INTEGRATED SOLUTIONS, INC.

QUALITY ASSURANCE PROCEDURE

 

 

Prepared By:

 

______________________________________________________________________________

Lead Author, Integrated Solutions Date

 

 

 

 

 

 

Approved By & Effective on Date of Signature Below:

 

______________________________________________________________________________

Yufen Chang Yu, Integrated Solutions Date

 

 

 

 

 

 

 

THIS DOCUMENT IS TO BE REGARDED AS THE OFFICIAL QUALITY ASSURANCE PROCEDURE WITHIN INTEGRATED SOLUTIONS. IT IS TO BE MAINTAINED UNDER CHANGE CONTROL BY THE DOCUMENT CONTROL COORDINATOR.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

CHANGE SHEET

 

 

Title: Integrated Solutions Quality Assurance Procedure

 

DESCRIPTION OF CHANGE

 

ISSUE

DATE

SECTION

DESCRIPTION

1.0

12/2/97

All

  • Original Issue

2.0

2/23/98

4.3

  • Added Section for Follow Up on Tickets

  • Added Customer Survey Form
       

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

1.0 POLICY

 

Integrated Solutions, Inc. will provide Quality Assurance for its customers. They will follow the Procedure defined in this document. Deviations in this procedure will be noted and the procedure will be updated as necessary.

 

 

2.0 PURPOSE

 

The purpose of this policy is to:

 

 

 

3.0 INTRODUCTION

 

This document describes the reason for and the procedure to perform Quality Assurance within the Integrated Solutions, Inc. organization. It documents the steps taken by the client / customer and the Integrated Solutions, Inc. Quality Assurance Coordinator.

 

Quality Assurance is a necessary function within Integrated Solutions, Inc. to ensure that technical support is performed in a timely manner and is documented from beginning to end within the Integrated Solutions, Inc. ticketing system.

 

 

4.0 GENERAL PROCEDURES

 

4.1 Identifying a Problem

 

    1. When a client / customer that Integrated Solutions, Inc. support has a technical problem, they call the ISI Help Hotline
    2. The Quality Assurance Coordinator documents the required information:
  1. Name of Client / Customer
  2. Phone Number / Extension of Client / Customer
  3. Client / Customer’s Login Name
  4. Client / Customer’s Room Number
  5. Client / Customer’s Supervisor (optional / if known)
  6. Description of Complaint

 

 

 

 

 

 

4.2 Entering Complaint into Ticketing System

 

    1. Login to Ludd
    2. Export and display the Integrated Solutions, Inc. Ticketing System
    3. Type "Mail X" (space) "Help"
    4. At the Subject Prompt, type Users Name and hit "Enter"
    5. On the next line, type:
  1. User’s Name
  2. Phone Extension
  3. Login Name
  4. Room Number
  5. Supervisor’s Name (if known)
  6. Enter

6.) On the next line, type in the description of the problem that the Client / Customer is having

 

7.) Enter

 

8.) Press Control D (the Control key and the letter D at the same time) to send the

the ticket to the Integrated Solutions, Inc. Support Team

 

9.) Designate a Priority for the ticket

 

  1. HIGH Priority: System / Network and / or Workstation down
  2. NORMAL Priority: New user addition or removal
  3. NORMAL Priority: Email, system performance problem, space monitoring or tool installation
  4. LOW Priority: Printer problem

 

  1. At this point, the System Administration Procedure is implemented

 

 

 

 

 

 

 

 

    1. Follow Up

 

The Quality Assurance Coordinator follows up on each of the tickets on a monthly basis.

 

    1. The President / CEO gives the Quality Assurance Coordinator a list of tickets to

      follow up on monthly

       

      (This list is based on the status reports handed into the President / CEO by the

      System Administrators)

       

    2. The Quality Assurance Coordinator then calls the names on the list and fills out

      a Customer Survey List based on the answers he / she receives

       

    3. The Customer Survey Lists are date controlled and name controlled kept by the

Quality Assurance Coordinator

 

  1. Each survey is listed under the name of the System Administrator who closed out the ticket in ascending date

     

  2. The Customer Survey Lists are kept for the duration of the contract

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Integrated Solutions, Inc.

 

Customer Survey List

 

 

Date Surveyed: _________________

 

 

User’s Name: ___________________ User’s Phone: ________________

 

 

ISI Quality Person: ________________________

 

 

Ticket Number: _____________________ S.A. Name: ______________________

 

 

Ticket Opened: _____________________ Ticket Closed: ____________________

Date / Time Date / Time

 

 

User’s Response: service level only at this time

 

____ poor ____average ____good ____ very good ____excellent

 

 

 

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