Request management system rms overview
This presentation is the property of its rightful owner.
Sponsored Links
1 / 21

Request Management System (RMS) Overview PowerPoint PPT Presentation


  • 85 Views
  • Uploaded on
  • Presentation posted in: General

Request Management System (RMS) Overview. March 14, 2013. Russell Quattlebaum [email protected] · 501.614.3520. Agenda. Purpose and Benefits of a Request Management System Customer Engagement Process Using the RMS Keys to Successful Engagements. Purpose & Benefits of RMS. Purpose:

Download Presentation

Request Management System (RMS) Overview

An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.


- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -

Presentation Transcript


Request management system rms overview

Request Management System (RMS) Overview

March 14, 2013

Russell [email protected] · 501.614.3520


Agenda

Agenda

  • Purpose and Benefits of a Request Management System

  • Customer Engagement Process

  • Using the RMS

  • Keys to Successful Engagements


Purpose benefits of rms

Purpose & Benefits of RMS

  • Purpose:

    • Consistency in engagement with stakeholders

    • Documentation of stakeholder inquiries and SPP responses

    • Tracking of stakeholder inquiries and internal process to respond (with SLAs)

    • Increase accountability

  • Benefits:

    • Reduced confusion and frustration internally

    • Improved response times

    • Manage expectations of stakeholders

    • Improved communication with stakeholders

    • Coordination of Working Group tasks and actions


Request management system rms overview

Acknowledge Request

Customer Care & Engagement Process

Settlement Disputes

Customer

Inquiry

WG Action Item

Workstream

Inquiry


Request management system rms overview

SPP’s Customer Care & Engagement Process

WG Action Item

  • Acknowledge Request

  • Done automatically within the tool

  • Request states Service Level Agreement (SLA) in place:

    • 2 months for Working Group action item

    • 3 months for Joint Working Group action item


Request management system rms overview

SPP’s Customer Care & Engagement Process

WG Action Item

  • Assign Request:

  • Auto-assigned when ‘Quick Pick’ is utilized

  • Working Group Secretary determines path to resolution

    • Research / Respond

    • Assign to SME

    • Schedule internal meeting

    • Consult governing documents

    • Consult another department


Request management system rms overview

Submitting Request


Request management system rms overview

Submitting Request


Request management system rms overview

Working Group Secretary View of Ticket upon Submission & Assignment


Request management system rms overview

SPP’s Customer Care & Engagement Process

WG Action Item

  • Determine Response

  • Working Group Secretary may pick from list of Tasks, or create Tasks

  • WG Secretary validates response


Request management system rms overview

Assignment of Task(s) by Working Group Secretary


Request management system rms overview

Assignment of Task(s) by Working Group Secretary


Request management system rms overview

Assignment of Task(s) by Working Group Secretary


Request management system rms overview

E-mail Notification to SME with assigned Task

. . . and Notification on RMS Home Page


Request management system rms overview

Task worked by Assigned SME and Task is Completed


Request management system rms overview

SPP’s Customer Care & Engagement Process

WG Action Item

  • Fulfill Request

  • Assignee documents resolution of Request and sends ‘public’ note to submitter

  • Assignees document Labor Hours in ticket


Request management system rms overview

Closing the Request


Request management system rms overview

Document & Communicate Solution


Keys to successful engagement

Keys to Successful Engagement


Keys to successful engagement cont

Keys to Successful Engagement, cont.


Request management system rms overview

Acknowledge Request

Customer Care & Engagement Process

Settlement Disputes

Customer

Inquiry

WG Action Item

Workstream

Inquiry


  • Login