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Subject: RE: Triage Process for Customer defects.
Date: Tue, 29 Apr 2008 10:01:48 -0700
Message-ID: <BB375AF679D4A34E9CA8DFA650E2B04E09B2B07C@onstor-exch02.onstor.net>
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Thread-Topic: Triage Process for Customer defects.
Thread-Index: AcilmjM1V1bilKWEStWxdnUHJIWpVAAAGHGQAAE0+UABHqPJAA==
From: "Paul Hammer" <paul.hammer@onstor.com>
To: "Vikas Saini" <vikas.saini@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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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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<div class=3DSection1>

<p class=3DMsoNormal><font size=3D2 color=3Dnavy face=3DArial><span =
style=3D'font-size:
10.0pt;font-family:Arial;color:navy'>Vikas,<o:p></o:p></span></font></p>

<p class=3DMsoNormal><font size=3D2 color=3Dnavy face=3DArial><span =
style=3D'font-size:
10.0pt;font-family:Arial;color:navy'><o:p>&nbsp;</o:p></span></font></p>

<p class=3DMsoNormal><font size=3D2 color=3Dnavy face=3DArial><span =
style=3D'font-size:
10.0pt;font-family:Arial;color:navy'>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. =
<o:p></o:p></span></font></p>

<p class=3DMsoNormal><font size=3D2 color=3Dnavy face=3DArial><span =
style=3D'font-size:
10.0pt;font-family:Arial;color:navy'><o:p>&nbsp;</o:p></span></font></p>

<p class=3DMsoNormal><font size=3D2 color=3Dnavy face=3DArial><span =
style=3D'font-size:
10.0pt;font-family:Arial;color:navy'>-Paul<o:p></o:p></span></font></p>

<p class=3DMsoNormal><font size=3D2 color=3Dnavy face=3DArial><span =
style=3D'font-size:
10.0pt;font-family:Arial;color:navy'><o:p>&nbsp;</o:p></span></font></p>

<div>

<div class=3DMsoNormal align=3Dcenter style=3D'text-align:center'><font =
size=3D3
face=3D"Times New Roman"><span style=3D'font-size:12.0pt'>

<hr size=3D2 width=3D"100%" align=3Dcenter tabindex=3D-1>

</span></font></div>

<p class=3DMsoNormal><b><font size=3D2 face=3DTahoma><span =
style=3D'font-size:10.0pt;
font-family:Tahoma;font-weight:bold'>From:</span></font></b><font =
size=3D2
face=3DTahoma><span style=3D'font-size:10.0pt;font-family:Tahoma'> =
<st1:PersonName
w:st=3D"on">Vikas Saini</st1:PersonName> <br>
<b><span style=3D'font-weight:bold'>Sent:</span></b> 2008-04-23 =
17:15<br>
<b><span style=3D'font-weight:bold'>To:</span></b> Raj Kumar; Tim =
Gardner; Rich
LaReau; Paul Hammer; Sandrine Boulanger; Jonathan Goldick; Jobi =
Ariyamannil;
Caeli Collins<br>
<b><span style=3D'font-weight:bold'>Subject:</span></b> RE: Triage =
Process for
Customer defects.</span></font><o:p></o:p></p>

</div>

<p class=3DMsoNormal><font size=3D3 face=3D"Times New Roman"><span =
style=3D'font-size:
12.0pt'><o:p>&nbsp;</o:p></span></font></p>

<p class=3DMsoNormal><font size=3D2 color=3Dnavy face=3DArial><span =
style=3D'font-size:
10.0pt;font-family:Arial;color:navy'>That is the intent&#8230; we want =
to
assign them to particular release so that they get resolved in a timely
manner&#8230;another advantage is that even customer support will know =
when
those defects are getting fixed&#8230; therefore they might not have to
escalate everything to get things =
fixed&#8230;<o:p></o:p></span></font></p>

<p class=3DMsoNormal><font size=3D2 color=3Dnavy face=3DArial><span =
style=3D'font-size:
10.0pt;font-family:Arial;color:navy'><o:p>&nbsp;</o:p></span></font></p>

