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Definition:
The War Room is the focal point for customer related issues that
are:
1) critical to solve within a specific timeframe
2) represent a key sales or revenue generation opportunity
3) directly impact customer satisfaction
Goals and Objectives:
1) Identify and monitor progress to closure on key:
a) Customer satisfaction issues
b) Internal issues / opportunities
c) Other cross functional issues / opportunities
2) Assign accountability and due dates to:
a) PEP executive for customer items
b) Functional manager for internal items
3) Track, monitor and close issues
4) Report and measure success
5) Assign and track improvement actions
Program Management:
1) Define and prioritize items to be included in the War Room by
function
a) Priority
b) Severity
c) Customer Type
2) Staff with no more that 3 Service Level 1 technical resources
to start
a) Expand on volume growth
b) Include Sales and marketing resources
3) Use same ticket process as utilized in Response Center
4) Report results weekly at Change Management Meeting
5) Post results on Restricted Public Folder
Measures of Success
1) Turn around time of no more than 24 hours for 100% of identified
issues
a) Customer contact and agreed to action plan within 1 hour
b) Cross functional contact and agreed to action plan within 2 hours
c) CS&S contact and agreed to action plan within 3 hours
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