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ITIL :: View topic - Inputs on designing a new Process Quality Audit form
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Inputs on designing a new Process Quality Audit form

 
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5Maddy5
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Joined: Jun 25, 2013
Posts: 2

PostPosted: Tue Jun 25, 2013 6:42 pm    Post subject: Inputs on designing a new Process Quality Audit form Reply with quote

Hello Laughing I am the Newest Kid on the Block,
I am in the process of designing an audit form for the Process Quality Audits wherein individual tkts (whether they are Change/Incident/SR/Problem) would be reviewed. I have computed a questionnaire for Change Mgmt tickets but struggling with the incidents, SRs & problems(don't have enough queries). I am mainly concentrating on the P3/P4 defaulters. Idea is to capture the mismanaged tickets which become hot potatoes later Rolling Eyes

Any ideas would be welcome! Idea
p.s: Multiple techs might work on a single ticket. Which is better- DPMO based form or a weightage (out of 100/200) based questionnaire?

Thanks in advance! Smile[/img]
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3292
Location: London, UK

PostPosted: Tue Jun 25, 2013 8:47 pm    Post subject: Reply with quote

Why are you struggling with Incidents

What exactly are you looking for in regards to the tickets

This should help for all questionaires
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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5Maddy5
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Joined: Jun 25, 2013
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PostPosted: Tue Jun 25, 2013 11:50 pm    Post subject: Reply with quote

Hello John,

Thanks for the response. The basic idea is to create a checklist & ensure that the engineers follow the proper procedure & add relevant notes. I have 35 queries for Change but only 8 for SR/Incidents/problem. Hence i am looking for pointers.
Also, since the client has not specified much w.r.t quality, except that they would need monthly/weekly evaluation; what do you you think would be more suitable - DPMO based form or a weightage (out of 100/200) based questionnaire?
Thanks! Laughing
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rm2slam
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Joined: Aug 26, 2013
Posts: 2

PostPosted: Tue Aug 27, 2013 1:57 am    Post subject: Reply with quote

My first question is do you have the process mapped so that the responders will know how it is supposed to work? A good bpmn process flow distributed is the best way we have found in our financial institution IT dpt to ensure processes are understood and performing as expected.
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