
Nuestros clientes quedaronsatisfechos con laimplementacioacuten de las medidas laimplicacioacuten colaboracioacuten de todoslos empleados y los resultadosobtenidos A continuacioacuten algunosde los comentarios recibidos
ldquoWell done and ldquothank yourdquo to you and all ofthe Webhelp team in regard to thepreparations for home working It was a hugejob with little impact to us I spoke with Marcyesterday and he said that people in the teamswere mostly positive and super helpful I thinkI understand more that most people the effortsinvolved in making this happen so I am sopleased wi2th the reaction and actions fromyou and the teamrdquo
Otros comentarios positivos recibidos de los siguientes clientes
bull Satisfecho con la raacutepida respuesta deWebhelp
bull Satisfecho de poder mantener lasoperaciones en curso
bull Mostrando apoyo al BCPbull Satisfecho con la colaboracioacuten con todos
los departamentos e IT
Copyright copy 2020 All rights reserved 23
SERVICIO ndashRESULTADOS
A nivel de grupo el grado medio desatisfaccioacuten de nuestros clientes ha subido5 puntos con respecto a la anteriorencuesta (Q4 2019) En la regioacuten deEspantildea la satisfaccioacuten general es algoinferior a la del grupo (81) pero encambio la satisfaccioacuten con la gestioacuten delCOVID-19 es superior (88 comparado con83)
Copyright copy 2020 All rights reserved 24
PLAN DE REGRESO
Desde el momento en que nos confinaron estamos trabajando en disentildear una vuelta a las oficinas que respeten las
medidas necesarias de distanciamiento social higiene y seguridad Nuestro equipo multidepartamental realiza reuniones
semanales de seguimiento para ver que las oficinas los proyectos y los empleados estaacuten preparados para este regreso
escalonado Hemos combinado este regreso a la oficina junto con nuestro nuevo modelo de trabajo hiacutebrido
Nuestro edificio de Diagonal ha sido certificado como ldquoGlobal Safe Siterdquo
Project Plan de regreso a la oficina en modelo hiacutebrido
33
77164 280
356
33103
267
432 391434
10
96
268
281 202
243
66
245
856
1218 1188
1366
0
200
400
600
800
1000
1200
1400
1600
0
200
400
600
800
1000
1200
1400
1600
1800
April May June July August September
Tota
l acu
mul
ado
Axis Title
Personal trabajando en la oficina
22 Ausias March Malaga Diagonal Valencia Mas Blau
Mediattic Pamplona Roc Boronat Santa Luciacutea Total
Debido a las uacuteltimas medidas establecidas por el Gobierno actualmente estamos volviendo a fomentar el teletrabajo ante un modelo hiacutebrido
Antes de la crisis del COVID-19 nuestro modelo de trabajo era un 90 en la oficina y un 10 de empleados en casa Tras implementar el modelo de teletrabajo y analizar resultados de la operacioacuten y predisposicioacuten y apetencia tanto de clientes como de empleados estamos trabajando en la implantacioacuten de un modelo hiacutebrido de teletrabajo que combina LO MEJOR DE LOS DOS MUNDOS
Copyright copy 2020 All right reserved 25
Flexibilidad para la gentebull Dar flexibilidad a nuestros Webhelpers y ofrecer una mejor propuesta de valor para los
empleadosbull De base voluntariabull El regreso a la oficina es posible si no se dan las condiciones en casa o hay fatiga
Mitigar los Riesgos operacionales
bull La elegibilidad para el teletrabajo se basa en el desempentildeo bull Hay poliacuteticas de retorno a la oficina en caso de empeoramiento del desempentildeo
Dinaacutemica de ventasbull Asegurar una fuerte dinaacutemica de ventas y un ambiente impulsado por el hecho de estar en la
oficina cuando los equipos estaacuten onsitebull Organizar animaciones desafiacuteos onsite aprovechando la dinaacutemica de grupo
Espiacuteritu de equipo y engagement
bull Desarrollo del espiacuteritu de equipo y asegurar la conexioacuten a traveacutes de eventos sociales animaciones onsite y proximidad
bull Fortalecer el sentido de pertenencia a Webhelp y las marcas que representamos
MIRANDO AL FUTURO ndashMODELO HIacuteBRIDO
Copyright copy 2020 All right reserved 26
Mejora operacional Continuidad de negocio
El modelo hiacutebrido puedebull Ampliar el pool de talento extendiendo su
cobertura geograacuteficabull Atraer nueos perfiles de candidatos (para
quienes la configuracioacuten in situ exclusiva no es compatible con las limitaciones personales)
bull Atraer nuevo talento con skills especiacuteficos o superiores
Atraccioacuten de talento
bull Los desplazamientos generan hasta el 32 de las emisiones de carbono totales de Webhelp
bull Al reducir los desplazamientos trabajar desde casa puede reducir nuestro impacto en el medio ambiente y por tanto en la huella de carbono general de nuestro cliente
Reduccioacuten de emisiones de carbono
Ponemos a nuestro cliente en nuestro corazoacuten Ponemos los mejores intereses
de nuestros clientes en el corazoacuten asiacute es como hacemos un esfuerzo adicional
bull El modelo hiacutebrido incluye un BCP incorporado lo que garantiza la continuidad de las operaciones sin problemas de nuestro cliente en un contexto de crisis
bull Mejor desempentildeo general Disminuyendo la rotacioacuten voluntaria y reteniendo
la experiencia y los skills Incrementando la retencioacuten de los top
performers
Mayor flexibilidadbull El modelo hiacutebrido puede aumentar la flexibilidad
en la prestacioacuten de nuestro servicio aprovechando la optimizacioacuten de WFM habilitada por la flexibilidad del trabajo en casa (por ejemplo turnos divididos) para una mejor adherencia a la curva de demanda
La implementacioacuten del modelo hiacutebrido tiene pocas interrupciones en comparacioacuten con el modelo completo en el sitio lo que limita el riesgo para nuestros clientes
Valor para nuestros clientes1
MIRANDO AL FUTURO ndashMODELO HIacuteBRIDO
Copyright copy 2020 All right reserved 27
En una encuesta interna realizada en 11 paiacuteses en mayo 2020 los agentes indicaron que prefeririacutean trabajar
En un modelo hiacutebrido
Onsite solamente
En casa solamente
67
23
10
Motivaciones para trabajar desde casa
Menos transporte
Mejor entorno de trabajo
Maacutes flexibilidad para una mejor conciliacioacuten
bull Menos coste
bull Menos tiempo
bull Menos fatiga
bull Entorno menos estresante
bull Menos fatiga debido al ruido
bull Comer en casa
bull Capacidad para manejar las limitaciones personales (nintildeos a la escuela tiempo en familia etc)
Valor para nuestros empleados2
MIRANDO AL FUTURO ndashMODELO HIacuteBRIDO
Copyright copy 2020 All right reserved 28
APRENDIZAJES
Alto compromiso y participacioacuten de todos los
empleados de Webhelp
Alto compromiso del equipo de IT (exceso de trabajo durante el fin de semana
anterior a la implementacioacuten completa)
Alta colaboracioacuten compromiso y apoyo de todos los programas (de Managers y
agentes) Uno de los programas incluso creoacute una instruccioacuten en video para sus
agentes sobre coacutemo instalar VPN y Softphone
Fomento tambieacuten a traveacutes de mensajes de motivacioacuten de la presidenta Helena
Guardans y el director general Julio Joliacuten
Asegurar la continuidad del negocio
Webhelp pudo cambiar de una estructura basada en la oficina a una basada en
el teletrabajo (de un 90 - 10 a un 10 -90) en menos de una semana
Por lo tanto pudo minimizar el impacto sobre el personal y la prestacioacuten de
servicios
Webhelp fue capaz de proteger y reforzar la reputacioacuten y la imagen corporativa
Reduccioacuten del impacto financiero
Reduccioacuten del absentismo durante las 2 primeras semanas de despliegue
Invertir y adaptarnos a nuevas tecnologiacuteas
Durante los uacuteltimos antildeos Webhelp se ha centrado en la Innovacioacuten para adaptarse
a las nuevas tecnologiacuteas como
bull Cambio a Microsoft Office 365bull Cambio de servicio telefoacutenico a Avaya Red Avaya One X habilitando la
posibilidad de estar conectado en casa fuera de las oficinas principales detrabajo
bull Dashboards Informes a traveacutes de Tableau y SQL Server accesibles a traveacutes devarios dispositivos (incluido el moacutevil)
bull Automatizacioacuten de contactos mediante IVR Machine Learning y Bots
Partnership y recomendacioacuten de nuestros clientes Los clientes y Webhelp reforzaron su soacutelida asociacioacuten colaborando entre siacute
en la situacioacuten de desastre Los clientes mostraron confianza y apoyo a nuestras decisiones y acciones Webhelp acordoacute con algunos de los clientes hacerse cargo tambieacuten de algunas
de las tareas diarias relevantes en las operaciones (generalmente escaladasadministradas por los clientes)
Contact Information
Marta Loacutepez
Business Development Director
MartaLopezwebhelpcom
Slide Number 1
Slide Number 2
Slide Number 3
Slide Number 4
Slide Number 5
Slide Number 6
Slide Number 7
Slide Number 8
Slide Number 9
Slide Number 10
Slide Number 11
Slide Number 12
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Slide Number 14
Slide Number 15
Slide Number 16
Slide Number 17
Slide Number 18
Slide Number 19
Slide Number 20
Slide Number 21
Slide Number 22
Slide Number 23
Slide Number 24
Antes de la crisis del COVID-19 nuestro modelo de trabajo era un 90 en la oficina y un 10 de empleados en casa Tras implementar el modelo de teletrabajo y analizar resultados de la operacioacuten y predisposicioacuten y apetencia tanto de clientes como de empleados estamos trabajando en la implantacioacuten de un modelo hiacutebrido de teletrabajo que combina LO MEJOR DE LOS DOS MUNDOS
Slide Number 26
Slide Number 27
Slide Number 28
Slide Number 29
Week
Timeline
Project Implementation
SOW
Project Timeline
Recruitment
Training
IT amp Facilities
Reporting
Operations
Week1
ERRORREF
19
0
61
28
9
8
8
0
Week2
ERRORREF
23
0
61
28
9
9
8
0
Week3
ERRORREF
31
0
89
58
14
10
17
0
Week4
ERRORREF
34
0
92
60
14
22
17
0
Week5
ERRORREF
39
0
93
61
24
41
17
0
Week6
ERRORREF
0
0
0
0
0
0
0
0
Week7
ERRORREF
Week8
ERRORREF
Week9
ERRORREF
Week10
ERRORREF
Week11
ERRORREF
Week12
ERRORREF
Instructions
1 Ensure to copy formual from previous week into the current week
2 Ensure to copy data as real value before updating the plan (this way you will capture weekly progress)
Decision Log
ID
Topic
Description
Incorporate To E32169 Where actions are incorporated to eg Change Order SOW Playbook Process CIC etc
Entry Date
Taken by
Comments
1
2
3
4
5
6
7
8
9
10
IVR Setup Plan
Tower
Item
Start Date
End Date
Owner
Status
Remark
IVR Setup Plan
Define IVR Scope
Confirm voice requirement - Local Professional
ERRORREF
ERRORREF
ERRORREF
(1)
Confirm language requirement for each country
ERRORREF
ERRORREF
ERRORREF
(1)
Develop IVR Workflow
Develop IVR workflow for each country
ERRORREF
ERRORREF
WH
(1)
Client review and approval
ERRORREF
ERRORREF
Client
(1)
Develop IVR Script
Obtain existing script [If Available]
29-Jun
6-Jul
WH
(1)
Develop IVR script in each language
29-Jun
6-Jul
WH
(1)
Client review and approval
4-Jul
6-Jul
Client
(1)
Recording IVR
Obtain existing recording [If Available]
ERRORREF
ERRORREF
WH
(1)
Identify voice talent
ERRORREF
ERRORREF
WH
(1)
Record IVR in each language
ERRORREF
ERRORREF
WH
(1)
Client review and sign-off
ERRORREF
ERRORREF
Client
(1)
Configuration and Testing
IVR configuration to telephony system
ERRORREF
ERRORREF
WH
(1)
Testing and UAT
ERRORREF
ERRORREF
WH
(1)
Client review and sign-off
ERRORREF
ERRORREF
Client
(1)
Program Readiness Checklist
RESONSIBILITY
ACCOUNTABILITY
CONSULT
INFORM
Oracle
SBT
ActionsComment
Contractual
Resources Defined
ClientSBT AM
VP
VP
PMVLM
euro - 0
Levels Defined
SBT HR amp REC
SBT HR amp REC
VP
PM
euro - 0
Management Structure
SBT AMVP
SBT AM
VP
PM
euro - 0
Targets amp KPI Set
LynnPM
PM
VP
VLM
euro - 0
Program
Recruitment Process
PMO
REC
PM
VLM
euro - 0
RACI Frame work
PM
PM
VP
PMOVLM
euro - 0
Sales Engine
VLM
PM
VP
PM
euro - 0
10 week Plan
VLM
PM
VP
PM
euro - 0
Soft Metrics Defined
VLM
PM
VP
PM
euro - 0
Territory Allocated
VLM
PM
PM
PM
euro - 0
Territory in CRM
VLM
PM
PM
PM
euro - 0
Quarter Campaignpromotions
VLM
PM
PM
PM
euro - 0
Rules of Engagement
PM
PM
VLM
PM
euro - 0
Playbook
PMO
PM
VLM
PMO
euro - 0
On-boarding Plan
VLMSBT Training
PM
PM
PM
euro - 0
Training amp Coaching Plan
VLM
PM
SBT Training
PM
euro - 0
QA
VLM
PM
SBT Training
PM
euro - 0
Communications
Organisation Structure
PM
PM
VP
VLM
euro - 0
ROB Country
VLM
PM
VP
PM
euro - 0
ROB Program
PM
PM
VP
VLM
euro - 0
ROB RHQ
PM
PM
VP
VLM
euro - 0
Communication Pack
PM
PM
VP
VLM
euro - 0
Reporting Established
PM
PM
VP
VLM
euro - 0
Reporting Calendar Agreed
PM
PM
VP
VLM
euro - 0
Management
Talent Assessment
VLM
PM
VP
PM
euro - 0
Job Descriptions
VLM
PM
VP
PM
euro - 0
Employee Readiness Check
VLM
PM
VP
PM
euro - 0
Individual Targets Set
VLM
PM
VP
PM
euro - 0
Funnel Validation
VLM
PM
VP
PM
euro - 0
Head Count Filled
VLM
PM
VP
PM
euro - 0
Comp Plan Issued
PM
PM
VP
VLM
euro - 0
Comp Plan Signed
PM
PM
VP
VLM
euro - 0
Welcome Pack
VLM
PM
VP
PM
euro - 0
Infocenter Access
VLM
PM
VP
PM
euro - 0
Sharepoint Access
VLM
PM
VP
PM
euro - 0
Agent
Readiness Training
VLM
PM
VP
PM
euro - 0
Red Carpet
VLM
PM
VP
PM
euro - 0
Call Plan
VLM
PM
VP
PM
euro - 0
Partner ProfiledAllocated
VLM
PM
VP
PM
euro - 0
Territory Plan
VLM
PM
VP
PM
euro - 0
Territory Visits
VLM
PM
VP
PM
euro - 0
Individual Development Plan
VLM
PM
VP
PM
euro - 0
Onboarding
1
-1
1
-1
Onboarding
IT set-up
Location
Wave
Training start
Language Supporting Country
Status
Name
Role
Type
Comment
Credentials
Training
Work place
IT equipment
Telephony equipment
Internet connectivity
C-User
SAP Email address
ERRORREF
Kuala Lumpur
IT and Telephony Action List
Tower
Item
Start Date
End Date
Owner
Status
Remark
Avaya amp Oceanan
Avaya and Oceana
Internet Conection
Obtain quoation from 2 providers
Local IT
1
Cost approval
Local IT
1
Internet Setup
Local IT
1
VPN
VPN Setup
LocalBCN IT
(1)
Testing
LocalBCN IT
(1)
Avaya Design
Technical Design
Global IT
1
Functional Design
LocalBCN IT
-
VLAN amp MPLS Setup
LocalBCN IT
(1)
Install configure and deploy Avaya server
Global IT
(1)
IVR
Global IT
(1)
Equipment Order amp Delivery
Obtain quotation
Local IT
1
Cost approval
Local IT
1
Order all necessary equipment
Local IT
1
Delivery and deployment
Local IT
(1)
Telephony Configuration (Avaya amp Oceana)
Configuration
Local IT
(1)
UAT (Call Inbound)
Local IT
(1)
UAT (Call Outbound)
Local IT
(1)
UAT (Oceana)
LocalGlobal IT
(1)
Telephony delivered
Local IT
(1)
Cisco (as a backup)
Cisco
Design amp Implementation
Routing design
LocalGlobal IT
(1)
Cisco line setup as backup option
LocalGlobal IT
(1)
(5)
Local DID for all Asia Countries
Cisco
DID Setup
Identify provider for all countries line
Local IT
-
Obtain quotation
Local IT
-
Cost approval
Local IT
(1)
Routing design
Local IT
-
DID setup
Local IT
(1)
DID testing amp UAT
LocalGlobal IT
(1)
Routing
Local IT
(1)
Final testing amp UAT
LocalGlobal IT
(1)
Key Reports
Item
Version
Completion
Updates
Target Date
Dependencies amp Risks
C4CS Power BI Report
C4CS Power BI Report - Signoff
C4CS Direct Link to Power BI
MBR Dashboard - Draft
MBR Dashboard - Final
MBR Dashboard - Sign off
Avaya Report Global in Avaya System
C4CS amp Avaya Daily Report
WFM Puerto Rico
DiscussionAction Point
Item
Owner
Status
Remark
Target Date
Data - Access (Shared Folder)
Steffen
1
Intermediate solution for data storageData will be stored on Webhelp Enschede server for intermediate time until data (GDPR) items have been clarifiedData will be retrieved bysiti-aisyahmohdsallehsellbytelcomganeshloganathan1sellbytelcomLocation -Server 1023234 (via VPN)Server hostname sftpxtrasourceeu (if over the internet)Protocol sFTPSSHPort 22Username SBT_BIPassword hbjNfNvMNV6e7P
6-Feb
Demo on Avaya reporting functionalities
Steffen
1
Steffen to schedule some time with Aisyah and Ganesh to give more insights on functionalities within Avaya(First demo will be done tomorrow)
8-Feb
Documentation of Avaya Functionalities
Barry Steffen
1
- To provide other documentation with regards to Avaya functionalities to the team in APAC
8-Feb
Demo Training of Avaya Data Extraction
Almar
1
- Almar to conduct training to Eugene amp Ganesh on data extraction of Avaya amp Oceana- Training documentation stored inhttpsswasellbytelcomTrainingSignify20Training2020QualityFormsAllItemsaspxRootFolder=2FTraining2FSignify20Training2020Quality2FTraining20Material20Folder2028External20and20Internal20Access292FAvaya20Oceana20Supervisor20TrainingampInitialTabId=Ribbon2EDocumentampVisibilityContext=WSSTabPersistence
1-Feb
Global Decision makers
-
Reporting Demo
-
Avaya Data Extraction Access
-
Implementation Checklist
Topic
Details
Required
Owner
Status
General Set Up
1
General Set Up
11
Go live
if several waves indicate exact dates
Yes
-
First Wave 31-Jan Following Waves to be confirmed
12
Initition Template signed off
Defines project and server as Project Charter
Yes
-
13
Scope of Work (SOW) Defined and Signed
eg service sales support
Yes
-
14
Stakeholders Identified
internal and external
Yes
-
15
Communication stragety agreed
Define communciation for reporting implementation Operations escalations
Yes
-
16
Implementation start date agreed
Agree on proejct kick off date
Yes
-
17
Training start
if several waves indicate exact dates
Yes
-
First Wave 10-Dec Second Wave TBC
18
Recruitment start
indicate expected number of weeks before training start
Yes
1
6 - 8 weeks
19
HC Defined
please distinguish between waves if applicable
Yes
1
Wave 1 9 CH + 3 HK
11
Languages requirement agreed
specify per HC
Yes
-
11
JD
available already If so please share
Yes
1
11
Floor plan
available already If so please share
Yes
1
11
Telco line setup
ITFS procurement outbound line set up
Yes
-
11
IT equipment delivered
Develiry as per IT checklist
Yes
-
12
BI amp Reporting
Develop Report ROB WBR MBR and QBR
Yes
-
12
Program Readiness
Execure Readness checklist
Yes
-
Site Set Up
2
Site Set Up
21
Floor
Discuss and sign contract to rent
No
(2)
22
Develop obtain floor plan
No
(2)
23
Floor design (designation of common areas and workspace)
No
(2)
24
Painting type of floor curtains blinds etc
No
(2)
25
Quotation and purchase of air condition
No
(2)
26
Final cleaning before furniture set up
No
(2)
27
Cabling
General cabeling of the floor
No
(2)
28
Define single points to be cabled per workstation
No
(2)
29
Furniture common area equipment
Workstations tables chairs lockers etc
No
(2)
21
furniture for common areas (kitchen restrooms meeting rooms)
No
(2)
21
set up of furniture for workstationa and common areas
No
(2)
21
final cleaning after furniture set up
No
(2)
21
kitchen and bath room equipment
No
(2)
21
Security Meassures
order access control system
No
(2)
22
delivery of access control system
No
(2)
22
supply of access cards according to number of employees
No
(2)
22
Show room
setup of show room
No
(2)
22
others applicable
No
(2)
22
Mail box bell
mail box to be defined and labled
No
(2)
22
bell to connected to floor
No
(2)
HR and Recruitment
3
HR and Recruitment
31
Recruitment
overall responsible Dedicated recruiter
Yes
1
32
start date
Yes
-
33
JD creation and sign off
Yes
1
34
decide upon job ads
Yes
-
35
publish job ads
Yes
-
36
define recruiting process
Yes
1
37
Job specifications
start date of training
Yes
-
38
go live date after training
Yes
-
39
determine number of working hours per day week
Yes
-
31
determine number of working days per week
Yes
-
31
define shift modell
Yes
-
31
define bonus model
No
(2)
31
define salary range
Yes
-
31
determine vacation days
Yes
-
32
special vacation bank holiday agreements
Yes
-
32
special country regulations
Yes
-
32
duration fixed term employment
Yes
-
32
Onboarding
register employees in client tools
Yes
-
32
register employees in SBT tools (eg active directory)
Yes
-
32
is there a time recognistion system
Yes
-
32
distribute access cards to each employee
Yes
-
32
set up workforce management
Yes
-
Training
4
Training
41
Room equipment
define size of training groups
Yes
1
42
define IT equipment needed
Yes
-
43
Language country spedifics
define training language
Yes
-
44
are there country specifics to be tought to only some employees
Documentation of existing process (manual work processes etc)
Yes
-
Existing Europe process manual is available To obtain from Europe and review
412
Are there country specifics process
Yes
-
413
Localization of process
Yes
-
414
Special issues
to be considered
No
(2)
IT
5
IT
51
IT check list
definition of infrastructure requirements and capabilities
Yes
-
IT requirement to setup Oceana is TBC
52
sign-off Infrastructure Check-List by client
Yes
-
53
Connectivity
set up of Servers
No
(2)
54
server racks at site
No
(2)
55
quotation amp investment request for switches
No
(2)
56
ordering of switches
No
(2)
57
set up of switches
No
(2)
58
ensure internet connectivity at site
Yes
1
59
define connectivity to customer environment
Yes
1
51
quotation and purchase of Wi-Fi access points
No
(2)
51
set up of Wireless LAN
No
(2)
51
setup training rooms
No
(2)
51
Telephony
clarify telephony system (client or SBT)
Yes
-
51
order telephony system
Yes
-
52
delivery of telephony system
Yes
-
52
PCs
quotation amp investment request for workplace computer
Yes
-
52
ordering of workplace computer
Yes
-
52
quotation amp investment request for workplace headsets
Yes
-
52
ordering of workplace Headsets
Yes
-
52
delivery of PC Headsets and workplace UPS
Yes
-
52
Set up of workplaces (PC Phonesets Patching)
Yes
-
52
Tools software
set up of client tools (CRM etc)
Yes
-
52
set up of SBT tools
Yes
-
SBT to setup Avaya Oceana CRM
52
set up of client software (licences)
Yes
-
53
set up of SBT software
Yes
-
53
Security
quotation amp investment request for Firewall
Yes
-
TBC
53
ordering of firewall
Yes
-
53
set up of firewall
Yes
-
53
Printers Fax
quotation amp investment request for printers fax
No
(2)
53
ordering of printers fax
No
(2)
53
set up of printers fax
No
(2)
53
User acceptance testing
create UAT check list
Yes
-
53
test all IT systems before training start within SBT
Yes
-
53
test all IT systems before training start in relation to client systems
Yes
-
53
Reference machines
agree on reference machines
No
(2)
54
reference machines to be delivered
No
(2)
Reporting
6
Communication
61
Reporting
define reporting cadence
Yes
-
62
define distribution list
Yes
-
63
Business Review
define business review requirement
Yes
-
64
Communication Plan
define rhythm of business
Yes
-
65
Customer Interaction Center (CIC)
customer interaction center development
Yes
-
Finance
7
Finance
71
SOW
Develop and agree on the Scope
Yes
1
72
sign-off by client
Yes
-
73
Billing Process
Develop and agree
Yes
-
74
sign-off by client
Yes
-
75
PO
Issue PO and obtain payment
Yes
-
Risk and Mitigation Plan
Tower
Risk
Likelihood
Impact
Mitigation Strategy
Owner
Status
Remark
Commercial
Delay in Change Order sign off
Medium
High
HugoMarianne
1
Offer letter to new hire can only send with Change Order signed
Recruitment
Long hiring time for native agent
High
High
Proposed to hire local agent
Rey
1
Hire 90 local Malaysian
Unable to hire local agent in time
Low
High
- English agent to be deployed to support temporarily- Searching available internal candidate
Rey
1
Additional scope of ASEAN agents might take longer time
Infrastructure amp Facility
Late equipment delivery
Medium
Medium
Backup telephony system - Cisco to be setup
Khor
1
Cisco is SBT existing infrastructure with minimum setup effort needed
Delay in Avaya amp Oceana setup
Low
Medium
Backup telephony system - Cisco to be setup
Khor
-
VPN connection instable
Medium
Medium
VPN connectivity will be tested during implementation stage Foresee the connection should be stable most of the time In case of Oceana discruption Voice support should still be available
WH SBT IT
1
Lost of data due to disruption in Oceana
Low
Medium
Manual report during discruption
Ops
-
Oversea call forwarding legal constraint in China
Medium
High
Webhelp team to clarify and with our provider
WH SBT IT
1
- Potential legal constraint to perform oversea call forwarding from China to Malaysia DID- Call forwarding is allowed as confirmed by provider
Telephony UAT failed
Medium
High
Webhelp team will rectify the issue upon UAT on 221
WH SBT IT
-
UAT begin on 221
Signify VPN for PLM amp SAP
Medium
Medium
Luite
-
Soft Launch and Go-Live Schedule
Puerto Rico Work Schedule (5-Aug to 23-Aug)
8519
8619
8719
8819
8919
81019
81119
81219
81319
81419
81519
81619
81719
81819
81919
82019
82119
82219
82319
Voice Switch Over Schedule
Country
Voice Cut-over date
Support Country Time
MY Time (CET -6)
CET time (GMT +1)
Phone
Toll Toll Free Phone
Call Activity
Activity
Country
Voice Cut-Over
US
Outbound Activity - Webform amp Unassociated Tic
Canada
Outbound Activity - Webform amp Unassociated Tic
PROJECT
ABERT
SCOPE (Sales Customer Service Tech Support Helpdesk)
Customer Service
BILLING (Hourly FTE Transactions)
Hourly
Total EMPLOYEES (including Management)
130
Working Days
Monday to Saturday
Shift
9am till 6pm
Office Address
Diagonal 197 13th floor
Current Office Seat capacity
185
Employees distribution (refer to tab)
Employees
Distribution
HOME
20
15
OFFICE
20
15
HYBRID
90
69
TOTAL
130
100
Desk needed in the office
50
Desk needed with workstation (PC+Keyboard+Mouse)
33
Take into consideration people coming in the office with a laptop
2nd screen needed - Yes or No
Yes
If Yes how many are needed
16
Camera needed - Yes or No
yes
If Yes how many are needed
30
Any other requierements
NA
Meeting rooms needed in the office
2
15 PAX
Training rooms needed in the office
1
20 PAX
Customer AM notified (Yes or No)
Yes
Hybrid Model implementation Date
30-Jul
Employees distribution (refer to tab)
PROJECT
SCOPE (Sales Customer Service Tech Support Helpdesk)
BILLING (Hourly FTE Transactions)
Total EMPLOYEES (including Management)
Working Days
Shift
Office Address
Current Office seat capacity
HOME
OFFICE
HYBRID
TOTAL
Desk needed in the office
Desk needed with workstation (PC+Keyboard+Mouse)
2nd screen needed
If Yes how many
Camera needed
If Yes how many
Any other requierements
Meeting rooms needed
Training rooms needed
Customer AM notified
Hybrid Model implementation Date
ABERT
Customer Service
Hourly
130
Monday to Saturday
9am till 6pm
Diagonal 197 13th floor
185
20
15
20
15
90
69
130
50
33
Yes
16
yes
30
NA
2
1
Yes
30-Jul
SCOPE
Define the distribution of Employees based on the 3 working Model - HOME OFFICE HYBRID
HOME
Employees who prefer to work at home due to the following reasons
At risk to catch Covid
Looking after a person at risk
Long commute to work (gt130 hours per day)
Family constraints (Children school run)
Recommendation
We would recommend to have employees come in the office at least 2 days per month (except people at risk)
Capacity
up to 20
OFFICE
Employees who prefer to be at the office as they are unable to work at home due to non suitable working conditions (no space flatshare no internet etc)
Recommendation
We would recommend to have employees come in the office at least 2 days per month (except people at risk)
Capacity
up to 10
HYBRID
Employees who are able to alternate between work in the office and work at home
Recommendation
We would recommend to alternate weeks instead of day
We would recommend to alternate weeks instead of day - Preference 1 week in the office 2 weeks home
Capacity
up to 60
Scenario on 100 people project
HOME
Office
Hybrid A
Hybrid B
Hybrid C
TOTAL
Occupancy
20
30
15
15
15
100
Week 1 office
5
10
20
35
35
Week 2 office
5
10
20
35
35
Week 3 office
5
10
20
35
35
Week 4 office
5
10
20
35
35
Please note that shrinkage is not taken into consideration so attendance can vary between 15 to 25
Vacations will need to be scheduled when employees are working from home
FECHA
DIAGONAL
PAMPLONA
MEDIATIC
AUSIAS MARCH
ROC BORONAT
MAS BLAU
22
VALENCIA
MAacuteLAGA
TOTAL
22
Ausias March
Malaga
Diagonal
Valencia
Mas Blau
Mediatic
Pamplona
Roc Boronat
Santa Luciacutea
Total
72720
132
26
119
29
20
3
57
386
Marzo
544
207
27
1864
169
41
497
253
262
17
3490
8320
131
25
89
26
16
5
50
342
Abril
24
1
3
33
1
1
10
2
4
1
66
81020
134
25
101
29
21
4
46
360
Mayo
80
8
3
103
1
4
96
3
5
245
81720
135
31
95
17
19
6
40
40
152
535
Junio
165
48
77
267
58
8
268
35
49
1
856
82420
139
29
102
25
14
2
34
34
143
522
Julio
195
74
164
432
66
15
281
63
64
2
1218
83120
122
27
90
30
19
3
30
31
195
547
Agosto
142
64
280
391
66
14
202
79
60
1
1188
9720
169
40
100
29
15
3
31
38
210
635
Septiembre
161
80
356
434
77
19
243
96
67
3
1366
91420
168
46
88
37
20
3
37
39
183
621
92120
202
39
121
39
31
5
38
47
243
765
92820
205
43
134
44
24
1
45
48
243
787
10520
184
44
141
40
35
0
77
50
255
826
101220
101920
102620
11220
Pre-Covid
Capacity
185
Covid19
Capacity
97
Redesign
Capacity
138
Location
Site
Floor
SQM
SQM Price
Contract End
Capacity before Covid
Capacity during Covid
Capacity Hybrid
Meeting Room 1
Meeting Room 2
Meeting Room 3
Meeting Room 4
Meeting Room 5
Meeting Room 6
BCN
Diagonal
1
1088
154
BCN
Diagonal
2
1088
179
BCN
Diagonal
3
1088
182
BCN
Diagonal
4
1088
185
97
138
XX
XX
XX
xx
LAB
BCN
Diagonal
5
1088
175
BCN
Diagonal
6
1088
141
BCN
Diagonal
7
1088
180
BCN
Diagonal
8
1088
113
BCN
Diagonal
9
1088
112
BCN
Diagonal
10
663
99
BCN
Diagonal
11
663
99
BCN
Diagonal
12
663
41
BCN
Diagonal
13
663
110
BCN
Diagonal
14
663
110
BCN
RBA
1
336
CANTINA
BCN
RBA
2
752
110
BCN
RBA
4
1513
189
BCN
RBA
11
1513
106
BCN
Pamplona
1
1453
60
BCN
Pamplona
2
391
175
BCN
22
0
1171
9 (TRAINING DEPT)
BCN
22
1
608
136
BCN
22
2
608
123
BCN
22
3
608
115
BCN
Ausias March
1
830
93
BCN
Ausias March
2
830
126
BCN
Mas Blau
1
993
MAD
Madrid
1
MAL
Benalmaacutedena
1
2093
MAL
Benalmaacutedena
2
296
VLC
Valencia
1
1906
210
MLL
Mallorca
1
236
48
BCN
Mediatic
4
1500
218
BCN
Mediatic
5
109
37
BCN
Mediatic
7
1586
226
BCN
Marina
1
73
BCN
Marina
6
73
32441
3998
General Information
Hybrid Situation
INVENTORY
Project Dpt
Owner Manager
POC
Site
Floor
Total Employees
Strong Seasonality gt25
Approved for Hybrid
Hybrid suitable
Customer Agreed
Presented to employees
Provisional Guideline
Rotation Model
Permanent Office Seats
Hybrid Office Seats
People in Office
People home
People in hybrid
Customer Owned Equipment
Current PCs at office
Current laptops at office
Monitors
Current PCs at home
Current laptops at home
Monitors
Comment
IT
Pablo
Diagonal
8
42
last July week
17
IT
Pablo
Pamplona
1
last July week
1
IT
Pablo
Valencia
1
last July week
1
HR - Training Adrian Arias Adrian AriasCC TRAI
Elin Lind
22 Adrian Arias Adrian AriasElin shares office with J Cardot D8
10
Yes
72920
No best practises from WISE
2
8
HR - Recruitment
JC
Diagonal
8
37
Yes
81720
0
0
10
8
2
42
5
33
20
Info inserted on the Thursday 23rd in the evening
HR - Admin
Ingrid
Diagonal
8
20
No
Yes
Jul-20
Principalmente 3 en casa + 2 oficina algunas semanas 3 oficina + 2 casa
4
4
5
1
18
4
1
3
16
Quality Adrian Arias Adrian AriasCC QUAL
Irma Carrasco
Diagonal
8
4
Yes
Agreed with JD
72920
No but used from WISE Adrian Arias Adrian Ariasones shared by Elin from Luke and some best practices from other regions available in the WFH in WISE
Adrian Arias Adrian AriasCC TRAI
Adrian Arias Adrian AriasElin shares office with J Cardot D8
Adrian Arias Adrian AriasCC QUAL
Day
1
5
4
Finance
Violeta
Diagonal
12
10
4
4
6
Sales
Marta
Diagonal
12
7
1
0
0
9
Reception
Vanessa
DiagonalMediaticAM PAMPLONA
Various
6
No
Only 1 person
3 DAYS OFFICE 2 DAYS AT HOEM
6
0
5
0
1
5
1
0
0
Logistic
Jordi
0
4
4
1
4
Communication
Carla
Diagonal
12
3
1
1
3 iMacs
Facilities
Marga
12
AMER
Christian Wandt
22
73
82420
18
0
41
11
BBVA
Silvia Goacutemez
Ausias March
32
32
2
BOSE
Stephen Strydom
22
129
Yes
Yes 33 increase in Staffing December versus August
210820 up to 76 and rest done in september
3 groups one week in the office two weeks at home
20
40
20
26
80
42
2
105
17
CAMBIUM
Alberto Laporta
Pamplona
6
0
0
0
6
COSTA CRUCEROS
Denisz Tulajdon
Ausias March
11
No
No
NO
11
0
11
0
0
4
1
10
1
DELIVEROO
Louise Van Wyk
na
0
0
0
0
0
DKV
Denisz Tulajdon
Ausias March
18
Yes
Yes
one week in two weeks at home
4
5
4
0
15
5
1
17
0
DRAumlGER
Alexandre Morey
Diagonal
19
19
0
0
0
0
No PCacutes are proprety of Webhelp for the Draumlger project
EDEN
Denisz Tulajdon
0
EPSON EPS
Alberto Laporta
Marc Torrell
Pamplona
60
20
13
11
6
36
7
EPSON EPS
Alberto Laporta
Marc Torrell
Valencia
36
11
7
4
4
27
1
EPSON ICAM
Adrian Arias
Pamplona
12
Yes
73120
5
0
12
10
2
15
3 additional screens at home
EPSON Lead Generation
Adrian Arias
Pamplona
3
Yes
73120
0
0
0
2
1
2
GFK
Marigona Gjochi
Diagonal
12
GOOGLE
Jan-Mirko Kruschet
DiagonalRBA
294
294
27
2
0
3
Google owned devices are used for production Webhelp owned PCs are used just for adminreportingmanagement
GOOGLE CHROMECAST
Nicolas Luque
Diagonal
102
Presented only to management Hold from GAM Adrian Arias Adrian AriasOur goal was to start sharing with agents during the next two weeks but we have been waiting for confirmation from Google if WFH will be allowed once the Covid-19 BCP is officially closed and if they will allow a hybrid model (that implies double equipment assignment to employees) This decision comes from the xWS Global Team At the moment there is no final confirmation and we do not know when we will receive the confirmation We have been advised to GAM to hold on for the moment as any changes on the WFH set up needs to be communicated and approved by Google before We have a meeting planned for next Tuesday (1808) to discuss the communication plan and Google confirmationapproval It could not be done before due to August holidays Our main worry is that we share this with all our employees and then Google requests us to go back to the office and we cannot go through with the plan which will create discomfort with our agents
102
1
0
2
0
Google owned devices are used for production Webhelp owned PCs are used just for adminreportingmanagement
GOOGLE CLOUD
Gabriel Manzanera
RBA
0
GOOGLE OPERATING SYSTEMS
Nicolas Luque
Diagonal
283
Presented only to management Hold from GAM
283
10
0
2
1
Google owned devices are used for production Webhelp owned PCs are used just for adminreportingmanagement
GOOGLE PPS
Gabriel Manzanera
Diagonal
2
0
GORE
Alberto Laporta
Giorgia Salvini
Pamplona
1
12
No
Yes
1 Week office 1 week home
2
12
2
0
9
1
GUESS
Ines Owczarek
Hugo Sore
Ausias March
72
Yes
Suitable
Communicated to PM
We have 3 groups and we then do 1 week in 2 weeks home for each of the groups In Guess we have 45 FTEs and in the office we can have up to 15 Advisors at the same time which suits the rotation perfectly
4
11
4
6
35
16
7
65
1
HP Transactional
Column Fleming
Diagonal
4
71
71
0
1
0
7
HP Transactional
Column Fleming
Valencia
7
7
0
0
0
0
HP3D_Printing
Christina Muriel
NA
no equipment
HPE INSIDE SALES
Louise Van Wyk
Barcelona
71
Located in client office
0
0
0
4
HPI 3WW
Federico Muntildeoz
22
57
2
1
2
2
HPI End User Space Global
Andrea Pane
Diagonal
1
66
66
0
1
10
11
HPI End User Space PC
Jesus Gonzalez
Diagonal
4
127
127
0
3
8
9
HPI End User Space PC
Jesus Gonzalez
Valencia
9
9
0
1
0
0
HPI End User Space Print
Ross Ellis
Diagonal
54
54
0
0
5
4
HPI GSB DESIGNJET
Louise Van Wyk
RBA
2
19
3 groups of people one week on one week off
4
5
4
0
15
2
2
9
10
HPI GSB DESIGNJET
Louise Van Wyk
Valencia
1
0
0
1
0
HPI GSB INDIGO
Christina Muriel
HPI MIDMARKET AND CEP
Nasima Salimova
NA
4
NA
NA
NA
NA
NA
They are now
HPI STORE + HPI STORE PS
Shahed Saffari
Not Suitable - PCI
No
49
7
55
4
HPI SUPPLIES
Luisa Oralia Hernaacutendez
RBA
2
28
Yes
Yes
2 days in the office + 3 at home 2 rotation groups project manager in the office 4 days a week
Preferably 28 - Depending if we will be reallocated to another building
16 if all permanent seats are not possible - all agents have laptops so we will just need screens
0
Depending on regulations + I have 3 people on risk groups
26
0
0
0
28
HPI Telemarketing
Maria Martinez
Diagonal
9
0
0
0
3
resto del equipo estaacute con laptops del cliente pero con accesorios WH
HPI Telemarketing Madrid
Maria Martinez
Madrid
8
3
0
5
1
INBOUND PROJECTS
Monica Lopez
Diagonal
13
52
4
46
2
INDITEX
Natalia Loacutepez
Mediatic
305
123
9
197
10
Seasonality agents x - to confirm with Saulo
ISDIN
Monica Lopez
Diagonal
13
14
3
0
7
14
2
29
ISDIN
Monica Lopez
Diagonal
13
14
3
0
12
2
JDE
Christopher Harrison
Marina
55
No
Yes
CW 34
We will start with 1 week on 2 off and then look to move to 1 on 1 off 3 groups then 2
9
24
3
3
48
1
51
3
LA CAIXA
Monica Lopez
Diagonal
13
11
8
3
LASTMINUTE
Fernando Peacuterez
0
0
0
3
0
in process to send it back to office since project is suspended due to pandemic The rest of pcs have been sent back
LEIA
Anastasia Kozlova
Diagonal
339
2182020 to staffwaiting for approbal from Global to communicate to agents
144 iMacs
6
271
6
LEVIS
Gloria Garcia
mediatic
42
28
4
27
5
LG
Fernando Peacuterez
62
most part of LGs project is handled with LGs computers
LUKE
Duane Kennelly
Diagonal
709
2182020 to staffwaiting for approbal from Global to communicate to agents
5 PCs - 9 iMacs
5
2 PCs - 693 iMacs
2
MAMMUT
Alberto Laporta
Giorgia Salvini
Pamplona
1
5
No
Yes
1 Week office 1 week home
0
3
7
1
0
3
1
MANGO
Gladys Pages
Mogravenica Logravepez
333
70
187
78
Info given by Manal Ehsan
MARKEM IMAJE
Denisz Tulajdon
Ausias March
8
No
Yes
one week in one week at home
1
1
1
5
2
3
0
5
1
MICHAEL_KORS
Ines Owczarek
Mediatic
14
Not suitable - PCI
No
13
2
1
0
for TL and PM we needed to duplicate as they need to have PCI and non PCI environment
Musement
Ines Owczarek
Ausias March
3
13
Suitable
No
1
0
10
2
PEPE JEANS
Monica Lopez
Diagonal
13
15
0
0
15
0
PUMA
Alberto Laporta
Pamplona
1
52
10
1
38
11
ROCA (se incluye en Inbound Projects)
Monica Lopez
-
-
-
RUCKUS
Shahed Saffari
Ausias March
2
12
Yes
Not comunicated yet
2
2
8
0
SEAT
Claudia Vicente
Mas Blau
1
27
Jul-20
1
2
21
3
SPORTIUM
Ines Owczarek
CU Inhouse
I
36
Not suitable - Inhouse
No
36
-
-
-
-
Client equipment
TOUS
Monica Lopez
Diagonal
13
25
7
1
15
0
TP VISION
Lydia Peitx
Barcelona
1
1
TP VISION
Lydia Peitx
Benalmaacutedena
61
Not suitable
No
0907 move back to office pending on IT Networking team
53
8
UPFIELD
Ines Owczarek
Ausias March
15
2
0
14
1
2 pc are set up already at the office
VAESA
Claudia Vicente
Mas Blau
1
70
Jul-20
4
1
52
13
WALLAPOP
Monica Lopez
Diagonal
13
75
17
43
3
SIGNIFY - Puerto Rico
Christian Kohl
San Juan
Yes
Possible
Probably weekybi-weekly rotation
67
3
30
30
17
43
3
Back Market PR
Christian Kohl
San Juan
8
Yes up to 12
YES
No
0
3
0
12
0
17
43
3
FESTO
Louise Van Wyk
TBD
NEW
As it is a new project we would prefer to start with everyone in the office for the ramp-up phase Once they are ramped up we can move to hybrid model
11
0
11
0
0
17
43
3
HPE Edenred
Louise Van Wyk
Diagonal
No
Yes
As it is a small team rotation dos not make sense as they will be alone in the office Our idea is to have all 4 of them in the office 3 days per week
0
4
0
0
4
17
43
3
REFID
PRE-IMPLEMENTATION
MITIGATIONS WARNINGS REMEDIES
POST-IMPLEMENTATION
Date
RISK - Category
RISK DESCRIPTION
RISK IMPACT
RISK SEVERITY
RISK LIKELIHOOD
RISK LEVEL
MITIGATION
RESPONSIBLE
STAUS
Date
RISK SEVERITY
RISK LIKELIHOOD
RISK LEVEL
ACCEPTABLE TO PROCEED
1
Yes
1 low - 10 high
1 low - 10 high
1 low - 10 high
1 low - 10 high
YES NO
2
No
1
72220
Connectivity
ISP connectivity from employee to Avaya There are ISP they do not give bandwidth or protocoll for VoIPSIP Thus user cannot do phone calls over Avaya Red or similar solution
Voice quality very bad or cannot place or recieve calls
9
3
27
4G Router solves quality issues
IT
Ongoing
3
2
72220
Connectivity
ISP may change their TampC for privatconsumer services
current connection from employee are for consumer and not for commercial used ISP may change their TampC as agent will used it for commercialprofessional purposes
8
5
40
This is not happening at the moment but can at any given time most like when this situation is over
TBD
Open
4
3
8420
People
People visiting countries are confined for x days
We people visiting their home countries and they are locked down for 1-2 weeks before they can go out They are working this lock down in their country and after they spent their x daysweeks of vacation
5
10
50
HR
Open
5
4
6
5
7
6
8
7
9
8
10
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
Action Log
ID
Topic
Discussion Point
Action Point
Entry Date
Owner
Due Date Review Date
Status
Updates
1
Define a guide for Managers to assess feasibility to deploy hybrid model
7-Jul-20
Done
2
Invetory
7-Jul-20
Jerome Adrian Pablo
31-Jul-20
Ongoing
Projects Reported Inventory Big discrepancy between Inventory DB and report Pablo analysing discrepancy29720 250 PC + 100 Laptops to check fix workspaces of Mango and Inditex
Closed
3
Order equipment
1-Aug-20
Pablo
TBD
Not started
Order missing or replace aged equipment
Pending
4
Floor plan Desing
7-Jul-20
Marga
31-Jul-20
Ongoing
Sample of Diagonal 4th floor in this doc
Overdue
5
Security - Virtual desktop
7-Jul-20
Daniel Pablo
TBD
Ongoing
Investigating
6
Work contract
29-Jun-20
Ingrind
TBD
Ongoing
Answers received and compiled by Ingrid
7
Guidlines for review and approval
Google Con Ops send draft for revision and validation
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
73
74
75
76
Project Plan
NO
ID
Task
Responsible
Start
End
Status
22-Jun
29-Jun
6-Jul
13-Jul
20-Jul
27-Jul
3-Aug
10-Aug
17-Aug
24-Aug
31-Aug
7-Sep
14-Sep
21-Sep
28-Sep
5-Oct
12-Oct
19-Oct
26-Oct
2-Nov
9-Nov
16-Nov
23-Nov
30-Nov
7-Dec
14-Dec
21-Dec
28-Dec
4-Jan
11-Jan
18-Jan
25-Jan
1-Feb
8-Feb
15-Feb
22-Feb
1-Mar
8-Mar
15-Mar
22-Mar
29-Mar
5-Apr
12-Apr
19-Apr
26-Apr
3-May
10-May
17-May
24-May
31-May
7-Jun
14-Jun
21-Jun
1)
Contract amp Legal
Contractual amp Legal
11
Between Webhelp and Customer
Overdue
111
Revision of contracts between Webhelp and Customers
Account Manager Program manager
112
Standard addendum
Jordi Tomas Procurement
12
Between Webhelp and Providers
Overdue
121
Internet Service Providers
TBC
122
Shipping courrier services
Jordi Tomas
13
Between Webhelp and Employee
Overdue
131
Renewal or change of contract
25
Ingrid Castillo
28-Jun-20
1-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
132
Working from home outside Spain conditions
10
Ingrid Castillo
28-Jun-20
1-Oct-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
Milestone Contract amp Legal
Overdue
2)
IT Infrastructure
IT Infrastructure
21
Revision connectivity to office
70
29-Jun-20
31-Jul-20
Overdue
-1
-1
-1
-1
-1
211
Data office infrastructure
70
IT
29-Jun-20
31-Jul-20
Overdue
-1
-1
-1
-1
-1
212
Voice office infrastructure
70
IT
29-Jun-20
31-Jul-20
Overdue
-1
-1
-1
-1
-1
213
Office hardware equipment
70
IT
29-Jun-20
31-Jul-20
Overdue
-1
-1
-1
-1
-1
214
Licencenses
70
IT
29-Jun-20
31-Jul-20
Overdue
22
Hardware
5
6-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
221
Home Office Equipment
5
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
2211
PC wifi or Laptop
10
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
2212
Keyboard Mouse
10
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
2213
2nd Screen
10
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
222
Office Equipment
5
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
2221
PC wifi or Laptop
10
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
2222
Keyboard Mouse
10
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
2223
2nd Screen
10
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
223
Maintenance and support of Home office IT equipment
5
IT
6-Jul-20
2-Oct-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
2231
Sparepart replacement
5
IT
20-Jul-20
2-Oct-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
2232
Connectivity to office
5
IT
20-Jul-20
31-Jul-20
Overdue
-1
-1
2233
Firewall
5
IT
6-Jul-20
31-Jul-20
Overdue
-1
-1
-1
-1
2234
VPN
5
IT
6-Jul-20
31-Jul-20
Overdue
-1
-1
-1
-1
2235
Cloudbased storage solution - OneDrive
5
IT
6-Jul-20
31-Jul-20
Overdue
-1
-1
-1
-1
2236
Indvidual Virtual Desktop Solution for Webhelp Managed Equipment
5
IT
6-Jul-20
31-Jul-20
Overdue
-1
-1
-1
-1
2237
BCP - Plan
5
IT
6-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
2238
Internal User Help Desk
5
IT
6-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
2239
Field Tec Support
5
IT
6-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
Overdue
Overdue
Overdue
Milestone IT Infrastructure
Overdue
3)
IT Security
IT Security
31
Collection of Project Security Requirements
15
IT Security
15-Jul-20
31-Jul-20
Overdue
-1
-1
32
Categorization in security levels
0
IT Security
1-Aug-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
33
Indvidual Virtual Desktop Solution for Webhelp Managed Equipment
15
IT Security
1-Aug-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
34
Approval process for home office solution
0
IT Security
1-Sep-20
30-Sep-20
Overdue
-1
-1
-1
-1
Overdue
Overdue
Milestone IT Security
Overdue
4)
Facilities
Facilities
41
Office
25
Facilities
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
42
Planing for max capacity
25
Facilities
1-Jul-20
15-Jul-20
Overdue
-1
-1
43
New home feeling or trendy office design
0
Facilities
15-Sep-20
30-Sep-20
Overdue
-1
-1
44
Hot desk solution
0
Facilities
1-Aug-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
46
Office Furniture for home office
0
Facilities
1-Jul-20
31-Jul-20
Overdue
-1
-1
-1
-1
461
Chair
50
Facilities
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
462
Table
50
Facilities
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
48
Milestone Facilities
Overdue
5)
People Management
People Management
51
HR
5
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
511
Legal revision on existing work contracts
20
Ingrid
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
512
New contracts
0
Ingrid
1-Sep-20
30-Sep-20
Overdue
-1
-1
-1
-1
513
Briefing of HR
Overdue
514
Work contracts
Overdue
52
Project Management
30
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
521
Framework office guidelines
5
PM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
522
Framework office guidelines
30
PM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
523
Productivity and service fullfillment
30
PM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
524
Feasibility and validation if a project can be hybrid
30
PM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
525
Corrective performance mangement
30
PM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
526
Guidelines working un the office (70 work + 30 Socialtraining)
30
PM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
526
Hybrid present and virtual meeting
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
527
Reenforce team events
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
528
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
53
Workforce Management
10
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
531
Planining between home and office
10
PMWFM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
532
Different shrinkage factors between office and home office
10
PMWFM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
533
Service coverage
10
PMWFM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
534
Realtime management
10
PMWFM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
54
Training
Overdue
541
Hybrid Training Classroom and Virtualroom
Overdue
542
Selfguided Training
Overdue
543
Webinars
Overdue
55
Communication
Overdue
551
Extra push to Wise
Overdue
552
Focus activities to include people at homeremote
553
TGIF sessions
Overdue
554
Communcation of the new Model to Managers
555
Communcation of the new Model to Customer
Milestone People Management
Overdue
6
IT Security
Communication
61
Communication to Progamm Manager and Owners
100
Jerome Derramond
1-Jul-20
15-Jul-20
Done
1
1
62
Communication to frontline managers and employees
25
IT Security
15-Jul-20
31-Aug-20
Overdue
-1
-1
-1
-1
-1
-1
0
Overdue
Overdue
Overdue
Overdue
Milestone IT Security
Overdue
Topic
Status Comment
Target Date
Engage with IT and understand that solution deployed for Hybrid
Setting up meeting with CTO and IT Service Manager
Ask IT on the HW statyus Hot desk
Floor ready for Hybrid ( IT + Facilities)
In touch with facilities team to get capacity per office
Contract Situation for the new functions
Engaged with HR Head of HR Admin is collecting and cosolidating information
Present to managers
Preparing points and expectations to communicate
Managers to prepare the list of function (Home Hybrid office)
Project Card work in progress
Managers to prepare schedule taking into consideration Hybrid
Implementation Dashboard
Milestone
Start
End
Status
Progress
Key Focus for the Week
Start
End
Status
Owner
100
Hub principal
Oficinas adicionales
Barcelona
Mallorca
Valencia
Maacutelaga
Copyright copy 2020 All rights reserved 4
PLANIFICACIOacuteN ndashEQUIPO
bull 2 Puntos de Contacto por cada sitio a excepcioacuten de Maacutelaga Mallorca Sant Cugat Puerto Rico en los que solo habiacutea 1 asignado
bull Funciones clavebull Mantenerse actualizado con los protocolos especiacuteficos del grupo y regionesbull Asegurarse de que el sitio cumpliera con todas las recomendaciones de
higienebull Estar familiarizado con el plan de contingencia en caso de sospecha de
infeccioacuten en el sitio o planta
Diagonal
Roc Boronat
Ausias March
Pamplona
Mas Blau
Mediatic
22 Building
Marina
Tanger
Sant CugatPuerto Rico USA
Puntos de contactoEstructura del equipo BCP
La funcioacuten clave del Equipo de Gestioacuten Ejecutiva de BCP fue coordinar con todos los Departamentos Operaciones y Clientes relevantes para evaluar la situacioacuten real y desplegar acciones para asegurar la prestacioacuten del servicio
Equipo de gestioacuten ejecutiva del BCP
RRHH
IT
FINANZAS
LOGIacuteSTICA
FORMACIOacuteN
LEGAL
OPERACIONES CLIENTES
COMUNICACIOacuteN
Copyright copy 2020 All rights reserved 5
PLANIFICACIOacuteN ndashTIMELINE DE ACCIONES MIGRACIOacuteN A TELETRABAJO
En el momento en que el Gobierno espantildeol acotaba la posibilidad de una declaracioacuten de estado de emergencia el Departamento de IT ya estaba configurando la conexioacuten VPN para todas las estaciones de trabajo Esto provocoacute que al momento de declararse el Estado de Emergencia maacutes del 56 de los empleados ya trabajaba en casa y el resto de ellos fueron enviados paulatinamente a casa durante la primera semana de confinamiento alcanzando ya el 85 en solo 3 diacuteas
Comentarios
Copyright copy 2020 All rights reserved 6
PLANIFICACIOacuteN ndashTIMELINE DE ACCIONES MESES POSTERIORES
Comunicaciones
Engagement empleados
Abril
Planificacioacuten regreso a oficinas
Mayo Junio Julio Agosto Septiembre
Engagement clientes
bull Encuesta sobre el teletrabajo para los
empleados de Webhelp Espantildea
bull Encuesta de satisfaccioacuten con la gestioacuten durante el COVID-19 a todos los empleados del Grupo
bull Reuniones de emergencia con los clientes para revisar budget staffing acuerdos contractuales etc
bull Reuniones con los clientes para coordinar la vuelta a la oficina
bull Encuesta anual de satisfaccioacuten de clientes con preguntas especiacuteficas sobre COVID-19
bull Definicioacuten del modelo hiacutebrido de trabajo Entrevistas por todo el Grupo
bull Apertura generalizada de oficinas (otras sedes)
Definicioacuten y adecuacioacuten de los distintos protocolos
bull Cambios de poliacutetica de viajes y de reuniones
bull Actualizaciones de los protocolos del grupobull Consejos de prevencioacuten (emails y carteleriacutea) Lavado de manos uso de gel hidroalcohoacutelico rdquoWebhelp Hellordquo saludos alternativos coacutemo actuar en caso de tener siacutentomas tips para limitar la transmisioacuten del virus consejos para un mejor uso de las mascarillas tips para los que llevan gafas y mascarillas consejos para guardar las mascarillashellipbull Comunicaciones semanales de Direccioacuten a toda la plantilla de empleadosbullDiarios de Cuarentena- Paacutegina especial en la intranet corporativa para compartir fotos y viacutedeos de coacutemo los empleados viven el confinamientobull Strongertogether - Campantildea de actividades diarias en Instagram Stories en su mayoriacutea realizadas por empleados para hacer el confinamiento maacutes ameno a otros Webhelpersbull Campantildea Haacutebitos Saludables Webhealth Nutricioacuten durante el confinamiento tips de mindfulness ejercicios en casa fitness challengehellip
Copyright copy 2020 All rights reserved 7
GARANTIZANDO LA ENTREGA DEL SERVICIO ndashPROTOCOLOS
