1. What are the success factors/wanted behaviors for the change?
1.1. Co-operation
1.1.1. Teams with similar competence (product / solution) shall to the largest possible extent work from the same backlog / queue
1.1.1.1. How to measure?
1.1.1.1.1. Operational Performance (LTP,TAT) + Survey
1.1.2. Backlogs shall only be split for management reason, e.g. make sure that size is not too big to loose visibility
1.1.3. Backlog management is a shared responsibility between all relevant LOMs
1.1.4. Remove silo and barriers
1.2. Prioritization
1.2.1. Agreed prioritization principles or WoW
1.3. Smart assignment
1.3.1. visibility of resource availaility
1.4. Flow 2 Engineers take lead and accountability of the CSR E2E
1.5. Early warning indicators available
1.5.1. Weekly tracking to baseline
1.5.2. soon overdue CSR list
1.5.3. High Hour CSR list
1.5.4. Long Duration CSR list
1.6. Communication / Change Management of the program
1.7. Resource usage flexibility allowed by MA /PDU
1.7.1. No. of unique Global IL in Flow 2
2. How can we promote the success factors/wanted behaviors
2.1. Gamification
2.1.1. How
2.1.1.1. Define soft and hard criteria for scoring
2.1.1.2. Small recognition to create fun
2.2. Communication
2.3. Manager's understanding
3. Hour per CSR, moved to supporting data only
4. what are the changes?
4.1. centralized pool of global engineers
4.1.1. no dedication to MA
4.1.2. Ex-T1C and GE merges
4.2. Operational management under global
4.2.1. new organizational structure with GSDM, PAM, TCM
4.3. Flow 2 and, 3
4.3.1. Flow Gate Queue for centralized CSR assignment to global teams
4.4. Co-operation WoW
5. What are the expected impacts to performance by these changes, and why
5.1. Improve or stablise TAT, LTP
5.1.1. Why
5.1.1.1. Central pool of global engineers will give the best flexibility for using the available resource and competence
5.1.1.2. Competence lift due to Jointed Competence development between Ex-T1C and GE engineers
5.1.1.3. Co-operation ways of working can best utilize competence to resolve complex/network CSRs with diverse knowledge requirement
5.2. maintain ERT
5.2.1. Why
5.2.1.1. Optimized emergency rosters give better flexibility on critical competence and resource usage
6. Baseline Creation
6.1. Measurement
6.1.1. TAT
6.1.2. LTP
6.1.3. ERT
6.2. Frequency
6.2.1. Weekly
6.3. Methodology to be decided ?
6.3.1. Trend comparison
6.3.1.1. Data after first of August
6.3.2. Level comparison
6.4. CSR Identification for each flow in existing WoW
6.4.1. Flow 1
6.4.1.1. No Time Reporting by Global
6.4.2. Flow 2
6.4.2.1. CSR with Time reporting by Global Ex-T1C Name list?
6.4.2.2. Time Reporting by MA with less than or equal to 2 Hours + IL from Global
6.4.3. Flow 3
6.4.3.1. CSR with Time reporting by Global without Ex-T1C Name list ?
6.4.3.2. Time Reporting by MA with more than 2 hours and with Global time reporting
6.4.3.2.1. AP Miklos: to check if any significant difference on baseline if using MA hours other than 2-hours
6.5. Global only View
6.5.1. TAT only
6.5.1.1. AP: Miklos Need to check possibility to extract time on Global only