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Pre and Post Implementation PMMS Audit Assessment For VIP Support - Ver1.2
Pre and Post Implementation PMMS Audit Assessment For VIP Support - Ver1.2
Objective: To measure the maturity level of the VIP user support process availability
and adherence in line with ISO 20000 with systematic, uniform and scalable
measurement system.
Periodicity: Post implementation quaterly review
Responsibility: Program manager to carry out self assessment and
regional SPOC to carry out audits minimum bi-annually
Exclusions: In case
any particular services are not part of the SLA it can be treated as NA (Not applicable)
and update in remarks columns. In these specific cases with approval from regional
PMO spoc and PMO HO it can be treated as Yes.
Q:CSAT is measured on over all services. Does this means all services are met?
A: No unless we share services wise performance and measure satisfaction specifically
for each services one cannot rate on over all basis.
C 6. Does all the engineers use the 15 Minutes Wrap up methodology in resolving calls if applicable ? YES 2
7. Does the communication Mailers reach the Power users on defined time frame? YES 1
8. Do the PM share the Executive Summary with the customer on defined time frame. YES 1
Level 2 - Score PASS 6
Level 3 - Quality Control
C 9. Are all the engineers effectively using the solutions that are uploaded in the K-Base YES 2
C 10. Are the engineers selected on the pre-requisites of the VIP user Support? YES 2
11. Does the deliverables, SLA and reports are set and reviewed either targets or objectives for VIP
YES 1
Support?
12. Does the organization use any tools to the Call Management? YES 1
Level 3 - Score PASS 6
Level 4 - Management Information
13. Do you provide management with information on all service deliverables and any changes in the
C YES 2
team?
C 14. Do you provide management with information concerning to replacement of resources? YES 2
15. Do you provide management with information concerning customer satisfaction with VIP Support
YES 1
services?
16. Is performance of the team reviewed with management regularly? NO 0
Level 4 - Score PASS 5
Level 5 - Customer Interface
17. Do you check with the customer that the activities performed by VIP Support team adequately
C YES 2
support their business needs?
C 18. Do you check with the customer that they are happy with the services provided? YES 2
C 19. Are you monitoring the customers value perception of the services provided to them? YES 2
Level 5 - Score PASS 6
Performance
Quantitative Measurement -- On a quarterly basis
Score
C 1. Avg. CSAT score on VIP user support
C 2. Avg. Response Time
C 3. Avg. Resolution Time
C 4. Number of repeat/reopened calls
C 5. Number of escalation Received by PM and above wrt to vip user management
C 6. Number of appreciation Received on the VIP user support
Total Score
Sign-off from the delivery - On the above audit / Health of the domain performance Account YES Bank
Summary
10
8
6
4
2
Your Sc ore
Remarks
YES Bank
Vaibhav Sawant
Signature