Consolidacioacuten de oficinasTodos los edificios principales de Barcelona fueron cerrados a excepcioacuten de algunas plantas del edificio principal de Diagonal
Retorno a la oficinaInstrucciones especiacuteficas para los empleados que se encontraban enfermos o de vacaciones en el inicio del confinamiento
Poliacuteticas de prohibicioacuten de viajesInstrucciones sobre la prohibicioacuten de viajar para los paiacuteses afectados y para quienes viajaron alliacute recientemente
Empleados que siguieron trabajando en la oficinaInstrucciones para aquellos empleados que no pudieron trabajar en casa (por no tener espacio o conectividad informaacutetica)
Procedimiento para el trabajo desde casaUn documento obligatorio que tuvieron que firmar todos los empleados que trabajaraacuten desde casa
Revisioacuten del contrato de clientesRevisioacuten del contrato para comprobar la Claacuteusula de Fuerza Mayor Acontecimientos imprevistos
Formulario de declaracioacuten de salud del visitanteEn caso de visitas externas a nuestro edificio
Debido a la naturaleza especiacutefica del Desastre COVID-19 se crearon protocolos y procedimientos corporativos para todos los empleados de la
empresa asegurando que la seguridad de los empleados esteacute garantizada y que los negocios puedan avanzar de acuerdo con la ley La mayoriacutea de ellos
son documentos obligatorios debido a la declaracioacuten del estado de emergencia en Espantildea
Copyright copy 2020 All rights reserved 8
GARANTIZANDO LA ENTREGA DEL SERVICIO ndashIT
Configuracioacuten gradual de maacutes de 3500 estaciones de trabajo
(primer piloto del 10 despueacutes del eacutexito implementacioacuten
completa)
Instrucciones operativas para configurar Avaya One X y Cisco
VPN
Revisioacuten del nuacutemero de licencias adquiridas
Anaacutelisis de riesgo de Seguridad
Trabajo en la solucioacuten VDI de Microsoft Azure para estar listo
en caso de que los proveedores no entregaran ninguacuten equipo
nuevo
Debido a la raacutepida expansioacuten del COVID19 en Espantildea y a los rumores
sobre un posible confinamiento por parte del gobierno el piloto inicial
definido en el plan del proyecto no se pudo realizar por lo que el equipo
BCP decidioacute realizar un despliegue completo en su lugar
Planificacioacuten y roadmap de la implementacioacuten Despliegue
Inicio de la configuracioacuten
de los Perfiles VPN para
todos los proyectos El
equipo de IT configuroacute
manualmente todas las
estaciones de trabajo
(alrededor de 3500) El
equipo de BCP decidiriacutea
coacutemo enviar a casa a
todos los empleados
Comenzamos a
enviar a casa a todos
los empleados
Ya un 56 de los
empleados comenzaba la
semana laboral en casa
Monitoreo constante del
uso de la conexioacuten VPN y
el uso de la CPU e
informe a los miembros
del equipo BCP
Tickettool bajo entorno seguro
de nuevo
Hitos clave del despliegue
10 MARZO
13 MARZO
16 MARZO
23 MARZO
Project plan
inicial para la
configuracioacuten de
las estaciones
de trabajo
Organizacioacuten del soporte remoto
Procedimiento para controlar
las estaciones de trabajo
reales en casa
Creacioacuten del archivo de control de preparacioacuten de IT HBE para
rastrear a los usuarios y equipos listos para trabajar desde casa
Las operaciones tuvieron que informar a TI sobre el personal que
trabajaba desde casa
Creacioacuten de la liacutenea de soporte telefoacutenico remoto
URL puacuteblica temporal de Tickettool y cuentas
administrativas locales para acelerar la instalacioacuten del
software requerido
A
Copyright copy 2020 All rights reserved 9
GARANTIZANDO LA ENTREGA DEL SERVICIO ndashRELACIOacuteN CON EL CLIENTE
Webhelp notificoacute a sus clientes sobre la implementacioacuten del BCP
Algunos clientes apoyaron los proyectos enviando laptops a sus agentes
Webhelp dando soporte a las tareas relacionadas con el proyecto (por ejemplo
escaladas cambio de procedimientos)
Desactivacioacuten de algunos canales de contacto como Phone y Chat
Implementacioacuten de nuevos proyectos de forma remota
Plan de formacioacuten inicial y onboarding para nuevo proyecto (170 agentes) de forma
remota
bull Programas con protocolos de seguridad especiacuteficos (por ejemplo PCI y poliacuteticas de
seguridad propiedad del cliente)
bull Programas que trabajan con herramientas propiedad del cliente
bull Clientes afectados internamente por la Declaracioacuten de Estado de Emergencia
espantildeola
bull Implementacioacuten de nuevos programas durante el COVID19
Desafiacuteos
Acciones
Ejemplo de colaboracioacuten con uno de los clientes
maacutes antiguos
Copyright copy 2020 All rights reserved 10
GARANTIZANDO LA ENTREGA DEL SERVICIO ndashOPERACIONES Y PERSONAL
Microsoft Teams Talent Train Para la comunicacioacuten interna en los programas (Managers y agentes) Reuniones de equipo formaciones y seguimientos y gestioacuten de los
programas Control interno para la logiacutestica y control de los dispositivos que se
encuentran actualmente en casa Formaciones online a traveacutes de Talent Train
Grupo de Whatsapp de Managers Directores Con el fin de brindar un mejor soporte y un tiempo de respuesta maacutes
raacutepido se creoacute un Grupo de WhatsApp para Managers Directores
WISE Intranet de la empresa para anuncios e instrucciones corporativos Encuesta para evaluar las condiciones de seguridad y salud al
realizar el trabajo desde casa
Foco en las prioridades Asegurar que los agentes tengan conectividad y acceso Garantizar la comunicacioacuten regular con todos los Webhelpers Reforzar la estructura de WFM (monitoreo en tiempo real etc) Entrega de material en base a resultados de encuestas peticiones
etc
Formacioacuten La puesta en marcha de una cuenta grande coincide
con el estado de emergencia iquestCoacutemo pueden impartir formacioacuten antes de la puesta en marcha
iquestCoacutemo garantizaremos la formacioacuten continua
Comunicacioacuten Coacutemo se comunicaraacuten los Managers entre siacute coacutemo se
tomaraacuten las decisiones y coacutemo se les informaraacute Coacutemo se comunicaraacuten los equipos entre siacute
Entorno de trabajo iquestCoacutemo se asegura la empresa de que los empleados
tengan el entorno laboral adecuado en casa
Performance y Calidad iquestCoacutemo podraacuten Team Managers y los Supervisores
gestionar sus equipos de forma remota iquestCoacutemo pueden controlar el desempentildeo de sus
agentes iquestCoacutemo se motivaraacute a los agentes
Desafiacuteos Acciones
Copyright copy 2020 All rights reserved 11
CUIDADO DE NUESTROS WEBHELPERS
Mails semanales de nuestra Presidenta
Todos los lunes nuestra presidenta enviacutea un email con actualizaciones sobre nuestras actividades y palabras de aliento
StrongerTogether Campantildea de Instagram
Protocolos de vuelta a la oficina
Video con las medidas de seguridad posters infografiacutea enviada por mail recordatorios por mail y RRSS
Testimonios en video
Primeras impresiones de los compantildeeros que fueron regresando a las oficinas
Consejos de salud
Emails de WebHEALTHenviados dos veces por semana Actividades especiales por el diacutea mundial del Yoga
Se creoacute un video recap de todas las actividades que compartimos durante el confinamiento en webhelpspain y strongertogether
Copyright copy 2020 All rights reserved 12
CUIDADO DE NUESTROS WEBHELPERS ndashACTIVIDADES EN CASA
Actividades
Club del libro
Trabajando con mascotas
Reuniones virtuales
Recetas de cocina
Juegos
Copyright copy 2020 All rights reserved
CUIDADO DE NUESTROS WEBHELPERS
Plan de comunicaciones durante la crisis del COVID-19
Nuestro Departamento de Comunicacioacuten establecioacute la tipologiacutea y frecuencia de las comunicaciones internas en estrecha colaboracioacuten con los headquarters del Grupo compartiendo materiales y contenidos para su aplicacioacuten en otras regiones
13
Copyright copy 2020 All rights reserved
CUIDADO DE NUESTROS WEBHELPERS
Regalo de agradecimiento a todos los Webhelpers en Espantildea
Todos nuestros empleados recibieron un detalle en sus casas y oficinas para agradecerles por su compromiso y trabajo duro porque juntos logramos la milla extra
Estos son algunos de los mensajes de agradecimiento que compartieron con nosotros
14
Formacioacuten
Copyright copy 2020 All rights reserved 15
CUIDADO DE NUESTROS WEBHELPERS ndashSOPORTE CORPORATIVO
bull Comunicacioacuten de formaciones online
bull Formacioacuten y Coaching virtual
bull Microsoft Teams
bull Formaciones online PIMEC
bull Mejores praacutecticas de coacutemo trabajar desde casa (preparadas por uno de los
proyectos que ya trabajaba en casa anteriormente)
bull Material de formacioacuten del Centro of Excelencia de Webhelp incluyendo
bull Problemas teacutecnicos coacutemo restablecer mis contrasentildeas la clave para el
uso de Avaya desde Pc menuacute desplegable de VPN etc
bull Gestioacuten de equipo coacutemo hacer una sesioacuten 1 a 1 de forma remota
coacutemo mantener los liacutemites del equipo etc
bull Actitudes especiacuteficas para el trabajo desde casa lo que se debe y no
se debe hacer
Salud
bull Actualizaciones de protocolo para viajar en zonas afectadas o cuando se
regresara recientemente de una de las zonas afectadas (por ejemplo Italia)
bull Aplicacioacuten meacutedica para consultas privadas por teleacutefono
bull Protocolo sobre coacutemo tratar de forma general el COVID19
bull El protocolo actualiza coacutemo comportarse en caso de que los empleados
tuvieran siacutentomas
bull Ademaacutes se envioacute una encuesta de evaluacioacuten del Ministerio del Interior a los
gerentes y al personal para evaluar sus condiciones laborales actuales en el
hogar
Copyright copy 2020 All rights reserved 16
CUIDADO DE NUESTROS WEBHELPERS ndashACTIVIDADES EN CASA
Actividades
Club del libro
Trabajando con mascotas
Reuniones virtuales
Recetas de cocina
Juegos
Copyright copy 2020 All rights reserved 17
CUIDADO DE NUESTROS WEBHELPERS ndashRESULTADOS
Resultados de la encuesta especiacutefica sobre teletrabajo
En el mes de mayo realizamos a nuestros Webhelpers en Espantildea una encuesta para saber el grado de satisfaccioacuten con la transicioacuten al teletrabajo Un 73 de los encuestados no habiacutea realizado nunca teletrabajo antes de la crisis
90
SE SENTIacuteAN MOTIVADOS
TRABAJANDO DESDE CASA
86
SATIFACCIOacuteN CON EL EQUILIBRIO ENTRE EL TELETRABAJO Y VIDA
FAMILIAR
88
SATISFACCIOacuteN CON LA RESPUESTA DE WEBHELP ANTE LA
CRISIS
94
SE SENTIacuteAN SEGUROS DE PODER HACER SU TRABAJO DE FORMA
REMOTA
Un 65 de los empleados indicaron que no tuvieron problemas teacutecnicos durante el confinamiento
Un 44 de los empleados indicaron que no tuvieron grandes desafiacuteos a la hora de teletrabajar De los que siacute tuvieron un 21 indicaron problemas de conectividad
Un 80 de los empleados consideraron uacutetiles los consejos sobre teletrabajo enviados regularmente
La satisfaccioacuten global con el teletrabajo durante el confinamiento fue del 88
30NPS
El NPS en la uacuteltima encuesta de empleados
2019 fue de -140 ndash no lo recomendariacutea en absoluto
10 ndash lo recomendariacutea
totalmente
Copyright copy 2020 All rights reserved 18
CUIDADO DE NUESTROS WEBHELPERS ndashRESULTADOS
Resultados de la encuesta global de Webhelp sobre COVID-19
En el mes de junio todas las regiones de Webhelp completamos una encuesta complementaria a la anterior donde se analizaba la situacioacuten del teletrabajo y se preguntaba ademaacutes por futuras preferencias de jornada
Copyright copy 2020 All rights reserved 19
CUIDADO DE NUESTROS WEBHELPERS ndashRESULTADOS
Resultados de la encuesta global de Webhelp sobre COVID-19
Pmd llamadas contestadasSep amp Oct 2019 (antes de peakseason)
Niveles de servicio
Copyright copy 2020 All rights reserved 21
SERVICIO ndashANAacuteLISIS DE DATOS
Calidad
Muestreo de 18 de nuestros proyectos que usan la
herramienta de monitorizacioacuten corporativa
Si bien durante la crisis el volumen de escuchas
descendioacute a niveles similares de periodos de peak
season la calidad se mantuvo
Copyright copy 2020 All rights reserved 22
SERVICIO ndashFEEDBACK DE CLIENTES
ldquoThank you for sharing the informationWe are glad that current measures taken areworking out so far and there are nointerruptions of service for PUMA customersChallenges will remain to ensure efficiencyand quality ndash with the high dedication of thesupervisors and project management Irsquomconfident that we can jointly manage thesituationrdquo
ldquoFirstly a very large round of applause andwell done from our JDE UK Leadership interms of the amazing turnaround in gettingall Agents set up to work from home at thatshort notice and ensuring continuity ofCustomer Service to our UK amp Irelandconsumers 128522128522rdquo
Nuestros clientes quedaronsatisfechos con laimplementacioacuten de las medidas laimplicacioacuten colaboracioacuten de todoslos empleados y los resultadosobtenidos A continuacioacuten algunosde los comentarios recibidos
ldquoWell done and ldquothank yourdquo to you and all ofthe Webhelp team in regard to thepreparations for home working It was a hugejob with little impact to us I spoke with Marcyesterday and he said that people in the teamswere mostly positive and super helpful I thinkI understand more that most people the effortsinvolved in making this happen so I am sopleased wi2th the reaction and actions fromyou and the teamrdquo
Otros comentarios positivos recibidos de los siguientes clientes
bull Satisfecho con la raacutepida respuesta deWebhelp
bull Satisfecho de poder mantener lasoperaciones en curso
bull Mostrando apoyo al BCPbull Satisfecho con la colaboracioacuten con todos
los departamentos e IT
Copyright copy 2020 All rights reserved 23
SERVICIO ndashRESULTADOS
A nivel de grupo el grado medio desatisfaccioacuten de nuestros clientes ha subido5 puntos con respecto a la anteriorencuesta (Q4 2019) En la regioacuten deEspantildea la satisfaccioacuten general es algoinferior a la del grupo (81) pero encambio la satisfaccioacuten con la gestioacuten delCOVID-19 es superior (88 comparado con83)
Copyright copy 2020 All rights reserved 24
PLAN DE REGRESO
Desde el momento en que nos confinaron estamos trabajando en disentildear una vuelta a las oficinas que respeten las
medidas necesarias de distanciamiento social higiene y seguridad Nuestro equipo multidepartamental realiza reuniones
semanales de seguimiento para ver que las oficinas los proyectos y los empleados estaacuten preparados para este regreso
escalonado Hemos combinado este regreso a la oficina junto con nuestro nuevo modelo de trabajo hiacutebrido
Nuestro edificio de Diagonal ha sido certificado como ldquoGlobal Safe Siterdquo
Project Plan de regreso a la oficina en modelo hiacutebrido
33
77164 280
356
33103
267
432 391434
10
96
268
281 202
243
66
245
856
1218 1188
1366
0
200
400
600
800
1000
1200
1400
1600
0
200
400
600
800
1000
1200
1400
1600
1800
April May June July August September
Tota
l acu
mul
ado
Axis Title
Personal trabajando en la oficina
22 Ausias March Malaga Diagonal Valencia Mas Blau
Mediattic Pamplona Roc Boronat Santa Luciacutea Total
Debido a las uacuteltimas medidas establecidas por el Gobierno actualmente estamos volviendo a fomentar el teletrabajo ante un modelo hiacutebrido
Antes de la crisis del COVID-19 nuestro modelo de trabajo era un 90 en la oficina y un 10 de empleados en casa Tras implementar el modelo de teletrabajo y analizar resultados de la operacioacuten y predisposicioacuten y apetencia tanto de clientes como de empleados estamos trabajando en la implantacioacuten de un modelo hiacutebrido de teletrabajo que combina LO MEJOR DE LOS DOS MUNDOS
Copyright copy 2020 All right reserved 25
Flexibilidad para la gentebull Dar flexibilidad a nuestros Webhelpers y ofrecer una mejor propuesta de valor para los
empleadosbull De base voluntariabull El regreso a la oficina es posible si no se dan las condiciones en casa o hay fatiga
Mitigar los Riesgos operacionales
bull La elegibilidad para el teletrabajo se basa en el desempentildeo bull Hay poliacuteticas de retorno a la oficina en caso de empeoramiento del desempentildeo
Dinaacutemica de ventasbull Asegurar una fuerte dinaacutemica de ventas y un ambiente impulsado por el hecho de estar en la
oficina cuando los equipos estaacuten onsitebull Organizar animaciones desafiacuteos onsite aprovechando la dinaacutemica de grupo
Espiacuteritu de equipo y engagement
bull Desarrollo del espiacuteritu de equipo y asegurar la conexioacuten a traveacutes de eventos sociales animaciones onsite y proximidad
bull Fortalecer el sentido de pertenencia a Webhelp y las marcas que representamos
MIRANDO AL FUTURO ndashMODELO HIacuteBRIDO
Copyright copy 2020 All right reserved 26
Mejora operacional Continuidad de negocio
El modelo hiacutebrido puedebull Ampliar el pool de talento extendiendo su
cobertura geograacuteficabull Atraer nueos perfiles de candidatos (para
quienes la configuracioacuten in situ exclusiva no es compatible con las limitaciones personales)
bull Atraer nuevo talento con skills especiacuteficos o superiores
Atraccioacuten de talento
bull Los desplazamientos generan hasta el 32 de las emisiones de carbono totales de Webhelp
bull Al reducir los desplazamientos trabajar desde casa puede reducir nuestro impacto en el medio ambiente y por tanto en la huella de carbono general de nuestro cliente
Reduccioacuten de emisiones de carbono
Ponemos a nuestro cliente en nuestro corazoacuten Ponemos los mejores intereses
de nuestros clientes en el corazoacuten asiacute es como hacemos un esfuerzo adicional
bull El modelo hiacutebrido incluye un BCP incorporado lo que garantiza la continuidad de las operaciones sin problemas de nuestro cliente en un contexto de crisis
bull Mejor desempentildeo general Disminuyendo la rotacioacuten voluntaria y reteniendo
la experiencia y los skills Incrementando la retencioacuten de los top
performers
Mayor flexibilidadbull El modelo hiacutebrido puede aumentar la flexibilidad
en la prestacioacuten de nuestro servicio aprovechando la optimizacioacuten de WFM habilitada por la flexibilidad del trabajo en casa (por ejemplo turnos divididos) para una mejor adherencia a la curva de demanda
La implementacioacuten del modelo hiacutebrido tiene pocas interrupciones en comparacioacuten con el modelo completo en el sitio lo que limita el riesgo para nuestros clientes
Valor para nuestros clientes1
MIRANDO AL FUTURO ndashMODELO HIacuteBRIDO
Copyright copy 2020 All right reserved 27
En una encuesta interna realizada en 11 paiacuteses en mayo 2020 los agentes indicaron que prefeririacutean trabajar
En un modelo hiacutebrido
Onsite solamente
En casa solamente
67
23
10
Motivaciones para trabajar desde casa
Menos transporte
Mejor entorno de trabajo
Maacutes flexibilidad para una mejor conciliacioacuten
bull Menos coste
bull Menos tiempo
bull Menos fatiga
bull Entorno menos estresante
bull Menos fatiga debido al ruido
bull Comer en casa
bull Capacidad para manejar las limitaciones personales (nintildeos a la escuela tiempo en familia etc)
Valor para nuestros empleados2
MIRANDO AL FUTURO ndashMODELO HIacuteBRIDO
Copyright copy 2020 All right reserved 28
APRENDIZAJES
Alto compromiso y participacioacuten de todos los
empleados de Webhelp
Alto compromiso del equipo de IT (exceso de trabajo durante el fin de semana
anterior a la implementacioacuten completa)
Alta colaboracioacuten compromiso y apoyo de todos los programas (de Managers y
agentes) Uno de los programas incluso creoacute una instruccioacuten en video para sus
agentes sobre coacutemo instalar VPN y Softphone
Fomento tambieacuten a traveacutes de mensajes de motivacioacuten de la presidenta Helena
Guardans y el director general Julio Joliacuten
Asegurar la continuidad del negocio
Webhelp pudo cambiar de una estructura basada en la oficina a una basada en
el teletrabajo (de un 90 - 10 a un 10 -90) en menos de una semana
Por lo tanto pudo minimizar el impacto sobre el personal y la prestacioacuten de
servicios
Webhelp fue capaz de proteger y reforzar la reputacioacuten y la imagen corporativa
Reduccioacuten del impacto financiero
Reduccioacuten del absentismo durante las 2 primeras semanas de despliegue
Invertir y adaptarnos a nuevas tecnologiacuteas
Durante los uacuteltimos antildeos Webhelp se ha centrado en la Innovacioacuten para adaptarse
a las nuevas tecnologiacuteas como
bull Cambio a Microsoft Office 365bull Cambio de servicio telefoacutenico a Avaya Red Avaya One X habilitando la
posibilidad de estar conectado en casa fuera de las oficinas principales detrabajo
bull Dashboards Informes a traveacutes de Tableau y SQL Server accesibles a traveacutes devarios dispositivos (incluido el moacutevil)
bull Automatizacioacuten de contactos mediante IVR Machine Learning y Bots
Partnership y recomendacioacuten de nuestros clientes Los clientes y Webhelp reforzaron su soacutelida asociacioacuten colaborando entre siacute
en la situacioacuten de desastre Los clientes mostraron confianza y apoyo a nuestras decisiones y acciones Webhelp acordoacute con algunos de los clientes hacerse cargo tambieacuten de algunas
de las tareas diarias relevantes en las operaciones (generalmente escaladasadministradas por los clientes)
Contact Information
Marta Loacutepez
Business Development Director
MartaLopezwebhelpcom
Slide Number 1
Slide Number 2
Slide Number 3
Slide Number 4
Slide Number 5
Slide Number 6
Slide Number 7
Slide Number 8
Slide Number 9
Slide Number 10
Slide Number 11
Slide Number 12
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Slide Number 15
Slide Number 16
Slide Number 17
Slide Number 18
Slide Number 19
Slide Number 20
Slide Number 21
Slide Number 22
Slide Number 23
Slide Number 24
Antes de la crisis del COVID-19 nuestro modelo de trabajo era un 90 en la oficina y un 10 de empleados en casa Tras implementar el modelo de teletrabajo y analizar resultados de la operacioacuten y predisposicioacuten y apetencia tanto de clientes como de empleados estamos trabajando en la implantacioacuten de un modelo hiacutebrido de teletrabajo que combina LO MEJOR DE LOS DOS MUNDOS
Slide Number 26
Slide Number 27
Slide Number 28
Slide Number 29
Week
Timeline
Project Implementation
SOW
Project Timeline
Recruitment
Training
IT amp Facilities
Reporting
Operations
Week1
ERRORREF
19
0
61
28
9
8
8
0
Week2
ERRORREF
23
0
61
28
9
9
8
0
Week3
ERRORREF
31
0
89
58
14
10
17
0
Week4
ERRORREF
34
0
92
60
14
22
17
0
Week5
ERRORREF
39
0
93
61
24
41
17
0
Week6
ERRORREF
0
0
0
0
0
0
0
0
Week7
ERRORREF
Week8
ERRORREF
Week9
ERRORREF
Week10
ERRORREF
Week11
ERRORREF
Week12
ERRORREF
Instructions
1 Ensure to copy formual from previous week into the current week
2 Ensure to copy data as real value before updating the plan (this way you will capture weekly progress)
Decision Log
ID
Topic
Description
Incorporate To E32169 Where actions are incorporated to eg Change Order SOW Playbook Process CIC etc
Entry Date
Taken by
Comments
1
2
3
4
5
6
7
8
9
10
IVR Setup Plan
Tower
Item
Start Date
End Date
Owner
Status
Remark
IVR Setup Plan
Define IVR Scope
Confirm voice requirement - Local Professional
ERRORREF
ERRORREF
ERRORREF
(1)
Confirm language requirement for each country
ERRORREF
ERRORREF
ERRORREF
(1)
Develop IVR Workflow
Develop IVR workflow for each country
ERRORREF
ERRORREF
WH
(1)
Client review and approval
ERRORREF
ERRORREF
Client
(1)
Develop IVR Script
Obtain existing script [If Available]
29-Jun
6-Jul
WH
(1)
Develop IVR script in each language
29-Jun
6-Jul
WH
(1)
Client review and approval
4-Jul
6-Jul
Client
(1)
Recording IVR
Obtain existing recording [If Available]
ERRORREF
ERRORREF
WH
(1)
Identify voice talent
ERRORREF
ERRORREF
WH
(1)
Record IVR in each language
ERRORREF
ERRORREF
WH
(1)
Client review and sign-off
ERRORREF
ERRORREF
Client
(1)
Configuration and Testing
IVR configuration to telephony system
ERRORREF
ERRORREF
WH
(1)
Testing and UAT
ERRORREF
ERRORREF
WH
(1)
Client review and sign-off
ERRORREF
ERRORREF
Client
(1)
Program Readiness Checklist
RESONSIBILITY
ACCOUNTABILITY
CONSULT
INFORM
Oracle
SBT
ActionsComment
Contractual
Resources Defined
ClientSBT AM
VP
VP
PMVLM
euro - 0
Levels Defined
SBT HR amp REC
SBT HR amp REC
VP
PM
euro - 0
Management Structure
SBT AMVP
SBT AM
VP
PM
euro - 0
Targets amp KPI Set
LynnPM
PM
VP
VLM
euro - 0
Program
Recruitment Process
PMO
REC
PM
VLM
euro - 0
RACI Frame work
PM
PM
VP
PMOVLM
euro - 0
Sales Engine
VLM
PM
VP
PM
euro - 0
10 week Plan
VLM
PM
VP
PM
euro - 0
Soft Metrics Defined
VLM
PM
VP
PM
euro - 0
Territory Allocated
VLM
PM
PM
PM
euro - 0
Territory in CRM
VLM
PM
PM
PM
euro - 0
Quarter Campaignpromotions
VLM
PM
PM
PM
euro - 0
Rules of Engagement
PM
PM
VLM
PM
euro - 0
Playbook
PMO
PM
VLM
PMO
euro - 0
On-boarding Plan
VLMSBT Training
PM
PM
PM
euro - 0
Training amp Coaching Plan
VLM
PM
SBT Training
PM
euro - 0
QA
VLM
PM
SBT Training
PM
euro - 0
Communications
Organisation Structure
PM
PM
VP
VLM
euro - 0
ROB Country
VLM
PM
VP
PM
euro - 0
ROB Program
PM
PM
VP
VLM
euro - 0
ROB RHQ
PM
PM
VP
VLM
euro - 0
Communication Pack
PM
PM
VP
VLM
euro - 0
Reporting Established
PM
PM
VP
VLM
euro - 0
Reporting Calendar Agreed
PM
PM
VP
VLM
euro - 0
Management
Talent Assessment
VLM
PM
VP
PM
euro - 0
Job Descriptions
VLM
PM
VP
PM
euro - 0
Employee Readiness Check
VLM
PM
VP
PM
euro - 0
Individual Targets Set
VLM
PM
VP
PM
euro - 0
Funnel Validation
VLM
PM
VP
PM
euro - 0
Head Count Filled
VLM
PM
VP
PM
euro - 0
Comp Plan Issued
PM
PM
VP
VLM
euro - 0
Comp Plan Signed
PM
PM
VP
VLM
euro - 0
Welcome Pack
VLM
PM
VP
PM
euro - 0
Infocenter Access
VLM
PM
VP
PM
euro - 0
Sharepoint Access
VLM
PM
VP
PM
euro - 0
Agent
Readiness Training
VLM
PM
VP
PM
euro - 0
Red Carpet
VLM
PM
VP
PM
euro - 0
Call Plan
VLM
PM
VP
PM
euro - 0
Partner ProfiledAllocated
VLM
PM
VP
PM
euro - 0
Territory Plan
VLM
PM
VP
PM
euro - 0
Territory Visits
VLM
PM
VP
PM
euro - 0
Individual Development Plan
VLM
PM
VP
PM
euro - 0
Onboarding
1
-1
1
-1
Onboarding
IT set-up
Location
Wave
Training start
Language Supporting Country
Status
Name
Role
Type
Comment
Credentials
Training
Work place
IT equipment
Telephony equipment
Internet connectivity
C-User
SAP Email address
ERRORREF
Kuala Lumpur
IT and Telephony Action List
Tower
Item
Start Date
End Date
Owner
Status
Remark
Avaya amp Oceanan
Avaya and Oceana
Internet Conection
Obtain quoation from 2 providers
Local IT
1
Cost approval
Local IT
1
Internet Setup
Local IT
1
VPN
VPN Setup
LocalBCN IT
(1)
Testing
LocalBCN IT
(1)
Avaya Design
Technical Design
Global IT
1
Functional Design
LocalBCN IT
-
VLAN amp MPLS Setup
LocalBCN IT
(1)
Install configure and deploy Avaya server
Global IT
(1)
IVR
Global IT
(1)
Equipment Order amp Delivery
Obtain quotation
Local IT
1
Cost approval
Local IT
1
Order all necessary equipment
Local IT
1
Delivery and deployment
Local IT
(1)
Telephony Configuration (Avaya amp Oceana)
Configuration
Local IT
(1)
UAT (Call Inbound)
Local IT
(1)
UAT (Call Outbound)
Local IT
(1)
UAT (Oceana)
LocalGlobal IT
(1)
Telephony delivered
Local IT
(1)
Cisco (as a backup)
Cisco
Design amp Implementation
Routing design
LocalGlobal IT
(1)
Cisco line setup as backup option
LocalGlobal IT
(1)
(5)
Local DID for all Asia Countries
Cisco
DID Setup
Identify provider for all countries line
Local IT
-
Obtain quotation
Local IT
-
Cost approval
Local IT
(1)
Routing design
Local IT
-
DID setup
Local IT
(1)
DID testing amp UAT
LocalGlobal IT
(1)
Routing
Local IT
(1)
Final testing amp UAT
LocalGlobal IT
(1)
Key Reports
Item
Version
Completion
Updates
Target Date
Dependencies amp Risks
C4CS Power BI Report
C4CS Power BI Report - Signoff
C4CS Direct Link to Power BI
MBR Dashboard - Draft
MBR Dashboard - Final
MBR Dashboard - Sign off
Avaya Report Global in Avaya System
C4CS amp Avaya Daily Report
WFM Puerto Rico
DiscussionAction Point
Item
Owner
Status
Remark
Target Date
Data - Access (Shared Folder)
Steffen
1
Intermediate solution for data storageData will be stored on Webhelp Enschede server for intermediate time until data (GDPR) items have been clarifiedData will be retrieved bysiti-aisyahmohdsallehsellbytelcomganeshloganathan1sellbytelcomLocation -Server 1023234 (via VPN)Server hostname sftpxtrasourceeu (if over the internet)Protocol sFTPSSHPort 22Username SBT_BIPassword hbjNfNvMNV6e7P
6-Feb
Demo on Avaya reporting functionalities
Steffen
1
Steffen to schedule some time with Aisyah and Ganesh to give more insights on functionalities within Avaya(First demo will be done tomorrow)
8-Feb
Documentation of Avaya Functionalities
Barry Steffen
1
- To provide other documentation with regards to Avaya functionalities to the team in APAC
8-Feb
Demo Training of Avaya Data Extraction
Almar
1
- Almar to conduct training to Eugene amp Ganesh on data extraction of Avaya amp Oceana- Training documentation stored inhttpsswasellbytelcomTrainingSignify20Training2020QualityFormsAllItemsaspxRootFolder=2FTraining2FSignify20Training2020Quality2FTraining20Material20Folder2028External20and20Internal20Access292FAvaya20Oceana20Supervisor20TrainingampInitialTabId=Ribbon2EDocumentampVisibilityContext=WSSTabPersistence
1-Feb
Global Decision makers
-
Reporting Demo
-
Avaya Data Extraction Access
-
Implementation Checklist
Topic
Details
Required
Owner
Status
General Set Up
1
General Set Up
11
Go live
if several waves indicate exact dates
Yes
-
First Wave 31-Jan Following Waves to be confirmed
12
Initition Template signed off
Defines project and server as Project Charter
Yes
-
13
Scope of Work (SOW) Defined and Signed
eg service sales support
Yes
-
14
Stakeholders Identified
internal and external
Yes
-
15
Communication stragety agreed
Define communciation for reporting implementation Operations escalations
Yes
-
16
Implementation start date agreed
Agree on proejct kick off date
Yes
-
17
Training start
if several waves indicate exact dates
Yes
-
First Wave 10-Dec Second Wave TBC
18
Recruitment start
indicate expected number of weeks before training start
Yes
1
6 - 8 weeks
19
HC Defined
please distinguish between waves if applicable
Yes
1
Wave 1 9 CH + 3 HK
11
Languages requirement agreed
specify per HC
Yes
-
11
JD
available already If so please share
Yes
1
11
Floor plan
available already If so please share
Yes
1
11
Telco line setup
ITFS procurement outbound line set up
Yes
-
11
IT equipment delivered
Develiry as per IT checklist
Yes
-
12
BI amp Reporting
Develop Report ROB WBR MBR and QBR
Yes
-
12
Program Readiness
Execure Readness checklist
Yes
-
Site Set Up
2
Site Set Up
21
Floor
Discuss and sign contract to rent
No
(2)
22
Develop obtain floor plan
No
(2)
23
Floor design (designation of common areas and workspace)
No
(2)
24
Painting type of floor curtains blinds etc
No
(2)
25
Quotation and purchase of air condition
No
(2)
26
Final cleaning before furniture set up
No
(2)
27
Cabling
General cabeling of the floor
No
(2)
28
Define single points to be cabled per workstation
No
(2)
29
Furniture common area equipment
Workstations tables chairs lockers etc
No
(2)
21
furniture for common areas (kitchen restrooms meeting rooms)
No
(2)
21
set up of furniture for workstationa and common areas
No
(2)
21
final cleaning after furniture set up
No
(2)
21
kitchen and bath room equipment
No
(2)
21
Security Meassures
order access control system
No
(2)
22
delivery of access control system
No
(2)
22
supply of access cards according to number of employees
No
(2)
22
Show room
setup of show room
No
(2)
22
others applicable
No
(2)
22
Mail box bell
mail box to be defined and labled
No
(2)
22
bell to connected to floor
No
(2)
HR and Recruitment
3
HR and Recruitment
31
Recruitment
overall responsible Dedicated recruiter
Yes
1
32
start date
Yes
-
33
JD creation and sign off
Yes
1
34
decide upon job ads
Yes
-
35
publish job ads
Yes
-
36
define recruiting process
Yes
1
37
Job specifications
start date of training
Yes
-
38
go live date after training
Yes
-
39
determine number of working hours per day week
Yes
-
31
determine number of working days per week
Yes
-
31
define shift modell
Yes
-
31
define bonus model
No
(2)
31
define salary range
Yes
-
31
determine vacation days
Yes
-
32
special vacation bank holiday agreements
Yes
-
32
special country regulations
Yes
-
32
duration fixed term employment
Yes
-
32
Onboarding
register employees in client tools
Yes
-
32
register employees in SBT tools (eg active directory)
Yes
-
32
is there a time recognistion system
Yes
-
32
distribute access cards to each employee
Yes
-
32
set up workforce management
Yes
-
Training
4
Training
41
Room equipment
define size of training groups
Yes
1
42
define IT equipment needed
Yes
-
43
Language country spedifics
define training language
Yes
-
44
are there country specifics to be tought to only some employees
Documentation of existing process (manual work processes etc)
Yes
-
Existing Europe process manual is available To obtain from Europe and review
412
Are there country specifics process
Yes
-
413
Localization of process
Yes
-
414
Special issues
to be considered
No
(2)
IT
5
IT
51
IT check list
definition of infrastructure requirements and capabilities
Yes
-
IT requirement to setup Oceana is TBC
52
sign-off Infrastructure Check-List by client
Yes
-
53
Connectivity
set up of Servers
No
(2)
54
server racks at site
No
(2)
55
quotation amp investment request for switches
No
(2)
56
ordering of switches
No
(2)
57
set up of switches
No
(2)
58
ensure internet connectivity at site
Yes
1
59
define connectivity to customer environment
Yes
1
51
quotation and purchase of Wi-Fi access points
No
(2)
51
set up of Wireless LAN
No
(2)
51
setup training rooms
No
(2)
51
Telephony
clarify telephony system (client or SBT)
Yes
-
51
order telephony system
Yes
-
52
delivery of telephony system
Yes
-
52
PCs
quotation amp investment request for workplace computer
Yes
-
52
ordering of workplace computer
Yes
-
52
quotation amp investment request for workplace headsets
Yes
-
52
ordering of workplace Headsets
Yes
-
52
delivery of PC Headsets and workplace UPS
Yes
-
52
Set up of workplaces (PC Phonesets Patching)
Yes
-
52
Tools software
set up of client tools (CRM etc)
Yes
-
52
set up of SBT tools
Yes
-
SBT to setup Avaya Oceana CRM
52
set up of client software (licences)
Yes
-
53
set up of SBT software
Yes
-
53
Security
quotation amp investment request for Firewall
Yes
-
TBC
53
ordering of firewall
Yes
-
53
set up of firewall
Yes
-
53
Printers Fax
quotation amp investment request for printers fax
No
(2)
53
ordering of printers fax
No
(2)
53
set up of printers fax
No
(2)
53
User acceptance testing
create UAT check list
Yes
-
53
test all IT systems before training start within SBT
Yes
-
53
test all IT systems before training start in relation to client systems
Yes
-
53
Reference machines
agree on reference machines
No
(2)
54
reference machines to be delivered
No
(2)
Reporting
6
Communication
61
Reporting
define reporting cadence
Yes
-
62
define distribution list
Yes
-
63
Business Review
define business review requirement
Yes
-
64
Communication Plan
define rhythm of business
Yes
-
65
Customer Interaction Center (CIC)
customer interaction center development
Yes
-
Finance
7
Finance
71
SOW
Develop and agree on the Scope
Yes
1
72
sign-off by client
Yes
-
73
Billing Process
Develop and agree
Yes
-
74
sign-off by client
Yes
-
75
PO
Issue PO and obtain payment
Yes
-
Risk and Mitigation Plan
Tower
Risk
Likelihood
Impact
Mitigation Strategy
Owner
Status
Remark
Commercial
Delay in Change Order sign off
Medium
High
HugoMarianne
1
Offer letter to new hire can only send with Change Order signed
Recruitment
Long hiring time for native agent
High
High
Proposed to hire local agent
Rey
1
Hire 90 local Malaysian
Unable to hire local agent in time
Low
High
- English agent to be deployed to support temporarily- Searching available internal candidate
Rey
1
Additional scope of ASEAN agents might take longer time
Infrastructure amp Facility
Late equipment delivery
Medium
Medium
Backup telephony system - Cisco to be setup
Khor
1
Cisco is SBT existing infrastructure with minimum setup effort needed
Delay in Avaya amp Oceana setup
Low
Medium
Backup telephony system - Cisco to be setup
Khor
-
VPN connection instable
Medium
Medium
VPN connectivity will be tested during implementation stage Foresee the connection should be stable most of the time In case of Oceana discruption Voice support should still be available
WH SBT IT
1
Lost of data due to disruption in Oceana
Low
Medium
Manual report during discruption
Ops
-
Oversea call forwarding legal constraint in China
Medium
High
Webhelp team to clarify and with our provider
WH SBT IT
1
- Potential legal constraint to perform oversea call forwarding from China to Malaysia DID- Call forwarding is allowed as confirmed by provider
Telephony UAT failed
Medium
High
Webhelp team will rectify the issue upon UAT on 221
WH SBT IT
-
UAT begin on 221
Signify VPN for PLM amp SAP
Medium
Medium
Luite
-
Soft Launch and Go-Live Schedule
Puerto Rico Work Schedule (5-Aug to 23-Aug)
8519
8619
8719
8819
8919
81019
81119
81219
81319
81419
81519
81619
81719
81819
81919
82019
82119
82219
82319
Voice Switch Over Schedule
Country
Voice Cut-over date
Support Country Time
MY Time (CET -6)
CET time (GMT +1)
Phone
Toll Toll Free Phone
Call Activity
Activity
Country
Voice Cut-Over
US
Outbound Activity - Webform amp Unassociated Tic
Canada
Outbound Activity - Webform amp Unassociated Tic
PROJECT
ABERT
SCOPE (Sales Customer Service Tech Support Helpdesk)
Customer Service
BILLING (Hourly FTE Transactions)
Hourly
Total EMPLOYEES (including Management)
130
Working Days
Monday to Saturday
Shift
9am till 6pm
Office Address
Diagonal 197 13th floor
Current Office Seat capacity
185
Employees distribution (refer to tab)
Employees
Distribution
HOME
20
15
OFFICE
20
15
HYBRID
90
69
TOTAL
130
100
Desk needed in the office
50
Desk needed with workstation (PC+Keyboard+Mouse)
33
Take into consideration people coming in the office with a laptop
2nd screen needed - Yes or No
Yes
If Yes how many are needed
16
Camera needed - Yes or No
yes
If Yes how many are needed
30
Any other requierements
NA
Meeting rooms needed in the office
2
15 PAX
Training rooms needed in the office
1
20 PAX
Customer AM notified (Yes or No)
Yes
Hybrid Model implementation Date
30-Jul
Employees distribution (refer to tab)
PROJECT
SCOPE (Sales Customer Service Tech Support Helpdesk)
BILLING (Hourly FTE Transactions)
Total EMPLOYEES (including Management)
Working Days
Shift
Office Address
Current Office seat capacity
HOME
OFFICE
HYBRID
TOTAL
Desk needed in the office
Desk needed with workstation (PC+Keyboard+Mouse)
2nd screen needed
If Yes how many
Camera needed
If Yes how many
Any other requierements
Meeting rooms needed
Training rooms needed
Customer AM notified
Hybrid Model implementation Date
ABERT
Customer Service
Hourly
130
Monday to Saturday
9am till 6pm
Diagonal 197 13th floor
185
20
15
20
15
90
69
130
50
33
Yes
16
yes
30
NA
2
1
Yes
30-Jul
SCOPE
Define the distribution of Employees based on the 3 working Model - HOME OFFICE HYBRID
HOME
Employees who prefer to work at home due to the following reasons
At risk to catch Covid
Looking after a person at risk
Long commute to work (gt130 hours per day)
Family constraints (Children school run)
Recommendation
We would recommend to have employees come in the office at least 2 days per month (except people at risk)
Capacity
up to 20
OFFICE
Employees who prefer to be at the office as they are unable to work at home due to non suitable working conditions (no space flatshare no internet etc)
Recommendation
We would recommend to have employees come in the office at least 2 days per month (except people at risk)
Capacity
up to 10
HYBRID
Employees who are able to alternate between work in the office and work at home
Recommendation
We would recommend to alternate weeks instead of day
We would recommend to alternate weeks instead of day - Preference 1 week in the office 2 weeks home
Capacity
up to 60
Scenario on 100 people project
HOME
Office
Hybrid A
Hybrid B
Hybrid C
TOTAL
Occupancy
20
30
15
15
15
100
Week 1 office
5
10
20
35
35
Week 2 office
5
10
20
35
35
Week 3 office
5
10
20
35
35
Week 4 office
5
10
20
35
35
Please note that shrinkage is not taken into consideration so attendance can vary between 15 to 25
Vacations will need to be scheduled when employees are working from home
FECHA
DIAGONAL
PAMPLONA
MEDIATIC
AUSIAS MARCH
ROC BORONAT
MAS BLAU
22
VALENCIA
MAacuteLAGA
TOTAL
22
Ausias March
Malaga
Diagonal
Valencia
Mas Blau
Mediatic
Pamplona
Roc Boronat
Santa Luciacutea
Total
72720
132
26
119
29
20
3
57
386
Marzo
544
207
27
1864
169
41
497
253
262
17
3490
8320
131
25
89
26
16
5
50
342
Abril
24
1
3
33
1
1
10
2
4
1
66
81020
134
25
101
29
21
4
46
360
Mayo
80
8
3
103
1
4
96
3
5
245
81720
135
31
95
17
19
6
40
40
152
535
Junio
165
48
77
267
58
8
268
35
49
1
856
82420
139
29
102
25
14
2
34
34
143
522
Julio
195
74
164
432
66
15
281
63
64
2
1218
83120
122
27
90
30
19
3
30
31
195
547
Agosto
142
64
280
391
66
14
202
79
60
1
1188
9720
169
40
100
29
15
3
31
38
210
635
Septiembre
161
80
356
434
77
19
243
96
67
3
1366
91420
168
46
88
37
20
3
37
39
183
621
92120
202
39
121
39
31
5
38
47
243
765
92820
205
43
134
44
24
1
45
48
243
787
10520
184
44
141
40
35
0
77
50
255
826
101220
101920
102620
11220
Pre-Covid
Capacity
185
Covid19
Capacity
97
Redesign
Capacity
138
Location
Site
Floor
SQM
SQM Price
Contract End
Capacity before Covid
Capacity during Covid
Capacity Hybrid
Meeting Room 1
Meeting Room 2
Meeting Room 3
Meeting Room 4
Meeting Room 5
Meeting Room 6
BCN
Diagonal
1
1088
154
BCN
Diagonal
2
1088
179
BCN
Diagonal
3
1088
182
BCN
Diagonal
4
1088
185
97
138
XX
XX
XX
xx
LAB
BCN
Diagonal
5
1088
175
BCN
Diagonal
6
1088
141
BCN
Diagonal
7
1088
180
BCN
Diagonal
8
1088
113
BCN
Diagonal
9
1088
112
BCN
Diagonal
10
663
99
BCN
Diagonal
11
663
99
BCN
Diagonal
12
663
41
BCN
Diagonal
13
663
110
BCN
Diagonal
14
663
110
BCN
RBA
1
336
CANTINA
BCN
RBA
2
752
110
BCN
RBA
4
1513
189
BCN
RBA
11
1513
106
BCN
Pamplona
1
1453
60
BCN
Pamplona
2
391
175
BCN
22
0
1171
9 (TRAINING DEPT)
BCN
22
1
608
136
BCN
22
2
608
123
BCN
22
3
608
115
BCN
Ausias March
1
830
93
BCN
Ausias March
2
830
126
BCN
Mas Blau
1
993
MAD
Madrid
1
MAL
Benalmaacutedena
1
2093
MAL
Benalmaacutedena
2
296
VLC
Valencia
1
1906
210
MLL
Mallorca
1
236
48
BCN
Mediatic
4
1500
218
BCN
Mediatic
5
109
37
BCN
Mediatic
7
1586
226
BCN
Marina
1
73
BCN
Marina
6
73
32441
3998
General Information
Hybrid Situation
INVENTORY
Project Dpt
Owner Manager
POC
Site
Floor
Total Employees
Strong Seasonality gt25
Approved for Hybrid
Hybrid suitable
Customer Agreed
Presented to employees
Provisional Guideline
Rotation Model
Permanent Office Seats
Hybrid Office Seats
People in Office
People home
People in hybrid
Customer Owned Equipment
Current PCs at office
Current laptops at office
Monitors
Current PCs at home
Current laptops at home
Monitors
Comment
IT
Pablo
Diagonal
8
42
last July week
17
IT
Pablo
Pamplona
1
last July week
1
IT
Pablo
Valencia
1
last July week
1
HR - Training Adrian Arias Adrian AriasCC TRAI
Elin Lind
22 Adrian Arias Adrian AriasElin shares office with J Cardot D8
10
Yes
72920
No best practises from WISE
2
8
HR - Recruitment
JC
Diagonal
8
37
Yes
81720
0
0
10
8
2
42
5
33
20
Info inserted on the Thursday 23rd in the evening
HR - Admin
Ingrid
Diagonal
8
20
No
Yes
Jul-20
Principalmente 3 en casa + 2 oficina algunas semanas 3 oficina + 2 casa
4
4
5
1
18
4
1
3
16
Quality Adrian Arias Adrian AriasCC QUAL
Irma Carrasco
Diagonal
8
4
Yes
Agreed with JD
72920
No but used from WISE Adrian Arias Adrian Ariasones shared by Elin from Luke and some best practices from other regions available in the WFH in WISE
Adrian Arias Adrian AriasCC TRAI
Adrian Arias Adrian AriasElin shares office with J Cardot D8
Adrian Arias Adrian AriasCC QUAL
Day
1
5
4
Finance
Violeta
Diagonal
12
10
4
4
6
Sales
Marta
Diagonal
12
7
1
0
0
9
Reception
Vanessa
DiagonalMediaticAM PAMPLONA
Various
6
No
Only 1 person
3 DAYS OFFICE 2 DAYS AT HOEM
6
0
5
0
1
5
1
0
0
Logistic
Jordi
0
4
4
1
4
Communication
Carla
Diagonal
12
3
1
1
3 iMacs
Facilities
Marga
12
AMER
Christian Wandt
22
73
82420
18
0
41
11
BBVA
Silvia Goacutemez
Ausias March
32
32
2
BOSE
Stephen Strydom
22
129
Yes
Yes 33 increase in Staffing December versus August
210820 up to 76 and rest done in september
3 groups one week in the office two weeks at home
20
40
20
26
80
42
2
105
17
CAMBIUM
Alberto Laporta
Pamplona
6
0
0
0
6
COSTA CRUCEROS
Denisz Tulajdon
Ausias March
11
No
No
NO
11
0
11
0
0
4
1
10
1
DELIVEROO
Louise Van Wyk
na
0
0
0
0
0
DKV
Denisz Tulajdon
Ausias March
18
Yes
Yes
one week in two weeks at home
4
5
4
0
15
5
1
17
0
DRAumlGER
Alexandre Morey
Diagonal
19
19
0
0
0
0
No PCacutes are proprety of Webhelp for the Draumlger project
EDEN
Denisz Tulajdon
0
EPSON EPS
Alberto Laporta
Marc Torrell
Pamplona
60
20
13
11
6
36
7
EPSON EPS
Alberto Laporta
Marc Torrell
Valencia
36
11
7
4
4
27
1
EPSON ICAM
Adrian Arias
Pamplona
12
Yes
73120
5
0
12
10
2
15
3 additional screens at home
EPSON Lead Generation
Adrian Arias
Pamplona
3
Yes
73120
0
0
0
2
1
2
GFK
Marigona Gjochi
Diagonal
12
GOOGLE
Jan-Mirko Kruschet
DiagonalRBA
294
294
27
2
0
3
Google owned devices are used for production Webhelp owned PCs are used just for adminreportingmanagement
GOOGLE CHROMECAST
Nicolas Luque
Diagonal
102
Presented only to management Hold from GAM Adrian Arias Adrian AriasOur goal was to start sharing with agents during the next two weeks but we have been waiting for confirmation from Google if WFH will be allowed once the Covid-19 BCP is officially closed and if they will allow a hybrid model (that implies double equipment assignment to employees) This decision comes from the xWS Global Team At the moment there is no final confirmation and we do not know when we will receive the confirmation We have been advised to GAM to hold on for the moment as any changes on the WFH set up needs to be communicated and approved by Google before We have a meeting planned for next Tuesday (1808) to discuss the communication plan and Google confirmationapproval It could not be done before due to August holidays Our main worry is that we share this with all our employees and then Google requests us to go back to the office and we cannot go through with the plan which will create discomfort with our agents
102
1
0
2
0
Google owned devices are used for production Webhelp owned PCs are used just for adminreportingmanagement
GOOGLE CLOUD
Gabriel Manzanera
RBA
0
GOOGLE OPERATING SYSTEMS
Nicolas Luque
Diagonal
283
Presented only to management Hold from GAM
283
10
0
2
1
Google owned devices are used for production Webhelp owned PCs are used just for adminreportingmanagement
GOOGLE PPS
Gabriel Manzanera
Diagonal
2
0
GORE
Alberto Laporta
Giorgia Salvini
Pamplona
1
12
No
Yes
1 Week office 1 week home
2
12
2
0
9
1
GUESS
Ines Owczarek
Hugo Sore
Ausias March
72
Yes
Suitable
Communicated to PM
We have 3 groups and we then do 1 week in 2 weeks home for each of the groups In Guess we have 45 FTEs and in the office we can have up to 15 Advisors at the same time which suits the rotation perfectly
4
11
4
6
35
16
7
65
1
HP Transactional
Column Fleming
Diagonal
4
71
71
0
1
0
7
HP Transactional
Column Fleming
Valencia
7
7
0
0
0
0
HP3D_Printing
Christina Muriel
NA
no equipment
HPE INSIDE SALES
Louise Van Wyk
Barcelona
71
Located in client office
0
0
0
4
HPI 3WW
Federico Muntildeoz
22
57
2
1
2
2
HPI End User Space Global
Andrea Pane
Diagonal
1
66
66
0
1
10
11
HPI End User Space PC
Jesus Gonzalez
Diagonal
4
127
127
0
3
8
9
HPI End User Space PC
Jesus Gonzalez
Valencia
9
9
0
1
0
0
HPI End User Space Print
Ross Ellis
Diagonal
54
54
0
0
5
4
HPI GSB DESIGNJET
Louise Van Wyk
RBA
2
19
3 groups of people one week on one week off
4
5
4
0
15
2
2
9
10
HPI GSB DESIGNJET
Louise Van Wyk
Valencia
1
0
0
1
0
HPI GSB INDIGO
Christina Muriel
HPI MIDMARKET AND CEP
Nasima Salimova
NA
4
NA
NA
NA
NA
NA
They are now
HPI STORE + HPI STORE PS
Shahed Saffari
Not Suitable - PCI
No
49
7
55
4
HPI SUPPLIES
Luisa Oralia Hernaacutendez
RBA
2
28
Yes
Yes
2 days in the office + 3 at home 2 rotation groups project manager in the office 4 days a week
Preferably 28 - Depending if we will be reallocated to another building
16 if all permanent seats are not possible - all agents have laptops so we will just need screens
0
Depending on regulations + I have 3 people on risk groups
26
0
0
0
28
HPI Telemarketing
Maria Martinez
Diagonal
9
0
0
0
3
resto del equipo estaacute con laptops del cliente pero con accesorios WH
HPI Telemarketing Madrid
Maria Martinez
Madrid
8
3
0
5
1
INBOUND PROJECTS
Monica Lopez
Diagonal
13
52
4
46
2
INDITEX
Natalia Loacutepez
Mediatic
305
123
9
197
10
Seasonality agents x - to confirm with Saulo
ISDIN
Monica Lopez
Diagonal
13
14
3
0
7
14
2
29
ISDIN
Monica Lopez
Diagonal
13
14
3
0
12
2
JDE
Christopher Harrison
Marina
55
No
Yes
CW 34
We will start with 1 week on 2 off and then look to move to 1 on 1 off 3 groups then 2
9
24
3
3
48
1
51
3
LA CAIXA
Monica Lopez
Diagonal
13
11
8
3
LASTMINUTE
Fernando Peacuterez
0
0
0
3
0
in process to send it back to office since project is suspended due to pandemic The rest of pcs have been sent back
LEIA
Anastasia Kozlova
Diagonal
339
2182020 to staffwaiting for approbal from Global to communicate to agents
144 iMacs
6
271
6
LEVIS
Gloria Garcia
mediatic
42
28
4
27
5
LG
Fernando Peacuterez
62
most part of LGs project is handled with LGs computers
LUKE
Duane Kennelly
Diagonal
709
2182020 to staffwaiting for approbal from Global to communicate to agents
5 PCs - 9 iMacs
5
2 PCs - 693 iMacs
2
MAMMUT
Alberto Laporta
Giorgia Salvini
Pamplona
1
5
No
Yes
1 Week office 1 week home
0
3
7
1
0
3
1
MANGO
Gladys Pages
Mogravenica Logravepez
333
70
187
78
Info given by Manal Ehsan
MARKEM IMAJE
Denisz Tulajdon
Ausias March
8
No
Yes
one week in one week at home
1
1
1
5
2
3
0
5
1
MICHAEL_KORS
Ines Owczarek
Mediatic
14
Not suitable - PCI
No
13
2
1
0
for TL and PM we needed to duplicate as they need to have PCI and non PCI environment
Musement
Ines Owczarek
Ausias March
3
13
Suitable
No
1
0
10
2
PEPE JEANS
Monica Lopez
Diagonal
13
15
0
0
15
0
PUMA
Alberto Laporta
Pamplona
1
52
10
1
38
11
ROCA (se incluye en Inbound Projects)
Monica Lopez
-
-
-
RUCKUS
Shahed Saffari
Ausias March
2
12
Yes
Not comunicated yet
2
2
8
0
SEAT
Claudia Vicente
Mas Blau
1
27
Jul-20
1
2
21
3
SPORTIUM
Ines Owczarek
CU Inhouse
I
36
Not suitable - Inhouse
No
36
-
-
-
-
Client equipment
TOUS
Monica Lopez
Diagonal
13
25
7
1
15
0
TP VISION
Lydia Peitx
Barcelona
1
1
TP VISION
Lydia Peitx
Benalmaacutedena
61
Not suitable
No
0907 move back to office pending on IT Networking team
53
8
UPFIELD
Ines Owczarek
Ausias March
15
2
0
14
1
2 pc are set up already at the office
VAESA
Claudia Vicente
Mas Blau
1
70
Jul-20
4
1
52
13
WALLAPOP
Monica Lopez
Diagonal
13
75
17
43
3
SIGNIFY - Puerto Rico
Christian Kohl
San Juan
Yes
Possible
Probably weekybi-weekly rotation
67
3
30
30
17
43
3
Back Market PR
Christian Kohl
San Juan
8
Yes up to 12
YES
No
0
3
0
12
0
17
43
3
FESTO
Louise Van Wyk
TBD
NEW
As it is a new project we would prefer to start with everyone in the office for the ramp-up phase Once they are ramped up we can move to hybrid model
11
0
11
0
0
17
43
3
HPE Edenred
Louise Van Wyk
Diagonal
No
Yes
As it is a small team rotation dos not make sense as they will be alone in the office Our idea is to have all 4 of them in the office 3 days per week
0
4
0
0
4
17
43
3
REFID
PRE-IMPLEMENTATION
MITIGATIONS WARNINGS REMEDIES
POST-IMPLEMENTATION
Date
RISK - Category
RISK DESCRIPTION
RISK IMPACT
RISK SEVERITY
RISK LIKELIHOOD
RISK LEVEL
MITIGATION
RESPONSIBLE
STAUS
Date
RISK SEVERITY
RISK LIKELIHOOD
RISK LEVEL
ACCEPTABLE TO PROCEED
1
Yes
1 low - 10 high
1 low - 10 high
1 low - 10 high
1 low - 10 high
YES NO
2
No
1
72220
Connectivity
ISP connectivity from employee to Avaya There are ISP they do not give bandwidth or protocoll for VoIPSIP Thus user cannot do phone calls over Avaya Red or similar solution
Voice quality very bad or cannot place or recieve calls
9
3
27
4G Router solves quality issues
IT
Ongoing
3
2
72220
Connectivity
ISP may change their TampC for privatconsumer services
current connection from employee are for consumer and not for commercial used ISP may change their TampC as agent will used it for commercialprofessional purposes
8
5
40
This is not happening at the moment but can at any given time most like when this situation is over
TBD
