| Cancel |
| CSI Tracker Entry |
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| Opportunity Improvement (OPI)
ID: |
APPT-D4NMQ2 |
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Jan 31, 2015 |
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Anonymous, |
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Draft |
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Reduce problem record open time |
| Priority: |
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1. Process Activity for Improvement
(What is the vision ?
What activities
do
we
want
to
improve, why?)
Describe the process/area that you want to
improve. Is it aligned with the organizational
strategy, goals & objectives?What is its
business value proposition?
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Problem Management process improvement to reduce the amount of time it takes to open a new problem record. |
2.
(Where
are
we
now?)
Describe the current state.Has an initial
assessment been performed? Has a process
maturity assement been conducted? If so, please
provide details of this baseline so that success
of the improvement effort can be measured.
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It seems there is no consistency and improving the response time would greatly enhance morale and directly impact service quality across the board. |
2a. Measurement Factors:(What are the current Key Performance Indicators
(KPIs) if any?)
List
the
key
performance
indicators.
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No KPI exists today. |
2b.
Current Metrics:(What are the current metrics?)
Describe the current metrics if available.
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It's not being tracked, although a spot check was performed on several recent problem records, and it showed a wide variation based on day, time, the particular Problem Manager working the queue, etc. |
3. Future State & Benefits: (Where
do
we
want
to
be?)
Describe the benefits for future state. What
targets have been identified for the improvement
initiative. Targets should be set based on
business requirements.
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(How do we get there?)
Describe the steps that will be undertaken for
improvement to achieve the future state. Is
funding available or being requested.
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We will need to do the following:
1.
2.
3.
etc. |
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Thank you for the opportunity to use this opportunity tracker tool. So far, it seems like a straightforward, simple, interface. I'm curious if the tool integrates well with HP Service Manager and PPM? |
| Attach Supporting Document(s): |
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| Target Implementation Date: |
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