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Standard Operating Procedure (SOP) by Patsy Shawn Carter 02/10/2018
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Map Outline Comments
Standard Operating Procedure (SOP) 1. Test
1.1. How do we test? 1.2. Who Tests 1.3. How do we measure
2. FTE's 2.1. Assigned Department 2.2. Handle Time Analysis 2.3. Number of contacts 2.4. Where did we get these numbers?
3. End Result 3.1. Deployment
4. Training 4.1. Kim Hartmann 4.1.1. Huddles 4.1.1.1. Talking Points
4.2. Quality 4.3. OSS
5. Dolphins in the Net 6. Automated Process - Who is affected? 6.1. TSAM 6.2. Power Sellers 6.3. Sellers 6.4. Buyers 6.5. Country 6.6. Newly Registered 6.7. Risk 6.8. CS 6.9. Motors 6.10. BSR
6.11. New node
7. Knowledge Base Update 7.1. Sarah Carlson 7.2. Route to: 7.2.1. Email 7.2.2. Phones 7.2.2.1. Inbound 7.2.2.2. Outbound
7.2.3. Chat
7.3. Steps to Appeal 7.3.1. No Appeal?
8. Help Page Update 9. LVIS Messaging 9.1. Policy Name Change 9.1.1. Toni Schleier
9.2. Consequence Packages
10. Blocks 11. Kana Messaging 11.1. Routing of Kana Message Macro 11.2. Delete Old Kana 11.3. Edit, update outgoing message to member 11.4. Surveys
12. CMM 12.1. Tim Izatt
13. Mac Note 13.1. Format 13.2. Additions 13.3. Removals 13.4. Update Department Macros
13.5. Ease of Use Company Impact Employee Impact Stockholder Impact 14. Holiday Weekend? Global Impact Have we seen this before?
Automated Process - Who is affected? 15. Where did we get these numbers? TSAM
Power Sellers
16. Global Impact Sellers
Buyers Country 16.1. Who are the Global Partners? Newly Registered Risk
16.2. Who is affected CS
17. Policy 18. Legal
Motors BSR New node
What are we solving for? Where did we get these numbers? Dolphins in the Net
18.1. Joe Fleming Policy FTE's
Legal 19. Agent Desktop
LVIS Messaging
19.1. UpgradesPolicy Name Change Toni Schleier Consequence Packages
19.2. WorkflowBlocks Unify
19.3. TrackingAgent Desktop Upgrades
20. Unify 21. Quality
Workflow Tracking
Quality Media Relations Loop Holes Engagement Committee
22. Employee Impact Standard Operating Procedure (SOP)
Member experience 23. Company Impact Workflow CMM
Knowledge Base Update 24. Stockholder Impact Help Page Update
25. What are we solving for? Past Policies that mirror in Kana Messaging
verbiage, action, intent?
26. Workflow Policy
i.e. UPI policy Joe Hilton
26.1. What is the process for the agents Training Company Verbaige consistent/meaning/shared 26.1.1. Screen shot of messaging being sent to the member. Mac Note
27. Tuesday, Wednesday, Thursday Deployment Format
Additions
Removals
28. Past Policies that mirror in verbiage, action, intent? Update Department Macros Ease of Use
Holiday Weekend?
28.1. i.e. UPI policy Tuesday, Wednesday, Thursday Deployment
End Result 29. Member experience
Deployment
29.1. Number of Contacts vs. Member Experience Hot Issue i.e. 911, Columbia,
30. Policy
Heath Leager, Michael Jackson, Virginia Tech, Norway Attack Social Media
Email to member 30.1. Joe Hilton Teammate Input
31. Company Verbaige - consistent/meaning/shared 32. Have we seen this before? Test 07/9/2011
32.1. What did we learn? Patsy Shawn Carter 32.2. Can we prepare?
33. Media Relations 34. Hot Issue i.e. 911, Columbia, Heath Leager, Michael Jackson, Virginia Tech, Norway Attack 34.1. Columbia - while still in the air, tumbling from orbit, items were being listed. We need to take faster action in heading these things off. 34.2. Virginia Tech within 1.5 days we took all guns of the site.
35. Loop Holes
36. Social Media 37. Email to member 38. Teammate Input 39. Engagement Committee Recommended Maps COM 105 by Paul Greenberg 0 2490 Business letters by Orlando J Rascon 0 105 Course Outline - AP U.S. Government and Politics by Jason Apgar 2 880 Software process by nhat Nguyen 1 376
ANR: Revised Site Architecture v3 (shared) by Max Rabbit 0 80
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