Open
4
3
8420
People
People visiting countries are confined for x days
We people visiting their home countries and they are locked down for 1-2 weeks before they can go out They are working this lock down in their country and after they spent their x daysweeks of vacation
5
10
50
HR
Open
5
4
6
5
7
6
8
7
9
8
10
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
Action Log
ID
Topic
Discussion Point
Action Point
Entry Date
Owner
Due Date Review Date
Status
Updates
1
Define a guide for Managers to assess feasibility to deploy hybrid model
7-Jul-20
Done
2
Invetory
7-Jul-20
Jerome Adrian Pablo
31-Jul-20
Ongoing
Projects Reported Inventory Big discrepancy between Inventory DB and report Pablo analysing discrepancy29720 250 PC + 100 Laptops to check fix workspaces of Mango and Inditex
Closed
3
Order equipment
1-Aug-20
Pablo
TBD
Not started
Order missing or replace aged equipment
Pending
4
Floor plan Desing
7-Jul-20
Marga
31-Jul-20
Ongoing
Sample of Diagonal 4th floor in this doc
Overdue
5
Security - Virtual desktop
7-Jul-20
Daniel Pablo
TBD
Ongoing
Investigating
6
Work contract
29-Jun-20
Ingrind
TBD
Ongoing
Answers received and compiled by Ingrid
7
Guidlines for review and approval
Google Con Ops send draft for revision and validation
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
73
74
75
76
Project Plan
NO
ID
Task
Responsible
Start
End
Status
22-Jun
29-Jun
6-Jul
13-Jul
20-Jul
27-Jul
3-Aug
10-Aug
17-Aug
24-Aug
31-Aug
7-Sep
14-Sep
21-Sep
28-Sep
5-Oct
12-Oct
19-Oct
26-Oct
2-Nov
9-Nov
16-Nov
23-Nov
30-Nov
7-Dec
14-Dec
21-Dec
28-Dec
4-Jan
11-Jan
18-Jan
25-Jan
1-Feb
8-Feb
15-Feb
22-Feb
1-Mar
8-Mar
15-Mar
22-Mar
29-Mar
5-Apr
12-Apr
19-Apr
26-Apr
3-May
10-May
17-May
24-May
31-May
7-Jun
14-Jun
21-Jun
1)
Contract amp Legal
Contractual amp Legal
11
Between Webhelp and Customer
Overdue
111
Revision of contracts between Webhelp and Customers
Account Manager Program manager
112
Standard addendum
Jordi Tomas Procurement
12
Between Webhelp and Providers
Overdue
121
Internet Service Providers
TBC
122
Shipping courrier services
Jordi Tomas
13
Between Webhelp and Employee
Overdue
131
Renewal or change of contract
25
Ingrid Castillo
28-Jun-20
1-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
132
Working from home outside Spain conditions
10
Ingrid Castillo
28-Jun-20
1-Oct-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
Milestone Contract amp Legal
Overdue
2)
IT Infrastructure
IT Infrastructure
21
Revision connectivity to office
70
29-Jun-20
31-Jul-20
Overdue
-1
-1
-1
-1
-1
211
Data office infrastructure
70
IT
29-Jun-20
31-Jul-20
Overdue
-1
-1
-1
-1
-1
212
Voice office infrastructure
70
IT
29-Jun-20
31-Jul-20
Overdue
-1
-1
-1
-1
-1
213
Office hardware equipment
70
IT
29-Jun-20
31-Jul-20
Overdue
-1
-1
-1
-1
-1
214
Licencenses
70
IT
29-Jun-20
31-Jul-20
Overdue
22
Hardware
5
6-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
221
Home Office Equipment
5
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
2211
PC wifi or Laptop
10
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
2212
Keyboard Mouse
10
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
2213
2nd Screen
10
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
222
Office Equipment
5
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
2221
PC wifi or Laptop
10
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
2222
Keyboard Mouse
10
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
2223
2nd Screen
10
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
223
Maintenance and support of Home office IT equipment
5
IT
6-Jul-20
2-Oct-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
2231
Sparepart replacement
5
IT
20-Jul-20
2-Oct-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
2232
Connectivity to office
5
IT
20-Jul-20
31-Jul-20
Overdue
-1
-1
2233
Firewall
5
IT
6-Jul-20
31-Jul-20
Overdue
-1
-1
-1
-1
2234
VPN
5
IT
6-Jul-20
31-Jul-20
Overdue
-1
-1
-1
-1
2235
Cloudbased storage solution - OneDrive
5
IT
6-Jul-20
31-Jul-20
Overdue
-1
-1
-1
-1
2236
Indvidual Virtual Desktop Solution for Webhelp Managed Equipment
5
IT
6-Jul-20
31-Jul-20
Overdue
-1
-1
-1
-1
2237
BCP - Plan
5
IT
6-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
2238
Internal User Help Desk
5
IT
6-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
2239
Field Tec Support
5
IT
6-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
Overdue
Overdue
Overdue
Milestone IT Infrastructure
Overdue
3)
IT Security
IT Security
31
Collection of Project Security Requirements
15
IT Security
15-Jul-20
31-Jul-20
Overdue
-1
-1
32
Categorization in security levels
0
IT Security
1-Aug-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
33
Indvidual Virtual Desktop Solution for Webhelp Managed Equipment
15
IT Security
1-Aug-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
34
Approval process for home office solution
0
IT Security
1-Sep-20
30-Sep-20
Overdue
-1
-1
-1
-1
Overdue
Overdue
Milestone IT Security
Overdue
4)
Facilities
Facilities
41
Office
25
Facilities
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
42
Planing for max capacity
25
Facilities
1-Jul-20
15-Jul-20
Overdue
-1
-1
43
New home feeling or trendy office design
0
Facilities
15-Sep-20
30-Sep-20
Overdue
-1
-1
44
Hot desk solution
0
Facilities
1-Aug-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
46
Office Furniture for home office
0
Facilities
1-Jul-20
31-Jul-20
Overdue
-1
-1
-1
-1
461
Chair
50
Facilities
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
462
Table
50
Facilities
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
48
Milestone Facilities
Overdue
5)
People Management
People Management
51
HR
5
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
511
Legal revision on existing work contracts
20
Ingrid
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
512
New contracts
0
Ingrid
1-Sep-20
30-Sep-20
Overdue
-1
-1
-1
-1
513
Briefing of HR
Overdue
514
Work contracts
Overdue
52
Project Management
30
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
521
Framework office guidelines
5
PM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
522
Framework office guidelines
30
PM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
523
Productivity and service fullfillment
30
PM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
524
Feasibility and validation if a project can be hybrid
30
PM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
525
Corrective performance mangement
30
PM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
526
Guidelines working un the office (70 work + 30 Socialtraining)
30
PM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
526
Hybrid present and virtual meeting
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
527
Reenforce team events
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
528
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
53
Workforce Management
10
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
531
Planining between home and office
10
PMWFM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
532
Different shrinkage factors between office and home office
10
PMWFM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
533
Service coverage
10
PMWFM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
534
Realtime management
10
PMWFM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
54
Training
Overdue
541
Hybrid Training Classroom and Virtualroom
Overdue
542
Selfguided Training
Overdue
543
Webinars
Overdue
55
Communication
Overdue
551
Extra push to Wise
Overdue
552
Focus activities to include people at homeremote
553
TGIF sessions
Overdue
554
Communcation of the new Model to Managers
555
Communcation of the new Model to Customer
Milestone People Management
Overdue
6
IT Security
Communication
61
Communication to Progamm Manager and Owners
100
Jerome Derramond
1-Jul-20
15-Jul-20
Done
1
1
62
Communication to frontline managers and employees
25
IT Security
15-Jul-20
31-Aug-20
Overdue
-1
-1
-1
-1
-1
-1
0
Overdue
Overdue
Overdue
Overdue
Milestone IT Security
Overdue
Topic
Status Comment
Target Date
Engage with IT and understand that solution deployed for Hybrid
Setting up meeting with CTO and IT Service Manager
Ask IT on the HW statyus Hot desk
Floor ready for Hybrid ( IT + Facilities)
In touch with facilities team to get capacity per office
Contract Situation for the new functions
Engaged with HR Head of HR Admin is collecting and cosolidating information
Present to managers
Preparing points and expectations to communicate
Managers to prepare the list of function (Home Hybrid office)
Project Card work in progress
Managers to prepare schedule taking into consideration Hybrid
Implementation Dashboard
Milestone
Start
End
Status
Progress
Key Focus for the Week
Start
End
Status
Owner
100
Copyright copy 2020 All rights reserved 5
PLANIFICACIOacuteN ndashTIMELINE DE ACCIONES MIGRACIOacuteN A TELETRABAJO
En el momento en que el Gobierno espantildeol acotaba la posibilidad de una declaracioacuten de estado de emergencia el Departamento de IT ya estaba configurando la conexioacuten VPN para todas las estaciones de trabajo Esto provocoacute que al momento de declararse el Estado de Emergencia maacutes del 56 de los empleados ya trabajaba en casa y el resto de ellos fueron enviados paulatinamente a casa durante la primera semana de confinamiento alcanzando ya el 85 en solo 3 diacuteas
Comentarios
Copyright copy 2020 All rights reserved 6
PLANIFICACIOacuteN ndashTIMELINE DE ACCIONES MESES POSTERIORES
Comunicaciones
Engagement empleados
Abril
Planificacioacuten regreso a oficinas
Mayo Junio Julio Agosto Septiembre
Engagement clientes
bull Encuesta sobre el teletrabajo para los
empleados de Webhelp Espantildea
bull Encuesta de satisfaccioacuten con la gestioacuten durante el COVID-19 a todos los empleados del Grupo
bull Reuniones de emergencia con los clientes para revisar budget staffing acuerdos contractuales etc
bull Reuniones con los clientes para coordinar la vuelta a la oficina
bull Encuesta anual de satisfaccioacuten de clientes con preguntas especiacuteficas sobre COVID-19
bull Definicioacuten del modelo hiacutebrido de trabajo Entrevistas por todo el Grupo
bull Apertura generalizada de oficinas (otras sedes)
Definicioacuten y adecuacioacuten de los distintos protocolos
bull Cambios de poliacutetica de viajes y de reuniones
bull Actualizaciones de los protocolos del grupobull Consejos de prevencioacuten (emails y carteleriacutea) Lavado de manos uso de gel hidroalcohoacutelico rdquoWebhelp Hellordquo saludos alternativos coacutemo actuar en caso de tener siacutentomas tips para limitar la transmisioacuten del virus consejos para un mejor uso de las mascarillas tips para los que llevan gafas y mascarillas consejos para guardar las mascarillashellipbull Comunicaciones semanales de Direccioacuten a toda la plantilla de empleadosbullDiarios de Cuarentena- Paacutegina especial en la intranet corporativa para compartir fotos y viacutedeos de coacutemo los empleados viven el confinamientobull Strongertogether - Campantildea de actividades diarias en Instagram Stories en su mayoriacutea realizadas por empleados para hacer el confinamiento maacutes ameno a otros Webhelpersbull Campantildea Haacutebitos Saludables Webhealth Nutricioacuten durante el confinamiento tips de mindfulness ejercicios en casa fitness challengehellip
Copyright copy 2020 All rights reserved 7
GARANTIZANDO LA ENTREGA DEL SERVICIO ndashPROTOCOLOS
Consolidacioacuten de oficinasTodos los edificios principales de Barcelona fueron cerrados a excepcioacuten de algunas plantas del edificio principal de Diagonal
Retorno a la oficinaInstrucciones especiacuteficas para los empleados que se encontraban enfermos o de vacaciones en el inicio del confinamiento
Poliacuteticas de prohibicioacuten de viajesInstrucciones sobre la prohibicioacuten de viajar para los paiacuteses afectados y para quienes viajaron alliacute recientemente
Empleados que siguieron trabajando en la oficinaInstrucciones para aquellos empleados que no pudieron trabajar en casa (por no tener espacio o conectividad informaacutetica)
Procedimiento para el trabajo desde casaUn documento obligatorio que tuvieron que firmar todos los empleados que trabajaraacuten desde casa
Revisioacuten del contrato de clientesRevisioacuten del contrato para comprobar la Claacuteusula de Fuerza Mayor Acontecimientos imprevistos
Formulario de declaracioacuten de salud del visitanteEn caso de visitas externas a nuestro edificio
Debido a la naturaleza especiacutefica del Desastre COVID-19 se crearon protocolos y procedimientos corporativos para todos los empleados de la
empresa asegurando que la seguridad de los empleados esteacute garantizada y que los negocios puedan avanzar de acuerdo con la ley La mayoriacutea de ellos
son documentos obligatorios debido a la declaracioacuten del estado de emergencia en Espantildea
Copyright copy 2020 All rights reserved 8
GARANTIZANDO LA ENTREGA DEL SERVICIO ndashIT
Configuracioacuten gradual de maacutes de 3500 estaciones de trabajo
(primer piloto del 10 despueacutes del eacutexito implementacioacuten
completa)
Instrucciones operativas para configurar Avaya One X y Cisco
VPN
Revisioacuten del nuacutemero de licencias adquiridas
Anaacutelisis de riesgo de Seguridad
Trabajo en la solucioacuten VDI de Microsoft Azure para estar listo
en caso de que los proveedores no entregaran ninguacuten equipo
nuevo
Debido a la raacutepida expansioacuten del COVID19 en Espantildea y a los rumores
sobre un posible confinamiento por parte del gobierno el piloto inicial
definido en el plan del proyecto no se pudo realizar por lo que el equipo
BCP decidioacute realizar un despliegue completo en su lugar
Planificacioacuten y roadmap de la implementacioacuten Despliegue
Inicio de la configuracioacuten
de los Perfiles VPN para
todos los proyectos El
equipo de IT configuroacute
manualmente todas las
estaciones de trabajo
(alrededor de 3500) El
equipo de BCP decidiriacutea
coacutemo enviar a casa a
todos los empleados
Comenzamos a
enviar a casa a todos
los empleados
Ya un 56 de los
empleados comenzaba la
semana laboral en casa
Monitoreo constante del
uso de la conexioacuten VPN y
el uso de la CPU e
informe a los miembros
del equipo BCP
Tickettool bajo entorno seguro
de nuevo
Hitos clave del despliegue
10 MARZO
13 MARZO
16 MARZO
23 MARZO
Project plan
inicial para la
configuracioacuten de
las estaciones
de trabajo
Organizacioacuten del soporte remoto
Procedimiento para controlar
las estaciones de trabajo
reales en casa
Creacioacuten del archivo de control de preparacioacuten de IT HBE para
rastrear a los usuarios y equipos listos para trabajar desde casa
Las operaciones tuvieron que informar a TI sobre el personal que
trabajaba desde casa
Creacioacuten de la liacutenea de soporte telefoacutenico remoto
URL puacuteblica temporal de Tickettool y cuentas
administrativas locales para acelerar la instalacioacuten del
software requerido
A
Copyright copy 2020 All rights reserved 9
GARANTIZANDO LA ENTREGA DEL SERVICIO ndashRELACIOacuteN CON EL CLIENTE
Webhelp notificoacute a sus clientes sobre la implementacioacuten del BCP
Algunos clientes apoyaron los proyectos enviando laptops a sus agentes
Webhelp dando soporte a las tareas relacionadas con el proyecto (por ejemplo
escaladas cambio de procedimientos)
Desactivacioacuten de algunos canales de contacto como Phone y Chat
Implementacioacuten de nuevos proyectos de forma remota
Plan de formacioacuten inicial y onboarding para nuevo proyecto (170 agentes) de forma
remota
bull Programas con protocolos de seguridad especiacuteficos (por ejemplo PCI y poliacuteticas de
seguridad propiedad del cliente)
bull Programas que trabajan con herramientas propiedad del cliente
bull Clientes afectados internamente por la Declaracioacuten de Estado de Emergencia
espantildeola
bull Implementacioacuten de nuevos programas durante el COVID19
Desafiacuteos
Acciones
Ejemplo de colaboracioacuten con uno de los clientes
maacutes antiguos
Copyright copy 2020 All rights reserved 10
GARANTIZANDO LA ENTREGA DEL SERVICIO ndashOPERACIONES Y PERSONAL
Microsoft Teams Talent Train Para la comunicacioacuten interna en los programas (Managers y agentes) Reuniones de equipo formaciones y seguimientos y gestioacuten de los
programas Control interno para la logiacutestica y control de los dispositivos que se
encuentran actualmente en casa Formaciones online a traveacutes de Talent Train
Grupo de Whatsapp de Managers Directores Con el fin de brindar un mejor soporte y un tiempo de respuesta maacutes
raacutepido se creoacute un Grupo de WhatsApp para Managers Directores
WISE Intranet de la empresa para anuncios e instrucciones corporativos Encuesta para evaluar las condiciones de seguridad y salud al
realizar el trabajo desde casa
Foco en las prioridades Asegurar que los agentes tengan conectividad y acceso Garantizar la comunicacioacuten regular con todos los Webhelpers Reforzar la estructura de WFM (monitoreo en tiempo real etc) Entrega de material en base a resultados de encuestas peticiones
etc
Formacioacuten La puesta en marcha de una cuenta grande coincide
con el estado de emergencia iquestCoacutemo pueden impartir formacioacuten antes de la puesta en marcha
iquestCoacutemo garantizaremos la formacioacuten continua
Comunicacioacuten Coacutemo se comunicaraacuten los Managers entre siacute coacutemo se
tomaraacuten las decisiones y coacutemo se les informaraacute Coacutemo se comunicaraacuten los equipos entre siacute
Entorno de trabajo iquestCoacutemo se asegura la empresa de que los empleados
tengan el entorno laboral adecuado en casa
Performance y Calidad iquestCoacutemo podraacuten Team Managers y los Supervisores
gestionar sus equipos de forma remota iquestCoacutemo pueden controlar el desempentildeo de sus
agentes iquestCoacutemo se motivaraacute a los agentes
Desafiacuteos Acciones
Copyright copy 2020 All rights reserved 11
CUIDADO DE NUESTROS WEBHELPERS
Mails semanales de nuestra Presidenta
Todos los lunes nuestra presidenta enviacutea un email con actualizaciones sobre nuestras actividades y palabras de aliento
StrongerTogether Campantildea de Instagram
Protocolos de vuelta a la oficina
Video con las medidas de seguridad posters infografiacutea enviada por mail recordatorios por mail y RRSS
Testimonios en video
Primeras impresiones de los compantildeeros que fueron regresando a las oficinas
Consejos de salud
Emails de WebHEALTHenviados dos veces por semana Actividades especiales por el diacutea mundial del Yoga
Se creoacute un video recap de todas las actividades que compartimos durante el confinamiento en webhelpspain y strongertogether
Copyright copy 2020 All rights reserved 12
CUIDADO DE NUESTROS WEBHELPERS ndashACTIVIDADES EN CASA
Actividades
Club del libro
Trabajando con mascotas
Reuniones virtuales
Recetas de cocina
Juegos
Copyright copy 2020 All rights reserved
CUIDADO DE NUESTROS WEBHELPERS
Plan de comunicaciones durante la crisis del COVID-19
Nuestro Departamento de Comunicacioacuten establecioacute la tipologiacutea y frecuencia de las comunicaciones internas en estrecha colaboracioacuten con los headquarters del Grupo compartiendo materiales y contenidos para su aplicacioacuten en otras regiones
13
Copyright copy 2020 All rights reserved
CUIDADO DE NUESTROS WEBHELPERS
Regalo de agradecimiento a todos los Webhelpers en Espantildea
Todos nuestros empleados recibieron un detalle en sus casas y oficinas para agradecerles por su compromiso y trabajo duro porque juntos logramos la milla extra
Estos son algunos de los mensajes de agradecimiento que compartieron con nosotros
14
Formacioacuten
Copyright copy 2020 All rights reserved 15
CUIDADO DE NUESTROS WEBHELPERS ndashSOPORTE CORPORATIVO
bull Comunicacioacuten de formaciones online
bull Formacioacuten y Coaching virtual
bull Microsoft Teams
bull Formaciones online PIMEC
bull Mejores praacutecticas de coacutemo trabajar desde casa (preparadas por uno de los
proyectos que ya trabajaba en casa anteriormente)
bull Material de formacioacuten del Centro of Excelencia de Webhelp incluyendo
bull Problemas teacutecnicos coacutemo restablecer mis contrasentildeas la clave para el
uso de Avaya desde Pc menuacute desplegable de VPN etc
bull Gestioacuten de equipo coacutemo hacer una sesioacuten 1 a 1 de forma remota
coacutemo mantener los liacutemites del equipo etc
bull Actitudes especiacuteficas para el trabajo desde casa lo que se debe y no
se debe hacer
Salud
bull Actualizaciones de protocolo para viajar en zonas afectadas o cuando se
regresara recientemente de una de las zonas afectadas (por ejemplo Italia)
bull Aplicacioacuten meacutedica para consultas privadas por teleacutefono
bull Protocolo sobre coacutemo tratar de forma general el COVID19
bull El protocolo actualiza coacutemo comportarse en caso de que los empleados
tuvieran siacutentomas
bull Ademaacutes se envioacute una encuesta de evaluacioacuten del Ministerio del Interior a los
gerentes y al personal para evaluar sus condiciones laborales actuales en el
hogar
Copyright copy 2020 All rights reserved 16
CUIDADO DE NUESTROS WEBHELPERS ndashACTIVIDADES EN CASA
Actividades
Club del libro
Trabajando con mascotas
Reuniones virtuales
Recetas de cocina
Juegos
Copyright copy 2020 All rights reserved 17
CUIDADO DE NUESTROS WEBHELPERS ndashRESULTADOS
Resultados de la encuesta especiacutefica sobre teletrabajo
En el mes de mayo realizamos a nuestros Webhelpers en Espantildea una encuesta para saber el grado de satisfaccioacuten con la transicioacuten al teletrabajo Un 73 de los encuestados no habiacutea realizado nunca teletrabajo antes de la crisis
90
SE SENTIacuteAN MOTIVADOS
TRABAJANDO DESDE CASA
86
SATIFACCIOacuteN CON EL EQUILIBRIO ENTRE EL TELETRABAJO Y VIDA
FAMILIAR
88
SATISFACCIOacuteN CON LA RESPUESTA DE WEBHELP ANTE LA
CRISIS
94
SE SENTIacuteAN SEGUROS DE PODER HACER SU TRABAJO DE FORMA
REMOTA
Un 65 de los empleados indicaron que no tuvieron problemas teacutecnicos durante el confinamiento
Un 44 de los empleados indicaron que no tuvieron grandes desafiacuteos a la hora de teletrabajar De los que siacute tuvieron un 21 indicaron problemas de conectividad
Un 80 de los empleados consideraron uacutetiles los consejos sobre teletrabajo enviados regularmente
La satisfaccioacuten global con el teletrabajo durante el confinamiento fue del 88
30NPS
El NPS en la uacuteltima encuesta de empleados
2019 fue de -140 ndash no lo recomendariacutea en absoluto
10 ndash lo recomendariacutea
totalmente
Copyright copy 2020 All rights reserved 18
CUIDADO DE NUESTROS WEBHELPERS ndashRESULTADOS
Resultados de la encuesta global de Webhelp sobre COVID-19
En el mes de junio todas las regiones de Webhelp completamos una encuesta complementaria a la anterior donde se analizaba la situacioacuten del teletrabajo y se preguntaba ademaacutes por futuras preferencias de jornada
Copyright copy 2020 All rights reserved 19
CUIDADO DE NUESTROS WEBHELPERS ndashRESULTADOS
Resultados de la encuesta global de Webhelp sobre COVID-19
Pmd llamadas contestadasSep amp Oct 2019 (antes de peakseason)
Niveles de servicio
Copyright copy 2020 All rights reserved 21
SERVICIO ndashANAacuteLISIS DE DATOS
Calidad
Muestreo de 18 de nuestros proyectos que usan la
herramienta de monitorizacioacuten corporativa
Si bien durante la crisis el volumen de escuchas
descendioacute a niveles similares de periodos de peak
season la calidad se mantuvo
Copyright copy 2020 All rights reserved 22
SERVICIO ndashFEEDBACK DE CLIENTES
ldquoThank you for sharing the informationWe are glad that current measures taken areworking out so far and there are nointerruptions of service for PUMA customersChallenges will remain to ensure efficiencyand quality ndash with the high dedication of thesupervisors and project management Irsquomconfident that we can jointly manage thesituationrdquo
ldquoFirstly a very large round of applause andwell done from our JDE UK Leadership interms of the amazing turnaround in gettingall Agents set up to work from home at thatshort notice and ensuring continuity ofCustomer Service to our UK amp Irelandconsumers 128522128522rdquo
Nuestros clientes quedaronsatisfechos con laimplementacioacuten de las medidas laimplicacioacuten colaboracioacuten de todoslos empleados y los resultadosobtenidos A continuacioacuten algunosde los comentarios recibidos
ldquoWell done and ldquothank yourdquo to you and all ofthe Webhelp team in regard to thepreparations for home working It was a hugejob with little impact to us I spoke with Marcyesterday and he said that people in the teamswere mostly positive and super helpful I thinkI understand more that most people the effortsinvolved in making this happen so I am sopleased wi2th the reaction and actions fromyou and the teamrdquo
Otros comentarios positivos recibidos de los siguientes clientes
bull Satisfecho con la raacutepida respuesta deWebhelp
bull Satisfecho de poder mantener lasoperaciones en curso
bull Mostrando apoyo al BCPbull Satisfecho con la colaboracioacuten con todos
los departamentos e IT
Copyright copy 2020 All rights reserved 23
SERVICIO ndashRESULTADOS
A nivel de grupo el grado medio desatisfaccioacuten de nuestros clientes ha subido5 puntos con respecto a la anteriorencuesta (Q4 2019) En la regioacuten deEspantildea la satisfaccioacuten general es algoinferior a la del grupo (81) pero encambio la satisfaccioacuten con la gestioacuten delCOVID-19 es superior (88 comparado con83)
Copyright copy 2020 All rights reserved 24
PLAN DE REGRESO
Desde el momento en que nos confinaron estamos trabajando en disentildear una vuelta a las oficinas que respeten las
medidas necesarias de distanciamiento social higiene y seguridad Nuestro equipo multidepartamental realiza reuniones
semanales de seguimiento para ver que las oficinas los proyectos y los empleados estaacuten preparados para este regreso
escalonado Hemos combinado este regreso a la oficina junto con nuestro nuevo modelo de trabajo hiacutebrido
Nuestro edificio de Diagonal ha sido certificado como ldquoGlobal Safe Siterdquo
Project Plan de regreso a la oficina en modelo hiacutebrido
33
77164 280
356
33103
267
432 391434
10
96
268
281 202
243
66
245
856
1218 1188
1366
0
200
400
600
800
1000
1200
1400
1600
0
200
400
600
800
1000
1200
1400
1600
1800
April May June July August September
Tota
l acu
mul
ado
Axis Title
Personal trabajando en la oficina
22 Ausias March Malaga Diagonal Valencia Mas Blau
Mediattic Pamplona Roc Boronat Santa Luciacutea Total
Debido a las uacuteltimas medidas establecidas por el Gobierno actualmente estamos volviendo a fomentar el teletrabajo ante un modelo hiacutebrido
Antes de la crisis del COVID-19 nuestro modelo de trabajo era un 90 en la oficina y un 10 de empleados en casa Tras implementar el modelo de teletrabajo y analizar resultados de la operacioacuten y predisposicioacuten y apetencia tanto de clientes como de empleados estamos trabajando en la implantacioacuten de un modelo hiacutebrido de teletrabajo que combina LO MEJOR DE LOS DOS MUNDOS
Copyright copy 2020 All right reserved 25
Flexibilidad para la gentebull Dar flexibilidad a nuestros Webhelpers y ofrecer una mejor propuesta de valor para los
empleadosbull De base voluntariabull El regreso a la oficina es posible si no se dan las condiciones en casa o hay fatiga
Mitigar los Riesgos operacionales
bull La elegibilidad para el teletrabajo se basa en el desempentildeo bull Hay poliacuteticas de retorno a la oficina en caso de empeoramiento del desempentildeo
Dinaacutemica de ventasbull Asegurar una fuerte dinaacutemica de ventas y un ambiente impulsado por el hecho de estar en la
oficina cuando los equipos estaacuten onsitebull Organizar animaciones desafiacuteos onsite aprovechando la dinaacutemica de grupo
Espiacuteritu de equipo y engagement
bull Desarrollo del espiacuteritu de equipo y asegurar la conexioacuten a traveacutes de eventos sociales animaciones onsite y proximidad
bull Fortalecer el sentido de pertenencia a Webhelp y las marcas que representamos
MIRANDO AL FUTURO ndashMODELO HIacuteBRIDO
Copyright copy 2020 All right reserved 26
Mejora operacional Continuidad de negocio
El modelo hiacutebrido puedebull Ampliar el pool de talento extendiendo su
cobertura geograacuteficabull Atraer nueos perfiles de candidatos (para
quienes la configuracioacuten in situ exclusiva no es compatible con las limitaciones personales)
bull Atraer nuevo talento con skills especiacuteficos o superiores
Atraccioacuten de talento
bull Los desplazamientos generan hasta el 32 de las emisiones de carbono totales de Webhelp
bull Al reducir los desplazamientos trabajar desde casa puede reducir nuestro impacto en el medio ambiente y por tanto en la huella de carbono general de nuestro cliente
Reduccioacuten de emisiones de carbono
Ponemos a nuestro cliente en nuestro corazoacuten Ponemos los mejores intereses
de nuestros clientes en el corazoacuten asiacute es como hacemos un esfuerzo adicional
bull El modelo hiacutebrido incluye un BCP incorporado lo que garantiza la continuidad de las operaciones sin problemas de nuestro cliente en un contexto de crisis
bull Mejor desempentildeo general Disminuyendo la rotacioacuten voluntaria y reteniendo
la experiencia y los skills Incrementando la retencioacuten de los top
performers
Mayor flexibilidadbull El modelo hiacutebrido puede aumentar la flexibilidad
en la prestacioacuten de nuestro servicio aprovechando la optimizacioacuten de WFM habilitada por la flexibilidad del trabajo en casa (por ejemplo turnos divididos) para una mejor adherencia a la curva de demanda
La implementacioacuten del modelo hiacutebrido tiene pocas interrupciones en comparacioacuten con el modelo completo en el sitio lo que limita el riesgo para nuestros clientes
Valor para nuestros clientes1
MIRANDO AL FUTURO ndashMODELO HIacuteBRIDO
Copyright copy 2020 All right reserved 27
En una encuesta interna realizada en 11 paiacuteses en mayo 2020 los agentes indicaron que prefeririacutean trabajar
En un modelo hiacutebrido
Onsite solamente
En casa solamente
67
23
10
Motivaciones para trabajar desde casa
Menos transporte
Mejor entorno de trabajo
Maacutes flexibilidad para una mejor conciliacioacuten
bull Menos coste
bull Menos tiempo
bull Menos fatiga
bull Entorno menos estresante
bull Menos fatiga debido al ruido
bull Comer en casa
bull Capacidad para manejar las limitaciones personales (nintildeos a la escuela tiempo en familia etc)
Valor para nuestros empleados2
MIRANDO AL FUTURO ndashMODELO HIacuteBRIDO
Copyright copy 2020 All right reserved 28
APRENDIZAJES
Alto compromiso y participacioacuten de todos los
empleados de Webhelp
Alto compromiso del equipo de IT (exceso de trabajo durante el fin de semana
anterior a la implementacioacuten completa)
Alta colaboracioacuten compromiso y apoyo de todos los programas (de Managers y
agentes) Uno de los programas incluso creoacute una instruccioacuten en video para sus
agentes sobre coacutemo instalar VPN y Softphone
Fomento tambieacuten a traveacutes de mensajes de motivacioacuten de la presidenta Helena
Guardans y el director general Julio Joliacuten
Asegurar la continuidad del negocio
Webhelp pudo cambiar de una estructura basada en la oficina a una basada en
el teletrabajo (de un 90 - 10 a un 10 -90) en menos de una semana
Por lo tanto pudo minimizar el impacto sobre el personal y la prestacioacuten de
servicios
Webhelp fue capaz de proteger y reforzar la reputacioacuten y la imagen corporativa
Reduccioacuten del impacto financiero
Reduccioacuten del absentismo durante las 2 primeras semanas de despliegue
Invertir y adaptarnos a nuevas tecnologiacuteas
Durante los uacuteltimos antildeos Webhelp se ha centrado en la Innovacioacuten para adaptarse
a las nuevas tecnologiacuteas como
bull Cambio a Microsoft Office 365bull Cambio de servicio telefoacutenico a Avaya Red Avaya One X habilitando la
posibilidad de estar conectado en casa fuera de las oficinas principales detrabajo
bull Dashboards Informes a traveacutes de Tableau y SQL Server accesibles a traveacutes devarios dispositivos (incluido el moacutevil)
bull Automatizacioacuten de contactos mediante IVR Machine Learning y Bots
Partnership y recomendacioacuten de nuestros clientes Los clientes y Webhelp reforzaron su soacutelida asociacioacuten colaborando entre siacute
en la situacioacuten de desastre Los clientes mostraron confianza y apoyo a nuestras decisiones y acciones Webhelp acordoacute con algunos de los clientes hacerse cargo tambieacuten de algunas
de las tareas diarias relevantes en las operaciones (generalmente escaladasadministradas por los clientes)
Contact Information
Marta Loacutepez
Business Development Director
MartaLopezwebhelpcom
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Antes de la crisis del COVID-19 nuestro modelo de trabajo era un 90 en la oficina y un 10 de empleados en casa Tras implementar el modelo de teletrabajo y analizar resultados de la operacioacuten y predisposicioacuten y apetencia tanto de clientes como de empleados estamos trabajando en la implantacioacuten de un modelo hiacutebrido de teletrabajo que combina LO MEJOR DE LOS DOS MUNDOS
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Week
Timeline
Project Implementation
SOW
Project Timeline
Recruitment
Training
IT amp Facilities
Reporting
Operations
Week1
ERRORREF
19
0
61
28
9
8
8
0
Week2
ERRORREF
23
0
61
28
9
9
8
0
Week3
ERRORREF
31
0
89
58
14
10
17
0
Week4
ERRORREF
34
0
92
60
14
22
17
0
Week5
ERRORREF
39
0
93
61
24
41
17
0
Week6
ERRORREF
0
0
0
0
0
0
0
0
Week7
ERRORREF
Week8
ERRORREF
Week9
ERRORREF
Week10
ERRORREF
Week11
ERRORREF
Week12
ERRORREF
Instructions
1 Ensure to copy formual from previous week into the current week
2 Ensure to copy data as real value before updating the plan (this way you will capture weekly progress)
Decision Log
ID
Topic
Description
Incorporate To E32169 Where actions are incorporated to eg Change Order SOW Playbook Process CIC etc
Entry Date
Taken by
Comments
1
2
3
4
5
6
7
8
9
10
IVR Setup Plan
Tower
Item
Start Date
End Date
Owner
Status
Remark
IVR Setup Plan
Define IVR Scope
Confirm voice requirement - Local Professional
ERRORREF
ERRORREF
ERRORREF
(1)
Confirm language requirement for each country
ERRORREF
ERRORREF
ERRORREF
(1)
Develop IVR Workflow
Develop IVR workflow for each country
ERRORREF
ERRORREF
WH
(1)
Client review and approval
ERRORREF
ERRORREF
Client
(1)
Develop IVR Script
Obtain existing script [If Available]
29-Jun
6-Jul
WH
(1)
Develop IVR script in each language
29-Jun
6-Jul
WH
(1)
Client review and approval
4-Jul
6-Jul
Client
(1)
Recording IVR
Obtain existing recording [If Available]
ERRORREF
ERRORREF
WH
(1)
Identify voice talent
ERRORREF
ERRORREF
WH
(1)
Record IVR in each language
ERRORREF
ERRORREF
WH
(1)
Client review and sign-off
ERRORREF
ERRORREF
Client
(1)
Configuration and Testing
IVR configuration to telephony system
ERRORREF
ERRORREF
WH
(1)
Testing and UAT
ERRORREF
ERRORREF
WH
(1)
Client review and sign-off
ERRORREF
ERRORREF
Client
(1)
Program Readiness Checklist
RESONSIBILITY
ACCOUNTABILITY
CONSULT
INFORM
Oracle
SBT
ActionsComment
Contractual
Resources Defined
ClientSBT AM
VP
VP
PMVLM
euro - 0
Levels Defined
SBT HR amp REC
SBT HR amp REC
VP
PM
euro - 0
Management Structure
SBT AMVP
SBT AM
VP
PM
euro - 0
Targets amp KPI Set
LynnPM
PM
VP
VLM
euro - 0
Program
Recruitment Process
PMO
REC
PM
VLM
euro - 0
RACI Frame work
PM
PM
VP
PMOVLM
euro - 0
Sales Engine
VLM
PM
VP
PM
euro - 0
10 week Plan
VLM
PM
VP
PM
euro - 0
Soft Metrics Defined
VLM
PM
VP
PM
euro - 0
Territory Allocated
VLM
PM
PM
PM
euro - 0
Territory in CRM
VLM
PM
PM
PM
euro - 0
Quarter Campaignpromotions
VLM
PM
PM
PM
euro - 0
Rules of Engagement
PM
PM
VLM
PM
euro - 0
Playbook
PMO
PM
VLM
PMO
euro - 0
On-boarding Plan
VLMSBT Training
PM
PM
PM
euro - 0
Training amp Coaching Plan
VLM
PM
SBT Training
PM
euro - 0
QA
VLM
PM
SBT Training
PM
euro - 0
Communications
Organisation Structure
PM
PM
VP
VLM
euro - 0
ROB Country
VLM
PM
VP
PM
euro - 0
ROB Program
PM
PM
VP
VLM
euro - 0
ROB RHQ
PM
PM
VP
VLM
euro - 0
Communication Pack
PM
PM
VP
VLM
euro - 0
Reporting Established
PM
PM
VP
VLM
euro - 0
Reporting Calendar Agreed
PM
PM
VP
VLM
euro - 0
Management
Talent Assessment
VLM
PM
VP
PM
euro - 0
Job Descriptions
VLM
PM
VP
PM
euro - 0
Employee Readiness Check
VLM
PM
VP
PM
euro - 0
Individual Targets Set
VLM
PM
VP
PM
euro - 0
Funnel Validation
VLM
PM
VP
PM
euro - 0
Head Count Filled
VLM
PM
VP
PM
euro - 0
Comp Plan Issued
PM
PM
VP
VLM
euro - 0
Comp Plan Signed
PM
PM
VP
VLM
euro - 0
Welcome Pack
VLM
PM
VP
PM
euro - 0
Infocenter Access
VLM
PM
VP
PM
euro - 0
Sharepoint Access
VLM
PM
VP
PM
euro - 0
Agent
Readiness Training
VLM
PM
VP
PM
euro - 0
Red Carpet
VLM
PM
VP
PM
euro - 0
Call Plan
VLM
PM
VP
PM
euro - 0
Partner ProfiledAllocated
VLM
PM
VP
PM
euro - 0
Territory Plan
VLM
PM
VP
PM
euro - 0
Territory Visits
VLM
PM
VP
PM
euro - 0
Individual Development Plan
VLM
PM
VP
PM
euro - 0
Onboarding
1
-1
1
-1
Onboarding
IT set-up
Location
Wave
Training start
Language Supporting Country
Status
Name
Role
Type
Comment
Credentials
Training
Work place
IT equipment
Telephony equipment
Internet connectivity
C-User
SAP Email address
ERRORREF
Kuala Lumpur
IT and Telephony Action List
Tower
Item
Start Date
End Date
Owner
Status
Remark
Avaya amp Oceanan
Avaya and Oceana
Internet Conection
Obtain quoation from 2 providers
Local IT
1
Cost approval
Local IT
1
Internet Setup
Local IT
1
VPN
VPN Setup
LocalBCN IT
(1)
Testing
LocalBCN IT
(1)
Avaya Design
Technical Design
Global IT
1
Functional Design
LocalBCN IT
-
VLAN amp MPLS Setup
LocalBCN IT
(1)
Install configure and deploy Avaya server
Global IT
(1)
IVR
Global IT
(1)
Equipment Order amp Delivery
Obtain quotation
Local IT
1
Cost approval
Local IT
1
Order all necessary equipment
Local IT
1
Delivery and deployment
Local IT
(1)
Telephony Configuration (Avaya amp Oceana)
Configuration
Local IT
(1)
UAT (Call Inbound)
Local IT
(1)
UAT (Call Outbound)
Local IT
(1)
UAT (Oceana)
LocalGlobal IT
(1)
Telephony delivered
Local IT
(1)
Cisco (as a backup)
Cisco
Design amp Implementation
Routing design
LocalGlobal IT
(1)
Cisco line setup as backup option
LocalGlobal IT
(1)
(5)
Local DID for all Asia Countries
Cisco
DID Setup
Identify provider for all countries line
Local IT
-
Obtain quotation
Local IT
-
Cost approval
Local IT
(1)
Routing design
Local IT
-
DID setup
Local IT
(1)
DID testing amp UAT
LocalGlobal IT
(1)
Routing
Local IT
(1)
Final testing amp UAT
LocalGlobal IT
(1)
Key Reports
Item
Version
Completion
Updates
Target Date
Dependencies amp Risks
C4CS Power BI Report
C4CS Power BI Report - Signoff
C4CS Direct Link to Power BI
MBR Dashboard - Draft
MBR Dashboard - Final
MBR Dashboard - Sign off
Avaya Report Global in Avaya System
C4CS amp Avaya Daily Report
WFM Puerto Rico
DiscussionAction Point
Item
Owner
Status
Remark
Target Date
Data - Access (Shared Folder)
Steffen
1
Intermediate solution for data storageData will be stored on Webhelp Enschede server for intermediate time until data (GDPR) items have been clarifiedData will be retrieved bysiti-aisyahmohdsallehsellbytelcomganeshloganathan1sellbytelcomLocation -Server 1023234 (via VPN)Server hostname sftpxtrasourceeu (if over the internet)Protocol sFTPSSHPort 22Username SBT_BIPassword hbjNfNvMNV6e7P
6-Feb
Demo on Avaya reporting functionalities
Steffen
1
Steffen to schedule some time with Aisyah and Ganesh to give more insights on functionalities within Avaya(First demo will be done tomorrow)
8-Feb
Documentation of Avaya Functionalities
Barry Steffen
1
- To provide other documentation with regards to Avaya functionalities to the team in APAC
8-Feb
Demo Training of Avaya Data Extraction
Almar
1
- Almar to conduct training to Eugene amp Ganesh on data extraction of Avaya amp Oceana- Training documentation stored inhttpsswasellbytelcomTrainingSignify20Training2020QualityFormsAllItemsaspxRootFolder=2FTraining2FSignify20Training2020Quality2FTraining20Material20Folder2028External20and20Internal20Access292FAvaya20Oceana20Supervisor20TrainingampInitialTabId=Ribbon2EDocumentampVisibilityContext=WSSTabPersistence
1-Feb
Global Decision makers
-
Reporting Demo
-
Avaya Data Extraction Access
-
Implementation Checklist
Topic
Details
Required
Owner
Status
General Set Up
1
General Set Up
11
Go live
if several waves indicate exact dates
Yes
-
First Wave 31-Jan Following Waves to be confirmed
12
Initition Template signed off
Defines project and server as Project Charter
Yes
-
13
Scope of Work (SOW) Defined and Signed
eg service sales support
Yes
-
14
Stakeholders Identified
internal and external
Yes
-
15
Communication stragety agreed
Define communciation for reporting implementation Operations escalations
Yes
-
16
Implementation start date agreed
Agree on proejct kick off date
Yes
-
17
Training start
if several waves indicate exact dates
Yes
-
First Wave 10-Dec Second Wave TBC
18
Recruitment start
indicate expected number of weeks before training start
Yes
1
6 - 8 weeks
19
HC Defined
please distinguish between waves if applicable
Yes
1
Wave 1 9 CH + 3 HK
11
Languages requirement agreed
specify per HC
Yes
-
11
JD
available already If so please share
Yes
1
11
Floor plan
available already If so please share
Yes
1
11
Telco line setup
ITFS procurement outbound line set up
Yes
-
11
IT equipment delivered
Develiry as per IT checklist
Yes
-
12
BI amp Reporting
Develop Report ROB WBR MBR and QBR
Yes
-
12
Program Readiness
Execure Readness checklist
Yes
-
Site Set Up
2
Site Set Up
21
Floor
Discuss and sign contract to rent
No
(2)
22
Develop obtain floor plan
No
(2)
23
Floor design (designation of common areas and workspace)
No
(2)
24
Painting type of floor curtains blinds etc
No
(2)
25
Quotation and purchase of air condition
No
(2)
26
Final cleaning before furniture set up
No
(2)
27
Cabling
General cabeling of the floor
No
(2)
28
Define single points to be cabled per workstation
No
(2)
29
Furniture common area equipment
Workstations tables chairs lockers etc
No
(2)
21
furniture for common areas (kitchen restrooms meeting rooms)
No
(2)
21
set up of furniture for workstationa and common areas
No
(2)
21
final cleaning after furniture set up
No
(2)
21
kitchen and bath room equipment
No
(2)
21
Security Meassures
order access control system
No
(2)
22
delivery of access control system
No
(2)
22
supply of access cards according to number of employees
No
(2)
22
Show room
setup of show room
No
(2)
22
others applicable
No
(2)
22
Mail box bell
mail box to be defined and labled
No
(2)
22
bell to connected to floor
No
(2)
HR and Recruitment
3
HR and Recruitment
31
Recruitment
overall responsible Dedicated recruiter
Yes
1
32
start date
Yes
-
33
JD creation and sign off
Yes
1
34
decide upon job ads
Yes
-
35
publish job ads
Yes
-
36
define recruiting process
Yes
1
37
Job specifications
start date of training
Yes
-
38
go live date after training
Yes
-
39
determine number of working hours per day week
Yes
-
31
determine number of working days per week
Yes
-
31
define shift modell
Yes
-
31
define bonus model
No
(2)
31
define salary range
Yes
-
31
determine vacation days
Yes
-
32
special vacation bank holiday agreements
Yes
-
32
special country regulations
Yes
-
32
duration fixed term employment
Yes
-
32
Onboarding
register employees in client tools
Yes
-
32
register employees in SBT tools (eg active directory)
Yes
-
32
is there a time recognistion system
Yes
-
32
distribute access cards to each employee
Yes
-
32
set up workforce management
Yes
-
Training
4
Training
41
Room equipment
define size of training groups
Yes
1
42
define IT equipment needed
Yes
-
43
Language country spedifics
define training language
Yes
-
44
are there country specifics to be tought to only some employees
Documentation of existing process (manual work processes etc)
Yes
-
Existing Europe process manual is available To obtain from Europe and review
412
Are there country specifics process
Yes
-
413
Localization of process
Yes
-
414
Special issues
to be considered
No
(2)
IT
5
IT
51
IT check list
definition of infrastructure requirements and capabilities
Yes
-
IT requirement to setup Oceana is TBC
52
sign-off Infrastructure Check-List by client
Yes
-
53
Connectivity
set up of Servers
No
(2)
54
server racks at site
No
(2)
55
quotation amp investment request for switches
No
(2)
56
ordering of switches
No
(2)
57
set up of switches
No
(2)
58
ensure internet connectivity at site
Yes
1
59
define connectivity to customer environment
Yes
1
51
quotation and purchase of Wi-Fi access points
No
(2)
51
set up of Wireless LAN
No
(2)
51
setup training rooms
No
(2)
51
Telephony
clarify telephony system (client or SBT)
Yes
-
51
order telephony system
Yes
-
52
delivery of telephony system
Yes
-
52
PCs
quotation amp investment request for workplace computer
Yes
-
52
ordering of workplace computer
Yes
-
52
quotation amp investment request for workplace headsets
Yes
-
52
ordering of workplace Headsets
Yes
-
52
delivery of PC Headsets and workplace UPS
Yes
-
52
Set up of workplaces (PC Phonesets Patching)
Yes
-
52
Tools software
set up of client tools (CRM etc)
Yes
-
52
set up of SBT tools
Yes
-
SBT to setup Avaya Oceana CRM
52
set up of client software (licences)
Yes
-
53
set up of SBT software
Yes
-
53
Security
quotation amp investment request for Firewall
Yes
-
TBC
53
ordering of firewall
Yes
-
53
set up of firewall
Yes
-
53
Printers Fax
quotation amp investment request for printers fax
No
(2)
53
ordering of printers fax
No
(2)
53
set up of printers fax
No
(2)
53
User acceptance testing
create UAT check list
Yes
-
53
test all IT systems before training start within SBT
Yes
-
53
test all IT systems before training start in relation to client systems
Yes
-
53
Reference machines
agree on reference machines
No
(2)
54
reference machines to be delivered
No
(2)
Reporting
6
Communication
61
Reporting
define reporting cadence
Yes
-
62
define distribution list
Yes
-
63
Business Review
define business review requirement
Yes
-
64
Communication Plan
define rhythm of business
Yes
-
65
Customer Interaction Center (CIC)
customer interaction center development
Yes
-
Finance
7
Finance
71
SOW
Develop and agree on the Scope
Yes
1
72
sign-off by client
Yes
-
73
Billing Process
Develop and agree
Yes
-
74
sign-off by client
Yes
-
75
PO
Issue PO and obtain payment
Yes
-
Risk and Mitigation Plan
Tower
Risk
Likelihood
Impact
Mitigation Strategy
Owner
Status
Remark
Commercial
Delay in Change Order sign off
Medium
High
HugoMarianne
1
Offer letter to new hire can only send with Change Order signed
Recruitment
Long hiring time for native agent
High
High
Proposed to hire local agent
Rey
1
Hire 90 local Malaysian
Unable to hire local agent in time
Low
High
- English agent to be deployed to support temporarily- Searching available internal candidate
Rey
1
Additional scope of ASEAN agents might take longer time
Infrastructure amp Facility
Late equipment delivery
Medium
Medium
Backup telephony system - Cisco to be setup
Khor
1
Cisco is SBT existing infrastructure with minimum setup effort needed
Delay in Avaya amp Oceana setup
Low
Medium
Backup telephony system - Cisco to be setup
Khor
-
VPN connection instable
Medium
Medium
VPN connectivity will be tested during implementation stage Foresee the connection should be stable most of the time In case of Oceana discruption Voice support should still be available
WH SBT IT
1
Lost of data due to disruption in Oceana
Low
Medium
Manual report during discruption
Ops
-
Oversea call forwarding legal constraint in China
Medium
High
Webhelp team to clarify and with our provider
WH SBT IT
1
- Potential legal constraint to perform oversea call forwarding from China to Malaysia DID- Call forwarding is allowed as confirmed by provider
Telephony UAT failed
Medium
High
Webhelp team will rectify the issue upon UAT on 221
WH SBT IT
-
UAT begin on 221
Signify VPN for PLM amp SAP
Medium
Medium
Luite
-
Soft Launch and Go-Live Schedule
Puerto Rico Work Schedule (5-Aug to 23-Aug)
8519
8619
8719
8819
8919
81019
81119
81219
81319
81419
81519
81619
81719
81819
81919
82019
82119
82219
82319
Voice Switch Over Schedule
Country
Voice Cut-over date
Support Country Time
MY Time (CET -6)
CET time (GMT +1)
Phone
Toll Toll Free Phone
Call Activity
Activity
Country
Voice Cut-Over
US
Outbound Activity - Webform amp Unassociated Tic
Canada
Outbound Activity - Webform amp Unassociated Tic
PROJECT
ABERT
SCOPE (Sales Customer Service Tech Support Helpdesk)
Customer Service
BILLING (Hourly FTE Transactions)
Hourly
Total EMPLOYEES (including Management)
130
Working Days
Monday to Saturday
Shift
9am till 6pm
Office Address
Diagonal 197 13th floor
Current Office Seat capacity
185
Employees distribution (refer to tab)
Employees
Distribution
HOME
20
15
OFFICE
20
15
HYBRID
90
69
TOTAL
130
100
Desk needed in the office
50
Desk needed with workstation (PC+Keyboard+Mouse)
33
Take into consideration people coming in the office with a laptop
2nd screen needed - Yes or No
Yes
If Yes how many are needed
16
Camera needed - Yes or No
yes
If Yes how many are needed
30
Any other requierements
NA
Meeting rooms needed in the office
2
15 PAX
Training rooms needed in the office
1
20 PAX
Customer AM notified (Yes or No)
Yes
Hybrid Model implementation Date
30-Jul
Employees distribution (refer to tab)
PROJECT
SCOPE (Sales Customer Service Tech Support Helpdesk)
BILLING (Hourly FTE Transactions)
Total EMPLOYEES (including Management)
Working Days
Shift
Office Address
Current Office seat capacity
HOME
OFFICE
HYBRID
TOTAL
Desk needed in the office
Desk needed with workstation (PC+Keyboard+Mouse)
2nd screen needed
If Yes how many
Camera needed
If Yes how many
Any other requierements
Meeting rooms needed
Training rooms needed
Customer AM notified
Hybrid Model implementation Date
ABERT
Customer Service
Hourly
130
Monday to Saturday
9am till 6pm
Diagonal 197 13th floor
185
20
15
20
15
90
69
130
50
33
Yes
16
yes
30
NA
2
1
Yes
30-Jul
SCOPE
Define the distribution of Employees based on the 3 working Model - HOME OFFICE HYBRID
HOME
Employees who prefer to work at home due to the following reasons
At risk to catch Covid
Looking after a person at risk
Long commute to work (gt130 hours per day)
Family constraints (Children school run)
Recommendation
We would recommend to have employees come in the office at least 2 days per month (except people at risk)
Capacity
up to 20
OFFICE
Employees who prefer to be at the office as they are unable to work at home due to non suitable working conditions (no space flatshare no internet etc)
Recommendation
We would recommend to have employees come in the office at least 2 days per month (except people at risk)
Capacity
up to 10
HYBRID
Employees who are able to alternate between work in the office and work at home
Recommendation
We would recommend to alternate weeks instead of day
We would recommend to alternate weeks instead of day - Preference 1 week in the office 2 weeks home
Capacity
up to 60
Scenario on 100 people project
HOME
Office
Hybrid A
Hybrid B
Hybrid C
TOTAL
Occupancy
20
30
15
15
15
100
Week 1 office
5
10
20
35
35
Week 2 office
5
10
20
35
35
Week 3 office
5
10
20
35
35
Week 4 office
5
10
20
35
35
Please note that shrinkage is not taken into consideration so attendance can vary between 15 to 25
Vacations will need to be scheduled when employees are working from home
FECHA
DIAGONAL
PAMPLONA
MEDIATIC
AUSIAS MARCH
ROC BORONAT
MAS BLAU
22
VALENCIA
MAacuteLAGA
TOTAL
22
Ausias March
Malaga
Diagonal
Valencia
Mas Blau
Mediatic
Pamplona
Roc Boronat
Santa Luciacutea
Total
72720
132
26
119
29
20
3
57
386
Marzo
544
207
27
1864
169
41
497
253
262
17
3490
8320
131
25
89
26
16
5
50
342
Abril
24
1
3
33
1
1
10
2
4
1
66
81020
134
25
101
29
21
4
46
360
Mayo
80
8
3
103
1
4
96
3
5
245
81720
135
31
95
17
19
6
40
40
152
535
Junio
165
48
77
267
58
8
268
35
49
1
856
82420
139
29
102
25
14
2
34
34
143
522
Julio
195
74
164
432
66
15
281
63
64
2
1218
83120
122
27
90
30
19
3
30
31
195
547
Agosto
142
64
280
391
66
14
202
79
60
1
1188
9720
169
40
100
29
15
3
31
38
210
635
Septiembre
161
80
356
434
77
19
243
96
67
3
1366
91420
168
46
88
37
20
3
37
39
183
621
92120
202
39
121
39
31
5
38
47
243
765
92820
205
43
134
44
24
1
45
48
243
787
10520
184
44
141
40
35
0
77
50
255
826
101220
