Duty Managers to VDM

Training Material Training to all Duty Current Cals will Analysis of Approval process for
Creation and Managers monitor and performance and permanent role
revision. document risks and risks to understand transfer.
concerns to collect results and decide
List of authorized
Compliance all important the best option for
actions to perform in
confirmation. information for the team.
the system
decision making
Users to CRM process.

Results and Risks

Pre-work Training Shadowing Review for go-no go
Analysis

Sept 7th Week
We have created training material and consolidated
common scenarios for the training support.
Evaluated risks with DM management and agreed on
proceeding
Have reviewed risks and collected feedback from other
groups and supportability
Sept 14th and 21st Week Sept 28th Week
All moves should be shadow during the first
week to make sure they are performing the Analyze and review collected risks and
task correctly, this task will be perform by concerns to review with SHA Leads, agree
current CALs-TA in how to proceed and present to LT for final
During the second week, Cals should be able GO if applicable.
to provide immediate assistant to DMs when
they need to clarify “how to” and get approvals
based on the process.
Duty Managers to VDM

POD TAs to take
over the CAL role
completely for 2
weeks
DMs to begin CALs to train DMs Cals will monitor and Approval process for
working with the document risks and transition or
team on the regional concerns. Analysis shadowing
chat and shadow the of DMs performance extension
VDM interaction for 2 weeks and
support their ramp
up.

TA as CAL DMS Shadowing Training Shadowing and QA Review for go-no go

Oct 19th until Oct 30th Nov 2nd until Nov 13th Nov 16 th Week
TAs will perform the CAL role to support the entire CAL/TAs to review and modify the existent material if Analyze and review
premier team during two weeks in order to built up their needed and approve in order to train and help DMs on collected risks and
expertise and learn the most common scenarios in their the ramp up process. QA control sheet needs to be concerns to decide if
business to be prepare to support the DMs training and filled and results evaluated. the DMS are ready
transition. DMs will start shadowing the process (chat
comms) to familiarize with it.
DMs to VDM training
Old Version New Version
Introduction: Introduction:
What is?, What it does?, Need behind, and when it is What is?, What it does and when it is triggered?
triggered. Installation:
Installation How to install the BOT
How to install the BOT. Demo will be applied and making sure How to interact with tool.
everyone was able to install. Create segments (TZ mismatch)
How to interact with tool. Assign cases
Create segments (TZ mismatch) CRMGlobal page.
Assign cases Views and Dashboards.
Create alerts for each engineer and how to check them. How to credit cases and change capacity. Steps to follow.
CRMGlobal page. Case details review (for not assigned cases)
What we can find there. Cancel/Extend segments.
Look for Resources Review cases not getting assigned by VDM
Views and Dashboards. Errors on CRMGlobal
How to credit cases and change capacity. Steps to follow. Best Practices and common scenarios.
Case details review.
Engineer profiles view.
Cancel/Extend segments.
Review cases not getting assigned by VDM
Errors on CRMGlobal
SAP
 Risks

• There is not a way to limit the access for the users in CRM

• Training should be clear and specific and process clarification to DMs and DM Managers should be
in place in regards compliance of the process or immediate access removal.

• Clear list of tasks of what is allow to do and what will required approval process or escalation to TAs.

Benefits
• Transactional CAL work will go to a transactional resource.

• TA’s will be able to go back to their technical and support tasks having only minimum interaction for
escalation process

• Open communication channel with DMs to improve interaction and reduce risks.