Enforce the Quality Bar Example 3
1. I did 139 quality enforcements (1) and it took me a total of 9 hours. Currently no InternalQB is being enforced. With my proposed new InternalQB (3) the internal FTAR will drop to 0%.
2. The team’s current InternalQB consists of 0 items and it is not good enough.
3. I recommend making these changes to the quality bar:
I will define a new InternalQB based on these checklist items (all items are new)
Documentation - Ticket is linked to knowledge base article that provides 100% of the required solution
SLA was met (see improved SLA here)
All information and approvals were provided in advance based on valid list of values
Number of messages in the ticket < 3
No manual Reminders sent \ Use only automated reminders
Knowledge Base article was updated if need to
Communication is done through system screens only (no Skype, Private emails, etc.)
Language should be clear and polite
Enforcement plan will be based on Automation, manager and peer review (see here for details) this should not have any effect on the throughput. InternalFTAR will reach 95% in 4 weeks (see here).
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