101920
102620
11220
Pre-Covid
Capacity
185
Covid19
Capacity
97
Redesign
Capacity
138
Location
Site
Floor
SQM
SQM Price
Contract End
Capacity before Covid
Capacity during Covid
Capacity Hybrid
Meeting Room 1
Meeting Room 2
Meeting Room 3
Meeting Room 4
Meeting Room 5
Meeting Room 6
BCN
Diagonal
1
1088
154
BCN
Diagonal
2
1088
179
BCN
Diagonal
3
1088
182
BCN
Diagonal
4
1088
185
97
138
XX
XX
XX
xx
LAB
BCN
Diagonal
5
1088
175
BCN
Diagonal
6
1088
141
BCN
Diagonal
7
1088
180
BCN
Diagonal
8
1088
113
BCN
Diagonal
9
1088
112
BCN
Diagonal
10
663
99
BCN
Diagonal
11
663
99
BCN
Diagonal
12
663
41
BCN
Diagonal
13
663
110
BCN
Diagonal
14
663
110
BCN
RBA
1
336
CANTINA
BCN
RBA
2
752
110
BCN
RBA
4
1513
189
BCN
RBA
11
1513
106
BCN
Pamplona
1
1453
60
BCN
Pamplona
2
391
175
BCN
22
0
1171
9 (TRAINING DEPT)
BCN
22
1
608
136
BCN
22
2
608
123
BCN
22
3
608
115
BCN
Ausias March
1
830
93
BCN
Ausias March
2
830
126
BCN
Mas Blau
1
993
MAD
Madrid
1
MAL
Benalmaacutedena
1
2093
MAL
Benalmaacutedena
2
296
VLC
Valencia
1
1906
210
MLL
Mallorca
1
236
48
BCN
Mediatic
4
1500
218
BCN
Mediatic
5
109
37
BCN
Mediatic
7
1586
226
BCN
Marina
1
73
BCN
Marina
6
73
32441
3998
General Information
Hybrid Situation
INVENTORY
Project Dpt
Owner Manager
POC
Site
Floor
Total Employees
Strong Seasonality gt25
Approved for Hybrid
Hybrid suitable
Customer Agreed
Presented to employees
Provisional Guideline
Rotation Model
Permanent Office Seats
Hybrid Office Seats
People in Office
People home
People in hybrid
Customer Owned Equipment
Current PCs at office
Current laptops at office
Monitors
Current PCs at home
Current laptops at home
Monitors
Comment
IT
Pablo
Diagonal
8
42
last July week
17
IT
Pablo
Pamplona
1
last July week
1
IT
Pablo
Valencia
1
last July week
1
HR - Training Adrian Arias Adrian AriasCC TRAI
Elin Lind
22 Adrian Arias Adrian AriasElin shares office with J Cardot D8
10
Yes
72920
No best practises from WISE
2
8
HR - Recruitment
JC
Diagonal
8
37
Yes
81720
0
0
10
8
2
42
5
33
20
Info inserted on the Thursday 23rd in the evening
HR - Admin
Ingrid
Diagonal
8
20
No
Yes
Jul-20
Principalmente 3 en casa + 2 oficina algunas semanas 3 oficina + 2 casa
4
4
5
1
18
4
1
3
16
Quality Adrian Arias Adrian AriasCC QUAL
Irma Carrasco
Diagonal
8
4
Yes
Agreed with JD
72920
No but used from WISE Adrian Arias Adrian Ariasones shared by Elin from Luke and some best practices from other regions available in the WFH in WISE
Adrian Arias Adrian AriasCC TRAI
Adrian Arias Adrian AriasElin shares office with J Cardot D8
Adrian Arias Adrian AriasCC QUAL
Day
1
5
4
Finance
Violeta
Diagonal
12
10
4
4
6
Sales
Marta
Diagonal
12
7
1
0
0
9
Reception
Vanessa
DiagonalMediaticAM PAMPLONA
Various
6
No
Only 1 person
3 DAYS OFFICE 2 DAYS AT HOEM
6
0
5
0
1
5
1
0
0
Logistic
Jordi
0
4
4
1
4
Communication
Carla
Diagonal
12
3
1
1
3 iMacs
Facilities
Marga
12
AMER
Christian Wandt
22
73
82420
18
0
41
11
BBVA
Silvia Goacutemez
Ausias March
32
32
2
BOSE
Stephen Strydom
22
129
Yes
Yes 33 increase in Staffing December versus August
210820 up to 76 and rest done in september
3 groups one week in the office two weeks at home
20
40
20
26
80
42
2
105
17
CAMBIUM
Alberto Laporta
Pamplona
6
0
0
0
6
COSTA CRUCEROS
Denisz Tulajdon
Ausias March
11
No
No
NO
11
0
11
0
0
4
1
10
1
DELIVEROO
Louise Van Wyk
na
0
0
0
0
0
DKV
Denisz Tulajdon
Ausias March
18
Yes
Yes
one week in two weeks at home
4
5
4
0
15
5
1
17
0
DRAumlGER
Alexandre Morey
Diagonal
19
19
0
0
0
0
No PCacutes are proprety of Webhelp for the Draumlger project
EDEN
Denisz Tulajdon
0
EPSON EPS
Alberto Laporta
Marc Torrell
Pamplona
60
20
13
11
6
36
7
EPSON EPS
Alberto Laporta
Marc Torrell
Valencia
36
11
7
4
4
27
1
EPSON ICAM
Adrian Arias
Pamplona
12
Yes
73120
5
0
12
10
2
15
3 additional screens at home
EPSON Lead Generation
Adrian Arias
Pamplona
3
Yes
73120
0
0
0
2
1
2
GFK
Marigona Gjochi
Diagonal
12
GOOGLE
Jan-Mirko Kruschet
DiagonalRBA
294
294
27
2
0
3
Google owned devices are used for production Webhelp owned PCs are used just for adminreportingmanagement
GOOGLE CHROMECAST
Nicolas Luque
Diagonal
102
Presented only to management Hold from GAM Adrian Arias Adrian AriasOur goal was to start sharing with agents during the next two weeks but we have been waiting for confirmation from Google if WFH will be allowed once the Covid-19 BCP is officially closed and if they will allow a hybrid model (that implies double equipment assignment to employees) This decision comes from the xWS Global Team At the moment there is no final confirmation and we do not know when we will receive the confirmation We have been advised to GAM to hold on for the moment as any changes on the WFH set up needs to be communicated and approved by Google before We have a meeting planned for next Tuesday (1808) to discuss the communication plan and Google confirmationapproval It could not be done before due to August holidays Our main worry is that we share this with all our employees and then Google requests us to go back to the office and we cannot go through with the plan which will create discomfort with our agents
102
1
0
2
0
Google owned devices are used for production Webhelp owned PCs are used just for adminreportingmanagement
GOOGLE CLOUD
Gabriel Manzanera
RBA
0
GOOGLE OPERATING SYSTEMS
Nicolas Luque
Diagonal
283
Presented only to management Hold from GAM
283
10
0
2
1
Google owned devices are used for production Webhelp owned PCs are used just for adminreportingmanagement
GOOGLE PPS
Gabriel Manzanera
Diagonal
2
0
GORE
Alberto Laporta
Giorgia Salvini
Pamplona
1
12
No
Yes
1 Week office 1 week home
2
12
2
0
9
1
GUESS
Ines Owczarek
Hugo Sore
Ausias March
72
Yes
Suitable
Communicated to PM
We have 3 groups and we then do 1 week in 2 weeks home for each of the groups In Guess we have 45 FTEs and in the office we can have up to 15 Advisors at the same time which suits the rotation perfectly
4
11
4
6
35
16
7
65
1
HP Transactional
Column Fleming
Diagonal
4
71
71
0
1
0
7
HP Transactional
Column Fleming
Valencia
7
7
0
0
0
0
HP3D_Printing
Christina Muriel
NA
no equipment
HPE INSIDE SALES
Louise Van Wyk
Barcelona
71
Located in client office
0
0
0
4
HPI 3WW
Federico Muntildeoz
22
57
2
1
2
2
HPI End User Space Global
Andrea Pane
Diagonal
1
66
66
0
1
10
11
HPI End User Space PC
Jesus Gonzalez
Diagonal
4
127
127
0
3
8
9
HPI End User Space PC
Jesus Gonzalez
Valencia
9
9
0
1
0
0
HPI End User Space Print
Ross Ellis
Diagonal
54
54
0
0
5
4
HPI GSB DESIGNJET
Louise Van Wyk
RBA
2
19
3 groups of people one week on one week off
4
5
4
0
15
2
2
9
10
HPI GSB DESIGNJET
Louise Van Wyk
Valencia
1
0
0
1
0
HPI GSB INDIGO
Christina Muriel
HPI MIDMARKET AND CEP
Nasima Salimova
NA
4
NA
NA
NA
NA
NA
They are now
HPI STORE + HPI STORE PS
Shahed Saffari
Not Suitable - PCI
No
49
7
55
4
HPI SUPPLIES
Luisa Oralia Hernaacutendez
RBA
2
28
Yes
Yes
2 days in the office + 3 at home 2 rotation groups project manager in the office 4 days a week
Preferably 28 - Depending if we will be reallocated to another building
16 if all permanent seats are not possible - all agents have laptops so we will just need screens
0
Depending on regulations + I have 3 people on risk groups
26
0
0
0
28
HPI Telemarketing
Maria Martinez
Diagonal
9
0
0
0
3
resto del equipo estaacute con laptops del cliente pero con accesorios WH
HPI Telemarketing Madrid
Maria Martinez
Madrid
8
3
0
5
1
INBOUND PROJECTS
Monica Lopez
Diagonal
13
52
4
46
2
INDITEX
Natalia Loacutepez
Mediatic
305
123
9
197
10
Seasonality agents x - to confirm with Saulo
ISDIN
Monica Lopez
Diagonal
13
14
3
0
7
14
2
29
ISDIN
Monica Lopez
Diagonal
13
14
3
0
12
2
JDE
Christopher Harrison
Marina
55
No
Yes
CW 34
We will start with 1 week on 2 off and then look to move to 1 on 1 off 3 groups then 2
9
24
3
3
48
1
51
3
LA CAIXA
Monica Lopez
Diagonal
13
11
8
3
LASTMINUTE
Fernando Peacuterez
0
0
0
3
0
in process to send it back to office since project is suspended due to pandemic The rest of pcs have been sent back
LEIA
Anastasia Kozlova
Diagonal
339
2182020 to staffwaiting for approbal from Global to communicate to agents
144 iMacs
6
271
6
LEVIS
Gloria Garcia
mediatic
42
28
4
27
5
LG
Fernando Peacuterez
62
most part of LGs project is handled with LGs computers
LUKE
Duane Kennelly
Diagonal
709
2182020 to staffwaiting for approbal from Global to communicate to agents
5 PCs - 9 iMacs
5
2 PCs - 693 iMacs
2
MAMMUT
Alberto Laporta
Giorgia Salvini
Pamplona
1
5
No
Yes
1 Week office 1 week home
0
3
7
1
0
3
1
MANGO
Gladys Pages
Mogravenica Logravepez
333
70
187
78
Info given by Manal Ehsan
MARKEM IMAJE
Denisz Tulajdon
Ausias March
8
No
Yes
one week in one week at home
1
1
1
5
2
3
0
5
1
MICHAEL_KORS
Ines Owczarek
Mediatic
14
Not suitable - PCI
No
13
2
1
0
for TL and PM we needed to duplicate as they need to have PCI and non PCI environment
Musement
Ines Owczarek
Ausias March
3
13
Suitable
No
1
0
10
2
PEPE JEANS
Monica Lopez
Diagonal
13
15
0
0
15
0
PUMA
Alberto Laporta
Pamplona
1
52
10
1
38
11
ROCA (se incluye en Inbound Projects)
Monica Lopez
-
-
-
RUCKUS
Shahed Saffari
Ausias March
2
12
Yes
Not comunicated yet
2
2
8
0
SEAT
Claudia Vicente
Mas Blau
1
27
Jul-20
1
2
21
3
SPORTIUM
Ines Owczarek
CU Inhouse
I
36
Not suitable - Inhouse
No
36
-
-
-
-
Client equipment
TOUS
Monica Lopez
Diagonal
13
25
7
1
15
0
TP VISION
Lydia Peitx
Barcelona
1
1
TP VISION
Lydia Peitx
Benalmaacutedena
61
Not suitable
No
0907 move back to office pending on IT Networking team
53
8
UPFIELD
Ines Owczarek
Ausias March
15
2
0
14
1
2 pc are set up already at the office
VAESA
Claudia Vicente
Mas Blau
1
70
Jul-20
4
1
52
13
WALLAPOP
Monica Lopez
Diagonal
13
75
17
43
3
SIGNIFY - Puerto Rico
Christian Kohl
San Juan
Yes
Possible
Probably weekybi-weekly rotation
67
3
30
30
17
43
3
Back Market PR
Christian Kohl
San Juan
8
Yes up to 12
YES
No
0
3
0
12
0
17
43
3
FESTO
Louise Van Wyk
TBD
NEW
As it is a new project we would prefer to start with everyone in the office for the ramp-up phase Once they are ramped up we can move to hybrid model
11
0
11
0
0
17
43
3
HPE Edenred
Louise Van Wyk
Diagonal
No
Yes
As it is a small team rotation dos not make sense as they will be alone in the office Our idea is to have all 4 of them in the office 3 days per week
0
4
0
0
4
17
43
3
REFID
PRE-IMPLEMENTATION
MITIGATIONS WARNINGS REMEDIES
POST-IMPLEMENTATION
Date
RISK - Category
RISK DESCRIPTION
RISK IMPACT
RISK SEVERITY
RISK LIKELIHOOD
RISK LEVEL
MITIGATION
RESPONSIBLE
STAUS
Date
RISK SEVERITY
RISK LIKELIHOOD
RISK LEVEL
ACCEPTABLE TO PROCEED
1
Yes
1 low - 10 high
1 low - 10 high
1 low - 10 high
1 low - 10 high
YES NO
2
No
1
72220
Connectivity
ISP connectivity from employee to Avaya There are ISP they do not give bandwidth or protocoll for VoIPSIP Thus user cannot do phone calls over Avaya Red or similar solution
Voice quality very bad or cannot place or recieve calls
9
3
27
4G Router solves quality issues
IT
Ongoing
3
2
72220
Connectivity
ISP may change their TampC for privatconsumer services
current connection from employee are for consumer and not for commercial used ISP may change their TampC as agent will used it for commercialprofessional purposes
8
5
40
This is not happening at the moment but can at any given time most like when this situation is over
TBD
Open
4
3
8420
People
People visiting countries are confined for x days
We people visiting their home countries and they are locked down for 1-2 weeks before they can go out They are working this lock down in their country and after they spent their x daysweeks of vacation
5
10
50
HR
Open
5
4
6
5
7
6
8
7
9
8
10
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
Action Log
ID
Topic
Discussion Point
Action Point
Entry Date
Owner
Due Date Review Date
Status
Updates
1
Define a guide for Managers to assess feasibility to deploy hybrid model
7-Jul-20
Done
2
Invetory
7-Jul-20
Jerome Adrian Pablo
31-Jul-20
Ongoing
Projects Reported Inventory Big discrepancy between Inventory DB and report Pablo analysing discrepancy29720 250 PC + 100 Laptops to check fix workspaces of Mango and Inditex
Closed
3
Order equipment
1-Aug-20
Pablo
TBD
Not started
Order missing or replace aged equipment
Pending
4
Floor plan Desing
7-Jul-20
Marga
31-Jul-20
Ongoing
Sample of Diagonal 4th floor in this doc
Overdue
5
Security - Virtual desktop
7-Jul-20
Daniel Pablo
TBD
Ongoing
Investigating
6
Work contract
29-Jun-20
Ingrind
TBD
Ongoing
Answers received and compiled by Ingrid
7
Guidlines for review and approval
Google Con Ops send draft for revision and validation
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
73
74
75
76
Project Plan
NO
ID
Task
Responsible
Start
End
Status
22-Jun
29-Jun
6-Jul
13-Jul
20-Jul
27-Jul
3-Aug
10-Aug
17-Aug
24-Aug
31-Aug
7-Sep
14-Sep
21-Sep
28-Sep
5-Oct
12-Oct
19-Oct
26-Oct
2-Nov
9-Nov
16-Nov
23-Nov
30-Nov
7-Dec
14-Dec
21-Dec
28-Dec
4-Jan
11-Jan
18-Jan
25-Jan
1-Feb
8-Feb
15-Feb
22-Feb
1-Mar
8-Mar
15-Mar
22-Mar
29-Mar
5-Apr
12-Apr
19-Apr
26-Apr
3-May
10-May
17-May
24-May
31-May
7-Jun
14-Jun
21-Jun
1)
Contract amp Legal
Contractual amp Legal
11
Between Webhelp and Customer
Overdue
111
Revision of contracts between Webhelp and Customers
Account Manager Program manager
112
Standard addendum
Jordi Tomas Procurement
12
Between Webhelp and Providers
Overdue
121
Internet Service Providers
TBC
122
Shipping courrier services
Jordi Tomas
13
Between Webhelp and Employee
Overdue
131
Renewal or change of contract
25
Ingrid Castillo
28-Jun-20
1-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
132
Working from home outside Spain conditions
10
Ingrid Castillo
28-Jun-20
1-Oct-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
Milestone Contract amp Legal
Overdue
2)
IT Infrastructure
IT Infrastructure
21
Revision connectivity to office
70
29-Jun-20
31-Jul-20
Overdue
-1
-1
-1
-1
-1
211
Data office infrastructure
70
IT
29-Jun-20
31-Jul-20
Overdue
-1
-1
-1
-1
-1
212
Voice office infrastructure
70
IT
29-Jun-20
31-Jul-20
Overdue
-1
-1
-1
-1
-1
213
Office hardware equipment
70
IT
29-Jun-20
31-Jul-20
Overdue
-1
-1
-1
-1
-1
214
Licencenses
70
IT
29-Jun-20
31-Jul-20
Overdue
22
Hardware
5
6-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
221
Home Office Equipment
5
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
2211
PC wifi or Laptop
10
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
2212
Keyboard Mouse
10
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
2213
2nd Screen
10
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
222
Office Equipment
5
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
2221
PC wifi or Laptop
10
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
2222
Keyboard Mouse
10
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
2223
2nd Screen
10
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
223
Maintenance and support of Home office IT equipment
5
IT
6-Jul-20
2-Oct-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
2231
Sparepart replacement
5
IT
20-Jul-20
2-Oct-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
2232
Connectivity to office
5
IT
20-Jul-20
31-Jul-20
Overdue
-1
-1
2233
Firewall
5
IT
6-Jul-20
31-Jul-20
Overdue
-1
-1
-1
-1
2234
VPN
5
IT
6-Jul-20
31-Jul-20
Overdue
-1
-1
-1
-1
2235
Cloudbased storage solution - OneDrive
5
IT
6-Jul-20
31-Jul-20
Overdue
-1
-1
-1
-1
2236
Indvidual Virtual Desktop Solution for Webhelp Managed Equipment
5
IT
6-Jul-20
31-Jul-20
Overdue
-1
-1
-1
-1
2237
BCP - Plan
5
IT
6-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
2238
Internal User Help Desk
5
IT
6-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
2239
Field Tec Support
5
IT
6-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
Overdue
Overdue
Overdue
Milestone IT Infrastructure
Overdue
3)
IT Security
IT Security
31
Collection of Project Security Requirements
15
IT Security
15-Jul-20
31-Jul-20
Overdue
-1
-1
32
Categorization in security levels
0
IT Security
1-Aug-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
33
Indvidual Virtual Desktop Solution for Webhelp Managed Equipment
15
IT Security
1-Aug-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
34
Approval process for home office solution
0
IT Security
1-Sep-20
30-Sep-20
Overdue
-1
-1
-1
-1
Overdue
Overdue
Milestone IT Security
Overdue
4)
Facilities
Facilities
41
Office
25
Facilities
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
42
Planing for max capacity
25
Facilities
1-Jul-20
15-Jul-20
Overdue
-1
-1
43
New home feeling or trendy office design
0
Facilities
15-Sep-20
30-Sep-20
Overdue
-1
-1
44
Hot desk solution
0
Facilities
1-Aug-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
46
Office Furniture for home office
0
Facilities
1-Jul-20
31-Jul-20
Overdue
-1
-1
-1
-1
461
Chair
50
Facilities
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
462
Table
50
Facilities
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
48
Milestone Facilities
Overdue
5)
People Management
People Management
51
HR
5
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
511
Legal revision on existing work contracts
20
Ingrid
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
512
New contracts
0
Ingrid
1-Sep-20
30-Sep-20
Overdue
-1
-1
-1
-1
513
Briefing of HR
Overdue
514
Work contracts
Overdue
52
Project Management
30
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
521
Framework office guidelines
5
PM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
522
Framework office guidelines
30
PM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
523
Productivity and service fullfillment
30
PM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
524
Feasibility and validation if a project can be hybrid
30
PM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
525
Corrective performance mangement
30
PM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
526
Guidelines working un the office (70 work + 30 Socialtraining)
30
PM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
526
Hybrid present and virtual meeting
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
527
Reenforce team events
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
528
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
53
Workforce Management
10
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
531
Planining between home and office
10
PMWFM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
532
Different shrinkage factors between office and home office
10
PMWFM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
533
Service coverage
10
PMWFM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
534
Realtime management
10
PMWFM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
54
Training
Overdue
541
Hybrid Training Classroom and Virtualroom
Overdue
542
Selfguided Training
Overdue
543
Webinars
Overdue
55
Communication
Overdue
551
Extra push to Wise
Overdue
552
Focus activities to include people at homeremote
553
TGIF sessions
Overdue
554
Communcation of the new Model to Managers
555
Communcation of the new Model to Customer
Milestone People Management
Overdue
6
IT Security
Communication
61
Communication to Progamm Manager and Owners
100
Jerome Derramond
1-Jul-20
15-Jul-20
Done
1
1
62
Communication to frontline managers and employees
25
IT Security
15-Jul-20
31-Aug-20
Overdue
-1
-1
-1
-1
-1
-1
0
Overdue
Overdue
Overdue
Overdue
Milestone IT Security
Overdue
Topic
Status Comment
Target Date
Engage with IT and understand that solution deployed for Hybrid
Setting up meeting with CTO and IT Service Manager
Ask IT on the HW statyus Hot desk
Floor ready for Hybrid ( IT + Facilities)
In touch with facilities team to get capacity per office
Contract Situation for the new functions
Engaged with HR Head of HR Admin is collecting and cosolidating information
Present to managers
Preparing points and expectations to communicate
Managers to prepare the list of function (Home Hybrid office)
Project Card work in progress
Managers to prepare schedule taking into consideration Hybrid
Implementation Dashboard
Milestone
Start
End
Status
Progress
Key Focus for the Week
Start
End
Status
Owner
100
Copyright copy 2020 All rights reserved 6
PLANIFICACIOacuteN ndashTIMELINE DE ACCIONES MESES POSTERIORES
Comunicaciones
Engagement empleados
Abril
Planificacioacuten regreso a oficinas
Mayo Junio Julio Agosto Septiembre
Engagement clientes
bull Encuesta sobre el teletrabajo para los
empleados de Webhelp Espantildea
bull Encuesta de satisfaccioacuten con la gestioacuten durante el COVID-19 a todos los empleados del Grupo
bull Reuniones de emergencia con los clientes para revisar budget staffing acuerdos contractuales etc
bull Reuniones con los clientes para coordinar la vuelta a la oficina
bull Encuesta anual de satisfaccioacuten de clientes con preguntas especiacuteficas sobre COVID-19
bull Definicioacuten del modelo hiacutebrido de trabajo Entrevistas por todo el Grupo
bull Apertura generalizada de oficinas (otras sedes)
Definicioacuten y adecuacioacuten de los distintos protocolos
bull Cambios de poliacutetica de viajes y de reuniones
bull Actualizaciones de los protocolos del grupobull Consejos de prevencioacuten (emails y carteleriacutea) Lavado de manos uso de gel hidroalcohoacutelico rdquoWebhelp Hellordquo saludos alternativos coacutemo actuar en caso de tener siacutentomas tips para limitar la transmisioacuten del virus consejos para un mejor uso de las mascarillas tips para los que llevan gafas y mascarillas consejos para guardar las mascarillashellipbull Comunicaciones semanales de Direccioacuten a toda la plantilla de empleadosbullDiarios de Cuarentena- Paacutegina especial en la intranet corporativa para compartir fotos y viacutedeos de coacutemo los empleados viven el confinamientobull Strongertogether - Campantildea de actividades diarias en Instagram Stories en su mayoriacutea realizadas por empleados para hacer el confinamiento maacutes ameno a otros Webhelpersbull Campantildea Haacutebitos Saludables Webhealth Nutricioacuten durante el confinamiento tips de mindfulness ejercicios en casa fitness challengehellip
Copyright copy 2020 All rights reserved 7
GARANTIZANDO LA ENTREGA DEL SERVICIO ndashPROTOCOLOS
Consolidacioacuten de oficinasTodos los edificios principales de Barcelona fueron cerrados a excepcioacuten de algunas plantas del edificio principal de Diagonal
Retorno a la oficinaInstrucciones especiacuteficas para los empleados que se encontraban enfermos o de vacaciones en el inicio del confinamiento
Poliacuteticas de prohibicioacuten de viajesInstrucciones sobre la prohibicioacuten de viajar para los paiacuteses afectados y para quienes viajaron alliacute recientemente
Empleados que siguieron trabajando en la oficinaInstrucciones para aquellos empleados que no pudieron trabajar en casa (por no tener espacio o conectividad informaacutetica)
Procedimiento para el trabajo desde casaUn documento obligatorio que tuvieron que firmar todos los empleados que trabajaraacuten desde casa
Revisioacuten del contrato de clientesRevisioacuten del contrato para comprobar la Claacuteusula de Fuerza Mayor Acontecimientos imprevistos
Formulario de declaracioacuten de salud del visitanteEn caso de visitas externas a nuestro edificio
Debido a la naturaleza especiacutefica del Desastre COVID-19 se crearon protocolos y procedimientos corporativos para todos los empleados de la
empresa asegurando que la seguridad de los empleados esteacute garantizada y que los negocios puedan avanzar de acuerdo con la ley La mayoriacutea de ellos
son documentos obligatorios debido a la declaracioacuten del estado de emergencia en Espantildea
Copyright copy 2020 All rights reserved 8
GARANTIZANDO LA ENTREGA DEL SERVICIO ndashIT
Configuracioacuten gradual de maacutes de 3500 estaciones de trabajo
(primer piloto del 10 despueacutes del eacutexito implementacioacuten
completa)
Instrucciones operativas para configurar Avaya One X y Cisco
VPN
Revisioacuten del nuacutemero de licencias adquiridas
Anaacutelisis de riesgo de Seguridad
Trabajo en la solucioacuten VDI de Microsoft Azure para estar listo
en caso de que los proveedores no entregaran ninguacuten equipo
nuevo
Debido a la raacutepida expansioacuten del COVID19 en Espantildea y a los rumores
sobre un posible confinamiento por parte del gobierno el piloto inicial
definido en el plan del proyecto no se pudo realizar por lo que el equipo
BCP decidioacute realizar un despliegue completo en su lugar
Planificacioacuten y roadmap de la implementacioacuten Despliegue
Inicio de la configuracioacuten
de los Perfiles VPN para
todos los proyectos El
equipo de IT configuroacute
manualmente todas las
estaciones de trabajo
(alrededor de 3500) El
equipo de BCP decidiriacutea
coacutemo enviar a casa a
todos los empleados
Comenzamos a
enviar a casa a todos
los empleados
Ya un 56 de los
empleados comenzaba la
semana laboral en casa
Monitoreo constante del
uso de la conexioacuten VPN y
el uso de la CPU e
informe a los miembros
del equipo BCP
Tickettool bajo entorno seguro
de nuevo
Hitos clave del despliegue
10 MARZO
13 MARZO
16 MARZO
23 MARZO
Project plan
inicial para la
configuracioacuten de
las estaciones
de trabajo
Organizacioacuten del soporte remoto
Procedimiento para controlar
las estaciones de trabajo
reales en casa
Creacioacuten del archivo de control de preparacioacuten de IT HBE para
rastrear a los usuarios y equipos listos para trabajar desde casa
Las operaciones tuvieron que informar a TI sobre el personal que
trabajaba desde casa
Creacioacuten de la liacutenea de soporte telefoacutenico remoto
URL puacuteblica temporal de Tickettool y cuentas
administrativas locales para acelerar la instalacioacuten del
software requerido
A
Copyright copy 2020 All rights reserved 9
GARANTIZANDO LA ENTREGA DEL SERVICIO ndashRELACIOacuteN CON EL CLIENTE
Webhelp notificoacute a sus clientes sobre la implementacioacuten del BCP
Algunos clientes apoyaron los proyectos enviando laptops a sus agentes
Webhelp dando soporte a las tareas relacionadas con el proyecto (por ejemplo
escaladas cambio de procedimientos)
Desactivacioacuten de algunos canales de contacto como Phone y Chat
Implementacioacuten de nuevos proyectos de forma remota
Plan de formacioacuten inicial y onboarding para nuevo proyecto (170 agentes) de forma
remota
bull Programas con protocolos de seguridad especiacuteficos (por ejemplo PCI y poliacuteticas de
seguridad propiedad del cliente)
bull Programas que trabajan con herramientas propiedad del cliente
bull Clientes afectados internamente por la Declaracioacuten de Estado de Emergencia
espantildeola
bull Implementacioacuten de nuevos programas durante el COVID19
Desafiacuteos
Acciones
Ejemplo de colaboracioacuten con uno de los clientes
maacutes antiguos
Copyright copy 2020 All rights reserved 10
GARANTIZANDO LA ENTREGA DEL SERVICIO ndashOPERACIONES Y PERSONAL
Microsoft Teams Talent Train Para la comunicacioacuten interna en los programas (Managers y agentes) Reuniones de equipo formaciones y seguimientos y gestioacuten de los
programas Control interno para la logiacutestica y control de los dispositivos que se
encuentran actualmente en casa Formaciones online a traveacutes de Talent Train
Grupo de Whatsapp de Managers Directores Con el fin de brindar un mejor soporte y un tiempo de respuesta maacutes
raacutepido se creoacute un Grupo de WhatsApp para Managers Directores
WISE Intranet de la empresa para anuncios e instrucciones corporativos Encuesta para evaluar las condiciones de seguridad y salud al
realizar el trabajo desde casa
Foco en las prioridades Asegurar que los agentes tengan conectividad y acceso Garantizar la comunicacioacuten regular con todos los Webhelpers Reforzar la estructura de WFM (monitoreo en tiempo real etc) Entrega de material en base a resultados de encuestas peticiones
etc
Formacioacuten La puesta en marcha de una cuenta grande coincide
con el estado de emergencia iquestCoacutemo pueden impartir formacioacuten antes de la puesta en marcha
iquestCoacutemo garantizaremos la formacioacuten continua
Comunicacioacuten Coacutemo se comunicaraacuten los Managers entre siacute coacutemo se
tomaraacuten las decisiones y coacutemo se les informaraacute Coacutemo se comunicaraacuten los equipos entre siacute
Entorno de trabajo iquestCoacutemo se asegura la empresa de que los empleados
tengan el entorno laboral adecuado en casa
Performance y Calidad iquestCoacutemo podraacuten Team Managers y los Supervisores
gestionar sus equipos de forma remota iquestCoacutemo pueden controlar el desempentildeo de sus
agentes iquestCoacutemo se motivaraacute a los agentes
Desafiacuteos Acciones
Copyright copy 2020 All rights reserved 11
CUIDADO DE NUESTROS WEBHELPERS
Mails semanales de nuestra Presidenta
Todos los lunes nuestra presidenta enviacutea un email con actualizaciones sobre nuestras actividades y palabras de aliento
StrongerTogether Campantildea de Instagram
Protocolos de vuelta a la oficina
Video con las medidas de seguridad posters infografiacutea enviada por mail recordatorios por mail y RRSS
Testimonios en video
Primeras impresiones de los compantildeeros que fueron regresando a las oficinas
Consejos de salud
Emails de WebHEALTHenviados dos veces por semana Actividades especiales por el diacutea mundial del Yoga
Se creoacute un video recap de todas las actividades que compartimos durante el confinamiento en webhelpspain y strongertogether
Copyright copy 2020 All rights reserved 12
CUIDADO DE NUESTROS WEBHELPERS ndashACTIVIDADES EN CASA
Actividades
Club del libro
Trabajando con mascotas
Reuniones virtuales
Recetas de cocina
Juegos
Copyright copy 2020 All rights reserved
CUIDADO DE NUESTROS WEBHELPERS
Plan de comunicaciones durante la crisis del COVID-19
Nuestro Departamento de Comunicacioacuten establecioacute la tipologiacutea y frecuencia de las comunicaciones internas en estrecha colaboracioacuten con los headquarters del Grupo compartiendo materiales y contenidos para su aplicacioacuten en otras regiones
13
Copyright copy 2020 All rights reserved
CUIDADO DE NUESTROS WEBHELPERS
Regalo de agradecimiento a todos los Webhelpers en Espantildea
Todos nuestros empleados recibieron un detalle en sus casas y oficinas para agradecerles por su compromiso y trabajo duro porque juntos logramos la milla extra
Estos son algunos de los mensajes de agradecimiento que compartieron con nosotros
14
Formacioacuten
Copyright copy 2020 All rights reserved 15
CUIDADO DE NUESTROS WEBHELPERS ndashSOPORTE CORPORATIVO
bull Comunicacioacuten de formaciones online
bull Formacioacuten y Coaching virtual
bull Microsoft Teams
bull Formaciones online PIMEC
bull Mejores praacutecticas de coacutemo trabajar desde casa (preparadas por uno de los
proyectos que ya trabajaba en casa anteriormente)
bull Material de formacioacuten del Centro of Excelencia de Webhelp incluyendo
bull Problemas teacutecnicos coacutemo restablecer mis contrasentildeas la clave para el
uso de Avaya desde Pc menuacute desplegable de VPN etc
bull Gestioacuten de equipo coacutemo hacer una sesioacuten 1 a 1 de forma remota
coacutemo mantener los liacutemites del equipo etc
bull Actitudes especiacuteficas para el trabajo desde casa lo que se debe y no
se debe hacer
Salud
bull Actualizaciones de protocolo para viajar en zonas afectadas o cuando se
regresara recientemente de una de las zonas afectadas (por ejemplo Italia)
bull Aplicacioacuten meacutedica para consultas privadas por teleacutefono
bull Protocolo sobre coacutemo tratar de forma general el COVID19
bull El protocolo actualiza coacutemo comportarse en caso de que los empleados
tuvieran siacutentomas
bull Ademaacutes se envioacute una encuesta de evaluacioacuten del Ministerio del Interior a los
gerentes y al personal para evaluar sus condiciones laborales actuales en el
hogar
Copyright copy 2020 All rights reserved 16
CUIDADO DE NUESTROS WEBHELPERS ndashACTIVIDADES EN CASA
Actividades
Club del libro
Trabajando con mascotas
Reuniones virtuales
Recetas de cocina
Juegos
Copyright copy 2020 All rights reserved 17
CUIDADO DE NUESTROS WEBHELPERS ndashRESULTADOS
Resultados de la encuesta especiacutefica sobre teletrabajo
En el mes de mayo realizamos a nuestros Webhelpers en Espantildea una encuesta para saber el grado de satisfaccioacuten con la transicioacuten al teletrabajo Un 73 de los encuestados no habiacutea realizado nunca teletrabajo antes de la crisis
90
SE SENTIacuteAN MOTIVADOS
TRABAJANDO DESDE CASA
86
SATIFACCIOacuteN CON EL EQUILIBRIO ENTRE EL TELETRABAJO Y VIDA
FAMILIAR
88
SATISFACCIOacuteN CON LA RESPUESTA DE WEBHELP ANTE LA
CRISIS
94
SE SENTIacuteAN SEGUROS DE PODER HACER SU TRABAJO DE FORMA
REMOTA
Un 65 de los empleados indicaron que no tuvieron problemas teacutecnicos durante el confinamiento
Un 44 de los empleados indicaron que no tuvieron grandes desafiacuteos a la hora de teletrabajar De los que siacute tuvieron un 21 indicaron problemas de conectividad
Un 80 de los empleados consideraron uacutetiles los consejos sobre teletrabajo enviados regularmente
La satisfaccioacuten global con el teletrabajo durante el confinamiento fue del 88
30NPS
El NPS en la uacuteltima encuesta de empleados
2019 fue de -140 ndash no lo recomendariacutea en absoluto
10 ndash lo recomendariacutea
totalmente
Copyright copy 2020 All rights reserved 18
CUIDADO DE NUESTROS WEBHELPERS ndashRESULTADOS
Resultados de la encuesta global de Webhelp sobre COVID-19
En el mes de junio todas las regiones de Webhelp completamos una encuesta complementaria a la anterior donde se analizaba la situacioacuten del teletrabajo y se preguntaba ademaacutes por futuras preferencias de jornada
Copyright copy 2020 All rights reserved 19
CUIDADO DE NUESTROS WEBHELPERS ndashRESULTADOS
Resultados de la encuesta global de Webhelp sobre COVID-19
Pmd llamadas contestadasSep amp Oct 2019 (antes de peakseason)
Niveles de servicio
Copyright copy 2020 All rights reserved 21
SERVICIO ndashANAacuteLISIS DE DATOS
Calidad
Muestreo de 18 de nuestros proyectos que usan la
herramienta de monitorizacioacuten corporativa
Si bien durante la crisis el volumen de escuchas
descendioacute a niveles similares de periodos de peak
season la calidad se mantuvo
Copyright copy 2020 All rights reserved 22
SERVICIO ndashFEEDBACK DE CLIENTES
ldquoThank you for sharing the informationWe are glad that current measures taken areworking out so far and there are nointerruptions of service for PUMA customersChallenges will remain to ensure efficiencyand quality ndash with the high dedication of thesupervisors and project management Irsquomconfident that we can jointly manage thesituationrdquo
ldquoFirstly a very large round of applause andwell done from our JDE UK Leadership interms of the amazing turnaround in gettingall Agents set up to work from home at thatshort notice and ensuring continuity ofCustomer Service to our UK amp Irelandconsumers 128522128522rdquo
Nuestros clientes quedaronsatisfechos con laimplementacioacuten de las medidas laimplicacioacuten colaboracioacuten de todoslos empleados y los resultadosobtenidos A continuacioacuten algunosde los comentarios recibidos
ldquoWell done and ldquothank yourdquo to you and all ofthe Webhelp team in regard to thepreparations for home working It was a hugejob with little impact to us I spoke with Marcyesterday and he said that people in the teamswere mostly positive and super helpful I thinkI understand more that most people the effortsinvolved in making this happen so I am sopleased wi2th the reaction and actions fromyou and the teamrdquo
Otros comentarios positivos recibidos de los siguientes clientes
bull Satisfecho con la raacutepida respuesta deWebhelp
bull Satisfecho de poder mantener lasoperaciones en curso
bull Mostrando apoyo al BCPbull Satisfecho con la colaboracioacuten con todos
los departamentos e IT
Copyright copy 2020 All rights reserved 23
SERVICIO ndashRESULTADOS
A nivel de grupo el grado medio desatisfaccioacuten de nuestros clientes ha subido5 puntos con respecto a la anteriorencuesta (Q4 2019) En la regioacuten deEspantildea la satisfaccioacuten general es algoinferior a la del grupo (81) pero encambio la satisfaccioacuten con la gestioacuten delCOVID-19 es superior (88 comparado con83)
Copyright copy 2020 All rights reserved 24
PLAN DE REGRESO
Desde el momento en que nos confinaron estamos trabajando en disentildear una vuelta a las oficinas que respeten las
medidas necesarias de distanciamiento social higiene y seguridad Nuestro equipo multidepartamental realiza reuniones
semanales de seguimiento para ver que las oficinas los proyectos y los empleados estaacuten preparados para este regreso
escalonado Hemos combinado este regreso a la oficina junto con nuestro nuevo modelo de trabajo hiacutebrido
Nuestro edificio de Diagonal ha sido certificado como ldquoGlobal Safe Siterdquo
Project Plan de regreso a la oficina en modelo hiacutebrido
33
77164 280
356
33103
267
432 391434
10
96
268
281 202
243
66
245
856
1218 1188
1366
0
200
400
600
800
1000
1200
1400
1600
0
200
400
600
800
1000
1200
1400
1600
1800
April May June July August September
Tota
l acu
mul
ado
Axis Title
Personal trabajando en la oficina
22 Ausias March Malaga Diagonal Valencia Mas Blau
Mediattic Pamplona Roc Boronat Santa Luciacutea Total
Debido a las uacuteltimas medidas establecidas por el Gobierno actualmente estamos volviendo a fomentar el teletrabajo ante un modelo hiacutebrido
Antes de la crisis del COVID-19 nuestro modelo de trabajo era un 90 en la oficina y un 10 de empleados en casa Tras implementar el modelo de teletrabajo y analizar resultados de la operacioacuten y predisposicioacuten y apetencia tanto de clientes como de empleados estamos trabajando en la implantacioacuten de un modelo hiacutebrido de teletrabajo que combina LO MEJOR DE LOS DOS MUNDOS
Copyright copy 2020 All right reserved 25
Flexibilidad para la gentebull Dar flexibilidad a nuestros Webhelpers y ofrecer una mejor propuesta de valor para los
empleadosbull De base voluntariabull El regreso a la oficina es posible si no se dan las condiciones en casa o hay fatiga
Mitigar los Riesgos operacionales
bull La elegibilidad para el teletrabajo se basa en el desempentildeo bull Hay poliacuteticas de retorno a la oficina en caso de empeoramiento del desempentildeo
Dinaacutemica de ventasbull Asegurar una fuerte dinaacutemica de ventas y un ambiente impulsado por el hecho de estar en la
oficina cuando los equipos estaacuten onsitebull Organizar animaciones desafiacuteos onsite aprovechando la dinaacutemica de grupo
Espiacuteritu de equipo y engagement
bull Desarrollo del espiacuteritu de equipo y asegurar la conexioacuten a traveacutes de eventos sociales animaciones onsite y proximidad
bull Fortalecer el sentido de pertenencia a Webhelp y las marcas que representamos
MIRANDO AL FUTURO ndashMODELO HIacuteBRIDO
Copyright copy 2020 All right reserved 26
Mejora operacional Continuidad de negocio
El modelo hiacutebrido puedebull Ampliar el pool de talento extendiendo su
cobertura geograacuteficabull Atraer nueos perfiles de candidatos (para
quienes la configuracioacuten in situ exclusiva no es compatible con las limitaciones personales)
bull Atraer nuevo talento con skills especiacuteficos o superiores
Atraccioacuten de talento
bull Los desplazamientos generan hasta el 32 de las emisiones de carbono totales de Webhelp
bull Al reducir los desplazamientos trabajar desde casa puede reducir nuestro impacto en el medio ambiente y por tanto en la huella de carbono general de nuestro cliente
Reduccioacuten de emisiones de carbono
Ponemos a nuestro cliente en nuestro corazoacuten Ponemos los mejores intereses
de nuestros clientes en el corazoacuten asiacute es como hacemos un esfuerzo adicional
bull El modelo hiacutebrido incluye un BCP incorporado lo que garantiza la continuidad de las operaciones sin problemas de nuestro cliente en un contexto de crisis
bull Mejor desempentildeo general Disminuyendo la rotacioacuten voluntaria y reteniendo
la experiencia y los skills Incrementando la retencioacuten de los top
performers
Mayor flexibilidadbull El modelo hiacutebrido puede aumentar la flexibilidad
en la prestacioacuten de nuestro servicio aprovechando la optimizacioacuten de WFM habilitada por la flexibilidad del trabajo en casa (por ejemplo turnos divididos) para una mejor adherencia a la curva de demanda
La implementacioacuten del modelo hiacutebrido tiene pocas interrupciones en comparacioacuten con el modelo completo en el sitio lo que limita el riesgo para nuestros clientes
Valor para nuestros clientes1
MIRANDO AL FUTURO ndashMODELO HIacuteBRIDO
Copyright copy 2020 All right reserved 27
En una encuesta interna realizada en 11 paiacuteses en mayo 2020 los agentes indicaron que prefeririacutean trabajar
En un modelo hiacutebrido
Onsite solamente
En casa solamente
67
23
10
Motivaciones para trabajar desde casa
Menos transporte
Mejor entorno de trabajo
Maacutes flexibilidad para una mejor conciliacioacuten
bull Menos coste
bull Menos tiempo
bull Menos fatiga
bull Entorno menos estresante
bull Menos fatiga debido al ruido
bull Comer en casa
bull Capacidad para manejar las limitaciones personales (nintildeos a la escuela tiempo en familia etc)
Valor para nuestros empleados2
MIRANDO AL FUTURO ndashMODELO HIacuteBRIDO
Copyright copy 2020 All right reserved 28
APRENDIZAJES
Alto compromiso y participacioacuten de todos los
empleados de Webhelp
Alto compromiso del equipo de IT (exceso de trabajo durante el fin de semana
anterior a la implementacioacuten completa)
Alta colaboracioacuten compromiso y apoyo de todos los programas (de Managers y
agentes) Uno de los programas incluso creoacute una instruccioacuten en video para sus
agentes sobre coacutemo instalar VPN y Softphone
Fomento tambieacuten a traveacutes de mensajes de motivacioacuten de la presidenta Helena
Guardans y el director general Julio Joliacuten
Asegurar la continuidad del negocio
Webhelp pudo cambiar de una estructura basada en la oficina a una basada en
el teletrabajo (de un 90 - 10 a un 10 -90) en menos de una semana
Por lo tanto pudo minimizar el impacto sobre el personal y la prestacioacuten de
servicios
Webhelp fue capaz de proteger y reforzar la reputacioacuten y la imagen corporativa
Reduccioacuten del impacto financiero
Reduccioacuten del absentismo durante las 2 primeras semanas de despliegue
Invertir y adaptarnos a nuevas tecnologiacuteas
Durante los uacuteltimos antildeos Webhelp se ha centrado en la Innovacioacuten para adaptarse
a las nuevas tecnologiacuteas como
bull Cambio a Microsoft Office 365bull Cambio de servicio telefoacutenico a Avaya Red Avaya One X habilitando la
posibilidad de estar conectado en casa fuera de las oficinas principales detrabajo
bull Dashboards Informes a traveacutes de Tableau y SQL Server accesibles a traveacutes devarios dispositivos (incluido el moacutevil)
bull Automatizacioacuten de contactos mediante IVR Machine Learning y Bots
Partnership y recomendacioacuten de nuestros clientes Los clientes y Webhelp reforzaron su soacutelida asociacioacuten colaborando entre siacute
en la situacioacuten de desastre Los clientes mostraron confianza y apoyo a nuestras decisiones y acciones Webhelp acordoacute con algunos de los clientes hacerse cargo tambieacuten de algunas
de las tareas diarias relevantes en las operaciones (generalmente escaladasadministradas por los clientes)
Contact Information
Marta Loacutepez
Business Development Director
MartaLopezwebhelpcom
Slide Number 1
Slide Number 2
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Slide Number 5
Slide Number 6
Slide Number 7
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Slide Number 18
Slide Number 19
Slide Number 20
Slide Number 21
Slide Number 22
Slide Number 23
Slide Number 24
Antes de la crisis del COVID-19 nuestro modelo de trabajo era un 90 en la oficina y un 10 de empleados en casa Tras implementar el modelo de teletrabajo y analizar resultados de la operacioacuten y predisposicioacuten y apetencia tanto de clientes como de empleados estamos trabajando en la implantacioacuten de un modelo hiacutebrido de teletrabajo que combina LO MEJOR DE LOS DOS MUNDOS
Slide Number 26
Slide Number 27
Slide Number 28
Slide Number 29
Week
Timeline
Project Implementation
SOW
Project Timeline
Recruitment
Training
IT amp Facilities
Reporting
Operations
Week1
ERRORREF
19
0
61
28
9
8
8
0
Week2
ERRORREF
23
0
61
28
9
9
8
0
Week3
ERRORREF
31
0
89
58
14
10
17
0
Week4
ERRORREF
34
0
92
60
14
22
17
0
Week5
ERRORREF
39
0
93
61
24
41
17
0
Week6
ERRORREF
0
0
0
0
0
0
0
0
Week7
ERRORREF
Week8
ERRORREF
Week9
ERRORREF
Week10
ERRORREF
Week11
ERRORREF
Week12
ERRORREF
Instructions
1 Ensure to copy formual from previous week into the current week
2 Ensure to copy data as real value before updating the plan (this way you will capture weekly progress)
Decision Log
ID
Topic
Description
Incorporate To E32169 Where actions are incorporated to eg Change Order SOW Playbook Process CIC etc
Entry Date
Taken by
Comments
1
2
3
4
5
6
7
8
9
10
IVR Setup Plan
Tower
Item
Start Date
End Date
Owner
Status
Remark
IVR Setup Plan
Define IVR Scope
Confirm voice requirement - Local Professional
ERRORREF
ERRORREF
ERRORREF
(1)
Confirm language requirement for each country
ERRORREF
ERRORREF
ERRORREF
(1)
Develop IVR Workflow
Develop IVR workflow for each country
ERRORREF
ERRORREF
WH
(1)
Client review and approval
ERRORREF
ERRORREF
Client
(1)
Develop IVR Script
Obtain existing script [If Available]
29-Jun
6-Jul
WH
(1)
Develop IVR script in each language
29-Jun
6-Jul
WH
(1)
Client review and approval
4-Jul
6-Jul
Client
(1)
Recording IVR
Obtain existing recording [If Available]
ERRORREF
ERRORREF
WH
(1)
Identify voice talent
ERRORREF
ERRORREF
WH
(1)
Record IVR in each language
ERRORREF
ERRORREF
WH
(1)
Client review and sign-off
ERRORREF
ERRORREF
Client
(1)
Configuration and Testing
IVR configuration to telephony system
ERRORREF
ERRORREF
WH
(1)
Testing and UAT
ERRORREF
ERRORREF
WH
(1)
Client review and sign-off
ERRORREF
ERRORREF
Client
(1)
Program Readiness Checklist
RESONSIBILITY
ACCOUNTABILITY
CONSULT
INFORM
Oracle
SBT
ActionsComment
Contractual
Resources Defined
ClientSBT AM
VP
VP
PMVLM
euro - 0
Levels Defined
SBT HR amp REC
SBT HR amp REC
VP
PM
euro - 0
Management Structure
SBT AMVP
SBT AM
VP
PM
euro - 0
Targets amp KPI Set
LynnPM
PM
VP
VLM
euro - 0
Program
Recruitment Process
PMO
REC
PM
VLM
euro - 0
RACI Frame work
PM
PM
VP
PMOVLM
euro - 0
Sales Engine
VLM
PM
VP
PM
euro - 0
10 week Plan
VLM
PM
VP
PM
euro - 0
Soft Metrics Defined
VLM
PM
VP
PM
euro - 0
Territory Allocated
VLM
PM
PM
PM
euro - 0
Territory in CRM
VLM
PM
PM
PM
euro - 0
Quarter Campaignpromotions
VLM
PM
PM
PM
euro - 0
Rules of Engagement
PM
PM
VLM
PM
euro - 0
Playbook
PMO
PM
VLM
PMO
euro - 0
On-boarding Plan
VLMSBT Training
PM
PM
PM
euro - 0
Training amp Coaching Plan
VLM
PM
SBT Training
PM
euro - 0
QA
VLM
PM
SBT Training
PM
euro - 0
Communications
Organisation Structure
PM
PM
VP
VLM
euro - 0
ROB Country
VLM
PM
VP
PM
euro - 0
ROB Program
PM
PM
VP
VLM
euro - 0
ROB RHQ
PM
PM
VP
VLM
euro - 0
Communication Pack
PM
PM
VP
VLM
euro - 0
Reporting Established
PM
PM
VP
VLM
euro - 0
Reporting Calendar Agreed
PM
PM
VP
VLM
euro - 0
Management
Talent Assessment
VLM
PM
VP
PM
euro - 0
Job Descriptions
VLM
PM
VP
PM
euro - 0
Employee Readiness Check
VLM
PM
VP
PM
euro - 0
Individual Targets Set
VLM
PM
VP
PM
euro - 0
Funnel Validation
VLM
PM
VP
PM
euro - 0
Head Count Filled
VLM
PM
VP
PM
euro - 0
Comp Plan Issued
PM
PM
VP
VLM
euro - 0
Comp Plan Signed
PM
PM
VP
VLM
euro - 0
Welcome Pack
VLM
PM
VP
PM
euro - 0
Infocenter Access
VLM
PM
VP
PM
euro - 0
Sharepoint Access
VLM
PM
VP
PM
euro - 0
Agent
Readiness Training
VLM
PM
VP
PM
euro - 0
Red Carpet
VLM
PM
VP
PM
euro - 0
Call Plan
VLM
PM
VP
PM
euro - 0
Partner ProfiledAllocated
VLM
PM
VP
PM
euro - 0
Territory Plan
VLM
PM
VP
PM
euro - 0
Territory Visits
VLM
PM
VP
PM
euro - 0
Individual Development Plan
VLM
PM
VP
PM
euro - 0
Onboarding
1
-1
1
-1
Onboarding
IT set-up
Location
Wave
Training start
Language Supporting Country
Status
Name
Role
Type
Comment
Credentials
Training
Work place
IT equipment
Telephony equipment
Internet connectivity
C-User
SAP Email address
ERRORREF
Kuala Lumpur
IT and Telephony Action List
Tower
Item
Start Date
End Date
Owner
Status
Remark
Avaya amp Oceanan
Avaya and Oceana
Internet Conection
Obtain quoation from 2 providers
Local IT
1
Cost approval
Local IT
1
Internet Setup
Local IT
1
VPN
VPN Setup
LocalBCN IT
(1)
Testing
LocalBCN IT
(1)
Avaya Design
Technical Design
Global IT
1
Functional Design
LocalBCN IT
-
VLAN amp MPLS Setup
LocalBCN IT
(1)
Install configure and deploy Avaya server
Global IT
(1)
IVR
Global IT
(1)
Equipment Order amp Delivery
Obtain quotation
Local IT
1
Cost approval
Local IT
1
Order all necessary equipment
Local IT
1
Delivery and deployment
Local IT
(1)
Telephony Configuration (Avaya amp Oceana)
Configuration
Local IT
(1)
UAT (Call Inbound)
Local IT
(1)
UAT (Call Outbound)
Local IT
(1)
UAT (Oceana)
LocalGlobal IT
(1)
Telephony delivered
Local IT
(1)
Cisco (as a backup)
Cisco
Design amp Implementation
Routing design
LocalGlobal IT
(1)
Cisco line setup as backup option
LocalGlobal IT
(1)
(5)
Local DID for all Asia Countries
Cisco
DID Setup
Identify provider for all countries line
Local IT
-
Obtain quotation
Local IT
-
Cost approval
Local IT
(1)
Routing design
Local IT
-
DID setup
Local IT
(1)
DID testing amp UAT
LocalGlobal IT
(1)
Routing
Local IT
(1)
Final testing amp UAT
LocalGlobal IT
(1)
Key Reports
Item
Version
Completion
Updates
Target Date
Dependencies amp Risks
C4CS Power BI Report
C4CS Power BI Report - Signoff
C4CS Direct Link to Power BI
MBR Dashboard - Draft
MBR Dashboard - Final
MBR Dashboard - Sign off
Avaya Report Global in Avaya System
C4CS amp Avaya Daily Report
WFM Puerto Rico
DiscussionAction Point
Item
Owner
Status
Remark
Target Date
Data - Access (Shared Folder)
Steffen
1
Intermediate solution for data storageData will be stored on Webhelp Enschede server for intermediate time until data (GDPR) items have been clarifiedData will be retrieved bysiti-aisyahmohdsallehsellbytelcomganeshloganathan1sellbytelcomLocation -Server 1023234 (via VPN)Server hostname sftpxtrasourceeu (if over the internet)Protocol sFTPSSHPort 22Username SBT_BIPassword hbjNfNvMNV6e7P
6-Feb
Demo on Avaya reporting functionalities
Steffen
1
Steffen to schedule some time with Aisyah and Ganesh to give more insights on functionalities within Avaya(First demo will be done tomorrow)
8-Feb
Documentation of Avaya Functionalities
Barry Steffen
1
- To provide other documentation with regards to Avaya functionalities to the team in APAC
8-Feb
Demo Training of Avaya Data Extraction
Almar
1
- Almar to conduct training to Eugene amp Ganesh on data extraction of Avaya amp Oceana- Training documentation stored inhttpsswasellbytelcomTrainingSignify20Training2020QualityFormsAllItemsaspxRootFolder=2FTraining2FSignify20Training2020Quality2FTraining20Material20Folder2028External20and20Internal20Access292FAvaya20Oceana20Supervisor20TrainingampInitialTabId=Ribbon2EDocumentampVisibilityContext=WSSTabPersistence
1-Feb
Global Decision makers
-
Reporting Demo
-
Avaya Data Extraction Access
-
Implementation Checklist
Topic
Details
Required
Owner
Status
General Set Up
1
General Set Up
11
Go live
if several waves indicate exact dates
Yes
-
First Wave 31-Jan Following Waves to be confirmed
12
Initition Template signed off
Defines project and server as Project Charter
Yes
-
13
Scope of Work (SOW) Defined and Signed
eg service sales support
Yes
-
14
Stakeholders Identified
internal and external
Yes
-
15
Communication stragety agreed
Define communciation for reporting implementation Operations escalations
Yes
-
16
Implementation start date agreed
Agree on proejct kick off date
Yes
-
17
Training start
if several waves indicate exact dates
Yes
-
First Wave 10-Dec Second Wave TBC
18
Recruitment start
indicate expected number of weeks before training start
Yes
1
6 - 8 weeks
19
HC Defined
please distinguish between waves if applicable
Yes
1
Wave 1 9 CH + 3 HK
11
Languages requirement agreed
specify per HC
Yes
-
11
JD
available already If so please share
Yes
1
11
Floor plan
available already If so please share
Yes
1
11
Telco line setup
ITFS procurement outbound line set up
Yes
-
11
IT equipment delivered
Develiry as per IT checklist
Yes
-
12
BI amp Reporting
Develop Report ROB WBR MBR and QBR
Yes
-
12
Program Readiness
