AMS PSSST - CTQ Refresher

What can be consider as a CTQ for missed commitment?

• Not responding to submitter’s questions/queries after closure.

• Not responding to submitter’s email during case life (which consequently affected case progress).

• Not following up on the day written in Next Status Update Date.

• All of the above.

No email or Teams communication with submitter/customer for _ business days would be considered as a CTQ for excessive idleness and case abandonment.

SEM was supposed to follow up with the submitter yesterday, but he was on urgent sick leave. What should he do in this scenario?

• He should send the follow up email on the next day and keep on working as normal.

• He should acknowledge the gap in the next update email then follow up as normal.

• He should acknowledge the gap in next update email and document in portal.

The submitter replied to the final response email with further inquiries after case closure. What should we do in this situation?

• Replied back to the submitter to address the inquiries. If the case is still within 14 days of closure, reopen it to continue the progress.

• Not responding to submitter’s questions/queries after closure.

• Replied back to the submitter to inform that a new ticket should be raised.

What is not a CTQ for survey manipulation?

• Using the word "survey" to promote feedback via email.

• Explaining survey scales and types of questions to the submitter.

• Using the word "survey" to promote feedback via Teams.

• Reaching out to ask for survey completion.

What can be consider as a CTQ for Incorrect Transfer?

• When the scenario is in scope for another team working in GetHelp or for an organization outside, but the SEM didn’t provide with the redirection name and link for that team.

• When the SEM accidently transferred the case to the wrong queue.

• When the SEM refused to transfer the case or transfer the case to the wrong team on purpose.