<p class=3DMsoNormal><font size=3D2 color=3Dnavy face=3DArial><span =
style=3D'font-size:
10.0pt;font-family:Arial;color:navy'>so hopefully we will be able to do =
all
that once we define the process.<o:p></o:p></span></font></p>

<p class=3DMsoNormal><font size=3D2 color=3Dnavy face=3DArial><span =
style=3D'font-size:
10.0pt;font-family:Arial;color:navy'><o:p>&nbsp;</o:p></span></font></p>

<p class=3DMsoNormal><font size=3D2 color=3Dnavy face=3DArial><span =
style=3D'font-size:
10.0pt;font-family:Arial;color:navy'><o:p>&nbsp;</o:p></span></font></p>

<p class=3DMsoNormal><font size=3D2 color=3Dnavy face=3DArial><span =
style=3D'font-size:
10.0pt;font-family:Arial;color:navy'><o:p>&nbsp;</o:p></span></font></p>

<p class=3DMsoNormal><font size=3D2 color=3Dnavy face=3DArial><span =
style=3D'font-size:
10.0pt;font-family:Arial;color:navy'>Thanks<o:p></o:p></span></font></p>

<p class=3DMsoNormal><font size=3D2 color=3Dnavy face=3DArial><span =
style=3D'font-size:
10.0pt;font-family:Arial;color:navy'>Vikas<o:p></o:p></span></font></p>

<p class=3DMsoNormal><font size=3D2 color=3Dnavy face=3DArial><span =
style=3D'font-size:
10.0pt;font-family:Arial;color:navy'><o:p>&nbsp;</o:p></span></font></p>

<p class=3DMsoNormal><font size=3D2 color=3Dnavy face=3DArial><span =
style=3D'font-size:
10.0pt;font-family:Arial;color:navy'><o:p>&nbsp;</o:p></span></font></p>

<div>

<div class=3DMsoNormal align=3Dcenter style=3D'text-align:center'><font =
size=3D3
face=3D"Times New Roman"><span style=3D'font-size:12.0pt'>

<hr size=3D2 width=3D"100%" align=3Dcenter tabindex=3D-1>

</span></font></div>

<p class=3DMsoNormal><b><font size=3D2 face=3DTahoma><span =
style=3D'font-size:10.0pt;
font-family:Tahoma;font-weight:bold'>From:</span></font></b><font =
size=3D2
face=3DTahoma><span style=3D'font-size:10.0pt;font-family:Tahoma'> =
<st1:PersonName
w:st=3D"on">Raj Kumar</st1:PersonName> <br>
<b><span style=3D'font-weight:bold'>Sent:</span></b> Wednesday, April =
23, 2008
4:36 PM<br>
<b><span style=3D'font-weight:bold'>To:</span></b> <st1:PersonName =
w:st=3D"on">Vikas
 Saini</st1:PersonName>; <st1:PersonName w:st=3D"on">Tim =
Gardner</st1:PersonName>;
<st1:PersonName w:st=3D"on">Rich LaReau</st1:PersonName>; =
<st1:PersonName w:st=3D"on">Paul
 Hammer</st1:PersonName>; <st1:PersonName w:st=3D"on">Sandrine =
Boulanger</st1:PersonName>;
<st1:PersonName w:st=3D"on">Jonathan Goldick</st1:PersonName>; =
<st1:PersonName
w:st=3D"on">Jobi Ariyamannil</st1:PersonName><br>
<b><span style=3D'font-weight:bold'>Subject:</span></b> RE: Triage =
Process for
Customer defects.</span></font><o:p></o:p></p>

</div>

<p class=3DMsoNormal><font size=3D3 face=3D"Times New Roman"><span =
style=3D'font-size:
12.0pt'><o:p>&nbsp;</o:p></span></font></p>

<p class=3DMsoNormal><font size=3D2 color=3Dnavy face=3DArial><span =
style=3D'font-size:
10.0pt;font-family:Arial;color:navy'>Vikas,<o:p></o:p></span></font></p>

<p class=3DMsoNormal><font size=3D2 color=3Dnavy face=3DArial><span =
style=3D'font-size:
10.0pt;font-family:Arial;color:navy'><o:p>&nbsp;</o:p></span></font></p>