Execure Readness checklist
Yes
-
Site Set Up
2
Site Set Up
21
Floor
Discuss and sign contract to rent
No
(2)
22
Develop obtain floor plan
No
(2)
23
Floor design (designation of common areas and workspace)
No
(2)
24
Painting type of floor curtains blinds etc
No
(2)
25
Quotation and purchase of air condition
No
(2)
26
Final cleaning before furniture set up
No
(2)
27
Cabling
General cabeling of the floor
No
(2)
28
Define single points to be cabled per workstation
No
(2)
29
Furniture common area equipment
Workstations tables chairs lockers etc
No
(2)
21
furniture for common areas (kitchen restrooms meeting rooms)
No
(2)
21
set up of furniture for workstationa and common areas
No
(2)
21
final cleaning after furniture set up
No
(2)
21
kitchen and bath room equipment
No
(2)
21
Security Meassures
order access control system
No
(2)
22
delivery of access control system
No
(2)
22
supply of access cards according to number of employees
No
(2)
22
Show room
setup of show room
No
(2)
22
others applicable
No
(2)
22
Mail box bell
mail box to be defined and labled
No
(2)
22
bell to connected to floor
No
(2)
HR and Recruitment
3
HR and Recruitment
31
Recruitment
overall responsible Dedicated recruiter
Yes
1
32
start date
Yes
-
33
JD creation and sign off
Yes
1
34
decide upon job ads
Yes
-
35
publish job ads
Yes
-
36
define recruiting process
Yes
1
37
Job specifications
start date of training
Yes
-
38
go live date after training
Yes
-
39
determine number of working hours per day week
Yes
-
31
determine number of working days per week
Yes
-
31
define shift modell
Yes
-
31
define bonus model
No
(2)
31
define salary range
Yes
-
31
determine vacation days
Yes
-
32
special vacation bank holiday agreements
Yes
-
32
special country regulations
Yes
-
32
duration fixed term employment
Yes
-
32
Onboarding
register employees in client tools
Yes
-
32
register employees in SBT tools (eg active directory)
Yes
-
32
is there a time recognistion system
Yes
-
32
distribute access cards to each employee
Yes
-
32
set up workforce management
Yes
-
Training
4
Training
41
Room equipment
define size of training groups
Yes
1
42
define IT equipment needed
Yes
-
43
Language country spedifics
define training language
Yes
-
44
are there country specifics to be tought to only some employees
Documentation of existing process (manual work processes etc)
Yes
-
Existing Europe process manual is available To obtain from Europe and review
412
Are there country specifics process
Yes
-
413
Localization of process
Yes
-
414
Special issues
to be considered
No
(2)
IT
5
IT
51
IT check list
definition of infrastructure requirements and capabilities
Yes
-
IT requirement to setup Oceana is TBC
52
sign-off Infrastructure Check-List by client
Yes
-
53
Connectivity
set up of Servers
No
(2)
54
server racks at site
No
(2)
55
quotation amp investment request for switches
No
(2)
56
ordering of switches
No
(2)
57
set up of switches
No
(2)
58
ensure internet connectivity at site
Yes
1
59
define connectivity to customer environment
Yes
1
51
quotation and purchase of Wi-Fi access points
No
(2)
51
set up of Wireless LAN
No
(2)
51
setup training rooms
No
(2)
51
Telephony
clarify telephony system (client or SBT)
Yes
-
51
order telephony system
Yes
-
52
delivery of telephony system
Yes
-
52
PCs
quotation amp investment request for workplace computer
Yes
-
52
ordering of workplace computer
Yes
-
52
quotation amp investment request for workplace headsets
Yes
-
52
ordering of workplace Headsets
Yes
-
52
delivery of PC Headsets and workplace UPS
Yes
-
52
Set up of workplaces (PC Phonesets Patching)
Yes
-
52
Tools software
set up of client tools (CRM etc)
Yes
-
52
set up of SBT tools
Yes
-
SBT to setup Avaya Oceana CRM
52
set up of client software (licences)
Yes
-
53
set up of SBT software
Yes
-
53
Security
quotation amp investment request for Firewall
Yes
-
TBC
53
ordering of firewall
Yes
-
53
set up of firewall
Yes
-
53
Printers Fax
quotation amp investment request for printers fax
No
(2)
53
ordering of printers fax
No
(2)
53
set up of printers fax
No
(2)
53
User acceptance testing
create UAT check list
Yes
-
53
test all IT systems before training start within SBT
Yes
-
53
test all IT systems before training start in relation to client systems
Yes
-
53
Reference machines
agree on reference machines
No
(2)
54
reference machines to be delivered
No
(2)
Reporting
6
Communication
61
Reporting
define reporting cadence
Yes
-
62
define distribution list
Yes
-
63
Business Review
define business review requirement
Yes
-
64
Communication Plan
define rhythm of business
Yes
-
65
Customer Interaction Center (CIC)
customer interaction center development
Yes
-
Finance
7
Finance
71
SOW
Develop and agree on the Scope
Yes
1
72
sign-off by client
Yes
-
73
Billing Process
Develop and agree
Yes
-
74
sign-off by client
Yes
-
75
PO
Issue PO and obtain payment
Yes
-
Risk and Mitigation Plan
Tower
Risk
Likelihood
Impact
Mitigation Strategy
Owner
Status
Remark
Commercial
Delay in Change Order sign off
Medium
High
HugoMarianne
1
Offer letter to new hire can only send with Change Order signed
Recruitment
Long hiring time for native agent
High
High
Proposed to hire local agent
Rey
1
Hire 90 local Malaysian
Unable to hire local agent in time
Low
High
- English agent to be deployed to support temporarily- Searching available internal candidate
Rey
1
Additional scope of ASEAN agents might take longer time
Infrastructure amp Facility
Late equipment delivery
Medium
Medium
Backup telephony system - Cisco to be setup
Khor
1
Cisco is SBT existing infrastructure with minimum setup effort needed
Delay in Avaya amp Oceana setup
Low
Medium
Backup telephony system - Cisco to be setup
Khor
-
VPN connection instable
Medium
Medium
VPN connectivity will be tested during implementation stage Foresee the connection should be stable most of the time In case of Oceana discruption Voice support should still be available
WH SBT IT
1
Lost of data due to disruption in Oceana
Low
Medium
Manual report during discruption
Ops
-
Oversea call forwarding legal constraint in China
Medium
High
Webhelp team to clarify and with our provider
WH SBT IT
1
- Potential legal constraint to perform oversea call forwarding from China to Malaysia DID- Call forwarding is allowed as confirmed by provider
Telephony UAT failed
Medium
High
Webhelp team will rectify the issue upon UAT on 221
WH SBT IT
-
UAT begin on 221
Signify VPN for PLM amp SAP
Medium
Medium
Luite
-
Soft Launch and Go-Live Schedule
Puerto Rico Work Schedule (5-Aug to 23-Aug)
8519
8619
8719
8819
8919
81019
81119
81219
81319
81419
81519
81619
81719
81819
81919
82019
82119
82219
82319
Voice Switch Over Schedule
Country
Voice Cut-over date
Support Country Time
MY Time (CET -6)
CET time (GMT +1)
Phone
Toll Toll Free Phone
Call Activity
Activity
Country
Voice Cut-Over
US
Outbound Activity - Webform amp Unassociated Tic
Canada
Outbound Activity - Webform amp Unassociated Tic
PROJECT
ABERT
SCOPE (Sales Customer Service Tech Support Helpdesk)
Customer Service
BILLING (Hourly FTE Transactions)
Hourly
Total EMPLOYEES (including Management)
130
Working Days
Monday to Saturday
Shift
9am till 6pm
Office Address
Diagonal 197 13th floor
Current Office Seat capacity
185
Employees distribution (refer to tab)
Employees
Distribution
HOME
20
15
OFFICE
20
15
HYBRID
90
69
TOTAL
130
100
Desk needed in the office
50
Desk needed with workstation (PC+Keyboard+Mouse)
33
Take into consideration people coming in the office with a laptop
2nd screen needed - Yes or No
Yes
If Yes how many are needed
16
Camera needed - Yes or No
yes
If Yes how many are needed
30
Any other requierements
NA
Meeting rooms needed in the office
2
15 PAX
Training rooms needed in the office
1
20 PAX
Customer AM notified (Yes or No)
Yes
Hybrid Model implementation Date
30-Jul
Employees distribution (refer to tab)
PROJECT
SCOPE (Sales Customer Service Tech Support Helpdesk)
BILLING (Hourly FTE Transactions)
Total EMPLOYEES (including Management)
Working Days
Shift
Office Address
Current Office seat capacity
HOME
OFFICE
HYBRID
TOTAL
Desk needed in the office
Desk needed with workstation (PC+Keyboard+Mouse)
2nd screen needed
If Yes how many
Camera needed
If Yes how many
Any other requierements
Meeting rooms needed
Training rooms needed
Customer AM notified
Hybrid Model implementation Date
ABERT
Customer Service
Hourly
130
Monday to Saturday
9am till 6pm
Diagonal 197 13th floor
185
20
15
20
15
90
69
130
50
33
Yes
16
yes
30
NA
2
1
Yes
30-Jul
SCOPE
Define the distribution of Employees based on the 3 working Model - HOME OFFICE HYBRID
HOME
Employees who prefer to work at home due to the following reasons
At risk to catch Covid
Looking after a person at risk
Long commute to work (gt130 hours per day)
Family constraints (Children school run)
Recommendation
We would recommend to have employees come in the office at least 2 days per month (except people at risk)
Capacity
up to 20
OFFICE
Employees who prefer to be at the office as they are unable to work at home due to non suitable working conditions (no space flatshare no internet etc)
Recommendation
We would recommend to have employees come in the office at least 2 days per month (except people at risk)
Capacity
up to 10
HYBRID
Employees who are able to alternate between work in the office and work at home
Recommendation
We would recommend to alternate weeks instead of day
We would recommend to alternate weeks instead of day - Preference 1 week in the office 2 weeks home
Capacity
up to 60
Scenario on 100 people project
HOME
Office
Hybrid A
Hybrid B
Hybrid C
TOTAL
Occupancy
20
30
15
15
15
100
Week 1 office
5
10
20
35
35
Week 2 office
5
10
20
35
35
Week 3 office
5
10
20
35
35
Week 4 office
5
10
20
35
35
Please note that shrinkage is not taken into consideration so attendance can vary between 15 to 25
Vacations will need to be scheduled when employees are working from home
FECHA
DIAGONAL
PAMPLONA
MEDIATIC
AUSIAS MARCH
ROC BORONAT
MAS BLAU
22
VALENCIA
MAacuteLAGA
TOTAL
22
Ausias March
Malaga
Diagonal
Valencia
Mas Blau
Mediatic
Pamplona
Roc Boronat
Santa Luciacutea
Total
72720
132
26
119
29
20
3
57
386
Marzo
544
207
27
1864
169
41
497
253
262
17
3490
8320
131
25
89
26
16
5
50
342
Abril
24
1
3
33
1
1
10
2
4
1
66
81020
134
25
101
29
21
4
46
360
Mayo
80
8
3
103
1
4
96
3
5
245
81720
135
31
95
17
19
6
40
40
152
535
Junio
165
48
77
267
58
8
268
35
49
1
856
82420
139
29
102
25
14
2
34
34
143
522
Julio
195
74
164
432
66
15
281
63
64
2
1218
83120
122
27
90
30
19
3
30
31
195
547
Agosto
142
64
280
391
66
14
202
79
60
1
1188
9720
169
40
100
29
15
3
31
38
210
635
Septiembre
161
80
356
434
77
19
243
96
67
3
1366
91420
168
46
88
37
20
3
37
39
183
621
92120
202
39
121
39
31
5
38
47
243
765
92820
205
43
134
44
24
1
45
48
243
787
10520
184
44
141
40
35
0
77
50
255
826
101220
101920
102620
11220
Pre-Covid
Capacity
185
Covid19
Capacity
97
Redesign
Capacity
138
Location
Site
Floor
SQM
SQM Price
Contract End
Capacity before Covid
Capacity during Covid
Capacity Hybrid
Meeting Room 1
Meeting Room 2
Meeting Room 3
Meeting Room 4
Meeting Room 5
Meeting Room 6
BCN
Diagonal
1
1088
154
BCN
Diagonal
2
1088
179
BCN
Diagonal
3
1088
182
BCN
Diagonal
4
1088
185
97
138
XX
XX
XX
xx
LAB
BCN
Diagonal
5
1088
175
BCN
Diagonal
6
1088
141
BCN
Diagonal
7
1088
180
BCN
Diagonal
8
1088
113
BCN
Diagonal
9
1088
112
BCN
Diagonal
10
663
99
BCN
Diagonal
11
663
99
BCN
Diagonal
12
663
41
BCN
Diagonal
13
663
110
BCN
Diagonal
14
663
110
BCN
RBA
1
336
CANTINA
BCN
RBA
2
752
110
BCN
RBA
4
1513
189
BCN
RBA
11
1513
106
BCN
Pamplona
1
1453
60
BCN
Pamplona
2
391
175
BCN
22
0
1171
9 (TRAINING DEPT)
BCN
22
1
608
136
BCN
22
2
608
123
BCN
22
3
608
115
BCN
Ausias March
1
830
93
BCN
Ausias March
2
830
126
BCN
Mas Blau
1
993
MAD
Madrid
1
MAL
Benalmaacutedena
1
2093
MAL
Benalmaacutedena
2
296
VLC
Valencia
1
1906
210
MLL
Mallorca
1
236
48
BCN
Mediatic
4
1500
218
BCN
Mediatic
5
109
37
BCN
Mediatic
7
1586
226
BCN
Marina
1
73
BCN
Marina
6
73
32441
3998
General Information
Hybrid Situation
INVENTORY
Project Dpt
Owner Manager
POC
Site
Floor
Total Employees
Strong Seasonality gt25
Approved for Hybrid
Hybrid suitable
Customer Agreed
Presented to employees
Provisional Guideline
Rotation Model
Permanent Office Seats
Hybrid Office Seats
People in Office
People home
People in hybrid
Customer Owned Equipment
Current PCs at office
Current laptops at office
Monitors
Current PCs at home
Current laptops at home
Monitors
Comment
IT
Pablo
Diagonal
8
42
last July week
17
IT
Pablo
Pamplona
1
last July week
1
IT
Pablo
Valencia
1
last July week
1
HR - Training Adrian Arias Adrian AriasCC TRAI
Elin Lind
22 Adrian Arias Adrian AriasElin shares office with J Cardot D8
10
Yes
72920
No best practises from WISE
2
8
HR - Recruitment
JC
Diagonal
8
37
Yes
81720
0
0
10
8
2
42
5
33
20
Info inserted on the Thursday 23rd in the evening
HR - Admin
Ingrid
Diagonal
8
20
No
Yes
Jul-20
Principalmente 3 en casa + 2 oficina algunas semanas 3 oficina + 2 casa
4
4
5
1
18
4
1
3
16
Quality Adrian Arias Adrian AriasCC QUAL
Irma Carrasco
Diagonal
8
4
Yes
Agreed with JD
72920
No but used from WISE Adrian Arias Adrian Ariasones shared by Elin from Luke and some best practices from other regions available in the WFH in WISE
Adrian Arias Adrian AriasCC TRAI
Adrian Arias Adrian AriasElin shares office with J Cardot D8
Adrian Arias Adrian AriasCC QUAL
Day
1
5
4
Finance
Violeta
Diagonal
12
10
4
4
6
Sales
Marta
Diagonal
12
7
1
0
0
9
Reception
Vanessa
DiagonalMediaticAM PAMPLONA
Various
6
No
Only 1 person
3 DAYS OFFICE 2 DAYS AT HOEM
6
0
5
0
1
5
1
0
0
Logistic
Jordi
0
4
4
1
4
Communication
Carla
Diagonal
12
3
1
1
3 iMacs
Facilities
Marga
12
AMER
Christian Wandt
22
73
82420
18
0
41
11
BBVA
Silvia Goacutemez
Ausias March
32
32
2
BOSE
Stephen Strydom
22
129
Yes
Yes 33 increase in Staffing December versus August
210820 up to 76 and rest done in september
3 groups one week in the office two weeks at home
20
40
20
26
80
42
2
105
17
CAMBIUM
Alberto Laporta
Pamplona
6
0
0
0
6
COSTA CRUCEROS
Denisz Tulajdon
Ausias March
11
No
No
NO
11
0
11
0
0
4
1
10
1
DELIVEROO
Louise Van Wyk
na
0
0
0
0
0
DKV
Denisz Tulajdon
Ausias March
18
Yes
Yes
one week in two weeks at home
4
5
4
0
15
5
1
17
0
DRAumlGER
Alexandre Morey
Diagonal
19
19
0
0
0
0
No PCacutes are proprety of Webhelp for the Draumlger project
EDEN
Denisz Tulajdon
0
EPSON EPS
Alberto Laporta
Marc Torrell
Pamplona
60
20
13
11
6
36
7
EPSON EPS
Alberto Laporta
Marc Torrell
Valencia
36
11
7
4
4
27
1
EPSON ICAM
Adrian Arias
Pamplona
12
Yes
73120
5
0
12
10
2
15
3 additional screens at home
EPSON Lead Generation
Adrian Arias
Pamplona
3
Yes
73120
0
0
0
2
1
2
GFK
Marigona Gjochi
Diagonal
12
GOOGLE
Jan-Mirko Kruschet
DiagonalRBA
294
294
27
2
0
3
Google owned devices are used for production Webhelp owned PCs are used just for adminreportingmanagement
GOOGLE CHROMECAST
Nicolas Luque
Diagonal
102
Presented only to management Hold from GAM Adrian Arias Adrian AriasOur goal was to start sharing with agents during the next two weeks but we have been waiting for confirmation from Google if WFH will be allowed once the Covid-19 BCP is officially closed and if they will allow a hybrid model (that implies double equipment assignment to employees) This decision comes from the xWS Global Team At the moment there is no final confirmation and we do not know when we will receive the confirmation We have been advised to GAM to hold on for the moment as any changes on the WFH set up needs to be communicated and approved by Google before We have a meeting planned for next Tuesday (1808) to discuss the communication plan and Google confirmationapproval It could not be done before due to August holidays Our main worry is that we share this with all our employees and then Google requests us to go back to the office and we cannot go through with the plan which will create discomfort with our agents
102
1
0
2
0
Google owned devices are used for production Webhelp owned PCs are used just for adminreportingmanagement
GOOGLE CLOUD
Gabriel Manzanera
RBA
0
GOOGLE OPERATING SYSTEMS
Nicolas Luque
Diagonal
283
Presented only to management Hold from GAM
283
10
0
2
1
Google owned devices are used for production Webhelp owned PCs are used just for adminreportingmanagement
GOOGLE PPS
Gabriel Manzanera
Diagonal
2
0
GORE
Alberto Laporta
Giorgia Salvini
Pamplona
1
12
No
Yes
1 Week office 1 week home
2
12
2
0
9
1
GUESS
Ines Owczarek
Hugo Sore
Ausias March
72
Yes
Suitable
Communicated to PM
We have 3 groups and we then do 1 week in 2 weeks home for each of the groups In Guess we have 45 FTEs and in the office we can have up to 15 Advisors at the same time which suits the rotation perfectly
4
11
4
6
35
16
7
65
1
HP Transactional
Column Fleming
Diagonal
4
71
71
0
1
0
7
HP Transactional
Column Fleming
Valencia
7
7
0
0
0
0
HP3D_Printing
Christina Muriel
NA
no equipment
HPE INSIDE SALES
Louise Van Wyk
Barcelona
71
Located in client office
0
0
0
4
HPI 3WW
Federico Muntildeoz
22
57
2
1
2
2
HPI End User Space Global
Andrea Pane
Diagonal
1
66
66
0
1
10
11
HPI End User Space PC
Jesus Gonzalez
Diagonal
4
127
127
0
3
8
9
HPI End User Space PC
Jesus Gonzalez
Valencia
9
9
0
1
0
0
HPI End User Space Print
Ross Ellis
Diagonal
54
54
0
0
5
4
HPI GSB DESIGNJET
Louise Van Wyk
RBA
2
19
3 groups of people one week on one week off
4
5
4
0
15
2
2
9
10
HPI GSB DESIGNJET
Louise Van Wyk
Valencia
1
0
0
1
0
HPI GSB INDIGO
Christina Muriel
HPI MIDMARKET AND CEP
Nasima Salimova
NA
4
NA
NA
NA
NA
NA
They are now
HPI STORE + HPI STORE PS
Shahed Saffari
Not Suitable - PCI
No
49
7
55
4
HPI SUPPLIES
Luisa Oralia Hernaacutendez
RBA
2
28
Yes
Yes
2 days in the office + 3 at home 2 rotation groups project manager in the office 4 days a week
Preferably 28 - Depending if we will be reallocated to another building
16 if all permanent seats are not possible - all agents have laptops so we will just need screens
0
Depending on regulations + I have 3 people on risk groups
26
0
0
0
28
HPI Telemarketing
Maria Martinez
Diagonal
9
0
0
0
3
resto del equipo estaacute con laptops del cliente pero con accesorios WH
HPI Telemarketing Madrid
Maria Martinez
Madrid
8
3
0
5
1
INBOUND PROJECTS
Monica Lopez
Diagonal
13
52
4
46
2
INDITEX
Natalia Loacutepez
Mediatic
305
123
9
197
10
Seasonality agents x - to confirm with Saulo
ISDIN
Monica Lopez
Diagonal
13
14
3
0
7
14
2
29
ISDIN
Monica Lopez
Diagonal
13
14
3
0
12
2
JDE
Christopher Harrison
Marina
55
No
Yes
CW 34
We will start with 1 week on 2 off and then look to move to 1 on 1 off 3 groups then 2
9
24
3
3
48
1
51
3
LA CAIXA
Monica Lopez
Diagonal
13
11
8
3
LASTMINUTE
Fernando Peacuterez
0
0
0
3
0
in process to send it back to office since project is suspended due to pandemic The rest of pcs have been sent back
LEIA
Anastasia Kozlova
Diagonal
339
2182020 to staffwaiting for approbal from Global to communicate to agents
144 iMacs
6
271
6
LEVIS
Gloria Garcia
mediatic
42
28
4
27
5
LG
Fernando Peacuterez
62
most part of LGs project is handled with LGs computers
LUKE
Duane Kennelly
Diagonal
709
2182020 to staffwaiting for approbal from Global to communicate to agents
5 PCs - 9 iMacs
5
2 PCs - 693 iMacs
2
MAMMUT
Alberto Laporta
Giorgia Salvini
Pamplona
1
5
No
Yes
1 Week office 1 week home
0
3
7
1
0
3
1
MANGO
Gladys Pages
Mogravenica Logravepez
333
70
187
78
Info given by Manal Ehsan
MARKEM IMAJE
Denisz Tulajdon
Ausias March
8
No
Yes
one week in one week at home
1
1
1
5
2
3
0
5
1
MICHAEL_KORS
Ines Owczarek
Mediatic
14
Not suitable - PCI
No
13
2
1
0
for TL and PM we needed to duplicate as they need to have PCI and non PCI environment
Musement
Ines Owczarek
Ausias March
3
13
Suitable
No
1
0
10
2
PEPE JEANS
Monica Lopez
Diagonal
13
15
0
0
15
0
PUMA
Alberto Laporta
Pamplona
1
52
10
1
38
11
ROCA (se incluye en Inbound Projects)
Monica Lopez
-
-
-
RUCKUS
Shahed Saffari
Ausias March
2
12
Yes
Not comunicated yet
2
2
8
0
SEAT
Claudia Vicente
Mas Blau
1
27
Jul-20
1
2
21
3
SPORTIUM
Ines Owczarek
CU Inhouse
I
36
Not suitable - Inhouse
No
36
-
-
-
-
Client equipment
TOUS
Monica Lopez
Diagonal
13
25
7
1
15
0
TP VISION
Lydia Peitx
Barcelona
1
1
TP VISION
Lydia Peitx
Benalmaacutedena
61
Not suitable
No
0907 move back to office pending on IT Networking team
53
8
UPFIELD
Ines Owczarek
Ausias March
15
2
0
14
1
2 pc are set up already at the office
VAESA
Claudia Vicente
Mas Blau
1
70
Jul-20
4
1
52
13
WALLAPOP
Monica Lopez
Diagonal
13
75
17
43
3
SIGNIFY - Puerto Rico
Christian Kohl
San Juan
Yes
Possible
Probably weekybi-weekly rotation
67
3
30
30
17
43
3
Back Market PR
Christian Kohl
San Juan
8
Yes up to 12
YES
No
0
3
0
12
0
17
43
3
FESTO
Louise Van Wyk
TBD
NEW
As it is a new project we would prefer to start with everyone in the office for the ramp-up phase Once they are ramped up we can move to hybrid model
11
0
11
0
0
17
43
3
HPE Edenred
Louise Van Wyk
Diagonal
No
Yes
As it is a small team rotation dos not make sense as they will be alone in the office Our idea is to have all 4 of them in the office 3 days per week
0
4
0
0
4
17
43
3
REFID
PRE-IMPLEMENTATION
MITIGATIONS WARNINGS REMEDIES
POST-IMPLEMENTATION
Date
RISK - Category
RISK DESCRIPTION
RISK IMPACT
RISK SEVERITY
RISK LIKELIHOOD
RISK LEVEL
MITIGATION
RESPONSIBLE
STAUS
Date
RISK SEVERITY
RISK LIKELIHOOD
RISK LEVEL
ACCEPTABLE TO PROCEED
1
Yes
1 low - 10 high
1 low - 10 high
1 low - 10 high
1 low - 10 high
YES NO
2
No
1
72220
Connectivity
ISP connectivity from employee to Avaya There are ISP they do not give bandwidth or protocoll for VoIPSIP Thus user cannot do phone calls over Avaya Red or similar solution
Voice quality very bad or cannot place or recieve calls
9
3
27
4G Router solves quality issues
IT
Ongoing
3
2
72220
Connectivity
ISP may change their TampC for privatconsumer services
current connection from employee are for consumer and not for commercial used ISP may change their TampC as agent will used it for commercialprofessional purposes
8
5
40
This is not happening at the moment but can at any given time most like when this situation is over
TBD
Open
4
3
8420
People
People visiting countries are confined for x days
We people visiting their home countries and they are locked down for 1-2 weeks before they can go out They are working this lock down in their country and after they spent their x daysweeks of vacation
5
10
50
HR
Open
5
4
6
5
7
6
8
7
9
8
10
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
Action Log
ID
Topic
Discussion Point
Action Point
Entry Date
Owner
Due Date Review Date
Status
Updates
1
Define a guide for Managers to assess feasibility to deploy hybrid model
7-Jul-20
Done
2
Invetory
7-Jul-20
Jerome Adrian Pablo
31-Jul-20
Ongoing
Projects Reported Inventory Big discrepancy between Inventory DB and report Pablo analysing discrepancy29720 250 PC + 100 Laptops to check fix workspaces of Mango and Inditex
Closed
3
Order equipment
1-Aug-20
Pablo
TBD
Not started
Order missing or replace aged equipment
Pending
4
Floor plan Desing
7-Jul-20
Marga
31-Jul-20
Ongoing
Sample of Diagonal 4th floor in this doc
Overdue
5
Security - Virtual desktop
7-Jul-20
Daniel Pablo
TBD
Ongoing
Investigating
6
Work contract
29-Jun-20
Ingrind
TBD
Ongoing
Answers received and compiled by Ingrid
7
Guidlines for review and approval
Google Con Ops send draft for revision and validation
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
73
74
75
76
Project Plan
NO
ID
Task
Responsible
Start
End
Status
22-Jun
29-Jun
6-Jul
13-Jul
20-Jul
27-Jul
3-Aug
10-Aug
17-Aug
24-Aug
31-Aug
7-Sep
14-Sep
21-Sep
28-Sep
5-Oct
12-Oct
19-Oct
26-Oct
2-Nov
9-Nov
16-Nov
23-Nov
30-Nov
7-Dec
14-Dec
21-Dec
28-Dec
4-Jan
11-Jan
18-Jan
25-Jan
1-Feb
8-Feb
15-Feb
22-Feb
1-Mar
8-Mar
15-Mar
22-Mar
29-Mar
5-Apr
12-Apr
19-Apr
26-Apr
3-May
10-May
17-May
24-May
31-May
7-Jun
14-Jun
21-Jun
1)
Contract amp Legal
Contractual amp Legal
11
Between Webhelp and Customer
Overdue
111
Revision of contracts between Webhelp and Customers
Account Manager Program manager
112
Standard addendum
Jordi Tomas Procurement
12
Between Webhelp and Providers
Overdue
121
Internet Service Providers
TBC
122
Shipping courrier services
Jordi Tomas
13
Between Webhelp and Employee
Overdue
131
Renewal or change of contract
25
Ingrid Castillo
28-Jun-20
1-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
132
Working from home outside Spain conditions
10
Ingrid Castillo
28-Jun-20
1-Oct-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
Milestone Contract amp Legal
Overdue
2)
IT Infrastructure
IT Infrastructure
21
Revision connectivity to office
70
29-Jun-20
31-Jul-20
Overdue
-1
-1
-1
-1
-1
211
Data office infrastructure
70
IT
29-Jun-20
31-Jul-20
Overdue
-1
-1
-1
-1
-1
212
Voice office infrastructure
70
IT
29-Jun-20
31-Jul-20
Overdue
-1
-1
-1
-1
-1
213
Office hardware equipment
70
IT
29-Jun-20
31-Jul-20
Overdue
-1
-1
-1
-1
-1
214
Licencenses
70
IT
29-Jun-20
31-Jul-20
Overdue
22
Hardware
5
6-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
221
Home Office Equipment
5
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
2211
PC wifi or Laptop
10
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
2212
Keyboard Mouse
10
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
2213
2nd Screen
10
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
222
Office Equipment
5
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
2221
PC wifi or Laptop
10
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
2222
Keyboard Mouse
10
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
2223
2nd Screen
10
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
223
Maintenance and support of Home office IT equipment
5
IT
6-Jul-20
2-Oct-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
2231
Sparepart replacement
5
IT
20-Jul-20
2-Oct-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
2232
Connectivity to office
5
IT
20-Jul-20
31-Jul-20
Overdue
-1
-1
2233
Firewall
5
IT
6-Jul-20
31-Jul-20
Overdue
-1
-1
-1
-1
2234
VPN
5
IT
6-Jul-20
31-Jul-20
Overdue
-1
-1
-1
-1
2235
Cloudbased storage solution - OneDrive
5
IT
6-Jul-20
31-Jul-20
Overdue
-1
-1
-1
-1
2236
Indvidual Virtual Desktop Solution for Webhelp Managed Equipment
5
IT
6-Jul-20
31-Jul-20
Overdue
-1
-1
-1
-1
2237
BCP - Plan
5
IT
6-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
2238
Internal User Help Desk
5
IT
6-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
2239
Field Tec Support
5
IT
6-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
Overdue
Overdue
Overdue
Milestone IT Infrastructure
Overdue
3)
IT Security
IT Security
31
Collection of Project Security Requirements
15
IT Security
15-Jul-20
31-Jul-20
Overdue
-1
-1
32
Categorization in security levels
0
IT Security
1-Aug-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
33
Indvidual Virtual Desktop Solution for Webhelp Managed Equipment
15
IT Security
1-Aug-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
34
Approval process for home office solution
0
IT Security
1-Sep-20
30-Sep-20
Overdue
-1
-1
-1
-1
Overdue
Overdue
Milestone IT Security
Overdue
4)
Facilities
Facilities
41
Office
25
Facilities
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
42
Planing for max capacity
25
Facilities
1-Jul-20
15-Jul-20
Overdue
-1
-1
43
New home feeling or trendy office design
0
Facilities
15-Sep-20
30-Sep-20
Overdue
-1
-1
44
Hot desk solution
0
Facilities
1-Aug-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
46
Office Furniture for home office
0
Facilities
1-Jul-20
31-Jul-20
Overdue
-1
-1
-1
-1
461
Chair
50
Facilities
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
462
Table
50
Facilities
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
48
Milestone Facilities
Overdue
5)
People Management
People Management
51
HR
5
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
511
Legal revision on existing work contracts
20
Ingrid
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
512
New contracts
0
Ingrid
1-Sep-20
30-Sep-20
Overdue
-1
-1
-1
-1
513
Briefing of HR
Overdue
514
Work contracts
Overdue
52
Project Management
30
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
521
Framework office guidelines
5
PM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
522
Framework office guidelines
30
PM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
523
Productivity and service fullfillment
30
PM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
524
Feasibility and validation if a project can be hybrid
30
PM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
525
Corrective performance mangement
30
PM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
526
Guidelines working un the office (70 work + 30 Socialtraining)
30
PM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
526
Hybrid present and virtual meeting
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
527
Reenforce team events
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
528
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
53
Workforce Management
10
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
531
Planining between home and office
10
PMWFM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
532
Different shrinkage factors between office and home office
10
PMWFM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
533
Service coverage
10
PMWFM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
534
Realtime management
10
PMWFM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
54
Training
Overdue
541
Hybrid Training Classroom and Virtualroom
Overdue
542
Selfguided Training
Overdue
543
Webinars
Overdue
55
Communication
Overdue
551
Extra push to Wise
Overdue
552
Focus activities to include people at homeremote
553
TGIF sessions
Overdue
554
Communcation of the new Model to Managers
555
Communcation of the new Model to Customer
Milestone People Management
Overdue
6
IT Security
Communication
61
Communication to Progamm Manager and Owners
100
Jerome Derramond
1-Jul-20
15-Jul-20
Done
1
1
62
Communication to frontline managers and employees
25
IT Security
15-Jul-20
31-Aug-20
Overdue
-1
-1
-1
-1
-1
-1
0
Overdue
Overdue
Overdue
Overdue
Milestone IT Security
Overdue
Topic
Status Comment
Target Date
Engage with IT and understand that solution deployed for Hybrid
Setting up meeting with CTO and IT Service Manager
Ask IT on the HW statyus Hot desk
Floor ready for Hybrid ( IT + Facilities)
In touch with facilities team to get capacity per office
Contract Situation for the new functions
Engaged with HR Head of HR Admin is collecting and cosolidating information
Present to managers
Preparing points and expectations to communicate
Managers to prepare the list of function (Home Hybrid office)
Project Card work in progress
Managers to prepare schedule taking into consideration Hybrid
Implementation Dashboard
Milestone
Start
End
Status
Progress
Key Focus for the Week
Start
End
Status
Owner
100
Copyright copy 2020 All rights reserved 7
GARANTIZANDO LA ENTREGA DEL SERVICIO ndashPROTOCOLOS
Consolidacioacuten de oficinasTodos los edificios principales de Barcelona fueron cerrados a excepcioacuten de algunas plantas del edificio principal de Diagonal
Retorno a la oficinaInstrucciones especiacuteficas para los empleados que se encontraban enfermos o de vacaciones en el inicio del confinamiento
Poliacuteticas de prohibicioacuten de viajesInstrucciones sobre la prohibicioacuten de viajar para los paiacuteses afectados y para quienes viajaron alliacute recientemente
Empleados que siguieron trabajando en la oficinaInstrucciones para aquellos empleados que no pudieron trabajar en casa (por no tener espacio o conectividad informaacutetica)
Procedimiento para el trabajo desde casaUn documento obligatorio que tuvieron que firmar todos los empleados que trabajaraacuten desde casa
Revisioacuten del contrato de clientesRevisioacuten del contrato para comprobar la Claacuteusula de Fuerza Mayor Acontecimientos imprevistos
Formulario de declaracioacuten de salud del visitanteEn caso de visitas externas a nuestro edificio
Debido a la naturaleza especiacutefica del Desastre COVID-19 se crearon protocolos y procedimientos corporativos para todos los empleados de la
empresa asegurando que la seguridad de los empleados esteacute garantizada y que los negocios puedan avanzar de acuerdo con la ley La mayoriacutea de ellos
son documentos obligatorios debido a la declaracioacuten del estado de emergencia en Espantildea
Copyright copy 2020 All rights reserved 8
GARANTIZANDO LA ENTREGA DEL SERVICIO ndashIT
Configuracioacuten gradual de maacutes de 3500 estaciones de trabajo
(primer piloto del 10 despueacutes del eacutexito implementacioacuten
completa)
Instrucciones operativas para configurar Avaya One X y Cisco
VPN
Revisioacuten del nuacutemero de licencias adquiridas
Anaacutelisis de riesgo de Seguridad
Trabajo en la solucioacuten VDI de Microsoft Azure para estar listo
en caso de que los proveedores no entregaran ninguacuten equipo
nuevo
Debido a la raacutepida expansioacuten del COVID19 en Espantildea y a los rumores
sobre un posible confinamiento por parte del gobierno el piloto inicial
definido en el plan del proyecto no se pudo realizar por lo que el equipo
BCP decidioacute realizar un despliegue completo en su lugar
Planificacioacuten y roadmap de la implementacioacuten Despliegue
Inicio de la configuracioacuten
de los Perfiles VPN para
todos los proyectos El
equipo de IT configuroacute
manualmente todas las
estaciones de trabajo
(alrededor de 3500) El
equipo de BCP decidiriacutea
coacutemo enviar a casa a
todos los empleados
Comenzamos a
enviar a casa a todos
los empleados
Ya un 56 de los
empleados comenzaba la
semana laboral en casa
Monitoreo constante del
uso de la conexioacuten VPN y
el uso de la CPU e
informe a los miembros
del equipo BCP
Tickettool bajo entorno seguro
de nuevo
Hitos clave del despliegue
10 MARZO
13 MARZO
16 MARZO
23 MARZO
Project plan
inicial para la
configuracioacuten de
las estaciones
de trabajo
Organizacioacuten del soporte remoto
Procedimiento para controlar
las estaciones de trabajo
reales en casa
Creacioacuten del archivo de control de preparacioacuten de IT HBE para
rastrear a los usuarios y equipos listos para trabajar desde casa
Las operaciones tuvieron que informar a TI sobre el personal que
trabajaba desde casa
Creacioacuten de la liacutenea de soporte telefoacutenico remoto
URL puacuteblica temporal de Tickettool y cuentas
administrativas locales para acelerar la instalacioacuten del
software requerido
A
Copyright copy 2020 All rights reserved 9
GARANTIZANDO LA ENTREGA DEL SERVICIO ndashRELACIOacuteN CON EL CLIENTE
Webhelp notificoacute a sus clientes sobre la implementacioacuten del BCP
Algunos clientes apoyaron los proyectos enviando laptops a sus agentes
Webhelp dando soporte a las tareas relacionadas con el proyecto (por ejemplo
escaladas cambio de procedimientos)
Desactivacioacuten de algunos canales de contacto como Phone y Chat
Implementacioacuten de nuevos proyectos de forma remota
Plan de formacioacuten inicial y onboarding para nuevo proyecto (170 agentes) de forma
remota
bull Programas con protocolos de seguridad especiacuteficos (por ejemplo PCI y poliacuteticas de
seguridad propiedad del cliente)
bull Programas que trabajan con herramientas propiedad del cliente
bull Clientes afectados internamente por la Declaracioacuten de Estado de Emergencia
espantildeola
bull Implementacioacuten de nuevos programas durante el COVID19
Desafiacuteos
Acciones
Ejemplo de colaboracioacuten con uno de los clientes
maacutes antiguos
Copyright copy 2020 All rights reserved 10
GARANTIZANDO LA ENTREGA DEL SERVICIO ndashOPERACIONES Y PERSONAL
Microsoft Teams Talent Train Para la comunicacioacuten interna en los programas (Managers y agentes) Reuniones de equipo formaciones y seguimientos y gestioacuten de los
programas Control interno para la logiacutestica y control de los dispositivos que se
encuentran actualmente en casa Formaciones online a traveacutes de Talent Train
Grupo de Whatsapp de Managers Directores Con el fin de brindar un mejor soporte y un tiempo de respuesta maacutes
raacutepido se creoacute un Grupo de WhatsApp para Managers Directores
WISE Intranet de la empresa para anuncios e instrucciones corporativos Encuesta para evaluar las condiciones de seguridad y salud al
realizar el trabajo desde casa
Foco en las prioridades Asegurar que los agentes tengan conectividad y acceso Garantizar la comunicacioacuten regular con todos los Webhelpers Reforzar la estructura de WFM (monitoreo en tiempo real etc) Entrega de material en base a resultados de encuestas peticiones
etc
Formacioacuten La puesta en marcha de una cuenta grande coincide
con el estado de emergencia iquestCoacutemo pueden impartir formacioacuten antes de la puesta en marcha
iquestCoacutemo garantizaremos la formacioacuten continua
Comunicacioacuten Coacutemo se comunicaraacuten los Managers entre siacute coacutemo se
tomaraacuten las decisiones y coacutemo se les informaraacute Coacutemo se comunicaraacuten los equipos entre siacute
Entorno de trabajo iquestCoacutemo se asegura la empresa de que los empleados
tengan el entorno laboral adecuado en casa
Performance y Calidad iquestCoacutemo podraacuten Team Managers y los Supervisores
gestionar sus equipos de forma remota iquestCoacutemo pueden controlar el desempentildeo de sus
agentes iquestCoacutemo se motivaraacute a los agentes
Desafiacuteos Acciones
Copyright copy 2020 All rights reserved 11
CUIDADO DE NUESTROS WEBHELPERS
Mails semanales de nuestra Presidenta
Todos los lunes nuestra presidenta enviacutea un email con actualizaciones sobre nuestras actividades y palabras de aliento
StrongerTogether Campantildea de Instagram
Protocolos de vuelta a la oficina
Video con las medidas de seguridad posters infografiacutea enviada por mail recordatorios por mail y RRSS
Testimonios en video
Primeras impresiones de los compantildeeros que fueron regresando a las oficinas
Consejos de salud
Emails de WebHEALTHenviados dos veces por semana Actividades especiales por el diacutea mundial del Yoga
Se creoacute un video recap de todas las actividades que compartimos durante el confinamiento en webhelpspain y strongertogether
Copyright copy 2020 All rights reserved 12
CUIDADO DE NUESTROS WEBHELPERS ndashACTIVIDADES EN CASA
Actividades
Club del libro
Trabajando con mascotas
Reuniones virtuales
Recetas de cocina
Juegos
Copyright copy 2020 All rights reserved
CUIDADO DE NUESTROS WEBHELPERS
Plan de comunicaciones durante la crisis del COVID-19
Nuestro Departamento de Comunicacioacuten establecioacute la tipologiacutea y frecuencia de las comunicaciones internas en estrecha colaboracioacuten con los headquarters del Grupo compartiendo materiales y contenidos para su aplicacioacuten en otras regiones
13
Copyright copy 2020 All rights reserved
CUIDADO DE NUESTROS WEBHELPERS
Regalo de agradecimiento a todos los Webhelpers en Espantildea
Todos nuestros empleados recibieron un detalle en sus casas y oficinas para agradecerles por su compromiso y trabajo duro porque juntos logramos la milla extra
Estos son algunos de los mensajes de agradecimiento que compartieron con nosotros
14
Formacioacuten
Copyright copy 2020 All rights reserved 15
CUIDADO DE NUESTROS WEBHELPERS ndashSOPORTE CORPORATIVO
bull Comunicacioacuten de formaciones online
bull Formacioacuten y Coaching virtual
bull Microsoft Teams
bull Formaciones online PIMEC
bull Mejores praacutecticas de coacutemo trabajar desde casa (preparadas por uno de los
proyectos que ya trabajaba en casa anteriormente)
bull Material de formacioacuten del Centro of Excelencia de Webhelp incluyendo
bull Problemas teacutecnicos coacutemo restablecer mis contrasentildeas la clave para el
uso de Avaya desde Pc menuacute desplegable de VPN etc
bull Gestioacuten de equipo coacutemo hacer una sesioacuten 1 a 1 de forma remota
coacutemo mantener los liacutemites del equipo etc
bull Actitudes especiacuteficas para el trabajo desde casa lo que se debe y no
se debe hacer
Salud
bull Actualizaciones de protocolo para viajar en zonas afectadas o cuando se
regresara recientemente de una de las zonas afectadas (por ejemplo Italia)
bull Aplicacioacuten meacutedica para consultas privadas por teleacutefono
bull Protocolo sobre coacutemo tratar de forma general el COVID19
bull El protocolo actualiza coacutemo comportarse en caso de que los empleados
tuvieran siacutentomas
bull Ademaacutes se envioacute una encuesta de evaluacioacuten del Ministerio del Interior a los
gerentes y al personal para evaluar sus condiciones laborales actuales en el
hogar
Copyright copy 2020 All rights reserved 16
CUIDADO DE NUESTROS WEBHELPERS ndashACTIVIDADES EN CASA
Actividades
Club del libro
Trabajando con mascotas
Reuniones virtuales
Recetas de cocina
Juegos
Copyright copy 2020 All rights reserved 17
CUIDADO DE NUESTROS WEBHELPERS ndashRESULTADOS
Resultados de la encuesta especiacutefica sobre teletrabajo
En el mes de mayo realizamos a nuestros Webhelpers en Espantildea una encuesta para saber el grado de satisfaccioacuten con la transicioacuten al teletrabajo Un 73 de los encuestados no habiacutea realizado nunca teletrabajo antes de la crisis
90
SE SENTIacuteAN MOTIVADOS
TRABAJANDO DESDE CASA
86
SATIFACCIOacuteN CON EL EQUILIBRIO ENTRE EL TELETRABAJO Y VIDA
FAMILIAR
88
SATISFACCIOacuteN CON LA RESPUESTA DE WEBHELP ANTE LA
CRISIS
94
SE SENTIacuteAN SEGUROS DE PODER HACER SU TRABAJO DE FORMA
REMOTA
Un 65 de los empleados indicaron que no tuvieron problemas teacutecnicos durante el confinamiento
Un 44 de los empleados indicaron que no tuvieron grandes desafiacuteos a la hora de teletrabajar De los que siacute tuvieron un 21 indicaron problemas de conectividad
Un 80 de los empleados consideraron uacutetiles los consejos sobre teletrabajo enviados regularmente
La satisfaccioacuten global con el teletrabajo durante el confinamiento fue del 88
30NPS
El NPS en la uacuteltima encuesta de empleados
2019 fue de -140 ndash no lo recomendariacutea en absoluto
10 ndash lo recomendariacutea
totalmente
Copyright copy 2020 All rights reserved 18
CUIDADO DE NUESTROS WEBHELPERS ndashRESULTADOS
Resultados de la encuesta global de Webhelp sobre COVID-19
En el mes de junio todas las regiones de Webhelp completamos una encuesta complementaria a la anterior donde se analizaba la situacioacuten del teletrabajo y se preguntaba ademaacutes por futuras preferencias de jornada
Copyright copy 2020 All rights reserved 19
CUIDADO DE NUESTROS WEBHELPERS ndashRESULTADOS
Resultados de la encuesta global de Webhelp sobre COVID-19
Pmd llamadas contestadasSep amp Oct 2019 (antes de peakseason)
Niveles de servicio
Copyright copy 2020 All rights reserved 21
SERVICIO ndashANAacuteLISIS DE DATOS
Calidad
Muestreo de 18 de nuestros proyectos que usan la
herramienta de monitorizacioacuten corporativa
Si bien durante la crisis el volumen de escuchas
descendioacute a niveles similares de periodos de peak
season la calidad se mantuvo
Copyright copy 2020 All rights reserved 22
SERVICIO ndashFEEDBACK DE CLIENTES
ldquoThank you for sharing the informationWe are glad that current measures taken areworking out so far and there are nointerruptions of service for PUMA customersChallenges will remain to ensure efficiencyand quality ndash with the high dedication of thesupervisors and project management Irsquomconfident that we can jointly manage thesituationrdquo
ldquoFirstly a very large round of applause andwell done from our JDE UK Leadership interms of the amazing turnaround in gettingall Agents set up to work from home at thatshort notice and ensuring continuity ofCustomer Service to our UK amp Irelandconsumers 128522128522rdquo
Nuestros clientes quedaronsatisfechos con laimplementacioacuten de las medidas laimplicacioacuten colaboracioacuten de todoslos empleados y los resultadosobtenidos A continuacioacuten algunosde los comentarios recibidos
ldquoWell done and ldquothank yourdquo to you and all ofthe Webhelp team in regard to thepreparations for home working It was a hugejob with little impact to us I spoke with Marcyesterday and he said that people in the teamswere mostly positive and super helpful I thinkI understand more that most people the effortsinvolved in making this happen so I am sopleased wi2th the reaction and actions fromyou and the teamrdquo
Otros comentarios positivos recibidos de los siguientes clientes
bull Satisfecho con la raacutepida respuesta deWebhelp
bull Satisfecho de poder mantener lasoperaciones en curso
bull Mostrando apoyo al BCPbull Satisfecho con la colaboracioacuten con todos
los departamentos e IT
Copyright copy 2020 All rights reserved 23
SERVICIO ndashRESULTADOS
A nivel de grupo el grado medio desatisfaccioacuten de nuestros clientes ha subido5 puntos con respecto a la anteriorencuesta (Q4 2019) En la regioacuten deEspantildea la satisfaccioacuten general es algoinferior a la del grupo (81) pero encambio la satisfaccioacuten con la gestioacuten delCOVID-19 es superior (88 comparado con83)
Copyright copy 2020 All rights reserved 24
PLAN DE REGRESO
Desde el momento en que nos confinaron estamos trabajando en disentildear una vuelta a las oficinas que respeten las
medidas necesarias de distanciamiento social higiene y seguridad Nuestro equipo multidepartamental realiza reuniones
semanales de seguimiento para ver que las oficinas los proyectos y los empleados estaacuten preparados para este regreso
escalonado Hemos combinado este regreso a la oficina junto con nuestro nuevo modelo de trabajo hiacutebrido
Nuestro edificio de Diagonal ha sido certificado como ldquoGlobal Safe Siterdquo
Project Plan de regreso a la oficina en modelo hiacutebrido
33
77164 280
356
33103
267
432 391434
10
96
268
281 202
243
66
245
856
1218 1188
1366
0
200
400
600
800
1000
1200
1400
1600
0
200
400
600
800
1000
1200
1400
1600
1800
April May June July August September
Tota
l acu
mul
ado
Axis Title
Personal trabajando en la oficina
22 Ausias March Malaga Diagonal Valencia Mas Blau
Mediattic Pamplona Roc Boronat Santa Luciacutea Total
Debido a las uacuteltimas medidas establecidas por el Gobierno actualmente estamos volviendo a fomentar el teletrabajo ante un modelo hiacutebrido
Antes de la crisis del COVID-19 nuestro modelo de trabajo era un 90 en la oficina y un 10 de empleados en casa Tras implementar el modelo de teletrabajo y analizar resultados de la operacioacuten y predisposicioacuten y apetencia tanto de clientes como de empleados estamos trabajando en la implantacioacuten de un modelo hiacutebrido de teletrabajo que combina LO MEJOR DE LOS DOS MUNDOS
Copyright copy 2020 All right reserved 25
Flexibilidad para la gentebull Dar flexibilidad a nuestros Webhelpers y ofrecer una mejor propuesta de valor para los
empleadosbull De base voluntariabull El regreso a la oficina es posible si no se dan las condiciones en casa o hay fatiga
Mitigar los Riesgos operacionales
bull La elegibilidad para el teletrabajo se basa en el desempentildeo bull Hay poliacuteticas de retorno a la oficina en caso de empeoramiento del desempentildeo
Dinaacutemica de ventasbull Asegurar una fuerte dinaacutemica de ventas y un ambiente impulsado por el hecho de estar en la
oficina cuando los equipos estaacuten onsitebull Organizar animaciones desafiacuteos onsite aprovechando la dinaacutemica de grupo
Espiacuteritu de equipo y engagement
bull Desarrollo del espiacuteritu de equipo y asegurar la conexioacuten a traveacutes de eventos sociales animaciones onsite y proximidad
bull Fortalecer el sentido de pertenencia a Webhelp y las marcas que representamos
MIRANDO AL FUTURO ndashMODELO HIacuteBRIDO
Copyright copy 2020 All right reserved 26
Mejora operacional Continuidad de negocio
El modelo hiacutebrido puedebull Ampliar el pool de talento extendiendo su
cobertura geograacuteficabull Atraer nueos perfiles de candidatos (para
quienes la configuracioacuten in situ exclusiva no es compatible con las limitaciones personales)
bull Atraer nuevo talento con skills especiacuteficos o superiores
Atraccioacuten de talento
bull Los desplazamientos generan hasta el 32 de las emisiones de carbono totales de Webhelp
bull Al reducir los desplazamientos trabajar desde casa puede reducir nuestro impacto en el medio ambiente y por tanto en la huella de carbono general de nuestro cliente
Reduccioacuten de emisiones de carbono
Ponemos a nuestro cliente en nuestro corazoacuten Ponemos los mejores intereses
de nuestros clientes en el corazoacuten asiacute es como hacemos un esfuerzo adicional
bull El modelo hiacutebrido incluye un BCP incorporado lo que garantiza la continuidad de las operaciones sin problemas de nuestro cliente en un contexto de crisis
bull Mejor desempentildeo general Disminuyendo la rotacioacuten voluntaria y reteniendo
la experiencia y los skills Incrementando la retencioacuten de los top
performers
Mayor flexibilidadbull El modelo hiacutebrido puede aumentar la flexibilidad
en la prestacioacuten de nuestro servicio aprovechando la optimizacioacuten de WFM habilitada por la flexibilidad del trabajo en casa (por ejemplo turnos divididos) para una mejor adherencia a la curva de demanda
La implementacioacuten del modelo hiacutebrido tiene pocas interrupciones en comparacioacuten con el modelo completo en el sitio lo que limita el riesgo para nuestros clientes
Valor para nuestros clientes1
MIRANDO AL FUTURO ndashMODELO HIacuteBRIDO
Copyright copy 2020 All right reserved 27
En una encuesta interna realizada en 11 paiacuteses en mayo 2020 los agentes indicaron que prefeririacutean trabajar
En un modelo hiacutebrido
Onsite solamente
En casa solamente
67
23
10
Motivaciones para trabajar desde casa
Menos transporte
Mejor entorno de trabajo
Maacutes flexibilidad para una mejor conciliacioacuten
bull Menos coste
bull Menos tiempo
bull Menos fatiga
bull Entorno menos estresante
bull Menos fatiga debido al ruido
bull Comer en casa
bull Capacidad para manejar las limitaciones personales (nintildeos a la escuela tiempo en familia etc)
Valor para nuestros empleados2
MIRANDO AL FUTURO ndashMODELO HIacuteBRIDO
Copyright copy 2020 All right reserved 28
APRENDIZAJES
Alto compromiso y participacioacuten de todos los
empleados de Webhelp
Alto compromiso del equipo de IT (exceso de trabajo durante el fin de semana
anterior a la implementacioacuten completa)
Alta colaboracioacuten compromiso y apoyo de todos los programas (de Managers y
agentes) Uno de los programas incluso creoacute una instruccioacuten en video para sus
agentes sobre coacutemo instalar VPN y Softphone
Fomento tambieacuten a traveacutes de mensajes de motivacioacuten de la presidenta Helena
Guardans y el director general Julio Joliacuten
Asegurar la continuidad del negocio
Webhelp pudo cambiar de una estructura basada en la oficina a una basada en
el teletrabajo (de un 90 - 10 a un 10 -90) en menos de una semana
Por lo tanto pudo minimizar el impacto sobre el personal y la prestacioacuten de
servicios
Webhelp fue capaz de proteger y reforzar la reputacioacuten y la imagen corporativa
Reduccioacuten del impacto financiero
Reduccioacuten del absentismo durante las 2 primeras semanas de despliegue
Invertir y adaptarnos a nuevas tecnologiacuteas
Durante los uacuteltimos antildeos Webhelp se ha centrado en la Innovacioacuten para adaptarse
a las nuevas tecnologiacuteas como
bull Cambio a Microsoft Office 365bull Cambio de servicio telefoacutenico a Avaya Red Avaya One X habilitando la
posibilidad de estar conectado en casa fuera de las oficinas principales detrabajo
bull Dashboards Informes a traveacutes de Tableau y SQL Server accesibles a traveacutes devarios dispositivos (incluido el moacutevil)
bull Automatizacioacuten de contactos mediante IVR Machine Learning y Bots
Partnership y recomendacioacuten de nuestros clientes Los clientes y Webhelp reforzaron su soacutelida asociacioacuten colaborando entre siacute
en la situacioacuten de desastre Los clientes mostraron confianza y apoyo a nuestras decisiones y acciones Webhelp acordoacute con algunos de los clientes hacerse cargo tambieacuten de algunas
de las tareas diarias relevantes en las operaciones (generalmente escaladasadministradas por los clientes)
Contact Information
Marta Loacutepez
Business Development Director
MartaLopezwebhelpcom
Slide Number 1
Slide Number 2
Slide Number 3
Slide Number 4
Slide Number 5
Slide Number 6
Slide Number 7
Slide Number 8
Slide Number 9
Slide Number 10
