FY15Q2 FY15Q3 FY15Q4 FY16Q1 FY16Q2 FY16Q3 FY16Q4
KPI-PERSONNEL
SKILLASSESSMENT-PERSONNEL
IMPROVINGQUEUEMGMT–SVC.DESK
IMPROVINGQUEUEMGMT–DESKTOPSUPPORT
CLIENTSATISFACTION
SURVEY
SERVICELEVELMGMT.
TICKETPROCESSING
Support Services ✓ LEGENDFirmTimeframe
OngoingTimeframe Milestone Completed
MilestoneDelayedMilestone
TentativeTimeframe
DefineTrainingCurriculumforSupportStaff
Grading–SkillsAssessment
LaunchFinalizedNewHireCurriculum AchieveaConsistentAbandonment
Rateof<3%
DecreaseAbandonmentRateto<10%
DecreaseAbandonmentRateto<5%
CustomizeGradingTemplateforSD+DS
PhoneSystemRecordingUpgradeActivated
PilotTrialofScoreCardwithTicketReview
PilotTrialofScoreCardwithPhoneReview
InitiateGradingSystem
ResearchGamificationOptions StartGamification
ResearchGradingScoreCard
DefineGradingTemplate
P1-P2CleanupofQueue
P3-P4CleanupofQueue CleanupCompleted Create“FollowUp”Process CSI
P1-P2SLAResolution/BreachReports
P3-P4SLAResolution/BreachReports
CleanupCompleted NetworkTraining
CSI
P1-P4SLAResolution/BreachReports P1-P4Cleanup
ofQueue
Review
RedefineSLAforBreak/Fix+Connects
CSI–ReviewAllSurveystoDate
VerifyNewSurveywithPilotGroup
Diagnose
EnhanceSurvey LaunchSurvey
ImplementNewSurvey
TicketProcessingReview SolidifySLAsBuildMetricstoMonitorSLAs ReviseSLAs
Plan–Identify+DefineServices
ReviseQueueMgmt.Process
HireTeamLeads
IncidentMonitoring/CompleteEscalation
Define1st+2ndLevelSupport
FinalizeTrainingPlan/Launch
IncidentMgmt.Reporting
CSI
Real-timeUpdatesforTickets–ToolsProvided
EscalationPath
FY15Q2 FY15Q3 FY15Q4 FY16Q1 FY16Q2 FY16Q3 FY16Q4
PROFESSIONALDEVELOPMENT
NEWSUPPORTSERVICESLOCATIONS
PHONEMENUSYSTEM
KNOWLEDGEBASE
ONLINECHAT
SYSTEMSTATUS-
SOCIALMEDIA
ReviewOnboardingCurriculumwithInternalTraining
FinalizeTrainingPlan
NetworkTraining/DataCtrAwareness
HDICertificationsforNewTechs
ReviewDatabaseforInfoon
LaunchSite–TrackClasses,
Review+EarnCreditsforTraining
OnboardingCurriculumStarted
DefineTrainingforTemps
Material+TrainingforSDRequireme
nts
BuildArea/HireStaff LaunchNewSMARTDesk
SMARTDeskPlanningfor575Location
ReviewHoldTime+CallBackFeatures
UpgradeCallRecording
ActivateHoldTimeFeature
ReviewWarmTransfer+Skillset
LaunchPhoneMenuSystem
ReviewServiceNowPhone
Review+TestCallbackFeature
ImproveSkillset
ACDMenuCustomizedto
Display
ActivateCallbackFeature
ReviewReports+Customize
ActivateServiceNowPhone
EstablishObjectivesforWorkflows
DefineHigh-LevelProcess
ResearchIntegratingonPublicFacingIntranet
DesignMainPage+CriteriaforContent
DefineRACImodelforApprovalProcess
PilotGroupofLevelII+III
LaunchProcess+AddtoKB CSI
DraftReviewonIntegrationwithServiceNow
LaunchPilotwithinITS
HireorhaveLevelIISupportChat
LaunchforWBG+InfoEd
DistinguishDifferenceinAbandonmentRate
LaunchService
ReviewReq.toimplementviaBaumgartApplication
DesignStrategy–IntegrationwithIntranet Implementation Monitor+Improve
Review
AnalysisofTwitter
PolicyDraftingonRACIModel
