GHD Ideation Board

GHD Ideation board

Submitted

In progress

Completed

Review Pending

CFS Account Check Workflow

Create formatting script in KO creation

Proxy request in Supplies & Equipment Portal

Grant all GHD access to Package ID's

Unified CI for all Lost/Stolen processes

Create " Ideation Board " Bookmark into the team's channel

Add shortcut in desktop for Analytics request

Automatic Aux notification

Add a banner in the McKinsey News page for EW.

Add tip in GHD website for smx shared mailbox edit option

Process alignment when submitting software request

Option to request reponse code.

Involve Stakeholdes in Name Change process

Create a website form for activating iRoam for INO.

Create scripts to be used by GHD to automate KOs.

Guidelines

Sumbit an idea

Resources

Ideation Board members

Got any feedback or suggestions?

Guidelines

Implementation

Idea will be implemented once approved by Project Mgt Team

Submit the idea

Using the slack workflow, submit your idea

Discuss the ideawith your TL

Work with a sponsor

TL to review if the idea is aligned with our TDS Strategic Goals.

Your TL or one of the Ideation board members will work with you

Ideation Board Members

Oliver Kalaitzis - GHD EU

Zdenek Novak- CIS EU

Jeff Ballesteros - GHD AP

Karen Sibaja - GHD AM

Christof Spielhagen- Operation excellence (automation)

Jose Zayas- CIS AM

Anton Leynzon- GHD EU

Heyz Villanuz - GHD AM

Resources

Design Thinking for Beginners: Develop Innovative Ideas

Mind Map

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Presentation: Confidence On Camera: Make Amazing Videos, Easily.

Developing Measurable Outcomes

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Flowchart

Agile Resources

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Proxy request in GHD Supplies & Equipment portal

Status: Completed

Outcome: Decrease the amount of incoming contacts for top 10 linked KO's by 10%

Submitted by: Debalina Banerjee

Sponsor: Zdenek Novak

About the idea:

Create an option to proxy colleagues in the GHD Supplies portal especially for permanent EA's on behalf of their supported colleagues who may be away or busy.Also to provide option to extend the loan date, update CC or perform any equipment related updates on their behalf.

Create formatting script in KO creation

Status: In Progress

Outcome: Decrease the amount of incoming contacts for top 10 linked KO's by 10%

Submitted by: Pavel Sopnev

Sponsor: Oliver Kalaitzis

About the idea:

Create a formatting script / extension based on the set of KO formatting guidelines to simplify the process of creating a KO / making changes to existing ones.

Process alignment when submitting software request

Status: In progress

Outcome: OKR Reduction in Incident touch points. Reduce and maintain overall average at 1.90 or below.

Submitted by: Marat Arustamov

Sponsor: Oliver Kalaitzis

About the idea:

The task for new or unapproved software request must go to Licensing or Security instead of sending directly to ATS to update te Avecto ruleset. If we send the request to correct team, this will eliminate unecessary troubleshooting from GHD side and reduce touchpoints.

Process alignment when submitting software request

Status: Completed

Outcome: OKR Reduction in Incident touch points. Reduce and maintain overall average at 1.90 or below.

Submitted by: Marat Arustamov

Sponsor: Oliver Kalaitzis

About the idea:

The task for new or unapproved software request must go to Licensing or Security instead of sending directly to ATS to update te Avecto ruleset. If we send the request to correct team, this will eliminate unecessary troubleshooting from GHD side and reduce touchpoints.

Unified CI for all Lost/Stolen processes

Status: In progress

Outcome: Reduction by 50% in Re-Opens, Duplicates - time lost (quality of work) (50% might be too much, currently our reopens equate to 95% RFT)

Submitted by: Peter Malik

Sponsor: Oliver Kalaitzis

About the idea:

With one CI per whole category, this will be easy to search, eliminate human error and speed up time of creation for metadata and accuracy of report.

Automatic Aux notification

Status: In Progress

Outcome:

Submitted by: Peter Malik

Sponsor: Oliver Kalaitzis

About the idea:

Tenured analyst/SA in future, would get notification automatically in AW that someone is on long AUX removing the need of checking CMS. Could speed up the issue solving and be more responsive to protentional issues.

Add tip in GHD website for smx shared mailbox edit option

Status: In progress

Outcome: Decrease the amount of incoming contacts for top 10 linked KO's by 10%

Submitted by: Debalina Nanerjee

Sponsor: Oliver Kalaitzis

About the idea:

To create more awareness to use the prefix (SMX-) in front of the shared mailbox name while searching for shared mailboxes in GHD website. With this initiative, it would not only reduce the volume of incoming requests but also educate the colleagues with the available self serve options.