Slide Number 11
Slide Number 12
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Slide Number 14
Slide Number 15
Slide Number 16
Slide Number 17
Slide Number 18
Slide Number 19
Slide Number 20
Slide Number 21
Slide Number 22
Slide Number 23
Slide Number 24
Antes de la crisis del COVID-19 nuestro modelo de trabajo era un 90 en la oficina y un 10 de empleados en casa Tras implementar el modelo de teletrabajo y analizar resultados de la operacioacuten y predisposicioacuten y apetencia tanto de clientes como de empleados estamos trabajando en la implantacioacuten de un modelo hiacutebrido de teletrabajo que combina LO MEJOR DE LOS DOS MUNDOS
Slide Number 26
Slide Number 27
Slide Number 28
Slide Number 29
Week
Timeline
Project Implementation
SOW
Project Timeline
Recruitment
Training
IT amp Facilities
Reporting
Operations
Week1
ERRORREF
19
0
61
28
9
8
8
0
Week2
ERRORREF
23
0
61
28
9
9
8
0
Week3
ERRORREF
31
0
89
58
14
10
17
0
Week4
ERRORREF
34
0
92
60
14
22
17
0
Week5
ERRORREF
39
0
93
61
24
41
17
0
Week6
ERRORREF
0
0
0
0
0
0
0
0
Week7
ERRORREF
Week8
ERRORREF
Week9
ERRORREF
Week10
ERRORREF
Week11
ERRORREF
Week12
ERRORREF
Instructions
1 Ensure to copy formual from previous week into the current week
2 Ensure to copy data as real value before updating the plan (this way you will capture weekly progress)
Decision Log
ID
Topic
Description
Incorporate To E32169 Where actions are incorporated to eg Change Order SOW Playbook Process CIC etc
Entry Date
Taken by
Comments
1
2
3
4
5
6
7
8
9
10
IVR Setup Plan
Tower
Item
Start Date
End Date
Owner
Status
Remark
IVR Setup Plan
Define IVR Scope
Confirm voice requirement - Local Professional
ERRORREF
ERRORREF
ERRORREF
(1)
Confirm language requirement for each country
ERRORREF
ERRORREF
ERRORREF
(1)
Develop IVR Workflow
Develop IVR workflow for each country
ERRORREF
ERRORREF
WH
(1)
Client review and approval
ERRORREF
ERRORREF
Client
(1)
Develop IVR Script
Obtain existing script [If Available]
29-Jun
6-Jul
WH
(1)
Develop IVR script in each language
29-Jun
6-Jul
WH
(1)
Client review and approval
4-Jul
6-Jul
Client
(1)
Recording IVR
Obtain existing recording [If Available]
ERRORREF
ERRORREF
WH
(1)
Identify voice talent
ERRORREF
ERRORREF
WH
(1)
Record IVR in each language
ERRORREF
ERRORREF
WH
(1)
Client review and sign-off
ERRORREF
ERRORREF
Client
(1)
Configuration and Testing
IVR configuration to telephony system
ERRORREF
ERRORREF
WH
(1)
Testing and UAT
ERRORREF
ERRORREF
WH
(1)
Client review and sign-off
ERRORREF
ERRORREF
Client
(1)
Program Readiness Checklist
RESONSIBILITY
ACCOUNTABILITY
CONSULT
INFORM
Oracle
SBT
ActionsComment
Contractual
Resources Defined
ClientSBT AM
VP
VP
PMVLM
euro - 0
Levels Defined
SBT HR amp REC
SBT HR amp REC
VP
PM
euro - 0
Management Structure
SBT AMVP
SBT AM
VP
PM
euro - 0
Targets amp KPI Set
LynnPM
PM
VP
VLM
euro - 0
Program
Recruitment Process
PMO
REC
PM
VLM
euro - 0
RACI Frame work
PM
PM
VP
PMOVLM
euro - 0
Sales Engine
VLM
PM
VP
PM
euro - 0
10 week Plan
VLM
PM
VP
PM
euro - 0
Soft Metrics Defined
VLM
PM
VP
PM
euro - 0
Territory Allocated
VLM
PM
PM
PM
euro - 0
Territory in CRM
VLM
PM
PM
PM
euro - 0
Quarter Campaignpromotions
VLM
PM
PM
PM
euro - 0
Rules of Engagement
PM
PM
VLM
PM
euro - 0
Playbook
PMO
PM
VLM
PMO
euro - 0
On-boarding Plan
VLMSBT Training
PM
PM
PM
euro - 0
Training amp Coaching Plan
VLM
PM
SBT Training
PM
euro - 0
QA
VLM
PM
SBT Training
PM
euro - 0
Communications
Organisation Structure
PM
PM
VP
VLM
euro - 0
ROB Country
VLM
PM
VP
PM
euro - 0
ROB Program
PM
PM
VP
VLM
euro - 0
ROB RHQ
PM
PM
VP
VLM
euro - 0
Communication Pack
PM
PM
VP
VLM
euro - 0
Reporting Established
PM
PM
VP
VLM
euro - 0
Reporting Calendar Agreed
PM
PM
VP
VLM
euro - 0
Management
Talent Assessment
VLM
PM
VP
PM
euro - 0
Job Descriptions
VLM
PM
VP
PM
euro - 0
Employee Readiness Check
VLM
PM
VP
PM
euro - 0
Individual Targets Set
VLM
PM
VP
PM
euro - 0
Funnel Validation
VLM
PM
VP
PM
euro - 0
Head Count Filled
VLM
PM
VP
PM
euro - 0
Comp Plan Issued
PM
PM
VP
VLM
euro - 0
Comp Plan Signed
PM
PM
VP
VLM
euro - 0
Welcome Pack
VLM
PM
VP
PM
euro - 0
Infocenter Access
VLM
PM
VP
PM
euro - 0
Sharepoint Access
VLM
PM
VP
PM
euro - 0
Agent
Readiness Training
VLM
PM
VP
PM
euro - 0
Red Carpet
VLM
PM
VP
PM
euro - 0
Call Plan
VLM
PM
VP
PM
euro - 0
Partner ProfiledAllocated
VLM
PM
VP
PM
euro - 0
Territory Plan
VLM
PM
VP
PM
euro - 0
Territory Visits
VLM
PM
VP
PM
euro - 0
Individual Development Plan
VLM
PM
VP
PM
euro - 0
Onboarding
1
-1
1
-1
Onboarding
IT set-up
Location
Wave
Training start
Language Supporting Country
Status
Name
Role
Type
Comment
Credentials
Training
Work place
IT equipment
Telephony equipment
Internet connectivity
C-User
SAP Email address
ERRORREF
Kuala Lumpur
IT and Telephony Action List
Tower
Item
Start Date
End Date
Owner
Status
Remark
Avaya amp Oceanan
Avaya and Oceana
Internet Conection
Obtain quoation from 2 providers
Local IT
1
Cost approval
Local IT
1
Internet Setup
Local IT
1
VPN
VPN Setup
LocalBCN IT
(1)
Testing
LocalBCN IT
(1)
Avaya Design
Technical Design
Global IT
1
Functional Design
LocalBCN IT
-
VLAN amp MPLS Setup
LocalBCN IT
(1)
Install configure and deploy Avaya server
Global IT
(1)
IVR
Global IT
(1)
Equipment Order amp Delivery
Obtain quotation
Local IT
1
Cost approval
Local IT
1
Order all necessary equipment
Local IT
1
Delivery and deployment
Local IT
(1)
Telephony Configuration (Avaya amp Oceana)
Configuration
Local IT
(1)
UAT (Call Inbound)
Local IT
(1)
UAT (Call Outbound)
Local IT
(1)
UAT (Oceana)
LocalGlobal IT
(1)
Telephony delivered
Local IT
(1)
Cisco (as a backup)
Cisco
Design amp Implementation
Routing design
LocalGlobal IT
(1)
Cisco line setup as backup option
LocalGlobal IT
(1)
(5)
Local DID for all Asia Countries
Cisco
DID Setup
Identify provider for all countries line
Local IT
-
Obtain quotation
Local IT
-
Cost approval
Local IT
(1)
Routing design
Local IT
-
DID setup
Local IT
(1)
DID testing amp UAT
LocalGlobal IT
(1)
Routing
Local IT
(1)
Final testing amp UAT
LocalGlobal IT
(1)
Key Reports
Item
Version
Completion
Updates
Target Date
Dependencies amp Risks
C4CS Power BI Report
C4CS Power BI Report - Signoff
C4CS Direct Link to Power BI
MBR Dashboard - Draft
MBR Dashboard - Final
MBR Dashboard - Sign off
Avaya Report Global in Avaya System
C4CS amp Avaya Daily Report
WFM Puerto Rico
DiscussionAction Point
Item
Owner
Status
Remark
Target Date
Data - Access (Shared Folder)
Steffen
1
Intermediate solution for data storageData will be stored on Webhelp Enschede server for intermediate time until data (GDPR) items have been clarifiedData will be retrieved bysiti-aisyahmohdsallehsellbytelcomganeshloganathan1sellbytelcomLocation -Server 1023234 (via VPN)Server hostname sftpxtrasourceeu (if over the internet)Protocol sFTPSSHPort 22Username SBT_BIPassword hbjNfNvMNV6e7P
6-Feb
Demo on Avaya reporting functionalities
Steffen
1
Steffen to schedule some time with Aisyah and Ganesh to give more insights on functionalities within Avaya(First demo will be done tomorrow)
8-Feb
Documentation of Avaya Functionalities
Barry Steffen
1
- To provide other documentation with regards to Avaya functionalities to the team in APAC
8-Feb
Demo Training of Avaya Data Extraction
Almar
1
- Almar to conduct training to Eugene amp Ganesh on data extraction of Avaya amp Oceana- Training documentation stored inhttpsswasellbytelcomTrainingSignify20Training2020QualityFormsAllItemsaspxRootFolder=2FTraining2FSignify20Training2020Quality2FTraining20Material20Folder2028External20and20Internal20Access292FAvaya20Oceana20Supervisor20TrainingampInitialTabId=Ribbon2EDocumentampVisibilityContext=WSSTabPersistence
1-Feb
Global Decision makers
-
Reporting Demo
-
Avaya Data Extraction Access
-
Implementation Checklist
Topic
Details
Required
Owner
Status
General Set Up
1
General Set Up
11
Go live
if several waves indicate exact dates
Yes
-
First Wave 31-Jan Following Waves to be confirmed
12
Initition Template signed off
Defines project and server as Project Charter
Yes
-
13
Scope of Work (SOW) Defined and Signed
eg service sales support
Yes
-
14
Stakeholders Identified
internal and external
Yes
-
15
Communication stragety agreed
Define communciation for reporting implementation Operations escalations
Yes
-
16
Implementation start date agreed
Agree on proejct kick off date
Yes
-
17
Training start
if several waves indicate exact dates
Yes
-
First Wave 10-Dec Second Wave TBC
18
Recruitment start
indicate expected number of weeks before training start
Yes
1
6 - 8 weeks
19
HC Defined
please distinguish between waves if applicable
Yes
1
Wave 1 9 CH + 3 HK
11
Languages requirement agreed
specify per HC
Yes
-
11
JD
available already If so please share
Yes
1
11
Floor plan
available already If so please share
Yes
1
11
Telco line setup
ITFS procurement outbound line set up
Yes
-
11
IT equipment delivered
Develiry as per IT checklist
Yes
-
12
BI amp Reporting
Develop Report ROB WBR MBR and QBR
Yes
-
12
Program Readiness
Execure Readness checklist
Yes
-
Site Set Up
2
Site Set Up
21
Floor
Discuss and sign contract to rent
No
(2)
22
Develop obtain floor plan
No
(2)
23
Floor design (designation of common areas and workspace)
No
(2)
24
Painting type of floor curtains blinds etc
No
(2)
25
Quotation and purchase of air condition
No
(2)
26
Final cleaning before furniture set up
No
(2)
27
Cabling
General cabeling of the floor
No
(2)
28
Define single points to be cabled per workstation
No
(2)
29
Furniture common area equipment
Workstations tables chairs lockers etc
No
(2)
21
furniture for common areas (kitchen restrooms meeting rooms)
No
(2)
21
set up of furniture for workstationa and common areas
No
(2)
21
final cleaning after furniture set up
No
(2)
21
kitchen and bath room equipment
No
(2)
21
Security Meassures
order access control system
No
(2)
22
delivery of access control system
No
(2)
22
supply of access cards according to number of employees
No
(2)
22
Show room
setup of show room
No
(2)
22
others applicable
No
(2)
22
Mail box bell
mail box to be defined and labled
No
(2)
22
bell to connected to floor
No
(2)
HR and Recruitment
3
HR and Recruitment
31
Recruitment
overall responsible Dedicated recruiter
Yes
1
32
start date
Yes
-
33
JD creation and sign off
Yes
1
34
decide upon job ads
Yes
-
35
publish job ads
Yes
-
36
define recruiting process
Yes
1
37
Job specifications
start date of training
Yes
-
38
go live date after training
Yes
-
39
determine number of working hours per day week
Yes
-
31
determine number of working days per week
Yes
-
31
define shift modell
Yes
-
31
define bonus model
No
(2)
31
define salary range
Yes
-
31
determine vacation days
Yes
-
32
special vacation bank holiday agreements
Yes
-
32
special country regulations
Yes
-
32
duration fixed term employment
Yes
-
32
Onboarding
register employees in client tools
Yes
-
32
register employees in SBT tools (eg active directory)
Yes
-
32
is there a time recognistion system
Yes
-
32
distribute access cards to each employee
Yes
-
32
set up workforce management
Yes
-
Training
4
Training
41
Room equipment
define size of training groups
Yes
1
42
define IT equipment needed
Yes
-
43
Language country spedifics
define training language
Yes
-
44
are there country specifics to be tought to only some employees
Documentation of existing process (manual work processes etc)
Yes
-
Existing Europe process manual is available To obtain from Europe and review
412
Are there country specifics process
Yes
-
413
Localization of process
Yes
-
414
Special issues
to be considered
No
(2)
IT
5
IT
51
IT check list
definition of infrastructure requirements and capabilities
Yes
-
IT requirement to setup Oceana is TBC
52
sign-off Infrastructure Check-List by client
Yes
-
53
Connectivity
set up of Servers
No
(2)
54
server racks at site
No
(2)
55
quotation amp investment request for switches
No
(2)
56
ordering of switches
No
(2)
57
set up of switches
No
(2)
58
ensure internet connectivity at site
Yes
1
59
define connectivity to customer environment
Yes
1
51
quotation and purchase of Wi-Fi access points
No
(2)
51
set up of Wireless LAN
No
(2)
51
setup training rooms
No
(2)
51
Telephony
clarify telephony system (client or SBT)
Yes
-
51
order telephony system
Yes
-
52
delivery of telephony system
Yes
-
52
PCs
quotation amp investment request for workplace computer
Yes
-
52
ordering of workplace computer
Yes
-
52
quotation amp investment request for workplace headsets
Yes
-
52
ordering of workplace Headsets
Yes
-
52
delivery of PC Headsets and workplace UPS
Yes
-
52
Set up of workplaces (PC Phonesets Patching)
Yes
-
52
Tools software
set up of client tools (CRM etc)
Yes
-
52
set up of SBT tools
Yes
-
SBT to setup Avaya Oceana CRM
52
set up of client software (licences)
Yes
-
53
set up of SBT software
Yes
-
53
Security
quotation amp investment request for Firewall
Yes
-
TBC
53
ordering of firewall
Yes
-
53
set up of firewall
Yes
-
53
Printers Fax
quotation amp investment request for printers fax
No
(2)
53
ordering of printers fax
No
(2)
53
set up of printers fax
No
(2)
53
User acceptance testing
create UAT check list
Yes
-
53
test all IT systems before training start within SBT
Yes
-
53
test all IT systems before training start in relation to client systems
Yes
-
53
Reference machines
agree on reference machines
No
(2)
54
reference machines to be delivered
No
(2)
Reporting
6
Communication
61
Reporting
define reporting cadence
Yes
-
62
define distribution list
Yes
-
63
Business Review
define business review requirement
Yes
-
64
Communication Plan
define rhythm of business
Yes
-
65
Customer Interaction Center (CIC)
customer interaction center development
Yes
-
Finance
7
Finance
71
SOW
Develop and agree on the Scope
Yes
1
72
sign-off by client
Yes
-
73
Billing Process
Develop and agree
Yes
-
74
sign-off by client
Yes
-
75
PO
Issue PO and obtain payment
Yes
-
Risk and Mitigation Plan
Tower
Risk
Likelihood
Impact
Mitigation Strategy
Owner
Status
Remark
Commercial
Delay in Change Order sign off
Medium
High
HugoMarianne
1
Offer letter to new hire can only send with Change Order signed
Recruitment
Long hiring time for native agent
High
High
Proposed to hire local agent
Rey
1
Hire 90 local Malaysian
Unable to hire local agent in time
Low
High
- English agent to be deployed to support temporarily- Searching available internal candidate
Rey
1
Additional scope of ASEAN agents might take longer time
Infrastructure amp Facility
Late equipment delivery
Medium
Medium
Backup telephony system - Cisco to be setup
Khor
1
Cisco is SBT existing infrastructure with minimum setup effort needed
Delay in Avaya amp Oceana setup
Low
Medium
Backup telephony system - Cisco to be setup
Khor
-
VPN connection instable
Medium
Medium
VPN connectivity will be tested during implementation stage Foresee the connection should be stable most of the time In case of Oceana discruption Voice support should still be available
WH SBT IT
1
Lost of data due to disruption in Oceana
Low
Medium
Manual report during discruption
Ops
-
Oversea call forwarding legal constraint in China
Medium
High
Webhelp team to clarify and with our provider
WH SBT IT
1
- Potential legal constraint to perform oversea call forwarding from China to Malaysia DID- Call forwarding is allowed as confirmed by provider
Telephony UAT failed
Medium
High
Webhelp team will rectify the issue upon UAT on 221
WH SBT IT
-
UAT begin on 221
Signify VPN for PLM amp SAP
Medium
Medium
Luite
-
Soft Launch and Go-Live Schedule
Puerto Rico Work Schedule (5-Aug to 23-Aug)
8519
8619
8719
8819
8919
81019
81119
81219
81319
81419
81519
81619
81719
81819
81919
82019
82119
82219
82319
Voice Switch Over Schedule
Country
Voice Cut-over date
Support Country Time
MY Time (CET -6)
CET time (GMT +1)
Phone
Toll Toll Free Phone
Call Activity
Activity
Country
Voice Cut-Over
US
Outbound Activity - Webform amp Unassociated Tic
Canada
Outbound Activity - Webform amp Unassociated Tic
PROJECT
ABERT
SCOPE (Sales Customer Service Tech Support Helpdesk)
Customer Service
BILLING (Hourly FTE Transactions)
Hourly
Total EMPLOYEES (including Management)
130
Working Days
Monday to Saturday
Shift
9am till 6pm
Office Address
Diagonal 197 13th floor
Current Office Seat capacity
185
Employees distribution (refer to tab)
Employees
Distribution
HOME
20
15
OFFICE
20
15
HYBRID
90
69
TOTAL
130
100
Desk needed in the office
50
Desk needed with workstation (PC+Keyboard+Mouse)
33
Take into consideration people coming in the office with a laptop
2nd screen needed - Yes or No
Yes
If Yes how many are needed
16
Camera needed - Yes or No
yes
If Yes how many are needed
30
Any other requierements
NA
Meeting rooms needed in the office
2
15 PAX
Training rooms needed in the office
1
20 PAX
Customer AM notified (Yes or No)
Yes
Hybrid Model implementation Date
30-Jul
Employees distribution (refer to tab)
PROJECT
SCOPE (Sales Customer Service Tech Support Helpdesk)
BILLING (Hourly FTE Transactions)
Total EMPLOYEES (including Management)
Working Days
Shift
Office Address
Current Office seat capacity
HOME
OFFICE
HYBRID
TOTAL
Desk needed in the office
Desk needed with workstation (PC+Keyboard+Mouse)
2nd screen needed
If Yes how many
Camera needed
If Yes how many
Any other requierements
Meeting rooms needed
Training rooms needed
Customer AM notified
Hybrid Model implementation Date
ABERT
Customer Service
Hourly
130
Monday to Saturday
9am till 6pm
Diagonal 197 13th floor
185
20
15
20
15
90
69
130
50
33
Yes
16
yes
30
NA
2
1
Yes
30-Jul
SCOPE
Define the distribution of Employees based on the 3 working Model - HOME OFFICE HYBRID
HOME
Employees who prefer to work at home due to the following reasons
At risk to catch Covid
Looking after a person at risk
Long commute to work (gt130 hours per day)
Family constraints (Children school run)
Recommendation
We would recommend to have employees come in the office at least 2 days per month (except people at risk)
Capacity
up to 20
OFFICE
Employees who prefer to be at the office as they are unable to work at home due to non suitable working conditions (no space flatshare no internet etc)
Recommendation
We would recommend to have employees come in the office at least 2 days per month (except people at risk)
Capacity
up to 10
HYBRID
Employees who are able to alternate between work in the office and work at home
Recommendation
We would recommend to alternate weeks instead of day
We would recommend to alternate weeks instead of day - Preference 1 week in the office 2 weeks home
Capacity
up to 60
Scenario on 100 people project
HOME
Office
Hybrid A
Hybrid B
Hybrid C
TOTAL
Occupancy
20
30
15
15
15
100
Week 1 office
5
10
20
35
35
Week 2 office
5
10
20
35
35
Week 3 office
5
10
20
35
35
Week 4 office
5
10
20
35
35
Please note that shrinkage is not taken into consideration so attendance can vary between 15 to 25
Vacations will need to be scheduled when employees are working from home
FECHA
DIAGONAL
PAMPLONA
MEDIATIC
AUSIAS MARCH
ROC BORONAT
MAS BLAU
22
VALENCIA
MAacuteLAGA
TOTAL
22
Ausias March
Malaga
Diagonal
Valencia
Mas Blau
Mediatic
Pamplona
Roc Boronat
Santa Luciacutea
Total
72720
132
26
119
29
20
3
57
386
Marzo
544
207
27
1864
169
41
497
253
262
17
3490
8320
131
25
89
26
16
5
50
342
Abril
24
1
3
33
1
1
10
2
4
1
66
81020
134
25
101
29
21
4
46
360
Mayo
80
8
3
103
1
4
96
3
5
245
81720
135
31
95
17
19
6
40
40
152
535
Junio
165
48
77
267
58
8
268
35
49
1
856
82420
139
29
102
25
14
2
34
34
143
522
Julio
195
74
164
432
66
15
281
63
64
2
1218
83120
122
27
90
30
19
3
30
31
195
547
Agosto
142
64
280
391
66
14
202
79
60
1
1188
9720
169
40
100
29
15
3
31
38
210
635
Septiembre
161
80
356
434
77
19
243
96
67
3
1366
91420
168
46
88
37
20
3
37
39
183
621
92120
202
39
121
39
31
5
38
47
243
765
92820
205
43
134
44
24
1
45
48
243
787
10520
184
44
141
40
35
0
77
50
255
826
101220
101920
102620
11220
Pre-Covid
Capacity
185
Covid19
Capacity
97
Redesign
Capacity
138
Location
Site
Floor
SQM
SQM Price
Contract End
Capacity before Covid
Capacity during Covid
Capacity Hybrid
Meeting Room 1
Meeting Room 2
Meeting Room 3
Meeting Room 4
Meeting Room 5
Meeting Room 6
BCN
Diagonal
1
1088
154
BCN
Diagonal
2
1088
179
BCN
Diagonal
3
1088
182
BCN
Diagonal
4
1088
185
97
138
XX
XX
XX
xx
LAB
BCN
Diagonal
5
1088
175
BCN
Diagonal
6
1088
141
BCN
Diagonal
7
1088
180
BCN
Diagonal
8
1088
113
BCN
Diagonal
9
1088
112
BCN
Diagonal
10
663
99
BCN
Diagonal
11
663
99
BCN
Diagonal
12
663
41
BCN
Diagonal
13
663
110
BCN
Diagonal
14
663
110
BCN
RBA
1
336
CANTINA
BCN
RBA
2
752
110
BCN
RBA
4
1513
189
BCN
RBA
11
1513
106
BCN
Pamplona
1
1453
60
BCN
Pamplona
2
391
175
BCN
22
0
1171
9 (TRAINING DEPT)
BCN
22
1
608
136
BCN
22
2
608
123
BCN
22
3
608
115
BCN
Ausias March
1
830
93
BCN
Ausias March
2
830
126
BCN
Mas Blau
1
993
MAD
Madrid
1
MAL
Benalmaacutedena
1
2093
MAL
Benalmaacutedena
2
296
VLC
Valencia
1
1906
210
MLL
Mallorca
1
236
48
BCN
Mediatic
4
1500
218
BCN
Mediatic
5
109
37
BCN
Mediatic
7
1586
226
BCN
Marina
1
73
BCN
Marina
6
73
32441
3998
General Information
Hybrid Situation
INVENTORY
Project Dpt
Owner Manager
POC
Site
Floor
Total Employees
Strong Seasonality gt25
Approved for Hybrid
Hybrid suitable
Customer Agreed
Presented to employees
Provisional Guideline
Rotation Model
Permanent Office Seats
Hybrid Office Seats
People in Office
People home
People in hybrid
Customer Owned Equipment
Current PCs at office
Current laptops at office
Monitors
Current PCs at home
Current laptops at home
Monitors
Comment
IT
Pablo
Diagonal
8
42
last July week
17
IT
Pablo
Pamplona
1
last July week
1
IT
Pablo
Valencia
1
last July week
1
HR - Training Adrian Arias Adrian AriasCC TRAI
Elin Lind
22 Adrian Arias Adrian AriasElin shares office with J Cardot D8
10
Yes
72920
No best practises from WISE
2
8
HR - Recruitment
JC
Diagonal
8
37
Yes
81720
0
0
10
8
2
42
5
33
20
Info inserted on the Thursday 23rd in the evening
HR - Admin
Ingrid
Diagonal
8
20
No
Yes
Jul-20
Principalmente 3 en casa + 2 oficina algunas semanas 3 oficina + 2 casa
4
4
5
1
18
4
1
3
16
Quality Adrian Arias Adrian AriasCC QUAL
Irma Carrasco
Diagonal
8
4
Yes
Agreed with JD
72920
No but used from WISE Adrian Arias Adrian Ariasones shared by Elin from Luke and some best practices from other regions available in the WFH in WISE
Adrian Arias Adrian AriasCC TRAI
Adrian Arias Adrian AriasElin shares office with J Cardot D8
Adrian Arias Adrian AriasCC QUAL
Day
1
5
4
Finance
Violeta
Diagonal
12
10
4
4
6
Sales
Marta
Diagonal
12
7
1
0
0
9
Reception
Vanessa
DiagonalMediaticAM PAMPLONA
Various
6
No
Only 1 person
3 DAYS OFFICE 2 DAYS AT HOEM
6
0
5
0
1
5
1
0
0
Logistic
Jordi
0
4
4
1
4
Communication
Carla
Diagonal
12
3
1
1
3 iMacs
Facilities
Marga
12
AMER
Christian Wandt
22
73
82420
18
0
41
11
BBVA
Silvia Goacutemez
Ausias March
32
32
2
BOSE
Stephen Strydom
22
129
Yes
Yes 33 increase in Staffing December versus August
210820 up to 76 and rest done in september
3 groups one week in the office two weeks at home
20
40
20
26
80
42
2
105
17
CAMBIUM
Alberto Laporta
Pamplona
6
0
0
0
6
COSTA CRUCEROS
Denisz Tulajdon
Ausias March
11
No
No
NO
11
0
11
0
0
4
1
10
1
DELIVEROO
Louise Van Wyk
na
0
0
0
0
0
DKV
Denisz Tulajdon
Ausias March
18
Yes
Yes
one week in two weeks at home
4
5
4
0
15
5
1
17
0
DRAumlGER
Alexandre Morey
Diagonal
19
19
0
0
0
0
No PCacutes are proprety of Webhelp for the Draumlger project
EDEN
Denisz Tulajdon
0
EPSON EPS
Alberto Laporta
Marc Torrell
Pamplona
60
20
13
11
6
36
7
EPSON EPS
Alberto Laporta
Marc Torrell
Valencia
36
11
7
4
4
27
1
EPSON ICAM
Adrian Arias
Pamplona
12
Yes
73120
5
0
12
10
2
15
3 additional screens at home
EPSON Lead Generation
Adrian Arias
Pamplona
3
Yes
73120
0
0
0
2
1
2
GFK
Marigona Gjochi
Diagonal
12
GOOGLE
Jan-Mirko Kruschet
DiagonalRBA
294
294
27
2
0
3
Google owned devices are used for production Webhelp owned PCs are used just for adminreportingmanagement
GOOGLE CHROMECAST
Nicolas Luque
Diagonal
102
Presented only to management Hold from GAM Adrian Arias Adrian AriasOur goal was to start sharing with agents during the next two weeks but we have been waiting for confirmation from Google if WFH will be allowed once the Covid-19 BCP is officially closed and if they will allow a hybrid model (that implies double equipment assignment to employees) This decision comes from the xWS Global Team At the moment there is no final confirmation and we do not know when we will receive the confirmation We have been advised to GAM to hold on for the moment as any changes on the WFH set up needs to be communicated and approved by Google before We have a meeting planned for next Tuesday (1808) to discuss the communication plan and Google confirmationapproval It could not be done before due to August holidays Our main worry is that we share this with all our employees and then Google requests us to go back to the office and we cannot go through with the plan which will create discomfort with our agents
102
1
0
2
0
Google owned devices are used for production Webhelp owned PCs are used just for adminreportingmanagement
GOOGLE CLOUD
Gabriel Manzanera
RBA
0
GOOGLE OPERATING SYSTEMS
Nicolas Luque
Diagonal
283
Presented only to management Hold from GAM
283
10
0
2
1
Google owned devices are used for production Webhelp owned PCs are used just for adminreportingmanagement
GOOGLE PPS
Gabriel Manzanera
Diagonal
2
0
GORE
Alberto Laporta
Giorgia Salvini
Pamplona
1
12
No
Yes
1 Week office 1 week home
2
12
2
0
9
1
GUESS
Ines Owczarek
Hugo Sore
Ausias March
72
Yes
Suitable
Communicated to PM
We have 3 groups and we then do 1 week in 2 weeks home for each of the groups In Guess we have 45 FTEs and in the office we can have up to 15 Advisors at the same time which suits the rotation perfectly
4
11
4
6
35
16
7
65
1
HP Transactional
Column Fleming
Diagonal
4
71
71
0
1
0
7
HP Transactional
Column Fleming
Valencia
7
7
0
0
0
0
HP3D_Printing
Christina Muriel
NA
no equipment
HPE INSIDE SALES
Louise Van Wyk
Barcelona
71
Located in client office
0
0
0
4
HPI 3WW
Federico Muntildeoz
22
57
2
1
2
2
HPI End User Space Global
Andrea Pane
Diagonal
1
66
66
0
1
10
11
HPI End User Space PC
Jesus Gonzalez
Diagonal
4
127
127
0
3
8
9
HPI End User Space PC
Jesus Gonzalez
Valencia
9
9
0
1
0
0
HPI End User Space Print
Ross Ellis
Diagonal
54
54
0
0
5
4
HPI GSB DESIGNJET
Louise Van Wyk
RBA
2
19
3 groups of people one week on one week off
4
5
4
0
15
2
2
9
10
HPI GSB DESIGNJET
Louise Van Wyk
Valencia
1
0
0
1
0
HPI GSB INDIGO
Christina Muriel
HPI MIDMARKET AND CEP
Nasima Salimova
NA
4
NA
NA
NA
NA
NA
They are now
HPI STORE + HPI STORE PS
Shahed Saffari
Not Suitable - PCI
No
49
7
55
4
HPI SUPPLIES
Luisa Oralia Hernaacutendez
RBA
2
28
Yes
Yes
2 days in the office + 3 at home 2 rotation groups project manager in the office 4 days a week
Preferably 28 - Depending if we will be reallocated to another building
16 if all permanent seats are not possible - all agents have laptops so we will just need screens
0
Depending on regulations + I have 3 people on risk groups
26
0
0
0
28
HPI Telemarketing
Maria Martinez
Diagonal
9
0
0
0
3
resto del equipo estaacute con laptops del cliente pero con accesorios WH
HPI Telemarketing Madrid
Maria Martinez
Madrid
8
3
0
5
1
INBOUND PROJECTS
Monica Lopez
Diagonal
13
52
4
46
2
INDITEX
Natalia Loacutepez
Mediatic
305
123
9
197
10
Seasonality agents x - to confirm with Saulo
ISDIN
Monica Lopez
Diagonal
13
14
3
0
7
14
2
29
ISDIN
Monica Lopez
Diagonal
13
14
3
0
12
2
JDE
Christopher Harrison
Marina
55
No
Yes
CW 34
We will start with 1 week on 2 off and then look to move to 1 on 1 off 3 groups then 2
9
24
3
3
48
1
51
3
LA CAIXA
Monica Lopez
Diagonal
13
11
8
3
LASTMINUTE
Fernando Peacuterez
0
0
0
3
0
in process to send it back to office since project is suspended due to pandemic The rest of pcs have been sent back
LEIA
Anastasia Kozlova
Diagonal
339
2182020 to staffwaiting for approbal from Global to communicate to agents
144 iMacs
6
271
6
LEVIS
Gloria Garcia
mediatic
42
28
4
27
5
LG
Fernando Peacuterez
62
most part of LGs project is handled with LGs computers
LUKE
Duane Kennelly
Diagonal
709
2182020 to staffwaiting for approbal from Global to communicate to agents
5 PCs - 9 iMacs
5
2 PCs - 693 iMacs
2
MAMMUT
Alberto Laporta
Giorgia Salvini
Pamplona
1
5
No
Yes
1 Week office 1 week home
0
3
7
1
0
3
1
MANGO
Gladys Pages
Mogravenica Logravepez
333
70
187
78
Info given by Manal Ehsan
MARKEM IMAJE
Denisz Tulajdon
Ausias March
8
No
Yes
one week in one week at home
1
1
1
5
2
3
0
5
1
MICHAEL_KORS
Ines Owczarek
Mediatic
14
Not suitable - PCI
No
13
2
1
0
for TL and PM we needed to duplicate as they need to have PCI and non PCI environment
Musement
Ines Owczarek
Ausias March
3
13
Suitable
No
1
0
10
2
PEPE JEANS
Monica Lopez
Diagonal
13
15
0
0
15
0
PUMA
Alberto Laporta
Pamplona
1
52
10
1
38
11
ROCA (se incluye en Inbound Projects)
Monica Lopez
-
-
-
RUCKUS
Shahed Saffari
Ausias March
2
12
Yes
Not comunicated yet
2
2
8
0
SEAT
Claudia Vicente
Mas Blau
1
27
Jul-20
1
2
21
3
SPORTIUM
Ines Owczarek
CU Inhouse
I
36
Not suitable - Inhouse
No
36
-
-
-
-
Client equipment
TOUS
Monica Lopez
Diagonal
13
25
7
1
15
0
TP VISION
Lydia Peitx
Barcelona
1
1
TP VISION
Lydia Peitx
Benalmaacutedena
61
Not suitable
No
0907 move back to office pending on IT Networking team
53
8
UPFIELD
Ines Owczarek
Ausias March
15
2
0
14
1
2 pc are set up already at the office
VAESA
Claudia Vicente
Mas Blau
1
70
Jul-20
4
1
52
13
WALLAPOP
Monica Lopez
Diagonal
13
75
17
43
3
SIGNIFY - Puerto Rico
Christian Kohl
San Juan
Yes
Possible
Probably weekybi-weekly rotation
67
3
30
30
17
43
3
Back Market PR
Christian Kohl
San Juan
8
Yes up to 12
YES
No
0
3
0
12
0
17
43
3
FESTO
Louise Van Wyk
TBD
NEW
As it is a new project we would prefer to start with everyone in the office for the ramp-up phase Once they are ramped up we can move to hybrid model
11
0
11
0
0
17
43
3
HPE Edenred
Louise Van Wyk
Diagonal
No
Yes
As it is a small team rotation dos not make sense as they will be alone in the office Our idea is to have all 4 of them in the office 3 days per week
0
4
0
0
4
17
43
3
REFID
PRE-IMPLEMENTATION
MITIGATIONS WARNINGS REMEDIES
POST-IMPLEMENTATION
Date
RISK - Category
RISK DESCRIPTION
RISK IMPACT
RISK SEVERITY
RISK LIKELIHOOD
RISK LEVEL
MITIGATION
RESPONSIBLE
STAUS
Date
RISK SEVERITY
RISK LIKELIHOOD
RISK LEVEL
ACCEPTABLE TO PROCEED
1
Yes
1 low - 10 high
1 low - 10 high
1 low - 10 high
1 low - 10 high
YES NO
2
No
1
72220
Connectivity
ISP connectivity from employee to Avaya There are ISP they do not give bandwidth or protocoll for VoIPSIP Thus user cannot do phone calls over Avaya Red or similar solution
Voice quality very bad or cannot place or recieve calls
9
3
27
4G Router solves quality issues
IT
Ongoing
3
2
72220
Connectivity
ISP may change their TampC for privatconsumer services
current connection from employee are for consumer and not for commercial used ISP may change their TampC as agent will used it for commercialprofessional purposes
8
5
40
This is not happening at the moment but can at any given time most like when this situation is over
TBD
Open
4
3
8420
People
People visiting countries are confined for x days
We people visiting their home countries and they are locked down for 1-2 weeks before they can go out They are working this lock down in their country and after they spent their x daysweeks of vacation
5
10
50
HR
Open
5
4
6
5
7
6
8
7
9
8
10
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
Action Log
ID
Topic
Discussion Point
Action Point
Entry Date
Owner
Due Date Review Date
Status
Updates
1
Define a guide for Managers to assess feasibility to deploy hybrid model
7-Jul-20
Done
2
Invetory
7-Jul-20
Jerome Adrian Pablo
31-Jul-20
Ongoing
Projects Reported Inventory Big discrepancy between Inventory DB and report Pablo analysing discrepancy29720 250 PC + 100 Laptops to check fix workspaces of Mango and Inditex
Closed
3
Order equipment
1-Aug-20
Pablo
TBD
Not started
Order missing or replace aged equipment
Pending
4
Floor plan Desing
7-Jul-20
Marga
31-Jul-20
Ongoing
Sample of Diagonal 4th floor in this doc
Overdue
5
Security - Virtual desktop
7-Jul-20
Daniel Pablo
TBD
Ongoing
Investigating
6
Work contract
29-Jun-20
Ingrind
TBD
Ongoing
Answers received and compiled by Ingrid
7
Guidlines for review and approval
Google Con Ops send draft for revision and validation
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
73
74
75
76
Project Plan
NO
ID
Task
Responsible
Start
End
Status
22-Jun
29-Jun
6-Jul
13-Jul
20-Jul
27-Jul
3-Aug
10-Aug
17-Aug
24-Aug
31-Aug
7-Sep
14-Sep
21-Sep
28-Sep
5-Oct
12-Oct
19-Oct
26-Oct
2-Nov
9-Nov
16-Nov
23-Nov
30-Nov
7-Dec
14-Dec
21-Dec
28-Dec
4-Jan
11-Jan
18-Jan
25-Jan
1-Feb
8-Feb
15-Feb
22-Feb
1-Mar
8-Mar
15-Mar
22-Mar
29-Mar
5-Apr
12-Apr
19-Apr
26-Apr
3-May
10-May
17-May
24-May
31-May
7-Jun
14-Jun
21-Jun
1)
Contract amp Legal
Contractual amp Legal
11
Between Webhelp and Customer
Overdue
111
Revision of contracts between Webhelp and Customers
Account Manager Program manager
112
Standard addendum
Jordi Tomas Procurement
12
Between Webhelp and Providers
Overdue
121
Internet Service Providers
TBC
122
Shipping courrier services
Jordi Tomas
13
Between Webhelp and Employee
Overdue
131
Renewal or change of contract
25
Ingrid Castillo
28-Jun-20
1-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
132
Working from home outside Spain conditions
10
Ingrid Castillo
28-Jun-20
1-Oct-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
Milestone Contract amp Legal
Overdue
2)
IT Infrastructure
IT Infrastructure
21
Revision connectivity to office
70
29-Jun-20
31-Jul-20
Overdue
-1
-1
-1
-1
-1
211
Data office infrastructure
70
IT
29-Jun-20
31-Jul-20
Overdue
-1
-1
-1
-1
-1
212
Voice office infrastructure
70
IT
29-Jun-20
31-Jul-20
Overdue
-1
-1
-1
-1
-1
213
Office hardware equipment
70
IT
29-Jun-20
31-Jul-20
Overdue
-1
-1
-1
-1
-1
214
Licencenses
70
IT
29-Jun-20
31-Jul-20
Overdue
22
Hardware
5
6-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
221
Home Office Equipment
5
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
2211
PC wifi or Laptop
10
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
2212
Keyboard Mouse
10
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
2213
2nd Screen
10
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
222
Office Equipment
5
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
2221
PC wifi or Laptop
10
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
2222
Keyboard Mouse
10
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
2223
2nd Screen
10
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
223
Maintenance and support of Home office IT equipment
5
IT
6-Jul-20
2-Oct-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
2231
Sparepart replacement
5
IT
20-Jul-20
2-Oct-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
2232
Connectivity to office
5
IT
20-Jul-20
31-Jul-20
Overdue
-1
-1
2233
Firewall
5
IT
6-Jul-20
31-Jul-20
Overdue
-1
-1
-1
-1
2234
VPN
5
IT
6-Jul-20
31-Jul-20
Overdue
-1
-1
-1
-1
2235
Cloudbased storage solution - OneDrive
5
IT
6-Jul-20
31-Jul-20
Overdue
-1
-1
-1
-1
2236
Indvidual Virtual Desktop Solution for Webhelp Managed Equipment
5
IT
6-Jul-20
31-Jul-20
Overdue
-1
-1
-1
-1
2237
BCP - Plan
5
IT
6-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
2238
Internal User Help Desk
5
IT
6-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
2239
Field Tec Support
5
IT
6-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
Overdue
Overdue
Overdue
Milestone IT Infrastructure
Overdue
3)
IT Security
IT Security
31
Collection of Project Security Requirements
15
IT Security
15-Jul-20
31-Jul-20
Overdue
-1
-1
32
Categorization in security levels
0
IT Security
1-Aug-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
33
Indvidual Virtual Desktop Solution for Webhelp Managed Equipment
15
IT Security
1-Aug-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
34
Approval process for home office solution
0
IT Security
1-Sep-20
30-Sep-20
Overdue
-1
-1
-1
-1
Overdue
Overdue
Milestone IT Security
Overdue
4)
Facilities
Facilities
41
Office
25
Facilities
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
42
Planing for max capacity
25
Facilities
1-Jul-20
15-Jul-20
Overdue
-1
-1
43
New home feeling or trendy office design
0
Facilities
15-Sep-20
30-Sep-20
Overdue
-1
-1
44
Hot desk solution
0
Facilities
1-Aug-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
46
Office Furniture for home office
0
Facilities
1-Jul-20
31-Jul-20
Overdue
-1
-1
-1
-1
461
Chair
50
Facilities
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
462
Table
50
Facilities
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
48
Milestone Facilities
Overdue
5)
People Management
People Management
51
HR
5
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
511
Legal revision on existing work contracts
20
Ingrid
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
512
New contracts
0
Ingrid
1-Sep-20
30-Sep-20
Overdue
-1
-1
-1
-1
513
Briefing of HR
Overdue
514
Work contracts
Overdue
52
Project Management
30
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
521
Framework office guidelines
5
PM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
522
Framework office guidelines
30
PM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
523
Productivity and service fullfillment
30
PM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
524
Feasibility and validation if a project can be hybrid
30
PM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
525
Corrective performance mangement
30
PM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
526
Guidelines working un the office (70 work + 30 Socialtraining)
30
PM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
526
Hybrid present and virtual meeting
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
527
Reenforce team events
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
528
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
53
Workforce Management
10
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
531
Planining between home and office
10
PMWFM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
532
Different shrinkage factors between office and home office
10
PMWFM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
533
Service coverage
10
PMWFM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
534
Realtime management
10
PMWFM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
54
Training
Overdue
541
Hybrid Training Classroom and Virtualroom
Overdue
542
Selfguided Training
Overdue
543
Webinars
Overdue
55
Communication
Overdue
551
Extra push to Wise
Overdue
552
Focus activities to include people at homeremote
553
TGIF sessions
Overdue
554
Communcation of the new Model to Managers
555
Communcation of the new Model to Customer
Milestone People Management
Overdue
6
IT Security
Communication
61
Communication to Progamm Manager and Owners
100
Jerome Derramond
1-Jul-20
15-Jul-20
Done
1
1
62
Communication to frontline managers and employees
25
IT Security
15-Jul-20
31-Aug-20
Overdue
-1
-1
-1
-1
-1
-1
0
Overdue
Overdue
Overdue
Overdue
Milestone IT Security
Overdue
Topic
Status Comment
Target Date
Engage with IT and understand that solution deployed for Hybrid
Setting up meeting with CTO and IT Service Manager
Ask IT on the HW statyus Hot desk
Floor ready for Hybrid ( IT + Facilities)
In touch with facilities team to get capacity per office
Contract Situation for the new functions
Engaged with HR Head of HR Admin is collecting and cosolidating information
Present to managers
Preparing points and expectations to communicate
Managers to prepare the list of function (Home Hybrid office)
Project Card work in progress
Managers to prepare schedule taking into consideration Hybrid
Implementation Dashboard
Milestone
Start
End
Status
Progress
Key Focus for the Week
Start
End
Status
Owner
100
Copyright copy 2020 All rights reserved 8
GARANTIZANDO LA ENTREGA DEL SERVICIO ndashIT
Configuracioacuten gradual de maacutes de 3500 estaciones de trabajo
(primer piloto del 10 despueacutes del eacutexito implementacioacuten
completa)
Instrucciones operativas para configurar Avaya One X y Cisco
VPN
Revisioacuten del nuacutemero de licencias adquiridas
Anaacutelisis de riesgo de Seguridad
Trabajo en la solucioacuten VDI de Microsoft Azure para estar listo
en caso de que los proveedores no entregaran ninguacuten equipo
nuevo
Debido a la raacutepida expansioacuten del COVID19 en Espantildea y a los rumores
sobre un posible confinamiento por parte del gobierno el piloto inicial
definido en el plan del proyecto no se pudo realizar por lo que el equipo
BCP decidioacute realizar un despliegue completo en su lugar
Planificacioacuten y roadmap de la implementacioacuten Despliegue
Inicio de la configuracioacuten
de los Perfiles VPN para
todos los proyectos El
equipo de IT configuroacute
manualmente todas las
estaciones de trabajo
(alrededor de 3500) El
equipo de BCP decidiriacutea
coacutemo enviar a casa a
todos los empleados
Comenzamos a
enviar a casa a todos
los empleados
Ya un 56 de los
empleados comenzaba la
semana laboral en casa
Monitoreo constante del
uso de la conexioacuten VPN y
el uso de la CPU e
informe a los miembros
del equipo BCP
Tickettool bajo entorno seguro
de nuevo
Hitos clave del despliegue
10 MARZO
13 MARZO
16 MARZO
23 MARZO
Project plan
inicial para la
configuracioacuten de
las estaciones
de trabajo
Organizacioacuten del soporte remoto
Procedimiento para controlar
las estaciones de trabajo
reales en casa
Creacioacuten del archivo de control de preparacioacuten de IT HBE para
rastrear a los usuarios y equipos listos para trabajar desde casa
Las operaciones tuvieron que informar a TI sobre el personal que
trabajaba desde casa
Creacioacuten de la liacutenea de soporte telefoacutenico remoto
URL puacuteblica temporal de Tickettool y cuentas
administrativas locales para acelerar la instalacioacuten del
software requerido
A
Copyright copy 2020 All rights reserved 9
GARANTIZANDO LA ENTREGA DEL SERVICIO ndashRELACIOacuteN CON EL CLIENTE
Webhelp notificoacute a sus clientes sobre la implementacioacuten del BCP
Algunos clientes apoyaron los proyectos enviando laptops a sus agentes
Webhelp dando soporte a las tareas relacionadas con el proyecto (por ejemplo
escaladas cambio de procedimientos)
Desactivacioacuten de algunos canales de contacto como Phone y Chat
Implementacioacuten de nuevos proyectos de forma remota
Plan de formacioacuten inicial y onboarding para nuevo proyecto (170 agentes) de forma
remota
bull Programas con protocolos de seguridad especiacuteficos (por ejemplo PCI y poliacuteticas de
seguridad propiedad del cliente)
bull Programas que trabajan con herramientas propiedad del cliente
bull Clientes afectados internamente por la Declaracioacuten de Estado de Emergencia
espantildeola
bull Implementacioacuten de nuevos programas durante el COVID19
Desafiacuteos
Acciones
Ejemplo de colaboracioacuten con uno de los clientes
maacutes antiguos
Copyright copy 2020 All rights reserved 10
GARANTIZANDO LA ENTREGA DEL SERVICIO ndashOPERACIONES Y PERSONAL
Microsoft Teams Talent Train Para la comunicacioacuten interna en los programas (Managers y agentes) Reuniones de equipo formaciones y seguimientos y gestioacuten de los
programas Control interno para la logiacutestica y control de los dispositivos que se
encuentran actualmente en casa Formaciones online a traveacutes de Talent Train
Grupo de Whatsapp de Managers Directores Con el fin de brindar un mejor soporte y un tiempo de respuesta maacutes
raacutepido se creoacute un Grupo de WhatsApp para Managers Directores
WISE Intranet de la empresa para anuncios e instrucciones corporativos Encuesta para evaluar las condiciones de seguridad y salud al
realizar el trabajo desde casa
Foco en las prioridades Asegurar que los agentes tengan conectividad y acceso Garantizar la comunicacioacuten regular con todos los Webhelpers Reforzar la estructura de WFM (monitoreo en tiempo real etc) Entrega de material en base a resultados de encuestas peticiones
etc
Formacioacuten La puesta en marcha de una cuenta grande coincide
con el estado de emergencia iquestCoacutemo pueden impartir formacioacuten antes de la puesta en marcha
iquestCoacutemo garantizaremos la formacioacuten continua
Comunicacioacuten Coacutemo se comunicaraacuten los Managers entre siacute coacutemo se
tomaraacuten las decisiones y coacutemo se les informaraacute Coacutemo se comunicaraacuten los equipos entre siacute
Entorno de trabajo iquestCoacutemo se asegura la empresa de que los empleados
tengan el entorno laboral adecuado en casa
Performance y Calidad iquestCoacutemo podraacuten Team Managers y los Supervisores
gestionar sus equipos de forma remota iquestCoacutemo pueden controlar el desempentildeo de sus
agentes iquestCoacutemo se motivaraacute a los agentes
Desafiacuteos Acciones
Copyright copy 2020 All rights reserved 11
CUIDADO DE NUESTROS WEBHELPERS
Mails semanales de nuestra Presidenta
Todos los lunes nuestra presidenta enviacutea un email con actualizaciones sobre nuestras actividades y palabras de aliento
StrongerTogether Campantildea de Instagram
Protocolos de vuelta a la oficina
Video con las medidas de seguridad posters infografiacutea enviada por mail recordatorios por mail y RRSS
Testimonios en video
Primeras impresiones de los compantildeeros que fueron regresando a las oficinas
Consejos de salud
Emails de WebHEALTHenviados dos veces por semana Actividades especiales por el diacutea mundial del Yoga
Se creoacute un video recap de todas las actividades que compartimos durante el confinamiento en webhelpspain y strongertogether
Copyright copy 2020 All rights reserved 12
CUIDADO DE NUESTROS WEBHELPERS ndashACTIVIDADES EN CASA
Actividades
Club del libro
Trabajando con mascotas
Reuniones virtuales
Recetas de cocina
Juegos
Copyright copy 2020 All rights reserved
CUIDADO DE NUESTROS WEBHELPERS
Plan de comunicaciones durante la crisis del COVID-19
Nuestro Departamento de Comunicacioacuten establecioacute la tipologiacutea y frecuencia de las comunicaciones internas en estrecha colaboracioacuten con los headquarters del Grupo compartiendo materiales y contenidos para su aplicacioacuten en otras regiones
13
Copyright copy 2020 All rights reserved
CUIDADO DE NUESTROS WEBHELPERS
Regalo de agradecimiento a todos los Webhelpers en Espantildea
Todos nuestros empleados recibieron un detalle en sus casas y oficinas para agradecerles por su compromiso y trabajo duro porque juntos logramos la milla extra
Estos son algunos de los mensajes de agradecimiento que compartieron con nosotros
14
Formacioacuten
Copyright copy 2020 All rights reserved 15
CUIDADO DE NUESTROS WEBHELPERS ndashSOPORTE CORPORATIVO
bull Comunicacioacuten de formaciones online
bull Formacioacuten y Coaching virtual
bull Microsoft Teams
bull Formaciones online PIMEC
bull Mejores praacutecticas de coacutemo trabajar desde casa (preparadas por uno de los
proyectos que ya trabajaba en casa anteriormente)
bull Material de formacioacuten del Centro of Excelencia de Webhelp incluyendo
bull Problemas teacutecnicos coacutemo restablecer mis contrasentildeas la clave para el
uso de Avaya desde Pc menuacute desplegable de VPN etc
bull Gestioacuten de equipo coacutemo hacer una sesioacuten 1 a 1 de forma remota
coacutemo mantener los liacutemites del equipo etc
bull Actitudes especiacuteficas para el trabajo desde casa lo que se debe y no
se debe hacer
Salud
bull Actualizaciones de protocolo para viajar en zonas afectadas o cuando se
regresara recientemente de una de las zonas afectadas (por ejemplo Italia)
bull Aplicacioacuten meacutedica para consultas privadas por teleacutefono
bull Protocolo sobre coacutemo tratar de forma general el COVID19
bull El protocolo actualiza coacutemo comportarse en caso de que los empleados
tuvieran siacutentomas
bull Ademaacutes se envioacute una encuesta de evaluacioacuten del Ministerio del Interior a los
gerentes y al personal para evaluar sus condiciones laborales actuales en el
hogar
Copyright copy 2020 All rights reserved 16
CUIDADO DE NUESTROS WEBHELPERS ndashACTIVIDADES EN CASA
Actividades
Club del libro
Trabajando con mascotas
Reuniones virtuales
Recetas de cocina
Juegos
Copyright copy 2020 All rights reserved 17
CUIDADO DE NUESTROS WEBHELPERS ndashRESULTADOS
Resultados de la encuesta especiacutefica sobre teletrabajo
En el mes de mayo realizamos a nuestros Webhelpers en Espantildea una encuesta para saber el grado de satisfaccioacuten con la transicioacuten al teletrabajo Un 73 de los encuestados no habiacutea realizado nunca teletrabajo antes de la crisis
90
SE SENTIacuteAN MOTIVADOS
TRABAJANDO DESDE CASA
86
SATIFACCIOacuteN CON EL EQUILIBRIO ENTRE EL TELETRABAJO Y VIDA
FAMILIAR
88
SATISFACCIOacuteN CON LA RESPUESTA DE WEBHELP ANTE LA
CRISIS
94
SE SENTIacuteAN SEGUROS DE PODER HACER SU TRABAJO DE FORMA
REMOTA
Un 65 de los empleados indicaron que no tuvieron problemas teacutecnicos durante el confinamiento
Un 44 de los empleados indicaron que no tuvieron grandes desafiacuteos a la hora de teletrabajar De los que siacute tuvieron un 21 indicaron problemas de conectividad
Un 80 de los empleados consideraron uacutetiles los consejos sobre teletrabajo enviados regularmente
La satisfaccioacuten global con el teletrabajo durante el confinamiento fue del 88
30NPS
El NPS en la uacuteltima encuesta de empleados
2019 fue de -140 ndash no lo recomendariacutea en absoluto
10 ndash lo recomendariacutea
totalmente
Copyright copy 2020 All rights reserved 18
CUIDADO DE NUESTROS WEBHELPERS ndashRESULTADOS
Resultados de la encuesta global de Webhelp sobre COVID-19
En el mes de junio todas las regiones de Webhelp completamos una encuesta complementaria a la anterior donde se analizaba la situacioacuten del teletrabajo y se preguntaba ademaacutes por futuras preferencias de jornada
Copyright copy 2020 All rights reserved 19
CUIDADO DE NUESTROS WEBHELPERS ndashRESULTADOS
Resultados de la encuesta global de Webhelp sobre COVID-19
Pmd llamadas contestadasSep amp Oct 2019 (antes de peakseason)
Niveles de servicio
Copyright copy 2020 All rights reserved 21
SERVICIO ndashANAacuteLISIS DE DATOS
Calidad
Muestreo de 18 de nuestros proyectos que usan la
herramienta de monitorizacioacuten corporativa
Si bien durante la crisis el volumen de escuchas
descendioacute a niveles similares de periodos de peak
season la calidad se mantuvo
Copyright copy 2020 All rights reserved 22
SERVICIO ndashFEEDBACK DE CLIENTES
ldquoThank you for sharing the informationWe are glad that current measures taken areworking out so far and there are nointerruptions of service for PUMA customersChallenges will remain to ensure efficiencyand quality ndash with the high dedication of thesupervisors and project management Irsquomconfident that we can jointly manage thesituationrdquo
ldquoFirstly a very large round of applause andwell done from our JDE UK Leadership interms of the amazing turnaround in gettingall Agents set up to work from home at thatshort notice and ensuring continuity ofCustomer Service to our UK amp Irelandconsumers 128522128522rdquo
Nuestros clientes quedaronsatisfechos con laimplementacioacuten de las medidas laimplicacioacuten colaboracioacuten de todoslos empleados y los resultadosobtenidos A continuacioacuten algunosde los comentarios recibidos
ldquoWell done and ldquothank yourdquo to you and all ofthe Webhelp team in regard to thepreparations for home working It was a hugejob with little impact to us I spoke with Marcyesterday and he said that people in the teamswere mostly positive and super helpful I thinkI understand more that most people the effortsinvolved in making this happen so I am sopleased wi2th the reaction and actions fromyou and the teamrdquo
Otros comentarios positivos recibidos de los siguientes clientes
bull Satisfecho con la raacutepida respuesta deWebhelp
bull Satisfecho de poder mantener lasoperaciones en curso
bull Mostrando apoyo al BCPbull Satisfecho con la colaboracioacuten con todos
los departamentos e IT
Copyright copy 2020 All rights reserved 23
SERVICIO ndashRESULTADOS
A nivel de grupo el grado medio desatisfaccioacuten de nuestros clientes ha subido5 puntos con respecto a la anteriorencuesta (Q4 2019) En la regioacuten deEspantildea la satisfaccioacuten general es algoinferior a la del grupo (81) pero encambio la satisfaccioacuten con la gestioacuten delCOVID-19 es superior (88 comparado con83)
