Description
Event Management Overview
WHAT
Implementation of new model and new role of Exception Manager, within Control Tower to drive all non part exceptions
Additional role that provides additional escalation path for the SCs
Enhanced responsibility for Logistics Coordinators to address complex order taking and drive parts exception issues
Clearer definitions and expectations for CE and TM roles
BENEFITS
Allow the SC & CE to focus on the task at hand
Help the SC & CE to remain productive and focus on call management and closure
Provide dedicated resources to focus on exceptions
Logistics Coordinator manages all complex parts issues
WHERE
This model will be deployed globally to areas where Control Tower, Logistics and NCR field is implemented (Columbia, Winnipeg, Euro Central, Kuala Lumpur, CLA and Mumbai)
The scope of the Event Management initiative is a Global initiative and will include the Level B & C country Control Tower Centers. These centers are Columbia, Winnipeg, Euro Central, AP / KL FSC and Mumbai. The initiative will define, quantify and deploy all processes, tools and staffing for the new role of Exception Manager at FSCs worldwide while updating existing roles for SC, LC, CE and TM. We will also develop audit processes and test the results of the deployment within for the first 60 days of each center.
The new Exception Manager role will own and drive conclusion for work order exceptions raised by the FSC Service Coordinator, Logistic Coordinator or Customer Service Field Management. This person will ensure that the current NCR Worldwide Customer Services Business Processes are followed relating to a Service work order incident.
What Kind of Exceptions will EM handle?
Reactive Exceptions
CE resources too low
SC requires assistance w/call management
Disagreement/disconnect between SC & CE
Inaccurate/untimely reporting
Customer initiated escalations
CE whereabouts unknown
CE on site too long
Triple trip
Parts on order but work order not suspended
4 or more parts ordered on same work order
Order received for low/no usage part
Part available for CE pickup but CE refuses
Proactive Exceptions
Critical SLA miss
LOCA limit exceeded
Excessive reassigns on a work order
Call scheduling prioritization
All parts delivered for greater than 24 hours but work order still suspended
Qualifications
HSC