<p class=3DMsoNormal><font size=3D2 color=3Dnavy face=3DArial><span =
style=3D'font-size:
10.0pt;font-family:Arial;color:navy'>Does the triage team start =
assigning
customer reported defects to a particular release? As I understand =
triage
didn&#8217;t do that in past, team just reviewed the defects and they =
went
nowhere. Is this changed?<o:p></o:p></span></font></p>

<p class=3DMsoNormal><font size=3D2 color=3Dnavy face=3DArial><span =
style=3D'font-size:
10.0pt;font-family:Arial;color:navy'><o:p>&nbsp;</o:p></span></font></p>

<p class=3DMsoNormal><font size=3D2 color=3Dnavy face=3DArial><span =
style=3D'font-size:
10.0pt;font-family:Arial;color:navy'>Thanks.<o:p></o:p></span></font></p>=


<p class=3DMsoNormal><font size=3D2 color=3Dnavy face=3DArial><span =
style=3D'font-size:
10.0pt;font-family:Arial;color:navy'><o:p>&nbsp;</o:p></span></font></p>

<div>

<div class=3DMsoNormal align=3Dcenter style=3D'text-align:center'><font =
size=3D3
face=3D"Times New Roman"><span style=3D'font-size:12.0pt'>

<hr size=3D2 width=3D"100%" align=3Dcenter tabindex=3D-1>

</span></font></div>

<p class=3DMsoNormal><b><font size=3D2 face=3DTahoma><span =
style=3D'font-size:10.0pt;
font-family:Tahoma;font-weight:bold'>From:</span></font></b><font =
size=3D2
face=3DTahoma><span style=3D'font-size:10.0pt;font-family:Tahoma'> =
<st1:PersonName
w:st=3D"on">Vikas Saini</st1:PersonName> <br>
<b><span style=3D'font-weight:bold'>Sent:</span></b> Wednesday, April =
23, 2008
4:32 PM<br>
<b><span style=3D'font-weight:bold'>To:</span></b> <st1:PersonName =
w:st=3D"on">Tim
 Gardner</st1:PersonName>; <st1:PersonName w:st=3D"on">Rich =
LaReau</st1:PersonName>;
<st1:PersonName w:st=3D"on">Paul Hammer</st1:PersonName>; =
<st1:PersonName w:st=3D"on">Sandrine
 Boulanger</st1:PersonName>; <st1:PersonName w:st=3D"on">Jonathan =
Goldick</st1:PersonName>;
<st1:PersonName w:st=3D"on">Jobi Ariyamannil</st1:PersonName>; =
<st1:PersonName
w:st=3D"on">Raj Kumar</st1:PersonName>; <st1:PersonName =
w:st=3D"on">Vikas Saini</st1:PersonName><br>
<b><span style=3D'font-weight:bold'>Subject:</span></b> Triage Process =
for
Customer defects.<br>
<b><span style=3D'font-weight:bold'>Importance:</span></b> =
High</span></font><o:p></o:p></p>

</div>

<p class=3DMsoNormal><font size=3D3 face=3D"Times New Roman"><span =
style=3D'font-size:
12.0pt'><o:p>&nbsp;</o:p></span></font></p>

<p class=3DMsoNormal><font size=3D2 face=3DArial><span =
style=3D'font-size:10.0pt;
font-family:Arial'>Hi All,<o:p></o:p></span></font></p>

<p class=3DMsoNormal><font size=3D2 face=3DArial><span =
style=3D'font-size:10.0pt;
font-family:Arial'>&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&#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. &nbsp;We should be resolving those issues with high
priority but right now that is not the =
case..<o:p></o:p></span></font></p>

<p class=3DMsoNormal><font size=3D2 face=3DArial><span =
style=3D'font-size:10.0pt;
font-family:Arial'><o:p>&nbsp;</o:p></span></font></p>

<p class=3DMsoNormal><font size=3D2 face=3DArial><span =
style=3D'font-size:10.0pt;
font-family:Arial'><o:p>&nbsp;</o:p></span></font></p>

<p class=3DMsoNormal><font size=3D2 face=3DArial><span =
style=3D'font-size:10.0pt;
font-family: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.<o:p></o:p></span></font></p>

