Standard Operating Procedure (SOP)

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Standard Operating Procedure (SOP) by Mind Map: 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

14. Holiday Weekend?

15. Where did we get these numbers?

16. Global Impact

16.1. Who are the Global Partners?

16.2. Who is affected

17. Policy

18. Legal

18.1. Joe Fleming

19. Agent Desktop

19.1. Upgrades

19.2. Workflow

19.3. Tracking

20. Unify

21. Quality

22. Employee Impact

23. Company Impact

24. Stockholder Impact

25. What are we solving for?

26. Workflow

26.1. What is the process for the agents

26.1.1. Screen shot of messaging being sent to the member.

27. Tuesday, Wednesday, Thursday Deployment

28. Past Policies that mirror in verbiage, action, intent?

28.1. i.e. UPI policy

29. Member experience

29.1. Number of Contacts vs. Member Experience

30. Policy

30.1. Joe Hilton

31. Company Verbaige - consistent/meaning/shared

32. Have we seen this before?

32.1. What did we learn?

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