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Standard Operating Procedure (SOP) by Mind Map: Standard Operating Procedure
(SOP)
5.0 stars - 1 reviews range from 0 to 5

Standard Operating Procedure (SOP)

Test

How do we test?

Who Tests

How do we measure

FTE's

Assigned Department

Handle Time Analysis

Number of contacts

Where did we get these numbers?

End Result

Deployment

Training

Kim Hartmann

Huddles, Talking Points

Quality

OSS

Dolphins in the Net

Automated Process - Who is affected?

TSAM

Power Sellers

Sellers

Buyers

Country

Newly Registered

Risk

CS

Motors

BSR

New node

Knowledge Base Update

Sarah Carlson

Route to:

Email

Phones, Inbound, Outbound

Chat

Steps to Appeal

No Appeal?

Help Page Update

LVIS Messaging

Policy Name Change

Toni Schleier

Consequence Packages

Blocks

Kana Messaging

Routing of Kana Message Macro

Delete Old Kana

Edit, update outgoing message to member

Surveys

CMM

Tim Izatt

Mac Note

Format

Additions

Removals

Update Department Macros

Ease of Use

Holiday Weekend?

Where did we get these numbers?

Global Impact

Who are the Global Partners?

Who is affected

Policy

Legal

Joe Fleming

Agent Desktop

Upgrades

Workflow

Tracking

Unify

Quality

Employee Impact

Company Impact

Stockholder Impact

What are we solving for?

Workflow

What is the process for the agents

Screen shot of messaging being sent to the member.

Tuesday, Wednesday, Thursday Deployment

Past Policies that mirror in verbiage, action, intent?

i.e. UPI policy

Member experience

Number of Contacts vs. Member Experience

Policy

Joe Hilton

Company Verbaige - consistent/meaning/shared

Have we seen this before?

What did we learn?

Can we prepare?

iPop

Media Relations

Hot Issue i.e. 911, Columbia, Heath Leager, Michael Jackson, Virginia Tech, Norway Attack

Columbia - while still in the air, tumbling from orbit, items were being listed. We need to take faster action in heading these things off.

Virginia Tech within 1.5 days we took all guns of the site.

Loop Holes