<p class=3DMsoNormal><font size=3D2 face=3DArial><span =
style=3D'font-size:10.0pt;
font-family:Arial'><o:p>&nbsp;</o:p></span></font></p>

<p class=3DMsoNormal><font size=3D2 face=3DArial><span =
style=3D'font-size:10.0pt;
font-family:Arial'>Things I am trying to resolve =
are<o:p></o:p></span></font></p>

<p class=3DMsoNormal><font size=3D2 face=3DArial><span =
style=3D'font-size:10.0pt;
font-family:Arial'><o:p>&nbsp;</o:p></span></font></p>

<p class=3DMsoNormal =
style=3D'margin-left:.5in;text-indent:-.25in;mso-list:l0 level1 =
lfo2'><![if !supportLists]><font
size=3D2 face=3DArial><span =
style=3D'font-size:10.0pt;font-family:Arial'><span
style=3D'mso-list:Ignore'>1)<font size=3D1 face=3D"Times New =
Roman"><span
style=3D'font:7.0pt "Times New =
Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; =
</span></font></span></span></font><![endif]><font
size=3D2 face=3DArial><span =
style=3D'font-size:10.0pt;font-family:Arial'>when
customer or support opens a defect, should it directly come to Triage or =
should
it go through L3 review.<o:p></o:p></span></font></p>

<p class=3DMsoNormal =
style=3D'margin-left:.5in;text-indent:-.25in;mso-list:l0 level1 =
lfo2'><![if !supportLists]><font
size=3D2 face=3DArial><span =
style=3D'font-size:10.0pt;font-family:Arial'><span
style=3D'mso-list:Ignore'>2)<font size=3D1 face=3D"Times New =
Roman"><span
style=3D'font:7.0pt "Times New =
Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; =
</span></font></span></span></font><![endif]><font
size=3D2 face=3DArial><span =
style=3D'font-size:10.0pt;font-family: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.<o:p></o:p></span></font></p>

<p class=3DMsoNormal style=3D'margin-left:.25in'><font size=3D2 =
face=3DArial><span
style=3D'font-size:10.0pt;font-family:Arial'><o:p>&nbsp;</o:p></span></fo=
nt></p>

<p class=3DMsoNormal style=3D'margin-left:.25in'><font size=3D2 =
face=3DArial><span
style=3D'font-size:10.0pt;font-family:Arial'>Any suggestions to improve =
this
process are most welcome.<o:p></o:p></span></font></p>

<p class=3DMsoNormal style=3D'margin-left:.25in'><font size=3D2 =
face=3DArial><span
style=3D'font-size:10.0pt;font-family:Arial'><o:p>&nbsp;</o:p></span></fo=
nt></p>

<p class=3DMsoNormal style=3D'margin-left:.25in'><font size=3D2 =
face=3DArial><span
style=3D'font-size:10.0pt;font-family:Arial'><o:p>&nbsp;</o:p></span></fo=
nt></p>

<p class=3DMsoNormal style=3D'margin-left:.25in'><font size=3D2 =
face=3DArial><span
style=3D'font-size:10.0pt;font-family:Arial'><o:p>&nbsp;</o:p></span></fo=
nt></p>

<p class=3DMsoNormal style=3D'margin-left:.25in'><font size=3D2 =
face=3DArial><span
style=3D'font-size:10.0pt;font-family:Arial'>Thanks<o:p></o:p></span></fo=
nt></p>

<p class=3DMsoNormal style=3D'margin-left:.25in'><font size=3D2 =
face=3DArial><span
style=3D'font-size:10.0pt;font-family:Arial'>Vikas<o:p></o:p></span></fon=
t></p>

<p class=3DMsoNormal style=3D'margin-left:.25in'><font size=3D2 =
face=3DArial><span
style=3D'font-size:10.0pt;font-family:Arial'><o:p>&nbsp;</o:p></span></fo=
nt></p>

<p class=3DMsoNormal><font size=3D2 face=3DArial><span =
style=3D'font-size:10.0pt;
font-family:Arial'><o:p>&nbsp;</o:p></span></font></p>

<p class=3DMsoNormal><font size=3D2 face=3DArial><span =
style=3D'font-size:10.0pt;
font-family:Arial'><o:p>&nbsp;</o:p></span></font></p>

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