Copyright copy 2020 All rights reserved 24
PLAN DE REGRESO
Desde el momento en que nos confinaron estamos trabajando en disentildear una vuelta a las oficinas que respeten las
medidas necesarias de distanciamiento social higiene y seguridad Nuestro equipo multidepartamental realiza reuniones
semanales de seguimiento para ver que las oficinas los proyectos y los empleados estaacuten preparados para este regreso
escalonado Hemos combinado este regreso a la oficina junto con nuestro nuevo modelo de trabajo hiacutebrido
Nuestro edificio de Diagonal ha sido certificado como ldquoGlobal Safe Siterdquo
Project Plan de regreso a la oficina en modelo hiacutebrido
33
77164 280
356
33103
267
432 391434
10
96
268
281 202
243
66
245
856
1218 1188
1366
0
200
400
600
800
1000
1200
1400
1600
0
200
400
600
800
1000
1200
1400
1600
1800
April May June July August September
Tota
l acu
mul
ado
Axis Title
Personal trabajando en la oficina
22 Ausias March Malaga Diagonal Valencia Mas Blau
Mediattic Pamplona Roc Boronat Santa Luciacutea Total
Debido a las uacuteltimas medidas establecidas por el Gobierno actualmente estamos volviendo a fomentar el teletrabajo ante un modelo hiacutebrido
Antes de la crisis del COVID-19 nuestro modelo de trabajo era un 90 en la oficina y un 10 de empleados en casa Tras implementar el modelo de teletrabajo y analizar resultados de la operacioacuten y predisposicioacuten y apetencia tanto de clientes como de empleados estamos trabajando en la implantacioacuten de un modelo hiacutebrido de teletrabajo que combina LO MEJOR DE LOS DOS MUNDOS
Copyright copy 2020 All right reserved 25
Flexibilidad para la gentebull Dar flexibilidad a nuestros Webhelpers y ofrecer una mejor propuesta de valor para los
empleadosbull De base voluntariabull El regreso a la oficina es posible si no se dan las condiciones en casa o hay fatiga
Mitigar los Riesgos operacionales
bull La elegibilidad para el teletrabajo se basa en el desempentildeo bull Hay poliacuteticas de retorno a la oficina en caso de empeoramiento del desempentildeo
Dinaacutemica de ventasbull Asegurar una fuerte dinaacutemica de ventas y un ambiente impulsado por el hecho de estar en la
oficina cuando los equipos estaacuten onsitebull Organizar animaciones desafiacuteos onsite aprovechando la dinaacutemica de grupo
Espiacuteritu de equipo y engagement
bull Desarrollo del espiacuteritu de equipo y asegurar la conexioacuten a traveacutes de eventos sociales animaciones onsite y proximidad
bull Fortalecer el sentido de pertenencia a Webhelp y las marcas que representamos
MIRANDO AL FUTURO ndashMODELO HIacuteBRIDO
Copyright copy 2020 All right reserved 26
Mejora operacional Continuidad de negocio
El modelo hiacutebrido puedebull Ampliar el pool de talento extendiendo su
cobertura geograacuteficabull Atraer nueos perfiles de candidatos (para
quienes la configuracioacuten in situ exclusiva no es compatible con las limitaciones personales)
bull Atraer nuevo talento con skills especiacuteficos o superiores
Atraccioacuten de talento
bull Los desplazamientos generan hasta el 32 de las emisiones de carbono totales de Webhelp
bull Al reducir los desplazamientos trabajar desde casa puede reducir nuestro impacto en el medio ambiente y por tanto en la huella de carbono general de nuestro cliente
Reduccioacuten de emisiones de carbono
Ponemos a nuestro cliente en nuestro corazoacuten Ponemos los mejores intereses
de nuestros clientes en el corazoacuten asiacute es como hacemos un esfuerzo adicional
bull El modelo hiacutebrido incluye un BCP incorporado lo que garantiza la continuidad de las operaciones sin problemas de nuestro cliente en un contexto de crisis
bull Mejor desempentildeo general Disminuyendo la rotacioacuten voluntaria y reteniendo
la experiencia y los skills Incrementando la retencioacuten de los top
performers
Mayor flexibilidadbull El modelo hiacutebrido puede aumentar la flexibilidad
en la prestacioacuten de nuestro servicio aprovechando la optimizacioacuten de WFM habilitada por la flexibilidad del trabajo en casa (por ejemplo turnos divididos) para una mejor adherencia a la curva de demanda
La implementacioacuten del modelo hiacutebrido tiene pocas interrupciones en comparacioacuten con el modelo completo en el sitio lo que limita el riesgo para nuestros clientes
Valor para nuestros clientes1
MIRANDO AL FUTURO ndashMODELO HIacuteBRIDO
Copyright copy 2020 All right reserved 27
En una encuesta interna realizada en 11 paiacuteses en mayo 2020 los agentes indicaron que prefeririacutean trabajar
En un modelo hiacutebrido
Onsite solamente
En casa solamente
67
23
10
Motivaciones para trabajar desde casa
Menos transporte
Mejor entorno de trabajo
Maacutes flexibilidad para una mejor conciliacioacuten
bull Menos coste
bull Menos tiempo
bull Menos fatiga
bull Entorno menos estresante
bull Menos fatiga debido al ruido
bull Comer en casa
bull Capacidad para manejar las limitaciones personales (nintildeos a la escuela tiempo en familia etc)
Valor para nuestros empleados2
MIRANDO AL FUTURO ndashMODELO HIacuteBRIDO
Copyright copy 2020 All right reserved 28
APRENDIZAJES
Alto compromiso y participacioacuten de todos los
empleados de Webhelp
Alto compromiso del equipo de IT (exceso de trabajo durante el fin de semana
anterior a la implementacioacuten completa)
Alta colaboracioacuten compromiso y apoyo de todos los programas (de Managers y
agentes) Uno de los programas incluso creoacute una instruccioacuten en video para sus
agentes sobre coacutemo instalar VPN y Softphone
Fomento tambieacuten a traveacutes de mensajes de motivacioacuten de la presidenta Helena
Guardans y el director general Julio Joliacuten
Asegurar la continuidad del negocio
Webhelp pudo cambiar de una estructura basada en la oficina a una basada en
el teletrabajo (de un 90 - 10 a un 10 -90) en menos de una semana
Por lo tanto pudo minimizar el impacto sobre el personal y la prestacioacuten de
servicios
Webhelp fue capaz de proteger y reforzar la reputacioacuten y la imagen corporativa
Reduccioacuten del impacto financiero
Reduccioacuten del absentismo durante las 2 primeras semanas de despliegue
Invertir y adaptarnos a nuevas tecnologiacuteas
Durante los uacuteltimos antildeos Webhelp se ha centrado en la Innovacioacuten para adaptarse
a las nuevas tecnologiacuteas como
bull Cambio a Microsoft Office 365bull Cambio de servicio telefoacutenico a Avaya Red Avaya One X habilitando la
posibilidad de estar conectado en casa fuera de las oficinas principales detrabajo
bull Dashboards Informes a traveacutes de Tableau y SQL Server accesibles a traveacutes devarios dispositivos (incluido el moacutevil)
bull Automatizacioacuten de contactos mediante IVR Machine Learning y Bots
Partnership y recomendacioacuten de nuestros clientes Los clientes y Webhelp reforzaron su soacutelida asociacioacuten colaborando entre siacute
en la situacioacuten de desastre Los clientes mostraron confianza y apoyo a nuestras decisiones y acciones Webhelp acordoacute con algunos de los clientes hacerse cargo tambieacuten de algunas
de las tareas diarias relevantes en las operaciones (generalmente escaladasadministradas por los clientes)
Contact Information
Marta Loacutepez
Business Development Director
MartaLopezwebhelpcom
Slide Number 1
Slide Number 2
Slide Number 3
Slide Number 4
Slide Number 5
Slide Number 6
Slide Number 7
Slide Number 8
Slide Number 9
Slide Number 10
Slide Number 11
Slide Number 12
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Slide Number 18
Slide Number 19
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Slide Number 21
Slide Number 22
Slide Number 23
Slide Number 24
Antes de la crisis del COVID-19 nuestro modelo de trabajo era un 90 en la oficina y un 10 de empleados en casa Tras implementar el modelo de teletrabajo y analizar resultados de la operacioacuten y predisposicioacuten y apetencia tanto de clientes como de empleados estamos trabajando en la implantacioacuten de un modelo hiacutebrido de teletrabajo que combina LO MEJOR DE LOS DOS MUNDOS
Slide Number 26
Slide Number 27
Slide Number 28
Slide Number 29
Week
Timeline
Project Implementation
SOW
Project Timeline
Recruitment
Training
IT amp Facilities
Reporting
Operations
Week1
ERRORREF
19
0
61
28
9
8
8
0
Week2
ERRORREF
23
0
61
28
9
9
8
0
Week3
ERRORREF
31
0
89
58
14
10
17
0
Week4
ERRORREF
34
0
92
60
14
22
17
0
Week5
ERRORREF
39
0
93
61
24
41
17
0
Week6
ERRORREF
0
0
0
0
0
0
0
0
Week7
ERRORREF
Week8
ERRORREF
Week9
ERRORREF
Week10
ERRORREF
Week11
ERRORREF
Week12
ERRORREF
Instructions
1 Ensure to copy formual from previous week into the current week
2 Ensure to copy data as real value before updating the plan (this way you will capture weekly progress)
Decision Log
ID
Topic
Description
Incorporate To E32169 Where actions are incorporated to eg Change Order SOW Playbook Process CIC etc
Entry Date
Taken by
Comments
1
2
3
4
5
6
7
8
9
10
IVR Setup Plan
Tower
Item
Start Date
End Date
Owner
Status
Remark
IVR Setup Plan
Define IVR Scope
Confirm voice requirement - Local Professional
ERRORREF
ERRORREF
ERRORREF
(1)
Confirm language requirement for each country
ERRORREF
ERRORREF
ERRORREF
(1)
Develop IVR Workflow
Develop IVR workflow for each country
ERRORREF
ERRORREF
WH
(1)
Client review and approval
ERRORREF
ERRORREF
Client
(1)
Develop IVR Script
Obtain existing script [If Available]
29-Jun
6-Jul
WH
(1)
Develop IVR script in each language
29-Jun
6-Jul
WH
(1)
Client review and approval
4-Jul
6-Jul
Client
(1)
Recording IVR
Obtain existing recording [If Available]
ERRORREF
ERRORREF
WH
(1)
Identify voice talent
ERRORREF
ERRORREF
WH
(1)
Record IVR in each language
ERRORREF
ERRORREF
WH
(1)
Client review and sign-off
ERRORREF
ERRORREF
Client
(1)
Configuration and Testing
IVR configuration to telephony system
ERRORREF
ERRORREF
WH
(1)
Testing and UAT
ERRORREF
ERRORREF
WH
(1)
Client review and sign-off
ERRORREF
ERRORREF
Client
(1)
Program Readiness Checklist
RESONSIBILITY
ACCOUNTABILITY
CONSULT
INFORM
Oracle
SBT
ActionsComment
Contractual
Resources Defined
ClientSBT AM
VP
VP
PMVLM
euro - 0
Levels Defined
SBT HR amp REC
SBT HR amp REC
VP
PM
euro - 0
Management Structure
SBT AMVP
SBT AM
VP
PM
euro - 0
Targets amp KPI Set
LynnPM
PM
VP
VLM
euro - 0
Program
Recruitment Process
PMO
REC
PM
VLM
euro - 0
RACI Frame work
PM
PM
VP
PMOVLM
euro - 0
Sales Engine
VLM
PM
VP
PM
euro - 0
10 week Plan
VLM
PM
VP
PM
euro - 0
Soft Metrics Defined
VLM
PM
VP
PM
euro - 0
Territory Allocated
VLM
PM
PM
PM
euro - 0
Territory in CRM
VLM
PM
PM
PM
euro - 0
Quarter Campaignpromotions
VLM
PM
PM
PM
euro - 0
Rules of Engagement
PM
PM
VLM
PM
euro - 0
Playbook
PMO
PM
VLM
PMO
euro - 0
On-boarding Plan
VLMSBT Training
PM
PM
PM
euro - 0
Training amp Coaching Plan
VLM
PM
SBT Training
PM
euro - 0
QA
VLM
PM
SBT Training
PM
euro - 0
Communications
Organisation Structure
PM
PM
VP
VLM
euro - 0
ROB Country
VLM
PM
VP
PM
euro - 0
ROB Program
PM
PM
VP
VLM
euro - 0
ROB RHQ
PM
PM
VP
VLM
euro - 0
Communication Pack
PM
PM
VP
VLM
euro - 0
Reporting Established
PM
PM
VP
VLM
euro - 0
Reporting Calendar Agreed
PM
PM
VP
VLM
euro - 0
Management
Talent Assessment
VLM
PM
VP
PM
euro - 0
Job Descriptions
VLM
PM
VP
PM
euro - 0
Employee Readiness Check
VLM
PM
VP
PM
euro - 0
Individual Targets Set
VLM
PM
VP
PM
euro - 0
Funnel Validation
VLM
PM
VP
PM
euro - 0
Head Count Filled
VLM
PM
VP
PM
euro - 0
Comp Plan Issued
PM
PM
VP
VLM
euro - 0
Comp Plan Signed
PM
PM
VP
VLM
euro - 0
Welcome Pack
VLM
PM
VP
PM
euro - 0
Infocenter Access
VLM
PM
VP
PM
euro - 0
Sharepoint Access
VLM
PM
VP
PM
euro - 0
Agent
Readiness Training
VLM
PM
VP
PM
euro - 0
Red Carpet
VLM
PM
VP
PM
euro - 0
Call Plan
VLM
PM
VP
PM
euro - 0
Partner ProfiledAllocated
VLM
PM
VP
PM
euro - 0
Territory Plan
VLM
PM
VP
PM
euro - 0
Territory Visits
VLM
PM
VP
PM
euro - 0
Individual Development Plan
VLM
PM
VP
PM
euro - 0
Onboarding
1
-1
1
-1
Onboarding
IT set-up
Location
Wave
Training start
Language Supporting Country
Status
Name
Role
Type
Comment
Credentials
Training
Work place
IT equipment
Telephony equipment
Internet connectivity
C-User
SAP Email address
ERRORREF
Kuala Lumpur
IT and Telephony Action List
Tower
Item
Start Date
End Date
Owner
Status
Remark
Avaya amp Oceanan
Avaya and Oceana
Internet Conection
Obtain quoation from 2 providers
Local IT
1
Cost approval
Local IT
1
Internet Setup
Local IT
1
VPN
VPN Setup
LocalBCN IT
(1)
Testing
LocalBCN IT
(1)
Avaya Design
Technical Design
Global IT
1
Functional Design
LocalBCN IT
-
VLAN amp MPLS Setup
LocalBCN IT
(1)
Install configure and deploy Avaya server
Global IT
(1)
IVR
Global IT
(1)
Equipment Order amp Delivery
Obtain quotation
Local IT
1
Cost approval
Local IT
1
Order all necessary equipment
Local IT
1
Delivery and deployment
Local IT
(1)
Telephony Configuration (Avaya amp Oceana)
Configuration
Local IT
(1)
UAT (Call Inbound)
Local IT
(1)
UAT (Call Outbound)
Local IT
(1)
UAT (Oceana)
LocalGlobal IT
(1)
Telephony delivered
Local IT
(1)
Cisco (as a backup)
Cisco
Design amp Implementation
Routing design
LocalGlobal IT
(1)
Cisco line setup as backup option
LocalGlobal IT
(1)
(5)
Local DID for all Asia Countries
Cisco
DID Setup
Identify provider for all countries line
Local IT
-
Obtain quotation
Local IT
-
Cost approval
Local IT
(1)
Routing design
Local IT
-
DID setup
Local IT
(1)
DID testing amp UAT
LocalGlobal IT
(1)
Routing
Local IT
(1)
Final testing amp UAT
LocalGlobal IT
(1)
Key Reports
Item
Version
Completion
Updates
Target Date
Dependencies amp Risks
C4CS Power BI Report
C4CS Power BI Report - Signoff
C4CS Direct Link to Power BI
MBR Dashboard - Draft
MBR Dashboard - Final
MBR Dashboard - Sign off
Avaya Report Global in Avaya System
C4CS amp Avaya Daily Report
WFM Puerto Rico
DiscussionAction Point
Item
Owner
Status
Remark
Target Date
Data - Access (Shared Folder)
Steffen
1
Intermediate solution for data storageData will be stored on Webhelp Enschede server for intermediate time until data (GDPR) items have been clarifiedData will be retrieved bysiti-aisyahmohdsallehsellbytelcomganeshloganathan1sellbytelcomLocation -Server 1023234 (via VPN)Server hostname sftpxtrasourceeu (if over the internet)Protocol sFTPSSHPort 22Username SBT_BIPassword hbjNfNvMNV6e7P
6-Feb
Demo on Avaya reporting functionalities
Steffen
1
Steffen to schedule some time with Aisyah and Ganesh to give more insights on functionalities within Avaya(First demo will be done tomorrow)
8-Feb
Documentation of Avaya Functionalities
Barry Steffen
1
- To provide other documentation with regards to Avaya functionalities to the team in APAC
8-Feb
Demo Training of Avaya Data Extraction
Almar
1
- Almar to conduct training to Eugene amp Ganesh on data extraction of Avaya amp Oceana- Training documentation stored inhttpsswasellbytelcomTrainingSignify20Training2020QualityFormsAllItemsaspxRootFolder=2FTraining2FSignify20Training2020Quality2FTraining20Material20Folder2028External20and20Internal20Access292FAvaya20Oceana20Supervisor20TrainingampInitialTabId=Ribbon2EDocumentampVisibilityContext=WSSTabPersistence
1-Feb
Global Decision makers
-
Reporting Demo
-
Avaya Data Extraction Access
-
Implementation Checklist
Topic
Details
Required
Owner
Status
General Set Up
1
General Set Up
11
Go live
if several waves indicate exact dates
Yes
-
First Wave 31-Jan Following Waves to be confirmed
12
Initition Template signed off
Defines project and server as Project Charter
Yes
-
13
Scope of Work (SOW) Defined and Signed
eg service sales support
Yes
-
14
Stakeholders Identified
internal and external
Yes
-
15
Communication stragety agreed
Define communciation for reporting implementation Operations escalations
Yes
-
16
Implementation start date agreed
Agree on proejct kick off date
Yes
-
17
Training start
if several waves indicate exact dates
Yes
-
First Wave 10-Dec Second Wave TBC
18
Recruitment start
indicate expected number of weeks before training start
Yes
1
6 - 8 weeks
19
HC Defined
please distinguish between waves if applicable
Yes
1
Wave 1 9 CH + 3 HK
11
Languages requirement agreed
specify per HC
Yes
-
11
JD
available already If so please share
Yes
1
11
Floor plan
available already If so please share
Yes
1
11
Telco line setup
ITFS procurement outbound line set up
Yes
-
11
IT equipment delivered
Develiry as per IT checklist
Yes
-
12
BI amp Reporting
Develop Report ROB WBR MBR and QBR
Yes
-
12
Program Readiness
Execure Readness checklist
Yes
-
Site Set Up
2
Site Set Up
21
Floor
Discuss and sign contract to rent
No
(2)
22
Develop obtain floor plan
No
(2)
23
Floor design (designation of common areas and workspace)
No
(2)
24
Painting type of floor curtains blinds etc
No
(2)
25
Quotation and purchase of air condition
No
(2)
26
Final cleaning before furniture set up
No
(2)
27
Cabling
General cabeling of the floor
No
(2)
28
Define single points to be cabled per workstation
No
(2)
29
Furniture common area equipment
Workstations tables chairs lockers etc
No
(2)
21
furniture for common areas (kitchen restrooms meeting rooms)
No
(2)
21
set up of furniture for workstationa and common areas
No
(2)
21
final cleaning after furniture set up
No
(2)
21
kitchen and bath room equipment
No
(2)
21
Security Meassures
order access control system
No
(2)
22
delivery of access control system
No
(2)
22
supply of access cards according to number of employees
No
(2)
22
Show room
setup of show room
No
(2)
22
others applicable
No
(2)
22
Mail box bell
mail box to be defined and labled
No
(2)
22
bell to connected to floor
No
(2)
HR and Recruitment
3
HR and Recruitment
31
Recruitment
overall responsible Dedicated recruiter
Yes
1
32
start date
Yes
-
33
JD creation and sign off
Yes
1
34
decide upon job ads
Yes
-
35
publish job ads
Yes
-
36
define recruiting process
Yes
1
37
Job specifications
start date of training
Yes
-
38
go live date after training
Yes
-
39
determine number of working hours per day week
Yes
-
31
determine number of working days per week
Yes
-
31
define shift modell
Yes
-
31
define bonus model
No
(2)
31
define salary range
Yes
-
31
determine vacation days
Yes
-
32
special vacation bank holiday agreements
Yes
-
32
special country regulations
Yes
-
32
duration fixed term employment
Yes
-
32
Onboarding
register employees in client tools
Yes
-
32
register employees in SBT tools (eg active directory)
Yes
-
32
is there a time recognistion system
Yes
-
32
distribute access cards to each employee
Yes
-
32
set up workforce management
Yes
-
Training
4
Training
41
Room equipment
define size of training groups
Yes
1
42
define IT equipment needed
Yes
-
43
Language country spedifics
define training language
Yes
-
44
are there country specifics to be tought to only some employees
Documentation of existing process (manual work processes etc)
Yes
-
Existing Europe process manual is available To obtain from Europe and review
412
Are there country specifics process
Yes
-
413
Localization of process
Yes
-
414
Special issues
to be considered
No
(2)
IT
5
IT
51
IT check list
definition of infrastructure requirements and capabilities
Yes
-
IT requirement to setup Oceana is TBC
52
sign-off Infrastructure Check-List by client
Yes
-
53
Connectivity
set up of Servers
No
(2)
54
server racks at site
No
(2)
55
quotation amp investment request for switches
No
(2)
56
ordering of switches
No
(2)
57
set up of switches
No
(2)
58
ensure internet connectivity at site
Yes
1
59
define connectivity to customer environment
Yes
1
51
quotation and purchase of Wi-Fi access points
No
(2)
51
set up of Wireless LAN
No
(2)
51
setup training rooms
No
(2)
51
Telephony
clarify telephony system (client or SBT)
Yes
-
51
order telephony system
Yes
-
52
delivery of telephony system
Yes
-
52
PCs
quotation amp investment request for workplace computer
Yes
-
52
ordering of workplace computer
Yes
-
52
quotation amp investment request for workplace headsets
Yes
-
52
ordering of workplace Headsets
Yes
-
52
delivery of PC Headsets and workplace UPS
Yes
-
52
Set up of workplaces (PC Phonesets Patching)
Yes
-
52
Tools software
set up of client tools (CRM etc)
Yes
-
52
set up of SBT tools
Yes
-
SBT to setup Avaya Oceana CRM
52
set up of client software (licences)
Yes
-
53
set up of SBT software
Yes
-
53
Security
quotation amp investment request for Firewall
Yes
-
TBC
53
ordering of firewall
Yes
-
53
set up of firewall
Yes
-
53
Printers Fax
quotation amp investment request for printers fax
No
(2)
53
ordering of printers fax
No
(2)
53
set up of printers fax
No
(2)
53
User acceptance testing
create UAT check list
Yes
-
53
test all IT systems before training start within SBT
Yes
-
53
test all IT systems before training start in relation to client systems
Yes
-
53
Reference machines
agree on reference machines
No
(2)
54
reference machines to be delivered
No
(2)
Reporting
6
Communication
61
Reporting
define reporting cadence
Yes
-
62
define distribution list
Yes
-
63
Business Review
define business review requirement
Yes
-
64
Communication Plan
define rhythm of business
Yes
-
65
Customer Interaction Center (CIC)
customer interaction center development
Yes
-
Finance
7
Finance
71
SOW
Develop and agree on the Scope
Yes
1
72
sign-off by client
Yes
-
73
Billing Process
Develop and agree
Yes
-
74
sign-off by client
Yes
-
75
PO
Issue PO and obtain payment
Yes
-
Risk and Mitigation Plan
Tower
Risk
Likelihood
Impact
Mitigation Strategy
Owner
Status
Remark
Commercial
Delay in Change Order sign off
Medium
High
HugoMarianne
1
Offer letter to new hire can only send with Change Order signed
Recruitment
Long hiring time for native agent
High
High
Proposed to hire local agent
Rey
1
Hire 90 local Malaysian
Unable to hire local agent in time
Low
High
- English agent to be deployed to support temporarily- Searching available internal candidate
Rey
1
Additional scope of ASEAN agents might take longer time
Infrastructure amp Facility
Late equipment delivery
Medium
Medium
Backup telephony system - Cisco to be setup
Khor
1
Cisco is SBT existing infrastructure with minimum setup effort needed
Delay in Avaya amp Oceana setup
Low
Medium
Backup telephony system - Cisco to be setup
Khor
-
VPN connection instable
Medium
Medium
VPN connectivity will be tested during implementation stage Foresee the connection should be stable most of the time In case of Oceana discruption Voice support should still be available
WH SBT IT
1
Lost of data due to disruption in Oceana
Low
Medium
Manual report during discruption
Ops
-
Oversea call forwarding legal constraint in China
Medium
High
Webhelp team to clarify and with our provider
WH SBT IT
1
- Potential legal constraint to perform oversea call forwarding from China to Malaysia DID- Call forwarding is allowed as confirmed by provider
Telephony UAT failed
Medium
High
Webhelp team will rectify the issue upon UAT on 221
WH SBT IT
-
UAT begin on 221
Signify VPN for PLM amp SAP
Medium
Medium
Luite
-
Soft Launch and Go-Live Schedule
Puerto Rico Work Schedule (5-Aug to 23-Aug)
8519
8619
8719
8819
8919
81019
81119
81219
81319
81419
81519
81619
81719
81819
81919
82019
82119
82219
82319
Voice Switch Over Schedule
Country
Voice Cut-over date
Support Country Time
MY Time (CET -6)
CET time (GMT +1)
Phone
Toll Toll Free Phone
Call Activity
Activity
Country
Voice Cut-Over
US
Outbound Activity - Webform amp Unassociated Tic
Canada
Outbound Activity - Webform amp Unassociated Tic
PROJECT
ABERT
SCOPE (Sales Customer Service Tech Support Helpdesk)
Customer Service
BILLING (Hourly FTE Transactions)
Hourly
Total EMPLOYEES (including Management)
130
Working Days
Monday to Saturday
Shift
9am till 6pm
Office Address
Diagonal 197 13th floor
Current Office Seat capacity
185
Employees distribution (refer to tab)
Employees
Distribution
HOME
20
15
OFFICE
20
15
HYBRID
90
69
TOTAL
130
100
Desk needed in the office
50
Desk needed with workstation (PC+Keyboard+Mouse)
33
Take into consideration people coming in the office with a laptop
2nd screen needed - Yes or No
Yes
If Yes how many are needed
16
Camera needed - Yes or No
yes
If Yes how many are needed
30
Any other requierements
NA
Meeting rooms needed in the office
2
15 PAX
Training rooms needed in the office
1
20 PAX
Customer AM notified (Yes or No)
Yes
Hybrid Model implementation Date
30-Jul
Employees distribution (refer to tab)
PROJECT
SCOPE (Sales Customer Service Tech Support Helpdesk)
BILLING (Hourly FTE Transactions)
Total EMPLOYEES (including Management)
Working Days
Shift
Office Address
Current Office seat capacity
HOME
OFFICE
HYBRID
TOTAL
Desk needed in the office
Desk needed with workstation (PC+Keyboard+Mouse)
2nd screen needed
If Yes how many
Camera needed
If Yes how many
Any other requierements
Meeting rooms needed
Training rooms needed
Customer AM notified
Hybrid Model implementation Date
ABERT
Customer Service
Hourly
130
Monday to Saturday
9am till 6pm
Diagonal 197 13th floor
185
20
15
20
15
90
69
130
50
33
Yes
16
yes
30
NA
2
1
Yes
30-Jul
SCOPE
Define the distribution of Employees based on the 3 working Model - HOME OFFICE HYBRID
HOME
Employees who prefer to work at home due to the following reasons
At risk to catch Covid
Looking after a person at risk
Long commute to work (gt130 hours per day)
Family constraints (Children school run)
Recommendation
We would recommend to have employees come in the office at least 2 days per month (except people at risk)
Capacity
up to 20
OFFICE
Employees who prefer to be at the office as they are unable to work at home due to non suitable working conditions (no space flatshare no internet etc)
Recommendation
We would recommend to have employees come in the office at least 2 days per month (except people at risk)
Capacity
up to 10
HYBRID
Employees who are able to alternate between work in the office and work at home
Recommendation
We would recommend to alternate weeks instead of day
We would recommend to alternate weeks instead of day - Preference 1 week in the office 2 weeks home
Capacity
up to 60
Scenario on 100 people project
HOME
Office
Hybrid A
Hybrid B
Hybrid C
TOTAL
Occupancy
20
30
15
15
15
100
Week 1 office
5
10
20
35
35
Week 2 office
5
10
20
35
35
Week 3 office
5
10
20
35
35
Week 4 office
5
10
20
35
35
Please note that shrinkage is not taken into consideration so attendance can vary between 15 to 25
Vacations will need to be scheduled when employees are working from home
FECHA
DIAGONAL
PAMPLONA
MEDIATIC
AUSIAS MARCH
ROC BORONAT
MAS BLAU
22
VALENCIA
MAacuteLAGA
TOTAL
22
Ausias March
Malaga
Diagonal
Valencia
Mas Blau
Mediatic
Pamplona
Roc Boronat
Santa Luciacutea
Total
72720
132
26
119
29
20
3
57
386
Marzo
544
207
27
1864
169
41
497
253
262
17
3490
8320
131
25
89
26
16
5
50
342
Abril
24
1
3
33
1
1
10
2
4
1
66
81020
134
25
101
29
21
4
46
360
Mayo
80
8
3
103
1
4
96
3
5
245
81720
135
31
95
17
19
6
40
40
152
535
Junio
165
48
77
267
58
8
268
35
49
1
856
82420
139
29
102
25
14
2
34
34
143
522
Julio
195
74
164
432
66
15
281
63
64
2
1218
83120
122
27
90
30
19
3
30
31
195
547
Agosto
142
64
280
391
66
14
202
79
60
1
1188
9720
169
40
100
29
15
3
31
38
210
635
Septiembre
161
80
356
434
77
19
243
96
67
3
1366
91420
168
46
88
37
20
3
37
39
183
621
92120
202
39
121
39
31
5
38
47
243
765
92820
205
43
134
44
24
1
45
48
243
787
10520
184
44
141
40
35
0
77
50
255
826
101220
101920
102620
11220
Pre-Covid
Capacity
185
Covid19
Capacity
97
Redesign
Capacity
138
Location
Site
Floor
SQM
SQM Price
Contract End
Capacity before Covid
Capacity during Covid
Capacity Hybrid
Meeting Room 1
Meeting Room 2
Meeting Room 3
Meeting Room 4
Meeting Room 5
Meeting Room 6
BCN
Diagonal
1
1088
154
BCN
Diagonal
2
1088
179
BCN
Diagonal
3
1088
182
BCN
Diagonal
4
1088
185
97
138
XX
XX
XX
xx
LAB
BCN
Diagonal
5
1088
175
BCN
Diagonal
6
1088
141
BCN
Diagonal
7
1088
180
BCN
Diagonal
8
1088
113
BCN
Diagonal
9
1088
112
BCN
Diagonal
10
663
99
BCN
Diagonal
11
663
99
BCN
Diagonal
12
663
41
BCN
Diagonal
13
663
110
BCN
Diagonal
14
663
110
BCN
RBA
1
336
CANTINA
BCN
RBA
2
752
110
BCN
RBA
4
1513
189
BCN
RBA
11
1513
106
BCN
Pamplona
1
1453
60
BCN
Pamplona
2
391
175
BCN
22
0
1171
9 (TRAINING DEPT)
BCN
22
1
608
136
BCN
22
2
608
123
BCN
22
3
608
115
BCN
Ausias March
1
830
93
BCN
Ausias March
2
830
126
BCN
Mas Blau
1
993
MAD
Madrid
1
MAL
Benalmaacutedena
1
2093
MAL
Benalmaacutedena
2
296
VLC
Valencia
1
1906
210
MLL
Mallorca
1
236
48
BCN
Mediatic
4
1500
218
BCN
Mediatic
5
109
37
BCN
Mediatic
7
1586
226
BCN
Marina
1
73
BCN
Marina
6
73
32441
3998
General Information
Hybrid Situation
INVENTORY
Project Dpt
Owner Manager
POC
Site
Floor
Total Employees
Strong Seasonality gt25
Approved for Hybrid
Hybrid suitable
Customer Agreed
Presented to employees
Provisional Guideline
Rotation Model
Permanent Office Seats
Hybrid Office Seats
People in Office
People home
People in hybrid
Customer Owned Equipment
Current PCs at office
Current laptops at office
Monitors
Current PCs at home
Current laptops at home
Monitors
Comment
IT
Pablo
Diagonal
8
42
last July week
17
IT
Pablo
Pamplona
1
last July week
1
IT
Pablo
Valencia
1
last July week
1
HR - Training Adrian Arias Adrian AriasCC TRAI
Elin Lind
22 Adrian Arias Adrian AriasElin shares office with J Cardot D8
10
Yes
72920
No best practises from WISE
2
8
HR - Recruitment
JC
Diagonal
8
37
Yes
81720
0
0
10
8
2
42
5
33
20
Info inserted on the Thursday 23rd in the evening
HR - Admin
Ingrid
Diagonal
8
20
No
Yes
Jul-20
Principalmente 3 en casa + 2 oficina algunas semanas 3 oficina + 2 casa
4
4
5
1
18
4
1
3
16
Quality Adrian Arias Adrian AriasCC QUAL
Irma Carrasco
Diagonal
8
4
Yes
Agreed with JD
72920
No but used from WISE Adrian Arias Adrian Ariasones shared by Elin from Luke and some best practices from other regions available in the WFH in WISE
Adrian Arias Adrian AriasCC TRAI
Adrian Arias Adrian AriasElin shares office with J Cardot D8
Adrian Arias Adrian AriasCC QUAL
Day
1
5
4
Finance
Violeta
Diagonal
12
10
4
4
6
Sales
Marta
Diagonal
12
7
1
0
0
9
Reception
Vanessa
DiagonalMediaticAM PAMPLONA
Various
6
No
Only 1 person
3 DAYS OFFICE 2 DAYS AT HOEM
6
0
5
0
1
5
1
0
0
Logistic
Jordi
0
4
4
1
4
Communication
Carla
Diagonal
12
3
1
1
3 iMacs
Facilities
Marga
12
AMER
Christian Wandt
22
73
82420
18
0
41
11
BBVA
Silvia Goacutemez
Ausias March
32
32
2
BOSE
Stephen Strydom
22
129
Yes
Yes 33 increase in Staffing December versus August
210820 up to 76 and rest done in september
3 groups one week in the office two weeks at home
20
40
20
26
80
42
2
105
17
CAMBIUM
Alberto Laporta
Pamplona
6
0
0
0
6
COSTA CRUCEROS
Denisz Tulajdon
Ausias March
11
No
No
NO
11
0
11
0
0
4
1
10
1
DELIVEROO
Louise Van Wyk
na
0
0
0
0
0
DKV
Denisz Tulajdon
Ausias March
18
Yes
Yes
one week in two weeks at home
4
5
4
0
15
5
1
17
0
DRAumlGER
Alexandre Morey
Diagonal
19
19
0
0
0
0
No PCacutes are proprety of Webhelp for the Draumlger project
EDEN
Denisz Tulajdon
0
EPSON EPS
Alberto Laporta
Marc Torrell
Pamplona
60
20
13
11
6
36
7
EPSON EPS
Alberto Laporta
Marc Torrell
Valencia
36
11
7
4
4
27
1
EPSON ICAM
Adrian Arias
Pamplona
12
Yes
73120
5
0
12
10
2
15
3 additional screens at home
EPSON Lead Generation
Adrian Arias
Pamplona
3
Yes
73120
0
0
0
2
1
2
GFK
Marigona Gjochi
Diagonal
12
GOOGLE
Jan-Mirko Kruschet
DiagonalRBA
294
294
27
2
0
3
Google owned devices are used for production Webhelp owned PCs are used just for adminreportingmanagement
GOOGLE CHROMECAST
Nicolas Luque
Diagonal
102
Presented only to management Hold from GAM Adrian Arias Adrian AriasOur goal was to start sharing with agents during the next two weeks but we have been waiting for confirmation from Google if WFH will be allowed once the Covid-19 BCP is officially closed and if they will allow a hybrid model (that implies double equipment assignment to employees) This decision comes from the xWS Global Team At the moment there is no final confirmation and we do not know when we will receive the confirmation We have been advised to GAM to hold on for the moment as any changes on the WFH set up needs to be communicated and approved by Google before We have a meeting planned for next Tuesday (1808) to discuss the communication plan and Google confirmationapproval It could not be done before due to August holidays Our main worry is that we share this with all our employees and then Google requests us to go back to the office and we cannot go through with the plan which will create discomfort with our agents
102
1
0
2
0
Google owned devices are used for production Webhelp owned PCs are used just for adminreportingmanagement
GOOGLE CLOUD
Gabriel Manzanera
RBA
0
GOOGLE OPERATING SYSTEMS
Nicolas Luque
Diagonal
283
Presented only to management Hold from GAM
283
10
0
2
1
Google owned devices are used for production Webhelp owned PCs are used just for adminreportingmanagement
GOOGLE PPS
Gabriel Manzanera
Diagonal
2
0
GORE
Alberto Laporta
Giorgia Salvini
Pamplona
1
12
No
Yes
1 Week office 1 week home
2
12
2
0
9
1
GUESS
Ines Owczarek
Hugo Sore
Ausias March
72
Yes
Suitable
Communicated to PM
We have 3 groups and we then do 1 week in 2 weeks home for each of the groups In Guess we have 45 FTEs and in the office we can have up to 15 Advisors at the same time which suits the rotation perfectly
4
11
4
6
35
16
7
65
1
HP Transactional
Column Fleming
Diagonal
4
71
71
0
1
0
7
HP Transactional
Column Fleming
Valencia
7
7
0
0
0
0
HP3D_Printing
Christina Muriel
NA
no equipment
HPE INSIDE SALES
Louise Van Wyk
Barcelona
71
Located in client office
0
0
0
4
HPI 3WW
Federico Muntildeoz
22
57
2
1
2
2
HPI End User Space Global
Andrea Pane
Diagonal
1
66
66
0
1
10
11
HPI End User Space PC
Jesus Gonzalez
Diagonal
4
127
127
0
3
8
9
HPI End User Space PC
Jesus Gonzalez
Valencia
9
9
0
1
0
0
HPI End User Space Print
Ross Ellis
Diagonal
54
54
0
0
5
4
HPI GSB DESIGNJET
Louise Van Wyk
RBA
2
19
3 groups of people one week on one week off
4
5
4
0
15
2
2
9
10
HPI GSB DESIGNJET
Louise Van Wyk
Valencia
1
0
0
1
0
HPI GSB INDIGO
Christina Muriel
HPI MIDMARKET AND CEP
Nasima Salimova
NA
4
NA
NA
NA
NA
NA
They are now
HPI STORE + HPI STORE PS
Shahed Saffari
Not Suitable - PCI
No
49
7
55
4
HPI SUPPLIES
Luisa Oralia Hernaacutendez
RBA
2
28
Yes
Yes
2 days in the office + 3 at home 2 rotation groups project manager in the office 4 days a week
Preferably 28 - Depending if we will be reallocated to another building
16 if all permanent seats are not possible - all agents have laptops so we will just need screens
0
Depending on regulations + I have 3 people on risk groups
26
0
0
0
28
HPI Telemarketing
Maria Martinez
Diagonal
9
0
0
0
3
resto del equipo estaacute con laptops del cliente pero con accesorios WH
HPI Telemarketing Madrid
Maria Martinez
Madrid
8
3
0
5
1
INBOUND PROJECTS
Monica Lopez
Diagonal
13
52
4
46
2
INDITEX
Natalia Loacutepez
Mediatic
305
123
9
197
10
Seasonality agents x - to confirm with Saulo
ISDIN
Monica Lopez
Diagonal
13
14
3
0
7
14
2
29
ISDIN
Monica Lopez
Diagonal
13
14
3
0
12
2
JDE
Christopher Harrison
Marina
55
No
Yes
CW 34
We will start with 1 week on 2 off and then look to move to 1 on 1 off 3 groups then 2
9
24
3
3
48
1
51
3
LA CAIXA
Monica Lopez
Diagonal
13
11
8
3
LASTMINUTE
Fernando Peacuterez
0
0
0
3
0
in process to send it back to office since project is suspended due to pandemic The rest of pcs have been sent back
LEIA
Anastasia Kozlova
Diagonal
339
2182020 to staffwaiting for approbal from Global to communicate to agents
144 iMacs
6
271
6
LEVIS
Gloria Garcia
mediatic
42
28
4
27
5
LG
Fernando Peacuterez
62
most part of LGs project is handled with LGs computers
LUKE
Duane Kennelly
Diagonal
709
2182020 to staffwaiting for approbal from Global to communicate to agents
5 PCs - 9 iMacs
5
2 PCs - 693 iMacs
2
MAMMUT
Alberto Laporta
Giorgia Salvini
Pamplona
1
5
No
Yes
1 Week office 1 week home
0
3
7
1
0
3
1
MANGO
Gladys Pages
Mogravenica Logravepez
333
70
187
78
Info given by Manal Ehsan
MARKEM IMAJE
Denisz Tulajdon
Ausias March
8
No
Yes
one week in one week at home
1
1
1
5
2
3
0
5
1
MICHAEL_KORS
Ines Owczarek
Mediatic
14
Not suitable - PCI
No
13
2
1
0
for TL and PM we needed to duplicate as they need to have PCI and non PCI environment
Musement
Ines Owczarek
Ausias March
3
13
Suitable
No
1
0
10
2
PEPE JEANS
Monica Lopez
Diagonal
13
15
0
0
15
0
PUMA
Alberto Laporta
Pamplona
1
52
10
1
38
11
ROCA (se incluye en Inbound Projects)
Monica Lopez
-
-
-
RUCKUS
Shahed Saffari
Ausias March
2
12
Yes
Not comunicated yet
2
2
8
0
SEAT
Claudia Vicente
Mas Blau
1
27
Jul-20
1
2
21
3
SPORTIUM
Ines Owczarek
CU Inhouse
I
36
Not suitable - Inhouse
No
36
-
-
-
-
Client equipment
TOUS
Monica Lopez
Diagonal
13
25
7
1
15
0
TP VISION
Lydia Peitx
Barcelona
1
1
TP VISION
Lydia Peitx
Benalmaacutedena
61
Not suitable
No
0907 move back to office pending on IT Networking team
53
8
UPFIELD
Ines Owczarek
Ausias March
15
2
0
14
1
2 pc are set up already at the office
VAESA
Claudia Vicente
Mas Blau
1
70
Jul-20
4
1
52
13
WALLAPOP
Monica Lopez
Diagonal
13
75
17
43
3
SIGNIFY - Puerto Rico
Christian Kohl
San Juan
Yes
Possible
Probably weekybi-weekly rotation
67
3
30
30
17
43
3
Back Market PR
Christian Kohl
San Juan
8
Yes up to 12
YES
No
0
3
0
12
0
17
43
3
FESTO
Louise Van Wyk
TBD
NEW
As it is a new project we would prefer to start with everyone in the office for the ramp-up phase Once they are ramped up we can move to hybrid model
11
0
11
0
0
17
43
3
HPE Edenred
Louise Van Wyk
Diagonal
No
Yes
As it is a small team rotation dos not make sense as they will be alone in the office Our idea is to have all 4 of them in the office 3 days per week
0
4
0
0
4
17
43
3
REFID
PRE-IMPLEMENTATION
MITIGATIONS WARNINGS REMEDIES
POST-IMPLEMENTATION
Date
RISK - Category
RISK DESCRIPTION
RISK IMPACT
RISK SEVERITY
RISK LIKELIHOOD
RISK LEVEL
MITIGATION
RESPONSIBLE
STAUS
Date
RISK SEVERITY
RISK LIKELIHOOD
RISK LEVEL
ACCEPTABLE TO PROCEED
1
Yes
1 low - 10 high
1 low - 10 high
1 low - 10 high
1 low - 10 high
YES NO
2
No
1
72220
Connectivity
ISP connectivity from employee to Avaya There are ISP they do not give bandwidth or protocoll for VoIPSIP Thus user cannot do phone calls over Avaya Red or similar solution
Voice quality very bad or cannot place or recieve calls
9
3
27
4G Router solves quality issues
IT
Ongoing
3
2
72220
Connectivity
ISP may change their TampC for privatconsumer services
current connection from employee are for consumer and not for commercial used ISP may change their TampC as agent will used it for commercialprofessional purposes
8
5
40
This is not happening at the moment but can at any given time most like when this situation is over
TBD
Open
4
3
8420
People
People visiting countries are confined for x days
We people visiting their home countries and they are locked down for 1-2 weeks before they can go out They are working this lock down in their country and after they spent their x daysweeks of vacation
5
10
50
HR
Open
5
4
6
5
7
6
8
7
9
8
10
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
Action Log
ID
Topic
Discussion Point
Action Point
Entry Date
Owner
Due Date Review Date
Status
Updates
1
Define a guide for Managers to assess feasibility to deploy hybrid model
7-Jul-20
Done
2
Invetory
7-Jul-20
Jerome Adrian Pablo
31-Jul-20
Ongoing
Projects Reported Inventory Big discrepancy between Inventory DB and report Pablo analysing discrepancy29720 250 PC + 100 Laptops to check fix workspaces of Mango and Inditex
Closed
3
Order equipment
1-Aug-20
Pablo
TBD
Not started
Order missing or replace aged equipment
Pending
4
Floor plan Desing
7-Jul-20
Marga
31-Jul-20
Ongoing
Sample of Diagonal 4th floor in this doc
Overdue
5
Security - Virtual desktop
7-Jul-20
Daniel Pablo
TBD
Ongoing
Investigating
6
Work contract
29-Jun-20
Ingrind
TBD
Ongoing
Answers received and compiled by Ingrid
7
Guidlines for review and approval
Google Con Ops send draft for revision and validation
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
73
74
75
76
Project Plan
NO
ID
Task
Responsible
Start
End
Status
22-Jun
29-Jun
6-Jul
13-Jul
20-Jul
27-Jul
3-Aug
10-Aug
17-Aug
24-Aug
31-Aug
7-Sep
14-Sep
21-Sep
28-Sep
5-Oct
12-Oct
19-Oct
26-Oct
2-Nov
9-Nov
16-Nov
23-Nov
30-Nov
7-Dec
14-Dec
21-Dec
28-Dec
4-Jan
11-Jan
18-Jan
25-Jan
1-Feb
8-Feb
15-Feb
22-Feb
1-Mar
8-Mar
15-Mar
22-Mar
29-Mar
5-Apr
12-Apr
19-Apr
26-Apr
3-May
10-May
17-May
24-May
31-May
7-Jun
14-Jun
21-Jun
1)
Contract amp Legal
Contractual amp Legal
11
Between Webhelp and Customer
Overdue
111
Revision of contracts between Webhelp and Customers
Account Manager Program manager
112
Standard addendum
Jordi Tomas Procurement
12
Between Webhelp and Providers
Overdue
121
Internet Service Providers
TBC
122
Shipping courrier services
Jordi Tomas
13
Between Webhelp and Employee
Overdue
131
Renewal or change of contract
25
Ingrid Castillo
28-Jun-20
1-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
132
Working from home outside Spain conditions
10
Ingrid Castillo
28-Jun-20
1-Oct-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
Milestone Contract amp Legal
Overdue
2)
IT Infrastructure
IT Infrastructure
21
Revision connectivity to office
70
29-Jun-20
31-Jul-20
Overdue
-1
-1
-1
-1
-1
211
Data office infrastructure
70
IT
29-Jun-20
31-Jul-20
Overdue
-1
-1
-1
-1
-1
212
Voice office infrastructure
70
IT
29-Jun-20
31-Jul-20
Overdue
-1
-1
-1
-1
-1
213
Office hardware equipment
70
IT
29-Jun-20
31-Jul-20
Overdue
-1
-1
-1
-1
-1
214
Licencenses
70
IT
29-Jun-20
31-Jul-20
Overdue
22
Hardware
5
6-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
221
Home Office Equipment
5
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
2211
PC wifi or Laptop
10
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
2212
Keyboard Mouse
10
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
2213
2nd Screen
10
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
222
Office Equipment
5
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
2221
PC wifi or Laptop
10
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
2222
Keyboard Mouse
10
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
2223
2nd Screen
10
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
223
Maintenance and support of Home office IT equipment
5
IT
6-Jul-20
2-Oct-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
2231
Sparepart replacement
5
IT
20-Jul-20
2-Oct-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
2232
Connectivity to office
5
IT
20-Jul-20
31-Jul-20
Overdue
-1
-1
2233
Firewall
5
IT
6-Jul-20
31-Jul-20
Overdue
-1
-1
-1
-1
2234
VPN
5
IT
6-Jul-20
31-Jul-20
Overdue
-1
-1
-1
-1
2235
Cloudbased storage solution - OneDrive
5
IT
6-Jul-20
31-Jul-20
Overdue
-1
-1
-1
-1
2236
Indvidual Virtual Desktop Solution for Webhelp Managed Equipment
5
IT
6-Jul-20
31-Jul-20
Overdue
-1
-1
-1
-1
2237
BCP - Plan
5
IT
6-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
2238
Internal User Help Desk
5
IT
6-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
2239
Field Tec Support
5
IT
6-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
Overdue
Overdue
Overdue
Milestone IT Infrastructure
Overdue
3)
IT Security
IT Security
31
Collection of Project Security Requirements
15
IT Security
15-Jul-20
31-Jul-20
Overdue
-1
-1
32
Categorization in security levels
0
IT Security
1-Aug-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
33
Indvidual Virtual Desktop Solution for Webhelp Managed Equipment
15
IT Security
1-Aug-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
34
Approval process for home office solution
0
IT Security
1-Sep-20
30-Sep-20
Overdue
-1
-1
-1
-1
Overdue
Overdue
Milestone IT Security
Overdue
4)
Facilities
Facilities
41
Office
25
Facilities
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
42
Planing for max capacity
25
Facilities
1-Jul-20
15-Jul-20
Overdue
-1
-1
43
New home feeling or trendy office design
0
Facilities
15-Sep-20
30-Sep-20
Overdue
-1
-1
44
Hot desk solution
0
Facilities
1-Aug-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
46
Office Furniture for home office
0
Facilities
1-Jul-20
31-Jul-20
Overdue
-1
-1
-1
-1
461
Chair
50
Facilities
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
462
Table
50
Facilities
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
48
Milestone Facilities
Overdue
5)
People Management
People Management
51
HR
5
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
511
Legal revision on existing work contracts
20
Ingrid
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
512
New contracts
0
Ingrid
1-Sep-20
30-Sep-20
Overdue
-1
-1
-1
-1
513
Briefing of HR
Overdue
514
Work contracts
Overdue
52
Project Management
30
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
521
Framework office guidelines
5
PM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
522
Framework office guidelines
30
PM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
523
Productivity and service fullfillment
30
PM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
524
Feasibility and validation if a project can be hybrid
30
PM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
525
Corrective performance mangement
30
PM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
526
Guidelines working un the office (70 work + 30 Socialtraining)
30
PM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
526
Hybrid present and virtual meeting
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
527
Reenforce team events
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
528
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
53
Workforce Management
10
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
531
Planining between home and office
10
PMWFM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
532
Different shrinkage factors between office and home office
10
PMWFM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
533
Service coverage
10
PMWFM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
534
Realtime management
10
PMWFM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
54
Training
Overdue
541
Hybrid Training Classroom and Virtualroom
Overdue
542
Selfguided Training
Overdue
543
Webinars
Overdue
55
Communication
Overdue
551
Extra push to Wise
Overdue
552
Focus activities to include people at homeremote
553
TGIF sessions
Overdue
554
Communcation of the new Model to Managers
555
Communcation of the new Model to Customer
Milestone People Management
Overdue
6
IT Security
Communication
61
Communication to Progamm Manager and Owners
100
Jerome Derramond
1-Jul-20
15-Jul-20
Done
1
1
62
Communication to frontline managers and employees
25
IT Security
15-Jul-20
31-Aug-20
Overdue
-1
-1
-1
-1
-1
-1
0
Overdue
Overdue
Overdue
Overdue
Milestone IT Security
Overdue
Topic
Status Comment
Target Date
Engage with IT and understand that solution deployed for Hybrid
Setting up meeting with CTO and IT Service Manager
Ask IT on the HW statyus Hot desk
Floor ready for Hybrid ( IT + Facilities)
In touch with facilities team to get capacity per office
Contract Situation for the new functions
Engaged with HR Head of HR Admin is collecting and cosolidating information
Present to managers
Preparing points and expectations to communicate
Managers to prepare the list of function (Home Hybrid office)
Project Card work in progress
Managers to prepare schedule taking into consideration Hybrid
Implementation Dashboard
Milestone
Start
End
Status
Progress
Key Focus for the Week
Start
End
Status
Owner
100
A
Copyright copy 2020 All rights reserved 9
GARANTIZANDO LA ENTREGA DEL SERVICIO ndashRELACIOacuteN CON EL CLIENTE
Webhelp notificoacute a sus clientes sobre la implementacioacuten del BCP
Algunos clientes apoyaron los proyectos enviando laptops a sus agentes
Webhelp dando soporte a las tareas relacionadas con el proyecto (por ejemplo
escaladas cambio de procedimientos)
Desactivacioacuten de algunos canales de contacto como Phone y Chat
Implementacioacuten de nuevos proyectos de forma remota
Plan de formacioacuten inicial y onboarding para nuevo proyecto (170 agentes) de forma
remota
bull Programas con protocolos de seguridad especiacuteficos (por ejemplo PCI y poliacuteticas de
seguridad propiedad del cliente)
bull Programas que trabajan con herramientas propiedad del cliente
bull Clientes afectados internamente por la Declaracioacuten de Estado de Emergencia
espantildeola
bull Implementacioacuten de nuevos programas durante el COVID19
Desafiacuteos
Acciones
Ejemplo de colaboracioacuten con uno de los clientes
maacutes antiguos
Copyright copy 2020 All rights reserved 10
GARANTIZANDO LA ENTREGA DEL SERVICIO ndashOPERACIONES Y PERSONAL
Microsoft Teams Talent Train Para la comunicacioacuten interna en los programas (Managers y agentes) Reuniones de equipo formaciones y seguimientos y gestioacuten de los
programas Control interno para la logiacutestica y control de los dispositivos que se
encuentran actualmente en casa Formaciones online a traveacutes de Talent Train
Grupo de Whatsapp de Managers Directores Con el fin de brindar un mejor soporte y un tiempo de respuesta maacutes
raacutepido se creoacute un Grupo de WhatsApp para Managers Directores
WISE Intranet de la empresa para anuncios e instrucciones corporativos Encuesta para evaluar las condiciones de seguridad y salud al
realizar el trabajo desde casa
Foco en las prioridades Asegurar que los agentes tengan conectividad y acceso Garantizar la comunicacioacuten regular con todos los Webhelpers Reforzar la estructura de WFM (monitoreo en tiempo real etc) Entrega de material en base a resultados de encuestas peticiones
etc
Formacioacuten La puesta en marcha de una cuenta grande coincide
con el estado de emergencia iquestCoacutemo pueden impartir formacioacuten antes de la puesta en marcha
iquestCoacutemo garantizaremos la formacioacuten continua
Comunicacioacuten Coacutemo se comunicaraacuten los Managers entre siacute coacutemo se
tomaraacuten las decisiones y coacutemo se les informaraacute Coacutemo se comunicaraacuten los equipos entre siacute
Entorno de trabajo iquestCoacutemo se asegura la empresa de que los empleados
tengan el entorno laboral adecuado en casa
Performance y Calidad iquestCoacutemo podraacuten Team Managers y los Supervisores
gestionar sus equipos de forma remota iquestCoacutemo pueden controlar el desempentildeo de sus
agentes iquestCoacutemo se motivaraacute a los agentes
Desafiacuteos Acciones
Copyright copy 2020 All rights reserved 11
CUIDADO DE NUESTROS WEBHELPERS
Mails semanales de nuestra Presidenta
Todos los lunes nuestra presidenta enviacutea un email con actualizaciones sobre nuestras actividades y palabras de aliento
StrongerTogether Campantildea de Instagram
Protocolos de vuelta a la oficina
Video con las medidas de seguridad posters infografiacutea enviada por mail recordatorios por mail y RRSS
Testimonios en video
Primeras impresiones de los compantildeeros que fueron regresando a las oficinas
Consejos de salud
Emails de WebHEALTHenviados dos veces por semana Actividades especiales por el diacutea mundial del Yoga
Se creoacute un video recap de todas las actividades que compartimos durante el confinamiento en webhelpspain y strongertogether
Copyright copy 2020 All rights reserved 12
CUIDADO DE NUESTROS WEBHELPERS ndashACTIVIDADES EN CASA
Actividades
Club del libro
Trabajando con mascotas
Reuniones virtuales
Recetas de cocina
Juegos
Copyright copy 2020 All rights reserved
CUIDADO DE NUESTROS WEBHELPERS
Plan de comunicaciones durante la crisis del COVID-19
Nuestro Departamento de Comunicacioacuten establecioacute la tipologiacutea y frecuencia de las comunicaciones internas en estrecha colaboracioacuten con los headquarters del Grupo compartiendo materiales y contenidos para su aplicacioacuten en otras regiones
13
Copyright copy 2020 All rights reserved
CUIDADO DE NUESTROS WEBHELPERS
Regalo de agradecimiento a todos los Webhelpers en Espantildea
Todos nuestros empleados recibieron un detalle en sus casas y oficinas para agradecerles por su compromiso y trabajo duro porque juntos logramos la milla extra
Estos son algunos de los mensajes de agradecimiento que compartieron con nosotros
14
Formacioacuten
Copyright copy 2020 All rights reserved 15
CUIDADO DE NUESTROS WEBHELPERS ndashSOPORTE CORPORATIVO
bull Comunicacioacuten de formaciones online
bull Formacioacuten y Coaching virtual
bull Microsoft Teams
bull Formaciones online PIMEC
bull Mejores praacutecticas de coacutemo trabajar desde casa (preparadas por uno de los
proyectos que ya trabajaba en casa anteriormente)
bull Material de formacioacuten del Centro of Excelencia de Webhelp incluyendo
bull Problemas teacutecnicos coacutemo restablecer mis contrasentildeas la clave para el
