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Subject: RE: Triage Process for Customer defects.
Date: Tue, 29 Apr 2008 10:13:07 -0700
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Thread-Topic: Triage Process for Customer defects.
Thread-Index: AcilmjM1V1bilKWEStWxdnUHJIWpVAAAGHGQAAE0+UABHqPJAAAAlNQH
From: "Vikas Saini" <vikas.saini@onstor.com>
To: "Paul Hammer" <paul.hammer@onstor.com>,
	"Raj Kumar" <raj.kumar@onstor.com>,
	"Tim Gardner" <tim.gardner@onstor.com>,
	"Rich LaReau" <rich.lareau@onstor.com>,
	"Sandrine Boulanger" <sandrine.boulanger@onstor.com>,
	"Jonathan Goldick" <jonathan.goldick@onstor.com>,
	"Jobi Ariyamannil" <jobi.ariyamannil@onstor.com>,
	"Caeli Collins" <caeli.collins@onstor.com>
Cc: "Andy Sharp" <andy.sharp@onstor.com>

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ok will setup a meeting for tomorrow at 2:30pm.

Vikas


-----Original Message-----
From: Paul Hammer
Sent: Tue 4/29/2008 10:01 AM
To: Vikas Saini; Raj Kumar; Tim Gardner; Rich LaReau; Sandrine =
Boulanger; Jonathan Goldick; Jobi Ariyamannil; Caeli Collins
Cc: Andy Sharp
Subject: RE: Triage Process for Customer defects.
=20
Vikas,

=20

This it pretty timely, I have several things wrt to CQ cleanup and our =
current triage approach that we need to change soon, please send out an =
invite to all on this list.=20

=20

-Paul

=20

________________________________

From: Vikas Saini=20
Sent: 2008-04-23 17:15
To: Raj Kumar; Tim Gardner; Rich LaReau; Paul Hammer; Sandrine =
Boulanger; Jonathan Goldick; Jobi Ariyamannil; Caeli Collins
Subject: RE: Triage Process for Customer defects.

=20

That is the intent. we want to assign them to particular release so that =
they get resolved in a timely manner.another advantage is that even =
customer support will know when those defects are getting fixed. =
therefore they might not have to escalate everything to get things =
fixed.

=20

so hopefully we will be able to do all that once we define the process.

=20

=20

=20

Thanks

Vikas

=20

=20

________________________________

From: Raj Kumar=20
Sent: Wednesday, April 23, 2008 4:36 PM
To: Vikas Saini; Tim Gardner; Rich LaReau; Paul Hammer; Sandrine =
Boulanger; Jonathan Goldick; Jobi Ariyamannil
Subject: RE: Triage Process for Customer defects.

=20

Vikas,

=20

Does the triage team start assigning customer reported defects to a =
particular release? As I understand triage didn't do that in past, team =
just reviewed the defects and they went nowhere. Is this changed?

=20

Thanks.

=20

________________________________

From: Vikas Saini=20
Sent: Wednesday, April 23, 2008 4:32 PM
To: Tim Gardner; Rich LaReau; Paul Hammer; Sandrine Boulanger; Jonathan =
Goldick; Jobi Ariyamannil; Raj Kumar; Vikas Saini
Subject: Triage Process for Customer defects.
Importance: High

=20

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..

=20

=20

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.

=20

Things I am trying to resolve are

=20

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.

=20

Any suggestions to improve this process are most welcome.

=20

=20

=20

Thanks

Vikas

=20

=20

=20



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<P><FONT SIZE=3D2>ok will setup a meeting for tomorrow at 2:30pm.<BR>
<BR>
Vikas<BR>
<BR>
<BR>
-----Original Message-----<BR>
From: Paul Hammer<BR>
Sent: Tue 4/29/2008 10:01 AM<BR>
To: Vikas Saini; Raj Kumar; Tim Gardner; Rich LaReau; Sandrine =
Boulanger; Jonathan Goldick; Jobi Ariyamannil; Caeli Collins<BR>
Cc: Andy Sharp<BR>
Subject: RE: Triage Process for Customer defects.<BR>
<BR>
Vikas,<BR>
<BR>
<BR>
<BR>
This it pretty timely, I have several things wrt to CQ cleanup and our =
current triage approach that we need to change soon, please send out an =
invite to all on this list.<BR>
<BR>
<BR>
<BR>
-Paul<BR>
<BR>
<BR>
<BR>
________________________________<BR>
<BR>
From: Vikas Saini<BR>
Sent: 2008-04-23 17:15<BR>
To: Raj Kumar; Tim Gardner; Rich LaReau; Paul Hammer; Sandrine =
Boulanger; Jonathan Goldick; Jobi Ariyamannil; Caeli Collins<BR>
Subject: RE: Triage Process for Customer defects.<BR>
<BR>
<BR>
<BR>
That is the intent. we want to assign them to particular release so that =
they get resolved in a timely manner.another advantage is that even =
customer support will know when those defects are getting fixed. =
therefore they might not have to escalate everything to get things =
fixed.<BR>
<BR>
<BR>
<BR>
so hopefully we will be able to do all that once we define the =
process.<BR>
<BR>
<BR>
<BR>
<BR>
<BR>
<BR>
<BR>
Thanks<BR>
<BR>
Vikas<BR>
<BR>
<BR>
<BR>
<BR>
<BR>
________________________________<BR>
<BR>
From: Raj Kumar<BR>
Sent: Wednesday, April 23, 2008 4:36 PM<BR>
To: Vikas Saini; Tim Gardner; Rich LaReau; Paul Hammer; Sandrine =
Boulanger; Jonathan Goldick; Jobi Ariyamannil<BR>
Subject: RE: Triage Process for Customer defects.<BR>
<BR>
<BR>
<BR>
Vikas,<BR>
<BR>
<BR>
<BR>
Does the triage team start assigning customer reported defects to a =
particular release? As I understand triage didn't do that in past, team =
just reviewed the defects and they went nowhere. Is this changed?<BR>
<BR>
<BR>
<BR>
Thanks.<BR>
<BR>
<BR>
<BR>
________________________________<BR>
<BR>
From: Vikas Saini<BR>
Sent: Wednesday, April 23, 2008 4:32 PM<BR>
To: Tim Gardner; Rich LaReau; Paul Hammer; Sandrine Boulanger; Jonathan =
Goldick; Jobi Ariyamannil; Raj Kumar; Vikas Saini<BR>
Subject: Triage Process for Customer defects.<BR>
Importance: High<BR>
<BR>
<BR>
<BR>
Hi All,<BR>
<BR>
&nbsp;&nbsp;&nbsp; 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.&nbsp; We should be resolving those =
issues with high priority but right now that is not the case..<BR>
<BR>
<BR>
<BR>
<BR>
<BR>
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.<BR>
<BR>
<BR>
<BR>
Things I am trying to resolve are<BR>
<BR>
<BR>
<BR>
1)&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; when customer or support opens a =
defect, should it directly come to Triage or should it go through L3 =
review.<BR>
<BR>
2)&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; 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.<BR>
<BR>
<BR>
<BR>
Any suggestions to improve this process are most welcome.<BR>
<BR>
<BR>
<BR>
<BR>
<BR>
<BR>
<BR>
Thanks<BR>
<BR>
Vikas<BR>
<BR>
<BR>
<BR>
<BR>
<BR>
<BR>
<BR>
<BR>
</FONT>
</P>

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