Create CFS Account check workflow

Status: Submitted

Outcome: Reduction by 50% in Re-Opens, Duplicates - time lost (quality of work) (50% might be too much, currently our reopens equate to 95% RFT)

Submitted by: Luis Mora

Sponsor: Daniela Bolivar

About the idea:

This workflow will help decrease the handling time and speed up the process to check CFS account. This workflow will notify the GHD Advisor SPOC and no need to tag 1.5 in collaboration channel everytime. This initiative will also impact the Resolution time and bring more visibility in terms of generating reports to the Leadership.

Involve Stakeholdes in Name Change process

Status: In Progress

Outcome: Reduction by 50% in Re-Opens, Duplicates - time lost (quality of work) (50% might be too much, currently our reopens equate to 95% RFT)

Submitted by:Mark Cansio

Sponsor: Jeff Ballesteros

About the idea:

Influence Product owners and journey delivery managers to improve product and service journeys.This will help with name change inquiry to be more streamline.

Grant all GHD access to Package ID's

Status: Submitted

Outcome: Reduction by 50% in Re-Opens, Duplicates - time lost (quality of work) (50% might be too much, currently our reopens equate to 95% RFT)

Submitted by: Marisol Rojas

Sponsor: Federico Rivas

About the idea:

Box folder has been created to grant all GHD access to package ID's which will eliminate waiting time to check with other teams and express server to load.

Add banner on McKinsey News webpage when accessed by External colleague

Status: Submitted

Outcome: Decrease the amount of incoming contacts for top 10 linked KO's by 10%

Submitted by: Racelle Rebogio

Sponsor: Mike Morales

About the idea

Currently External workers don't have access to the McKinsey News webpage, adding a banner in the page to inform them about it will decrease the calls to GHD,

Add shortcut in desktop for Analytics request

Status: Submitted

Outcome: Decrease the amount of incoming contacts for top 10 linked KO's by 10%

Submitted by: Marlon Monge

Sponsor: Jose Garro

About the idea

It analytics already has an online form to submit an analytics request that creates a ticket in SNOW and assigns it to TDS Analytics. We can make this form more visible by creating a desktop shortcut in their computers.

Create " Ideation Board " Bookmark into the team's channel

Status: Completed

Submitted by: Kevin Villalobos

Sponsor: Karen Sibaja

About the idea:

The idea of ​​the bookmark is to connect to all colleagues for each team in a more agile and faster way, giving them the opportunity to feel ownership of the Ideation Board with feedback, improvements, open to discussion.Having the marker we can generate a feeling of belonging in this way through a draft we could discuss the ideas within the team and thus be able to achieve them.

"Option to request response code"

Status: Submitted

Outcome: OKR Reduction by 50% in Re-Opens, Duplicates - time lost (quality of work) (50% might be too much, currently our reopens equate to 95% RFT)

Submitted by: Marisol Roxas

Sponsor: Heyz Villanuz

About the idea

On ATS channel, There should be an option to request response code without having GHD 1.5/Analyst name, for this we do not request advice to them.

"Create a website form for activating iRoam for INO"

Status: Submitted

Outcome: Reduction by 50% in Re-Opens, Duplicates - time lost (quality of work) (50% might be too much, currently our reopens equate to 95% RFT)

Submitted by: Chidi Pilapil

Sponsor: Jansen Pedrosa

About the idea

Volume Deflection: GHD's responsiblities in handling iRoam requests are to:1: collate the required information, and 2: identify the office where user is from then either assign the ticket to GMS AP or recommend to reach out to carrier - both of which can be done through an automated form.

Create scripts to be used by GHD to automate KOs.

Status: Submitted

Outcome: "A continuous improvement and innovation culture which enhances our service operations and supports the IT Support organization's vision"

Submitted by: Carlos Munoz

Sponsor: Karen Siibaja

The idea is create scripts to be used by GHD colleagues in order to automate some processes, would be like the option "Do this for me" that we got in some KOs e.g. KO1489 however this one will be used by GHD representatives only. There are some steps that we can automate, for example when we need to re-install Zoom(KO70784), we follow all the process step by step when we instead could transfer a script to colleague's computer through Bomgar and run it. Not only for this kind of cases, we can create scripts for other processes like re-create Outlook profile, run SCANPST(KO60189) or to solve Global Protect issues(KO77306) In this way we can save a few minutes solving the issue.

Idea 2

Status: Submitted

Outcome:

Submitted by:

Sponsor:

About the idea