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Subject: Triage Process for Customer defects
Date: Tue, 29 Apr 2008 10:25:01 -0700
Message-ID: <BB375AF679D4A34E9CA8DFA650E2B04E09B2B0AF@onstor-exch02.onstor.net>
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Thread-Topic: Triage Process for Customer defects
Thread-Index: AciqHfQsHby5+0VDTZygublIaT5qlQAAAAQA
From: "Vikas Saini" <vikas.saini@onstor.com>
To: "Paul Hammer" <paul.hammer@onstor.com>,
	"Jobi Ariyamannil" <jobi.ariyamannil@onstor.com>,
	"Tim Gardner" <tim.gardner@onstor.com>,
	"Raj Kumar" <raj.kumar@onstor.com>,
	"Sandrine Boulanger" <sandrine.boulanger@onstor.com>,
	"Jonathan Goldick" <jonathan.goldick@onstor.com>,
	"Rich LaReau" <rich.lareau@onstor.com>,
	"Caeli Collins" <caeli.collins@onstor.com>,
	"Vikas Saini" <vikas.saini@onstor.com>,
	"Andy Sharp" <andy.sharp@onstor.com>

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When: Wednesday, April 30, 2008 3:30 PM-4:30 PM (GMT-08:00) Pacific Time =
(US & Canada).
Where: conf-Oahu

*~*~*~*~*~*~*~*~*~*

Hi All,
To improve customer satisfaction, one of things that need to be done is =
to have some process to resolving customer defects in a timely =
fashion... Triage process for customer related defects is inadequate =
right now. A lot of times, there is not enough information other than =
one SGA. So sometimes it gets really difficult for Triage team to figure =
out the real issue. We should be resolving those issues with high =
priority but right now that is not the case..
If everyone is ok, I would like to call a meeting next Wednesday to =
define a process about how to handle customer defects. we can do it just =
after Triage meeting or during that.
Things I am trying to resolve are
1) when customer or support opens a defect, should it directly come to =
Triage or should it go through L3 review.
2) After it gets triaged, how it will be handled. Who and how we will =
make sure that we have enough information to resolve the issue or not.
3) any changes that needs to be done in Clearquest to facilitate the =
process.
Any suggestions to improve this process are most welcome.


Microsoft Outlook Web Access:
http://ONSTOR-EXCH02/Exchange/andy.sharp/Inbox/Triage%20Process%20for%20C=
ustomer%20defects.EML?cmd=3Dopen


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<P><FONT SIZE=3D2 FACE=3D"Arial">When: Wednesday, April 30, 2008 3:30 =
PM-4:30 PM (GMT-08:00) Pacific Time (US &amp; Canada).</FONT>

<BR><FONT SIZE=3D2 FACE=3D"Arial">Where: conf-Oahu</FONT>
</P>

<P><FONT SIZE=3D2 FACE=3D"Arial">*~*~*~*~*~*~*~*~*~*</FONT>
</P>

<P><FONT SIZE=3D2 FACE=3D"Arial">Hi All,</FONT>

<BR><FONT SIZE=3D2 FACE=3D"Arial">To improve customer satisfaction, one =
of things that need to be done is to have some process to resolving =
customer defects in a timely fashion&#8230; Triage process for customer =
related defects is inadequate right now. A lot of times, there is not =
enough information other than one SGA. So sometimes it gets really =
difficult for Triage team to figure out the real issue. We should be =
resolving those issues with high priority but right now that is not the =
case..</FONT></P>

<P><FONT SIZE=3D2 FACE=3D"Arial">If everyone is ok, I would like to call =
a meeting next Wednesday to define a process about how to handle =
customer defects. we can do it just after Triage meeting or during =
that.</FONT></P>

<P><FONT SIZE=3D2 FACE=3D"Arial">Things I am trying to resolve =
are</FONT>

<BR><FONT SIZE=3D2 FACE=3D"Arial">1)</FONT><FONT SIZE=3D2 FACE=3D"Times =
New Roman"></FONT> <FONT SIZE=3D2 FACE=3D"Arial">when customer or =
support opens a defect, should it directly come to Triage or should it =
go through L3 review.</FONT>

<BR><FONT SIZE=3D2 FACE=3D"Arial">2)</FONT><FONT SIZE=3D2 FACE=3D"Times =
New Roman"></FONT> <FONT SIZE=3D2 FACE=3D"Arial">After it gets triaged, =
how it will be handled. Who and how we will make sure that we have =
enough information to resolve the issue or not.</FONT></P>

<P><FONT SIZE=3D2 FACE=3D"Arial">3) any changes that needs to be done in =
Clearquest to facilitate the process.</FONT>

<BR><FONT SIZE=3D2 FACE=3D"Arial">Any suggestions to improve this =
process are most welcome.</FONT>
</P>
<P>Microsoft Outlook Web Access: <A =
HREF=3D"http://ONSTOR-EXCH02/Exchange/andy.sharp/Inbox/Triage%20Process%2=
0for%20Customer%20defects.EML?cmd=3Dopen">http://ONSTOR-EXCH02/Exchange/a=
ndy.sharp/Inbox/Triage%20Process%20for%20Customer%20defects.EML?cmd=3Dope=
n</A></P>
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DESCRIPTION:Hi All\,\NTo improve customer satisfaction\, one of things that
  need to be done is to have some process to resolving customer defects in 
 a timely fashion… Triage process for customer related defects is inadequ
 ate right now. A lot of times\, there is not enough information other than
  one SGA. So sometimes it gets really difficult for Triage team to figure 
 out the real issue. We should be resolving those issues with high priority
  but right now that is not the case..\NIf everyone is ok\, I would like to
  call a meeting next Wednesday to define a process about how to handle cus
 tomer defects. we can do it just after Triage meeting or during that.\NThi
 ngs I am trying to resolve are\N1) when customer or support opens a defect
 \, should it directly come to Triage or should it go through L3 review.\N2
 ) After it gets triaged\, how it will be handled. Who and how we will make
  sure that we have enough information to resolve the issue or not.\N3) any
  changes that needs to be done in Clearquest to facilitate the process.\NA
 ny suggestions to improve this process are most welcome.\N\N
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