TOPS Review (Check and Act Phases)

TRUE OR FALSE.  All agents must receive a security check at least once a month.

• True

• False

Which of the following statements are CORRECT about Supervisor Shadow Observation. Select all that apply.

• Strengths, opportunities, root cause, and SMART action plan should be identified

• A Shadow Observation does not need to be completed in one day, but feedback should be done as immediate as possible.

• New Supervisor and ACM must be shadowed at least twice a month on their first month, and once a month on their 2nd to 3rd month.

What are the benefits of having a Staff Learning Plan. Select all that apply.

• Increased productivity and job performance

• Skills development

• Team development

• Decreasing safety-related incidents

TRUE OR FALSE: ACMs/CCMs should have identified a Learning gap and defined or partnered with support group to establish a development plan. At a minimum, there should be at least one staff developmental plan per month.

• TRUE

• FALSE

TRUE OR FALSE. All Support members should participate and attend regular operation meetings, and all  operation members should participate in support function meetings. This to support a strong working relationship between the Operation and Support.

• TRUE

• FALSE

Problem Solving process is launched when ______ .

(Select all that apply).

• There is a deeper lying issue that cannot and is not being effectively solved with outlier management.

• KPI is out of target and the variance is low  (much of the staff has the same problem).

• KPI is out of target and hasn't showed continuous improvement in the previous quarter.

Which of the following statements is NOT TRUE about Packet Red Inking. Select all that apply.

• Red Ink feedback consists of adding comments to the different components of the Supervisor Packet inside eTOPS by clicking the "Red Ink" button in areas that offer red inking.

• Every day, the ACM must review all Supervisor TOPS packets and make comments to the Supervisor pertaining to items such as: the educational tool used for resolving a certain Agent behavioral issue, which Agents were coached in priority and that each AOF has been coached, the Game Plan set-up or adjustments being accommodated, completeness of forms that should be included, accuracy, timeliness, effective time management, etc.

• A deep dive of a Supervisor Packets should be completed at least once a month. A deep dive is where the ACM will open the submitted forms inside the packet, to get a deeper view into their Sup team.

• The reason Supervisor fill packets is so that ACM's can evaluate their work and support their development.

• Supervisors with 50% or more of their team comprised of outliers should receive feedback daily