Service Delivery

Slide 7

AGiles

• We monitor information regarding customer satisfaction through customer surveys.   
• QP10 and QP 5 - Customer Feedback to determine if we are meeting the requirements

• Our projects establishes agreements by using QP-7 Contract Review.
• DST receives contract or modification  from customer
• CA iniitates a review with stakeholder by using Contract Review Checklist
• They review the SOW, Financials , deliverables and job description.
• Sign off on Contract Review for approval and moving forward with Contract.

• Service delivery approach is established through QP 10.5.2 - Project Management Plan (PMP)
• Provide staffing, staff training, budget, issue tracking, program measure need to successfuly track project.

• Service System Operation is prepared through QP14 - Outsourcing procedure. 
• Figure1 shows:
  • Contract review
  • PM kick-off meeting
  • Staffing 
  • Final inspecition 
  • Onboarding/Off Broading employee(s)

• Request management system is established through QP7
• Contract Administartion Tracking Log 

• Receives and processes service requests
  • QP7 --update modification  
  • QP10 -- PMP

• Service System is operated through QP 10.1 Purpose
  • Track and manage the contract to ensure all contractual obligations are fulfilled and all delivered products and services are acceptable.
  • PMP

• Service System is maintained through  QP 9.4.1 -  Competency and Training Procedure.
  • Before they are hired -- PM initiates a  recruiting and sourcing forms
  • After they are hired - 90 performance reivews