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COT/Support Action plan

Giovanni Espinal

Created on October 5, 2023

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Transcript

COT L2 Action plan

ROUTINES

Deployments

RESOURCES

Weekly continuous feedback

SUCCESS

Reorganization

Roles-Scopes-Accountability

Periodic client meetings

Enhancements

Regional meetings

Reports

Continuous assessment

Individual performance

Continuous feedback

Departmental measures (KPIs, SLAs)

Knowledge

Documentation

Customer Satisfaction

TRAINING

PERFORMANCE

Key Performance Indicators

Measuring and recording performance helps to understand and report progress

  • SMART
    • Specific,
    • Measurable,
    • Attainable,
    • Relevant and
    • Timely

Periodic weekly meetings

Analyse together selected relevant tickets (both proper and wrongly handled) so we can replicate good practices such as debugging/analyzing/troubleshooting accross regions and on the other hand, what needs to be changed to improve the process

Key points.

  • Developing analysis skills.
  • Teamwork.
  • Constructive feedback.

Training

Frequency

  • Monthly basis after HO of Sprint KTs.
  • Responsible - Trainer.
  • Rewards program
Feedback = improvement

Helps individuals shape their actions to better meet the needs of a team leader

  • Timeliness
  • Communicative
  • Constructive
  • Specific
  • Detailed
  • Periodic weekly meetings
  • Individual performance
  • Departmental measures (KPIs, SLAs)
Meaningful reports
  • Organized
  • Up to date
  • User friendly
  • Known by everyone