uso de Avaya desde Pc menuacute desplegable de VPN etc
bull Gestioacuten de equipo coacutemo hacer una sesioacuten 1 a 1 de forma remota
coacutemo mantener los liacutemites del equipo etc
bull Actitudes especiacuteficas para el trabajo desde casa lo que se debe y no
se debe hacer
Salud
bull Actualizaciones de protocolo para viajar en zonas afectadas o cuando se
regresara recientemente de una de las zonas afectadas (por ejemplo Italia)
bull Aplicacioacuten meacutedica para consultas privadas por teleacutefono
bull Protocolo sobre coacutemo tratar de forma general el COVID19
bull El protocolo actualiza coacutemo comportarse en caso de que los empleados
tuvieran siacutentomas
bull Ademaacutes se envioacute una encuesta de evaluacioacuten del Ministerio del Interior a los
gerentes y al personal para evaluar sus condiciones laborales actuales en el
hogar
Copyright copy 2020 All rights reserved 16
CUIDADO DE NUESTROS WEBHELPERS ndashACTIVIDADES EN CASA
Actividades
Club del libro
Trabajando con mascotas
Reuniones virtuales
Recetas de cocina
Juegos
Copyright copy 2020 All rights reserved 17
CUIDADO DE NUESTROS WEBHELPERS ndashRESULTADOS
Resultados de la encuesta especiacutefica sobre teletrabajo
En el mes de mayo realizamos a nuestros Webhelpers en Espantildea una encuesta para saber el grado de satisfaccioacuten con la transicioacuten al teletrabajo Un 73 de los encuestados no habiacutea realizado nunca teletrabajo antes de la crisis
90
SE SENTIacuteAN MOTIVADOS
TRABAJANDO DESDE CASA
86
SATIFACCIOacuteN CON EL EQUILIBRIO ENTRE EL TELETRABAJO Y VIDA
FAMILIAR
88
SATISFACCIOacuteN CON LA RESPUESTA DE WEBHELP ANTE LA
CRISIS
94
SE SENTIacuteAN SEGUROS DE PODER HACER SU TRABAJO DE FORMA
REMOTA
Un 65 de los empleados indicaron que no tuvieron problemas teacutecnicos durante el confinamiento
Un 44 de los empleados indicaron que no tuvieron grandes desafiacuteos a la hora de teletrabajar De los que siacute tuvieron un 21 indicaron problemas de conectividad
Un 80 de los empleados consideraron uacutetiles los consejos sobre teletrabajo enviados regularmente
La satisfaccioacuten global con el teletrabajo durante el confinamiento fue del 88
30NPS
El NPS en la uacuteltima encuesta de empleados
2019 fue de -140 ndash no lo recomendariacutea en absoluto
10 ndash lo recomendariacutea
totalmente
Copyright copy 2020 All rights reserved 18
CUIDADO DE NUESTROS WEBHELPERS ndashRESULTADOS
Resultados de la encuesta global de Webhelp sobre COVID-19
En el mes de junio todas las regiones de Webhelp completamos una encuesta complementaria a la anterior donde se analizaba la situacioacuten del teletrabajo y se preguntaba ademaacutes por futuras preferencias de jornada
Copyright copy 2020 All rights reserved 19
CUIDADO DE NUESTROS WEBHELPERS ndashRESULTADOS
Resultados de la encuesta global de Webhelp sobre COVID-19
Pmd llamadas contestadasSep amp Oct 2019 (antes de peakseason)
Niveles de servicio
Copyright copy 2020 All rights reserved 21
SERVICIO ndashANAacuteLISIS DE DATOS
Calidad
Muestreo de 18 de nuestros proyectos que usan la
herramienta de monitorizacioacuten corporativa
Si bien durante la crisis el volumen de escuchas
descendioacute a niveles similares de periodos de peak
season la calidad se mantuvo
Copyright copy 2020 All rights reserved 22
SERVICIO ndashFEEDBACK DE CLIENTES
ldquoThank you for sharing the informationWe are glad that current measures taken areworking out so far and there are nointerruptions of service for PUMA customersChallenges will remain to ensure efficiencyand quality ndash with the high dedication of thesupervisors and project management Irsquomconfident that we can jointly manage thesituationrdquo
ldquoFirstly a very large round of applause andwell done from our JDE UK Leadership interms of the amazing turnaround in gettingall Agents set up to work from home at thatshort notice and ensuring continuity ofCustomer Service to our UK amp Irelandconsumers 128522128522rdquo
Nuestros clientes quedaronsatisfechos con laimplementacioacuten de las medidas laimplicacioacuten colaboracioacuten de todoslos empleados y los resultadosobtenidos A continuacioacuten algunosde los comentarios recibidos
ldquoWell done and ldquothank yourdquo to you and all ofthe Webhelp team in regard to thepreparations for home working It was a hugejob with little impact to us I spoke with Marcyesterday and he said that people in the teamswere mostly positive and super helpful I thinkI understand more that most people the effortsinvolved in making this happen so I am sopleased wi2th the reaction and actions fromyou and the teamrdquo
Otros comentarios positivos recibidos de los siguientes clientes
bull Satisfecho con la raacutepida respuesta deWebhelp
bull Satisfecho de poder mantener lasoperaciones en curso
bull Mostrando apoyo al BCPbull Satisfecho con la colaboracioacuten con todos
los departamentos e IT
Copyright copy 2020 All rights reserved 23
SERVICIO ndashRESULTADOS
A nivel de grupo el grado medio desatisfaccioacuten de nuestros clientes ha subido5 puntos con respecto a la anteriorencuesta (Q4 2019) En la regioacuten deEspantildea la satisfaccioacuten general es algoinferior a la del grupo (81) pero encambio la satisfaccioacuten con la gestioacuten delCOVID-19 es superior (88 comparado con83)
Copyright copy 2020 All rights reserved 24
PLAN DE REGRESO
Desde el momento en que nos confinaron estamos trabajando en disentildear una vuelta a las oficinas que respeten las
medidas necesarias de distanciamiento social higiene y seguridad Nuestro equipo multidepartamental realiza reuniones
semanales de seguimiento para ver que las oficinas los proyectos y los empleados estaacuten preparados para este regreso
escalonado Hemos combinado este regreso a la oficina junto con nuestro nuevo modelo de trabajo hiacutebrido
Nuestro edificio de Diagonal ha sido certificado como ldquoGlobal Safe Siterdquo
Project Plan de regreso a la oficina en modelo hiacutebrido
33
77164 280
356
33103
267
432 391434
10
96
268
281 202
243
66
245
856
1218 1188
1366
0
200
400
600
800
1000
1200
1400
1600
0
200
400
600
800
1000
1200
1400
1600
1800
April May June July August September
Tota
l acu
mul
ado
Axis Title
Personal trabajando en la oficina
22 Ausias March Malaga Diagonal Valencia Mas Blau
Mediattic Pamplona Roc Boronat Santa Luciacutea Total
Debido a las uacuteltimas medidas establecidas por el Gobierno actualmente estamos volviendo a fomentar el teletrabajo ante un modelo hiacutebrido
Antes de la crisis del COVID-19 nuestro modelo de trabajo era un 90 en la oficina y un 10 de empleados en casa Tras implementar el modelo de teletrabajo y analizar resultados de la operacioacuten y predisposicioacuten y apetencia tanto de clientes como de empleados estamos trabajando en la implantacioacuten de un modelo hiacutebrido de teletrabajo que combina LO MEJOR DE LOS DOS MUNDOS
Copyright copy 2020 All right reserved 25
Flexibilidad para la gentebull Dar flexibilidad a nuestros Webhelpers y ofrecer una mejor propuesta de valor para los
empleadosbull De base voluntariabull El regreso a la oficina es posible si no se dan las condiciones en casa o hay fatiga
Mitigar los Riesgos operacionales
bull La elegibilidad para el teletrabajo se basa en el desempentildeo bull Hay poliacuteticas de retorno a la oficina en caso de empeoramiento del desempentildeo
Dinaacutemica de ventasbull Asegurar una fuerte dinaacutemica de ventas y un ambiente impulsado por el hecho de estar en la
oficina cuando los equipos estaacuten onsitebull Organizar animaciones desafiacuteos onsite aprovechando la dinaacutemica de grupo
Espiacuteritu de equipo y engagement
bull Desarrollo del espiacuteritu de equipo y asegurar la conexioacuten a traveacutes de eventos sociales animaciones onsite y proximidad
bull Fortalecer el sentido de pertenencia a Webhelp y las marcas que representamos
MIRANDO AL FUTURO ndashMODELO HIacuteBRIDO
Copyright copy 2020 All right reserved 26
Mejora operacional Continuidad de negocio
El modelo hiacutebrido puedebull Ampliar el pool de talento extendiendo su
cobertura geograacuteficabull Atraer nueos perfiles de candidatos (para
quienes la configuracioacuten in situ exclusiva no es compatible con las limitaciones personales)
bull Atraer nuevo talento con skills especiacuteficos o superiores
Atraccioacuten de talento
bull Los desplazamientos generan hasta el 32 de las emisiones de carbono totales de Webhelp
bull Al reducir los desplazamientos trabajar desde casa puede reducir nuestro impacto en el medio ambiente y por tanto en la huella de carbono general de nuestro cliente
Reduccioacuten de emisiones de carbono
Ponemos a nuestro cliente en nuestro corazoacuten Ponemos los mejores intereses
de nuestros clientes en el corazoacuten asiacute es como hacemos un esfuerzo adicional
bull El modelo hiacutebrido incluye un BCP incorporado lo que garantiza la continuidad de las operaciones sin problemas de nuestro cliente en un contexto de crisis
bull Mejor desempentildeo general Disminuyendo la rotacioacuten voluntaria y reteniendo
la experiencia y los skills Incrementando la retencioacuten de los top
performers
Mayor flexibilidadbull El modelo hiacutebrido puede aumentar la flexibilidad
en la prestacioacuten de nuestro servicio aprovechando la optimizacioacuten de WFM habilitada por la flexibilidad del trabajo en casa (por ejemplo turnos divididos) para una mejor adherencia a la curva de demanda
La implementacioacuten del modelo hiacutebrido tiene pocas interrupciones en comparacioacuten con el modelo completo en el sitio lo que limita el riesgo para nuestros clientes
Valor para nuestros clientes1
MIRANDO AL FUTURO ndashMODELO HIacuteBRIDO
Copyright copy 2020 All right reserved 27
En una encuesta interna realizada en 11 paiacuteses en mayo 2020 los agentes indicaron que prefeririacutean trabajar
En un modelo hiacutebrido
Onsite solamente
En casa solamente
67
23
10
Motivaciones para trabajar desde casa
Menos transporte
Mejor entorno de trabajo
Maacutes flexibilidad para una mejor conciliacioacuten
bull Menos coste
bull Menos tiempo
bull Menos fatiga
bull Entorno menos estresante
bull Menos fatiga debido al ruido
bull Comer en casa
bull Capacidad para manejar las limitaciones personales (nintildeos a la escuela tiempo en familia etc)
Valor para nuestros empleados2
MIRANDO AL FUTURO ndashMODELO HIacuteBRIDO
Copyright copy 2020 All right reserved 28
APRENDIZAJES
Alto compromiso y participacioacuten de todos los
empleados de Webhelp
Alto compromiso del equipo de IT (exceso de trabajo durante el fin de semana
anterior a la implementacioacuten completa)
Alta colaboracioacuten compromiso y apoyo de todos los programas (de Managers y
agentes) Uno de los programas incluso creoacute una instruccioacuten en video para sus
agentes sobre coacutemo instalar VPN y Softphone
Fomento tambieacuten a traveacutes de mensajes de motivacioacuten de la presidenta Helena
Guardans y el director general Julio Joliacuten
Asegurar la continuidad del negocio
Webhelp pudo cambiar de una estructura basada en la oficina a una basada en
el teletrabajo (de un 90 - 10 a un 10 -90) en menos de una semana
Por lo tanto pudo minimizar el impacto sobre el personal y la prestacioacuten de
servicios
Webhelp fue capaz de proteger y reforzar la reputacioacuten y la imagen corporativa
Reduccioacuten del impacto financiero
Reduccioacuten del absentismo durante las 2 primeras semanas de despliegue
Invertir y adaptarnos a nuevas tecnologiacuteas
Durante los uacuteltimos antildeos Webhelp se ha centrado en la Innovacioacuten para adaptarse
a las nuevas tecnologiacuteas como
bull Cambio a Microsoft Office 365bull Cambio de servicio telefoacutenico a Avaya Red Avaya One X habilitando la
posibilidad de estar conectado en casa fuera de las oficinas principales detrabajo
bull Dashboards Informes a traveacutes de Tableau y SQL Server accesibles a traveacutes devarios dispositivos (incluido el moacutevil)
bull Automatizacioacuten de contactos mediante IVR Machine Learning y Bots
Partnership y recomendacioacuten de nuestros clientes Los clientes y Webhelp reforzaron su soacutelida asociacioacuten colaborando entre siacute
en la situacioacuten de desastre Los clientes mostraron confianza y apoyo a nuestras decisiones y acciones Webhelp acordoacute con algunos de los clientes hacerse cargo tambieacuten de algunas
de las tareas diarias relevantes en las operaciones (generalmente escaladasadministradas por los clientes)
Contact Information
Marta Loacutepez
Business Development Director
MartaLopezwebhelpcom
Slide Number 1
Slide Number 2
Slide Number 3
Slide Number 4
Slide Number 5
Slide Number 6
Slide Number 7
Slide Number 8
Slide Number 9
Slide Number 10
Slide Number 11
Slide Number 12
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Slide Number 14
Slide Number 15
Slide Number 16
Slide Number 17
Slide Number 18
Slide Number 19
Slide Number 20
Slide Number 21
Slide Number 22
Slide Number 23
Slide Number 24
Antes de la crisis del COVID-19 nuestro modelo de trabajo era un 90 en la oficina y un 10 de empleados en casa Tras implementar el modelo de teletrabajo y analizar resultados de la operacioacuten y predisposicioacuten y apetencia tanto de clientes como de empleados estamos trabajando en la implantacioacuten de un modelo hiacutebrido de teletrabajo que combina LO MEJOR DE LOS DOS MUNDOS
Slide Number 26
Slide Number 27
Slide Number 28
Slide Number 29
Week
Timeline
Project Implementation
SOW
Project Timeline
Recruitment
Training
IT amp Facilities
Reporting
Operations
Week1
ERRORREF
19
0
61
28
9
8
8
0
Week2
ERRORREF
23
0
61
28
9
9
8
0
Week3
ERRORREF
31
0
89
58
14
10
17
0
Week4
ERRORREF
34
0
92
60
14
22
17
0
Week5
ERRORREF
39
0
93
61
24
41
17
0
Week6
ERRORREF
0
0
0
0
0
0
0
0
Week7
ERRORREF
Week8
ERRORREF
Week9
ERRORREF
Week10
ERRORREF
Week11
ERRORREF
Week12
ERRORREF
Instructions
1 Ensure to copy formual from previous week into the current week
2 Ensure to copy data as real value before updating the plan (this way you will capture weekly progress)
Decision Log
ID
Topic
Description
Incorporate To E32169 Where actions are incorporated to eg Change Order SOW Playbook Process CIC etc
Entry Date
Taken by
Comments
1
2
3
4
5
6
7
8
9
10
IVR Setup Plan
Tower
Item
Start Date
End Date
Owner
Status
Remark
IVR Setup Plan
Define IVR Scope
Confirm voice requirement - Local Professional
ERRORREF
ERRORREF
ERRORREF
(1)
Confirm language requirement for each country
ERRORREF
ERRORREF
ERRORREF
(1)
Develop IVR Workflow
Develop IVR workflow for each country
ERRORREF
ERRORREF
WH
(1)
Client review and approval
ERRORREF
ERRORREF
Client
(1)
Develop IVR Script
Obtain existing script [If Available]
29-Jun
6-Jul
WH
(1)
Develop IVR script in each language
29-Jun
6-Jul
WH
(1)
Client review and approval
4-Jul
6-Jul
Client
(1)
Recording IVR
Obtain existing recording [If Available]
ERRORREF
ERRORREF
WH
(1)
Identify voice talent
ERRORREF
ERRORREF
WH
(1)
Record IVR in each language
ERRORREF
ERRORREF
WH
(1)
Client review and sign-off
ERRORREF
ERRORREF
Client
(1)
Configuration and Testing
IVR configuration to telephony system
ERRORREF
ERRORREF
WH
(1)
Testing and UAT
ERRORREF
ERRORREF
WH
(1)
Client review and sign-off
ERRORREF
ERRORREF
Client
(1)
Program Readiness Checklist
RESONSIBILITY
ACCOUNTABILITY
CONSULT
INFORM
Oracle
SBT
ActionsComment
Contractual
Resources Defined
ClientSBT AM
VP
VP
PMVLM
euro - 0
Levels Defined
SBT HR amp REC
SBT HR amp REC
VP
PM
euro - 0
Management Structure
SBT AMVP
SBT AM
VP
PM
euro - 0
Targets amp KPI Set
LynnPM
PM
VP
VLM
euro - 0
Program
Recruitment Process
PMO
REC
PM
VLM
euro - 0
RACI Frame work
PM
PM
VP
PMOVLM
euro - 0
Sales Engine
VLM
PM
VP
PM
euro - 0
10 week Plan
VLM
PM
VP
PM
euro - 0
Soft Metrics Defined
VLM
PM
VP
PM
euro - 0
Territory Allocated
VLM
PM
PM
PM
euro - 0
Territory in CRM
VLM
PM
PM
PM
euro - 0
Quarter Campaignpromotions
VLM
PM
PM
PM
euro - 0
Rules of Engagement
PM
PM
VLM
PM
euro - 0
Playbook
PMO
PM
VLM
PMO
euro - 0
On-boarding Plan
VLMSBT Training
PM
PM
PM
euro - 0
Training amp Coaching Plan
VLM
PM
SBT Training
PM
euro - 0
QA
VLM
PM
SBT Training
PM
euro - 0
Communications
Organisation Structure
PM
PM
VP
VLM
euro - 0
ROB Country
VLM
PM
VP
PM
euro - 0
ROB Program
PM
PM
VP
VLM
euro - 0
ROB RHQ
PM
PM
VP
VLM
euro - 0
Communication Pack
PM
PM
VP
VLM
euro - 0
Reporting Established
PM
PM
VP
VLM
euro - 0
Reporting Calendar Agreed
PM
PM
VP
VLM
euro - 0
Management
Talent Assessment
VLM
PM
VP
PM
euro - 0
Job Descriptions
VLM
PM
VP
PM
euro - 0
Employee Readiness Check
VLM
PM
VP
PM
euro - 0
Individual Targets Set
VLM
PM
VP
PM
euro - 0
Funnel Validation
VLM
PM
VP
PM
euro - 0
Head Count Filled
VLM
PM
VP
PM
euro - 0
Comp Plan Issued
PM
PM
VP
VLM
euro - 0
Comp Plan Signed
PM
PM
VP
VLM
euro - 0
Welcome Pack
VLM
PM
VP
PM
euro - 0
Infocenter Access
VLM
PM
VP
PM
euro - 0
Sharepoint Access
VLM
PM
VP
PM
euro - 0
Agent
Readiness Training
VLM
PM
VP
PM
euro - 0
Red Carpet
VLM
PM
VP
PM
euro - 0
Call Plan
VLM
PM
VP
PM
euro - 0
Partner ProfiledAllocated
VLM
PM
VP
PM
euro - 0
Territory Plan
VLM
PM
VP
PM
euro - 0
Territory Visits
VLM
PM
VP
PM
euro - 0
Individual Development Plan
VLM
PM
VP
PM
euro - 0
Onboarding
1
-1
1
-1
Onboarding
IT set-up
Location
Wave
Training start
Language Supporting Country
Status
Name
Role
Type
Comment
Credentials
Training
Work place
IT equipment
Telephony equipment
Internet connectivity
C-User
SAP Email address
ERRORREF
Kuala Lumpur
IT and Telephony Action List
Tower
Item
Start Date
End Date
Owner
Status
Remark
Avaya amp Oceanan
Avaya and Oceana
Internet Conection
Obtain quoation from 2 providers
Local IT
1
Cost approval
Local IT
1
Internet Setup
Local IT
1
VPN
VPN Setup
LocalBCN IT
(1)
Testing
LocalBCN IT
(1)
Avaya Design
Technical Design
Global IT
1
Functional Design
LocalBCN IT
-
VLAN amp MPLS Setup
LocalBCN IT
(1)
Install configure and deploy Avaya server
Global IT
(1)
IVR
Global IT
(1)
Equipment Order amp Delivery
Obtain quotation
Local IT
1
Cost approval
Local IT
1
Order all necessary equipment
Local IT
1
Delivery and deployment
Local IT
(1)
Telephony Configuration (Avaya amp Oceana)
Configuration
Local IT
(1)
UAT (Call Inbound)
Local IT
(1)
UAT (Call Outbound)
Local IT
(1)
UAT (Oceana)
LocalGlobal IT
(1)
Telephony delivered
Local IT
(1)
Cisco (as a backup)
Cisco
Design amp Implementation
Routing design
LocalGlobal IT
(1)
Cisco line setup as backup option
LocalGlobal IT
(1)
(5)
Local DID for all Asia Countries
Cisco
DID Setup
Identify provider for all countries line
Local IT
-
Obtain quotation
Local IT
-
Cost approval
Local IT
(1)
Routing design
Local IT
-
DID setup
Local IT
(1)
DID testing amp UAT
LocalGlobal IT
(1)
Routing
Local IT
(1)
Final testing amp UAT
LocalGlobal IT
(1)
Key Reports
Item
Version
Completion
Updates
Target Date
Dependencies amp Risks
C4CS Power BI Report
C4CS Power BI Report - Signoff
C4CS Direct Link to Power BI
MBR Dashboard - Draft
MBR Dashboard - Final
MBR Dashboard - Sign off
Avaya Report Global in Avaya System
C4CS amp Avaya Daily Report
WFM Puerto Rico
DiscussionAction Point
Item
Owner
Status
Remark
Target Date
Data - Access (Shared Folder)
Steffen
1
Intermediate solution for data storageData will be stored on Webhelp Enschede server for intermediate time until data (GDPR) items have been clarifiedData will be retrieved bysiti-aisyahmohdsallehsellbytelcomganeshloganathan1sellbytelcomLocation -Server 1023234 (via VPN)Server hostname sftpxtrasourceeu (if over the internet)Protocol sFTPSSHPort 22Username SBT_BIPassword hbjNfNvMNV6e7P
6-Feb
Demo on Avaya reporting functionalities
Steffen
1
Steffen to schedule some time with Aisyah and Ganesh to give more insights on functionalities within Avaya(First demo will be done tomorrow)
8-Feb
Documentation of Avaya Functionalities
Barry Steffen
1
- To provide other documentation with regards to Avaya functionalities to the team in APAC
8-Feb
Demo Training of Avaya Data Extraction
Almar
1
- Almar to conduct training to Eugene amp Ganesh on data extraction of Avaya amp Oceana- Training documentation stored inhttpsswasellbytelcomTrainingSignify20Training2020QualityFormsAllItemsaspxRootFolder=2FTraining2FSignify20Training2020Quality2FTraining20Material20Folder2028External20and20Internal20Access292FAvaya20Oceana20Supervisor20TrainingampInitialTabId=Ribbon2EDocumentampVisibilityContext=WSSTabPersistence
1-Feb
Global Decision makers
-
Reporting Demo
-
Avaya Data Extraction Access
-
Implementation Checklist
Topic
Details
Required
Owner
Status
General Set Up
1
General Set Up
11
Go live
if several waves indicate exact dates
Yes
-
First Wave 31-Jan Following Waves to be confirmed
12
Initition Template signed off
Defines project and server as Project Charter
Yes
-
13
Scope of Work (SOW) Defined and Signed
eg service sales support
Yes
-
14
Stakeholders Identified
internal and external
Yes
-
15
Communication stragety agreed
Define communciation for reporting implementation Operations escalations
Yes
-
16
Implementation start date agreed
Agree on proejct kick off date
Yes
-
17
Training start
if several waves indicate exact dates
Yes
-
First Wave 10-Dec Second Wave TBC
18
Recruitment start
indicate expected number of weeks before training start
Yes
1
6 - 8 weeks
19
HC Defined
please distinguish between waves if applicable
Yes
1
Wave 1 9 CH + 3 HK
11
Languages requirement agreed
specify per HC
Yes
-
11
JD
available already If so please share
Yes
1
11
Floor plan
available already If so please share
Yes
1
11
Telco line setup
ITFS procurement outbound line set up
Yes
-
11
IT equipment delivered
Develiry as per IT checklist
Yes
-
12
BI amp Reporting
Develop Report ROB WBR MBR and QBR
Yes
-
12
Program Readiness
Execure Readness checklist
Yes
-
Site Set Up
2
Site Set Up
21
Floor
Discuss and sign contract to rent
No
(2)
22
Develop obtain floor plan
No
(2)
23
Floor design (designation of common areas and workspace)
No
(2)
24
Painting type of floor curtains blinds etc
No
(2)
25
Quotation and purchase of air condition
No
(2)
26
Final cleaning before furniture set up
No
(2)
27
Cabling
General cabeling of the floor
No
(2)
28
Define single points to be cabled per workstation
No
(2)
29
Furniture common area equipment
Workstations tables chairs lockers etc
No
(2)
21
furniture for common areas (kitchen restrooms meeting rooms)
No
(2)
21
set up of furniture for workstationa and common areas
No
(2)
21
final cleaning after furniture set up
No
(2)
21
kitchen and bath room equipment
No
(2)
21
Security Meassures
order access control system
No
(2)
22
delivery of access control system
No
(2)
22
supply of access cards according to number of employees
No
(2)
22
Show room
setup of show room
No
(2)
22
others applicable
No
(2)
22
Mail box bell
mail box to be defined and labled
No
(2)
22
bell to connected to floor
No
(2)
HR and Recruitment
3
HR and Recruitment
31
Recruitment
overall responsible Dedicated recruiter
Yes
1
32
start date
Yes
-
33
JD creation and sign off
Yes
1
34
decide upon job ads
Yes
-
35
publish job ads
Yes
-
36
define recruiting process
Yes
1
37
Job specifications
start date of training
Yes
-
38
go live date after training
Yes
-
39
determine number of working hours per day week
Yes
-
31
determine number of working days per week
Yes
-
31
define shift modell
Yes
-
31
define bonus model
No
(2)
31
define salary range
Yes
-
31
determine vacation days
Yes
-
32
special vacation bank holiday agreements
Yes
-
32
special country regulations
Yes
-
32
duration fixed term employment
Yes
-
32
Onboarding
register employees in client tools
Yes
-
32
register employees in SBT tools (eg active directory)
Yes
-
32
is there a time recognistion system
Yes
-
32
distribute access cards to each employee
Yes
-
32
set up workforce management
Yes
-
Training
4
Training
41
Room equipment
define size of training groups
Yes
1
42
define IT equipment needed
Yes
-
43
Language country spedifics
define training language
Yes
-
44
are there country specifics to be tought to only some employees
Documentation of existing process (manual work processes etc)
Yes
-
Existing Europe process manual is available To obtain from Europe and review
412
Are there country specifics process
Yes
-
413
Localization of process
Yes
-
414
Special issues
to be considered
No
(2)
IT
5
IT
51
IT check list
definition of infrastructure requirements and capabilities
Yes
-
IT requirement to setup Oceana is TBC
52
sign-off Infrastructure Check-List by client
Yes
-
53
Connectivity
set up of Servers
No
(2)
54
server racks at site
No
(2)
55
quotation amp investment request for switches
No
(2)
56
ordering of switches
No
(2)
57
set up of switches
No
(2)
58
ensure internet connectivity at site
Yes
1
59
define connectivity to customer environment
Yes
1
51
quotation and purchase of Wi-Fi access points
No
(2)
51
set up of Wireless LAN
No
(2)
51
setup training rooms
No
(2)
51
Telephony
clarify telephony system (client or SBT)
Yes
-
51
order telephony system
Yes
-
52
delivery of telephony system
Yes
-
52
PCs
quotation amp investment request for workplace computer
Yes
-
52
ordering of workplace computer
Yes
-
52
quotation amp investment request for workplace headsets
Yes
-
52
ordering of workplace Headsets
Yes
-
52
delivery of PC Headsets and workplace UPS
Yes
-
52
Set up of workplaces (PC Phonesets Patching)
Yes
-
52
Tools software
set up of client tools (CRM etc)
Yes
-
52
set up of SBT tools
Yes
-
SBT to setup Avaya Oceana CRM
52
set up of client software (licences)
Yes
-
53
set up of SBT software
Yes
-
53
Security
quotation amp investment request for Firewall
Yes
-
TBC
53
ordering of firewall
Yes
-
53
set up of firewall
Yes
-
53
Printers Fax
quotation amp investment request for printers fax
No
(2)
53
ordering of printers fax
No
(2)
53
set up of printers fax
No
(2)
53
User acceptance testing
create UAT check list
Yes
-
53
test all IT systems before training start within SBT
Yes
-
53
test all IT systems before training start in relation to client systems
Yes
-
53
Reference machines
agree on reference machines
No
(2)
54
reference machines to be delivered
No
(2)
Reporting
6
Communication
61
Reporting
define reporting cadence
Yes
-
62
define distribution list
Yes
-
63
Business Review
define business review requirement
Yes
-
64
Communication Plan
define rhythm of business
Yes
-
65
Customer Interaction Center (CIC)
customer interaction center development
Yes
-
Finance
7
Finance
71
SOW
Develop and agree on the Scope
Yes
1
72
sign-off by client
Yes
-
73
Billing Process
Develop and agree
Yes
-
74
sign-off by client
Yes
-
75
PO
Issue PO and obtain payment
Yes
-
Risk and Mitigation Plan
Tower
Risk
Likelihood
Impact
Mitigation Strategy
Owner
Status
Remark
Commercial
Delay in Change Order sign off
Medium
High
HugoMarianne
1
Offer letter to new hire can only send with Change Order signed
Recruitment
Long hiring time for native agent
High
High
Proposed to hire local agent
Rey
1
Hire 90 local Malaysian
Unable to hire local agent in time
Low
High
- English agent to be deployed to support temporarily- Searching available internal candidate
Rey
1
Additional scope of ASEAN agents might take longer time
Infrastructure amp Facility
Late equipment delivery
Medium
Medium
Backup telephony system - Cisco to be setup
Khor
1
Cisco is SBT existing infrastructure with minimum setup effort needed
Delay in Avaya amp Oceana setup
Low
Medium
Backup telephony system - Cisco to be setup
Khor
-
VPN connection instable
Medium
Medium
VPN connectivity will be tested during implementation stage Foresee the connection should be stable most of the time In case of Oceana discruption Voice support should still be available
WH SBT IT
1
Lost of data due to disruption in Oceana
Low
Medium
Manual report during discruption
Ops
-
Oversea call forwarding legal constraint in China
Medium
High
Webhelp team to clarify and with our provider
WH SBT IT
1
- Potential legal constraint to perform oversea call forwarding from China to Malaysia DID- Call forwarding is allowed as confirmed by provider
Telephony UAT failed
Medium
High
Webhelp team will rectify the issue upon UAT on 221
WH SBT IT
-
UAT begin on 221
Signify VPN for PLM amp SAP
Medium
Medium
Luite
-
Soft Launch and Go-Live Schedule
Puerto Rico Work Schedule (5-Aug to 23-Aug)
8519
8619
8719
8819
8919
81019
81119
81219
81319
81419
81519
81619
81719
81819
81919
82019
82119
82219
82319
Voice Switch Over Schedule
Country
Voice Cut-over date
Support Country Time
MY Time (CET -6)
CET time (GMT +1)
Phone
Toll Toll Free Phone
Call Activity
Activity
Country
Voice Cut-Over
US
Outbound Activity - Webform amp Unassociated Tic
Canada
Outbound Activity - Webform amp Unassociated Tic
PROJECT
ABERT
SCOPE (Sales Customer Service Tech Support Helpdesk)
Customer Service
BILLING (Hourly FTE Transactions)
Hourly
Total EMPLOYEES (including Management)
130
Working Days
Monday to Saturday
Shift
9am till 6pm
Office Address
Diagonal 197 13th floor
Current Office Seat capacity
185
Employees distribution (refer to tab)
Employees
Distribution
HOME
20
15
OFFICE
20
15
HYBRID
90
69
TOTAL
130
100
Desk needed in the office
50
Desk needed with workstation (PC+Keyboard+Mouse)
33
Take into consideration people coming in the office with a laptop
2nd screen needed - Yes or No
Yes
If Yes how many are needed
16
Camera needed - Yes or No
yes
If Yes how many are needed
30
Any other requierements
NA
Meeting rooms needed in the office
2
15 PAX
Training rooms needed in the office
1
20 PAX
Customer AM notified (Yes or No)
Yes
Hybrid Model implementation Date
30-Jul
Employees distribution (refer to tab)
PROJECT
SCOPE (Sales Customer Service Tech Support Helpdesk)
BILLING (Hourly FTE Transactions)
Total EMPLOYEES (including Management)
Working Days
Shift
Office Address
Current Office seat capacity
HOME
OFFICE
HYBRID
TOTAL
Desk needed in the office
Desk needed with workstation (PC+Keyboard+Mouse)
2nd screen needed
If Yes how many
Camera needed
If Yes how many
Any other requierements
Meeting rooms needed
Training rooms needed
Customer AM notified
Hybrid Model implementation Date
ABERT
Customer Service
Hourly
130
Monday to Saturday
9am till 6pm
Diagonal 197 13th floor
185
20
15
20
15
90
69
130
50
33
Yes
16
yes
30
NA
2
1
Yes
30-Jul
SCOPE
Define the distribution of Employees based on the 3 working Model - HOME OFFICE HYBRID
HOME
Employees who prefer to work at home due to the following reasons
At risk to catch Covid
Looking after a person at risk
Long commute to work (gt130 hours per day)
Family constraints (Children school run)
Recommendation
We would recommend to have employees come in the office at least 2 days per month (except people at risk)
Capacity
up to 20
OFFICE
Employees who prefer to be at the office as they are unable to work at home due to non suitable working conditions (no space flatshare no internet etc)
Recommendation
We would recommend to have employees come in the office at least 2 days per month (except people at risk)
Capacity
up to 10
HYBRID
Employees who are able to alternate between work in the office and work at home
Recommendation
We would recommend to alternate weeks instead of day
We would recommend to alternate weeks instead of day - Preference 1 week in the office 2 weeks home
Capacity
up to 60
Scenario on 100 people project
HOME
Office
Hybrid A
Hybrid B
Hybrid C
TOTAL
Occupancy
20
30
15
15
15
100
Week 1 office
5
10
20
35
35
Week 2 office
5
10
20
35
35
Week 3 office
5
10
20
35
35
Week 4 office
5
10
20
35
35
Please note that shrinkage is not taken into consideration so attendance can vary between 15 to 25
Vacations will need to be scheduled when employees are working from home
FECHA
DIAGONAL
PAMPLONA
MEDIATIC
AUSIAS MARCH
ROC BORONAT
MAS BLAU
22
VALENCIA
MAacuteLAGA
TOTAL
22
Ausias March
Malaga
Diagonal
Valencia
Mas Blau
Mediatic
Pamplona
Roc Boronat
Santa Luciacutea
Total
72720
132
26
119
29
20
3
57
386
Marzo
544
207
27
1864
169
41
497
253
262
17
3490
8320
131
25
89
26
16
5
50
342
Abril
24
1
3
33
1
1
10
2
4
1
66
81020
134
25
101
29
21
4
46
360
Mayo
80
8
3
103
1
4
96
3
5
245
81720
135
31
95
17
19
6
40
40
152
535
Junio
165
48
77
267
58
8
268
35
49
1
856
82420
139
29
102
25
14
2
34
34
143
522
Julio
195
74
164
432
66
15
281
63
64
2
1218
83120
122
27
90
30
19
3
30
31
195
547
Agosto
142
64
280
391
66
14
202
79
60
1
1188
9720
169
40
100
29
15
3
31
38
210
635
Septiembre
161
80
356
434
77
19
243
96
67
3
1366
91420
168
46
88
37
20
3
37
39
183
621
92120
202
39
121
39
31
5
38
47
243
765
92820
205
43
134
44
24
1
45
48
243
787
10520
184
44
141
40
35
0
77
50
255
826
101220
101920
102620
11220
Pre-Covid
Capacity
185
Covid19
Capacity
97
Redesign
Capacity
138
Location
Site
Floor
SQM
SQM Price
Contract End
Capacity before Covid
Capacity during Covid
Capacity Hybrid
Meeting Room 1
Meeting Room 2
Meeting Room 3
Meeting Room 4
Meeting Room 5
Meeting Room 6
BCN
Diagonal
1
1088
154
BCN
Diagonal
2
1088
179
BCN
Diagonal
3
1088
182
BCN
Diagonal
4
1088
185
97
138
XX
XX
XX
xx
LAB
BCN
Diagonal
5
1088
175
BCN
Diagonal
6
1088
141
BCN
Diagonal
7
1088
180
BCN
Diagonal
8
1088
113
BCN
Diagonal
9
1088
112
BCN
Diagonal
10
663
99
BCN
Diagonal
11
663
99
BCN
Diagonal
12
663
41
BCN
Diagonal
13
663
110
BCN
Diagonal
14
663
110
BCN
RBA
1
336
CANTINA
BCN
RBA
2
752
110
BCN
RBA
4
1513
189
BCN
RBA
11
1513
106
BCN
Pamplona
1
1453
60
BCN
Pamplona
2
391
175
BCN
22
0
1171
9 (TRAINING DEPT)
BCN
22
1
608
136
BCN
22
2
608
123
BCN
22
3
608
115
BCN
Ausias March
1
830
93
BCN
Ausias March
2
830
126
BCN
Mas Blau
1
993
MAD
Madrid
1
MAL
Benalmaacutedena
1
2093
MAL
Benalmaacutedena
2
296
VLC
Valencia
1
1906
210
MLL
Mallorca
1
236
48
BCN
Mediatic
4
1500
218
BCN
Mediatic
5
109
37
BCN
Mediatic
7
1586
226
BCN
Marina
1
73
BCN
Marina
6
73
32441
3998
General Information
Hybrid Situation
INVENTORY
Project Dpt
Owner Manager
POC
Site
Floor
Total Employees
Strong Seasonality gt25
Approved for Hybrid
Hybrid suitable
Customer Agreed
Presented to employees
Provisional Guideline
Rotation Model
Permanent Office Seats
Hybrid Office Seats
People in Office
People home
People in hybrid
Customer Owned Equipment
Current PCs at office
Current laptops at office
Monitors
Current PCs at home
Current laptops at home
Monitors
Comment
IT
Pablo
Diagonal
8
42
last July week
17
IT
Pablo
Pamplona
1
last July week
1
IT
Pablo
Valencia
1
last July week
1
HR - Training Adrian Arias Adrian AriasCC TRAI
Elin Lind
22 Adrian Arias Adrian AriasElin shares office with J Cardot D8
10
Yes
72920
No best practises from WISE
2
8
HR - Recruitment
JC
Diagonal
8
37
Yes
81720
0
0
10
8
2
42
5
33
20
Info inserted on the Thursday 23rd in the evening
HR - Admin
Ingrid
Diagonal
8
20
No
Yes
Jul-20
Principalmente 3 en casa + 2 oficina algunas semanas 3 oficina + 2 casa
4
4
5
1
18
4
1
3
16
Quality Adrian Arias Adrian AriasCC QUAL
Irma Carrasco
Diagonal
8
4
Yes
Agreed with JD
72920
No but used from WISE Adrian Arias Adrian Ariasones shared by Elin from Luke and some best practices from other regions available in the WFH in WISE
Adrian Arias Adrian AriasCC TRAI
Adrian Arias Adrian AriasElin shares office with J Cardot D8
Adrian Arias Adrian AriasCC QUAL
Day
1
5
4
Finance
Violeta
Diagonal
12
10
4
4
6
Sales
Marta
Diagonal
12
7
1
0
0
9
Reception
Vanessa
DiagonalMediaticAM PAMPLONA
Various
6
No
Only 1 person
3 DAYS OFFICE 2 DAYS AT HOEM
6
0
5
0
1
5
1
0
0
Logistic
Jordi
0
4
4
1
4
Communication
Carla
Diagonal
12
3
1
1
3 iMacs
Facilities
Marga
12
AMER
Christian Wandt
22
73
82420
18
0
41
11
BBVA
Silvia Goacutemez
Ausias March
32
32
2
BOSE
Stephen Strydom
22
129
Yes
Yes 33 increase in Staffing December versus August
210820 up to 76 and rest done in september
3 groups one week in the office two weeks at home
20
40
20
26
80
42
2
105
17
CAMBIUM
Alberto Laporta
Pamplona
6
0
0
0
6
COSTA CRUCEROS
Denisz Tulajdon
Ausias March
11
No
No
NO
11
0
11
0
0
4
1
10
1
DELIVEROO
Louise Van Wyk
na
0
0
0
0
0
DKV
Denisz Tulajdon
Ausias March
18
Yes
Yes
one week in two weeks at home
4
5
4
0
15
5
1
17
0
DRAumlGER
Alexandre Morey
Diagonal
19
19
0
0
0
0
No PCacutes are proprety of Webhelp for the Draumlger project
EDEN
Denisz Tulajdon
0
EPSON EPS
Alberto Laporta
Marc Torrell
Pamplona
60
20
13
11
6
36
7
EPSON EPS
Alberto Laporta
Marc Torrell
Valencia
36
11
7
4
4
27
1
EPSON ICAM
Adrian Arias
Pamplona
12
Yes
73120
5
0
12
10
2
15
3 additional screens at home
EPSON Lead Generation
Adrian Arias
Pamplona
3
Yes
73120
0
0
0
2
1
2
GFK
Marigona Gjochi
Diagonal
12
GOOGLE
Jan-Mirko Kruschet
DiagonalRBA
294
294
27
2
0
3
Google owned devices are used for production Webhelp owned PCs are used just for adminreportingmanagement
GOOGLE CHROMECAST
Nicolas Luque
Diagonal
102
Presented only to management Hold from GAM Adrian Arias Adrian AriasOur goal was to start sharing with agents during the next two weeks but we have been waiting for confirmation from Google if WFH will be allowed once the Covid-19 BCP is officially closed and if they will allow a hybrid model (that implies double equipment assignment to employees) This decision comes from the xWS Global Team At the moment there is no final confirmation and we do not know when we will receive the confirmation We have been advised to GAM to hold on for the moment as any changes on the WFH set up needs to be communicated and approved by Google before We have a meeting planned for next Tuesday (1808) to discuss the communication plan and Google confirmationapproval It could not be done before due to August holidays Our main worry is that we share this with all our employees and then Google requests us to go back to the office and we cannot go through with the plan which will create discomfort with our agents
102
1
0
2
0
Google owned devices are used for production Webhelp owned PCs are used just for adminreportingmanagement
GOOGLE CLOUD
Gabriel Manzanera
RBA
0
GOOGLE OPERATING SYSTEMS
Nicolas Luque
Diagonal
283
Presented only to management Hold from GAM
283
10
0
2
1
Google owned devices are used for production Webhelp owned PCs are used just for adminreportingmanagement
GOOGLE PPS
Gabriel Manzanera
Diagonal
2
0
GORE
Alberto Laporta
Giorgia Salvini
Pamplona
1
12
No
Yes
1 Week office 1 week home
2
12
2
0
9
1
GUESS
Ines Owczarek
Hugo Sore
Ausias March
72
Yes
Suitable
Communicated to PM
We have 3 groups and we then do 1 week in 2 weeks home for each of the groups In Guess we have 45 FTEs and in the office we can have up to 15 Advisors at the same time which suits the rotation perfectly
4
11
4
6
35
16
7
65
1
HP Transactional
Column Fleming
Diagonal
4
71
71
0
1
0
7
HP Transactional
Column Fleming
Valencia
7
7
0
0
0
0
HP3D_Printing
Christina Muriel
NA
no equipment
HPE INSIDE SALES
Louise Van Wyk
Barcelona
71
Located in client office
0
0
0
4
HPI 3WW
Federico Muntildeoz
22
57
2
1
2
2
HPI End User Space Global
Andrea Pane
Diagonal
1
66
66
0
1
10
11
HPI End User Space PC
Jesus Gonzalez
Diagonal
4
127
127
0
3
8
9
HPI End User Space PC
Jesus Gonzalez
Valencia
9
9
0
1
0
0
HPI End User Space Print
Ross Ellis
Diagonal
54
54
0
0
5
4
HPI GSB DESIGNJET
Louise Van Wyk
RBA
2
19
3 groups of people one week on one week off
4
5
4
0
15
2
2
9
10
HPI GSB DESIGNJET
Louise Van Wyk
Valencia
1
0
0
1
0
HPI GSB INDIGO
Christina Muriel
HPI MIDMARKET AND CEP
Nasima Salimova
NA
4
NA
NA
NA
NA
NA
They are now
HPI STORE + HPI STORE PS
Shahed Saffari
Not Suitable - PCI
No
49
7
55
4
HPI SUPPLIES
Luisa Oralia Hernaacutendez
RBA
2
28
Yes
Yes
2 days in the office + 3 at home 2 rotation groups project manager in the office 4 days a week
Preferably 28 - Depending if we will be reallocated to another building
16 if all permanent seats are not possible - all agents have laptops so we will just need screens
0
Depending on regulations + I have 3 people on risk groups
26
0
0
0
28
HPI Telemarketing
Maria Martinez
Diagonal
9
0
0
0
3
resto del equipo estaacute con laptops del cliente pero con accesorios WH
HPI Telemarketing Madrid
Maria Martinez
Madrid
8
3
0
5
1
INBOUND PROJECTS
Monica Lopez
Diagonal
13
52
4
46
2
INDITEX
Natalia Loacutepez
Mediatic
305
123
9
197
10
Seasonality agents x - to confirm with Saulo
ISDIN
Monica Lopez
Diagonal
13
14
3
0
7
14
2
29
ISDIN
Monica Lopez
Diagonal
13
14
3
0
12
2
JDE
Christopher Harrison
Marina
55
No
Yes
CW 34
We will start with 1 week on 2 off and then look to move to 1 on 1 off 3 groups then 2
9
24
3
3
48
1
51
3
LA CAIXA
Monica Lopez
Diagonal
13
11
8
3
LASTMINUTE
Fernando Peacuterez
0
0
0
3
0
in process to send it back to office since project is suspended due to pandemic The rest of pcs have been sent back
LEIA
Anastasia Kozlova
Diagonal
339
2182020 to staffwaiting for approbal from Global to communicate to agents
144 iMacs
6
271
6
LEVIS
Gloria Garcia
mediatic
42
28
4
27
5
LG
Fernando Peacuterez
62
most part of LGs project is handled with LGs computers
LUKE
Duane Kennelly
Diagonal
709
2182020 to staffwaiting for approbal from Global to communicate to agents
5 PCs - 9 iMacs
5
2 PCs - 693 iMacs
2
MAMMUT
Alberto Laporta
Giorgia Salvini
Pamplona
1
5
No
Yes
1 Week office 1 week home
0
3
7
1
0
3
1
MANGO
Gladys Pages
Mogravenica Logravepez
333
70
187
78
Info given by Manal Ehsan
MARKEM IMAJE
Denisz Tulajdon
Ausias March
8
No
Yes
one week in one week at home
1
1
1
5
2
3
0
5
1
MICHAEL_KORS
Ines Owczarek
Mediatic
14
Not suitable - PCI
No
13
2
1
0
for TL and PM we needed to duplicate as they need to have PCI and non PCI environment
Musement
Ines Owczarek
Ausias March
3
13
Suitable
No
1
0
10
2
PEPE JEANS
Monica Lopez
Diagonal
13
15
0
0
15
0
PUMA
Alberto Laporta
Pamplona
1
52
10
1
38
11
ROCA (se incluye en Inbound Projects)
Monica Lopez
-
-
-
RUCKUS
Shahed Saffari
Ausias March
2
12
Yes
Not comunicated yet
2
2
8
0
SEAT
Claudia Vicente
Mas Blau
1
27
Jul-20
1
2
21
3
SPORTIUM
Ines Owczarek
CU Inhouse
I
36
Not suitable - Inhouse
No
36
-
-
-
-
Client equipment
TOUS
Monica Lopez
Diagonal
13
25
7
1
15
0
TP VISION
Lydia Peitx
Barcelona
1
1
TP VISION
Lydia Peitx
Benalmaacutedena
61
Not suitable
No
0907 move back to office pending on IT Networking team
53
8
UPFIELD
Ines Owczarek
Ausias March
15
2
0
14
1
2 pc are set up already at the office
VAESA
Claudia Vicente
Mas Blau
1
70
Jul-20
4
1
52
13
WALLAPOP
Monica Lopez
Diagonal
13
75
17
43
3
SIGNIFY - Puerto Rico
Christian Kohl
San Juan
Yes
Possible
Probably weekybi-weekly rotation
67
3
30
30
17
43
3
Back Market PR
Christian Kohl
San Juan
8
Yes up to 12
YES
No
0
3
0
12
0
17
43
3
FESTO
Louise Van Wyk
TBD
NEW
As it is a new project we would prefer to start with everyone in the office for the ramp-up phase Once they are ramped up we can move to hybrid model
11
0
11
0
0
17
43
3
HPE Edenred
Louise Van Wyk
Diagonal
No
Yes
As it is a small team rotation dos not make sense as they will be alone in the office Our idea is to have all 4 of them in the office 3 days per week
0
4
0
0
4
17
43
3
REFID
PRE-IMPLEMENTATION
MITIGATIONS WARNINGS REMEDIES
POST-IMPLEMENTATION
Date
RISK - Category
RISK DESCRIPTION
RISK IMPACT
RISK SEVERITY
RISK LIKELIHOOD
RISK LEVEL
MITIGATION
RESPONSIBLE
STAUS
Date
RISK SEVERITY
RISK LIKELIHOOD
RISK LEVEL
ACCEPTABLE TO PROCEED
1
Yes
1 low - 10 high
1 low - 10 high
1 low - 10 high
1 low - 10 high
YES NO
2
No
1
72220
Connectivity
ISP connectivity from employee to Avaya There are ISP they do not give bandwidth or protocoll for VoIPSIP Thus user cannot do phone calls over Avaya Red or similar solution
Voice quality very bad or cannot place or recieve calls
9
3
27
4G Router solves quality issues
IT
Ongoing
3
2
72220
Connectivity
ISP may change their TampC for privatconsumer services
current connection from employee are for consumer and not for commercial used ISP may change their TampC as agent will used it for commercialprofessional purposes
8
5
40
This is not happening at the moment but can at any given time most like when this situation is over
TBD
Open
4
3
8420
People
People visiting countries are confined for x days
We people visiting their home countries and they are locked down for 1-2 weeks before they can go out They are working this lock down in their country and after they spent their x daysweeks of vacation
5
10
50
HR
Open
5
4
6
5
7
6
8
7
9
8
10
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
Action Log
ID
Topic
Discussion Point
Action Point
Entry Date
Owner
Due Date Review Date
Status
Updates
1
Define a guide for Managers to assess feasibility to deploy hybrid model
7-Jul-20
Done
2
Invetory
7-Jul-20
Jerome Adrian Pablo
31-Jul-20
Ongoing
Projects Reported Inventory Big discrepancy between Inventory DB and report Pablo analysing discrepancy29720 250 PC + 100 Laptops to check fix workspaces of Mango and Inditex
Closed
3
Order equipment
1-Aug-20
Pablo
TBD
Not started
Order missing or replace aged equipment
Pending
4
Floor plan Desing
7-Jul-20
Marga
31-Jul-20
Ongoing
Sample of Diagonal 4th floor in this doc
Overdue
5
Security - Virtual desktop
7-Jul-20
Daniel Pablo
TBD
Ongoing
Investigating
6
Work contract
29-Jun-20
Ingrind
TBD
Ongoing
Answers received and compiled by Ingrid
7
Guidlines for review and approval
Google Con Ops send draft for revision and validation
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
73
74
75
76
Project Plan
NO
ID
Task
Responsible
Start
End
Status
22-Jun
29-Jun
6-Jul
13-Jul
20-Jul
27-Jul
3-Aug
10-Aug
17-Aug
24-Aug
31-Aug
7-Sep
14-Sep
21-Sep
28-Sep
5-Oct
12-Oct
19-Oct
26-Oct
2-Nov
9-Nov
16-Nov
23-Nov
30-Nov
7-Dec
14-Dec
21-Dec
28-Dec
4-Jan
11-Jan
18-Jan
25-Jan
1-Feb
8-Feb
15-Feb
22-Feb
1-Mar
8-Mar
15-Mar
22-Mar
29-Mar
5-Apr
12-Apr
19-Apr
26-Apr
3-May
10-May
17-May
24-May
31-May
7-Jun
14-Jun
21-Jun
1)
Contract amp Legal
Contractual amp Legal
11
Between Webhelp and Customer
Overdue
111
Revision of contracts between Webhelp and Customers
Account Manager Program manager
112
Standard addendum
Jordi Tomas Procurement
12
Between Webhelp and Providers
Overdue
121
Internet Service Providers
TBC
122
Shipping courrier services
Jordi Tomas
13
Between Webhelp and Employee
Overdue
131
Renewal or change of contract
25
Ingrid Castillo
28-Jun-20
1-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
132
Working from home outside Spain conditions
10
Ingrid Castillo
28-Jun-20
1-Oct-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
Milestone Contract amp Legal
Overdue
2)
IT Infrastructure
IT Infrastructure
21
Revision connectivity to office
70
29-Jun-20
31-Jul-20
Overdue
-1
-1
-1
-1
-1
211
Data office infrastructure
70
IT
29-Jun-20
31-Jul-20
Overdue
-1
-1
-1
-1
-1
212
Voice office infrastructure
70
IT
29-Jun-20
31-Jul-20
Overdue
-1
-1
-1
-1
-1
213
Office hardware equipment
70
IT
29-Jun-20
31-Jul-20
Overdue
-1
-1
-1
-1
-1
214
Licencenses
70
IT
29-Jun-20
31-Jul-20
Overdue
22
Hardware
5
6-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
221
Home Office Equipment
5
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
2211
PC wifi or Laptop
10
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
2212
Keyboard Mouse
10
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
2213
2nd Screen
10
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
222
Office Equipment
5
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
2221
PC wifi or Laptop
10
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
2222
Keyboard Mouse
10
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
2223
2nd Screen
10
IT
6-Jul-20
17-Jul-20
Overdue
-1
-1
223
Maintenance and support of Home office IT equipment
5
IT
6-Jul-20
2-Oct-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
2231
Sparepart replacement
5
IT
20-Jul-20
2-Oct-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
2232
Connectivity to office
5
IT
20-Jul-20
31-Jul-20
Overdue
-1
-1
2233
Firewall
5
IT
6-Jul-20
31-Jul-20
Overdue
-1
-1
-1
-1
2234
VPN
5
IT
6-Jul-20
31-Jul-20
Overdue
-1
-1
-1
-1
2235
Cloudbased storage solution - OneDrive
5
IT
6-Jul-20
31-Jul-20
Overdue
-1
-1
-1
-1
2236
Indvidual Virtual Desktop Solution for Webhelp Managed Equipment
5
IT
6-Jul-20
31-Jul-20
Overdue
-1
-1
-1
-1
2237
BCP - Plan
5
IT
6-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
2238
Internal User Help Desk
5
IT
6-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
2239
Field Tec Support
5
IT
6-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
Overdue
Overdue
Overdue
Milestone IT Infrastructure
Overdue
3)
IT Security
IT Security
31
Collection of Project Security Requirements
15
IT Security
15-Jul-20
31-Jul-20
Overdue
-1
-1
32
Categorization in security levels
0
IT Security
1-Aug-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
33
Indvidual Virtual Desktop Solution for Webhelp Managed Equipment
15
IT Security
1-Aug-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
34
Approval process for home office solution
0
IT Security
1-Sep-20
30-Sep-20
Overdue
-1
-1
-1
-1
Overdue
Overdue
Milestone IT Security
Overdue
4)
Facilities
Facilities
41
Office
25
Facilities
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
42
Planing for max capacity
25
Facilities
1-Jul-20
15-Jul-20
Overdue
-1
-1
43
New home feeling or trendy office design
0
Facilities
15-Sep-20
30-Sep-20
Overdue
-1
-1
44
Hot desk solution
0
Facilities
1-Aug-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
46
Office Furniture for home office
0
Facilities
1-Jul-20
31-Jul-20
Overdue
-1
-1
-1
-1
461
Chair
50
Facilities
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
462
Table
50
Facilities
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
48
Milestone Facilities
Overdue
5)
People Management
People Management
51
HR
5
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
511
Legal revision on existing work contracts
20
Ingrid
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
512
New contracts
0
Ingrid
1-Sep-20
30-Sep-20
Overdue
-1
-1
-1
-1
513
Briefing of HR
Overdue
514
Work contracts
Overdue
52
Project Management
30
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
521
Framework office guidelines
5
PM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
522
Framework office guidelines
30
PM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
523
Productivity and service fullfillment
30
PM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
524
Feasibility and validation if a project can be hybrid
30
PM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
525
Corrective performance mangement
30
PM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
526
Guidelines working un the office (70 work + 30 Socialtraining)
30
PM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
526
Hybrid present and virtual meeting
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
527
Reenforce team events
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
528
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
53
Workforce Management
10
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
531
Planining between home and office
10
PMWFM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
532
Different shrinkage factors between office and home office
10
PMWFM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
533
Service coverage
10
PMWFM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
534
Realtime management
10
PMWFM
1-Jul-20
30-Sep-20
Overdue
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
-1
54
Training
Overdue
541
Hybrid Training Classroom and Virtualroom
Overdue
542
Selfguided Training
Overdue
543
Webinars
Overdue
55
Communication
Overdue
551
Extra push to Wise
Overdue
552
Focus activities to include people at homeremote
553
TGIF sessions
Overdue
554
Communcation of the new Model to Managers
555
Communcation of the new Model to Customer
Milestone People Management
Overdue
6
IT Security
Communication
61
Communication to Progamm Manager and Owners
100
Jerome Derramond
1-Jul-20
15-Jul-20
Done
1
1
62
Communication to frontline managers and employees
25
IT Security
15-Jul-20
31-Aug-20
Overdue
-1
-1
-1
-1
-1
-1
0
Overdue
Overdue
Overdue
Overdue
Milestone IT Security
Overdue
Topic
Status Comment
Target Date
Engage with IT and understand that solution deployed for Hybrid
Setting up meeting with CTO and IT Service Manager
Ask IT on the HW statyus Hot desk
Floor ready for Hybrid ( IT + Facilities)
In touch with facilities team to get capacity per office
Contract Situation for the new functions
Engaged with HR Head of HR Admin is collecting and cosolidating information
Present to managers
Preparing points and expectations to communicate
Managers to prepare the list of function (Home Hybrid office)
Project Card work in progress
Managers to prepare schedule taking into consideration Hybrid
