Operations Standards

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Operations Standards by Mind Map: Operations Standards

1. Operations Management

1.1. Team Targets

1.2. Process Documentation and Implementation

1.3. Change Management Guidelines

1.4. Problem and Escalation Management

1.5. Workforce Management

1.6. Operations Continuity Plan

1.7. Service Level Management

1.7.1. Service Level Understanding

1.7.2. Guidelines in Defining Service Levels

2. Performance Management

2.1. Team Performance

2.1.1. Performance Assessment

2.1.2. Performance Incentive Plan Criteria (TPIPC)

2.2. Individual Performance

2.2.1. Performance Assessment

2.2.2. Performance Management

2.2.3. Performance Incentive Plan (IPIP)

2.2.3.1. Attendance Incentive

2.2.3.2. Performance Incentive

2.2.4. Variable Incentive Plan

2.2.4.1. Performance Rating Scale

3. Client Satisfaction, Dissatisfaction, and NPS

4. Quality Control Process

4.1. Standard Process

4.2. Quality Checking

4.2.1. Quality Checking Checklist

4.2.2. Quality Scores

4.2.2.1. Individual Score

4.2.2.2. Team Score

4.2.3. Methods of Quality Checking

4.2.3.1. Remote Monitoring

4.2.3.2. Side by Side Monitoring

4.2.4. Sampling Guideline

4.3. Handling Disputes

4.4. QC Result Communication and Coaching Session

4.5. QC Calibration

5. Training and Development

5.1. Process/Product Training

5.1.1. Training quality

5.1.2. Training Verification

5.2. MBPS Learning and Development Training Program

5.3. Training Calibration

5.4. Process Knowledge Inventory

5.5. Skills Verification

6. Reporting

6.1. Operations Performance Tracker

6.1.1. ATO 2.0

6.2. Monthly Operations Update Report

7. Compliance

7.1. Compliance Training

7.2. Roles and Responsibilities

7.3. Data Containment

7.4. MBPS Operations Standards Monitoring and Audit

8. Others

8.1. Glossary of Terms

8.2. Memo/Announcements

8.3. Contact Information

9. Templates