Spreadsheet: 58973d1259273121-use-drop-menu-to-control-data-708779-use-drop-menu-to-control-data
Sheet: Operations Manager

 |  |  |  |  |  | Month |  |  | February
 |  |  |  |  |  | Date |  |  | 2009-01-27 00:00:00 |  |  |  |  |  |  |  |  |  |  | January
 |  |  |  |  |  | Initials |  |  | QFZ |  |  |  |  |  |  |  |  |  |  | February
1 | Have the Team Manager and workplace audits been completed in the required timescales? |  |  |  |  |  |  |  | a |  |  |  |  |  |  |  |  |  |  | March
2 | Do any 'No's on from the Team Manager checklist, have identified actions for improvement on the 3Cs? |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  | April
3 | Have the SDM workplace audits been completed in the required timescales? |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  | May
4 | Do all the non compliances from the SDM checklists have identified actions for improvement with owners and target timescales? |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  | June
5 | Have any KPI failures been investigated, addressed and corrective actions implemented? |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  | July
6 | Is there evidence the Team Managers are effectively sharing resources across different aspects of the operation? |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  | August
7 | Are all Comm Cell documents up to date? |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  | September
8 | Have you been part of at least one comms cell briefing? |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  | October
9 | Have you attended at least one problem solving session? |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  | November
10 | Have you reviewed the SIP (Workstreams) with the SDMs and Team Managers and agreed future improvements with expected benefits? |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  | December
11 | Have agreed actions within the Service Improvement Plan been completed in the required timescales including communication of achievements (including Fujitsu benefit and  customer value terms) to SDM and Stream Manager and Lean Programme (where appropriate
12 | Is there evidence of staff contributions to service improvement?
13 | Is there evidence that staff 1-2-1s are taking place on a monthly basis with agents having pdps, objectives and feedback against team and individual targets?
14 | Is there evidence of new processes or amendments being updated on the knowledge database/[NAME]?
15 | Is there evidence of standards being reviewed for accuracy and use?
16 | Have all proposed changes followed Best Practice for intro into Live Service?
17 | Have Service Desk achievements have been communicated to the customer and account team and included in the monthly service report?
18 | Have you recognised and rewarded team / individual(s) for outstanding performance?
19 | Have 'soundbites' and case studies been produced for all major achievements?
 | QUARTERLY CHECKS
20 | Have the current KPIs across the service been reviewed in line with the custome requirements?
 |  |  |  | To Inset a a into the cell press the A button. To insert a r into the cell press the R key. If you enter an rplease move this to 3C Sheet
Date | Raised by |  | Comments