FUJ00120023
FUJ00120023
ICL Pathway ICL Pathway Field Service Manager ~ Ref: CS/PRO/124
Role Definition and Overview Version:0.1
Date: 13/09/00
Document Title: ICL Pathway Field Service Manager - Role
Document Type: Role Definitiow
Abstract: Thiy document detaily the role of the ICL
Pathway Fielo Service Manager, andl gives aw
Document Status: DRAFT
Author: Reg Bartow
Contributory: Nick Crow; Claudia Walker; Evandro Manolay
Reviewed By: ICL Pathway CS
Stephen Muchow Paul Westfielad
Nick Crow Wendy Kerrigaw
Christine McKay Claudia Walker
Evandro Manolay Daye Fletcher
Julie Wel Richara Brunskill
Paul Curley Bob Dayiy
Commenty By: St» October 2000
© 2000 ICL Pathway Limited COMPANY IN CONFIDENCE Page: I of 18
Nothing contained herein shall be deemed or construed a
Printed On: [ DATE ]
affecting existing contractual obligations or creating new
contractual obligations between ICL. Pathway or POCL
FUJ00120023
FUJ00120023
ICL Pathway ICL Pathway Field Service Manager - Ref: CS/PRO/124
Role Definition and Overview Versiow0.4
Date: 13/09/00
Commenty To: Reg Bartow
Distribution: ICL Pathway Library
Stephen Muchow Paul Westfielo
Nick Crow Wendy Kerrigaw
Christine McKay Claudia Walker
Evandro Manolay Dave Fletcher
Julie Wel Richard Brunskill
Pawtl Curley Bob Dayiy
© 2000 ICL Pathway Limited COMPANY IN CONFIDENCE Page: 2 of 18
Printed On: [ DATE ]
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new
contractual obligations between ICL. Pathway or POCL
FUJ00120023
FUJ00120023
ICL Pathway ICL Pathway Field Service Manager - Ref: CS/PRO/124
Role Definition and Overview Versiow0.4
Date: 13/09/00
0.0 Document Control
0.1 Document History
O14 14/09/00 I Fut Draft for comment
0.2 Approval Authoritiey
Paul Westfield Infrastructure
Services Manager
0.3 Associated Docwwmenty
CS/IFS/OO8 02 O7/07/ I ICL Pathway/POCL ICL
(ofo) Interface Agreement for I Pathway
the Problem
Management Interface
CS/PRD/O821 O02 30/08/ I End-to-End Customer I ICL
00 Complaint Procesy Pathway
CS/PRD/O224 23 04/09/ I ICL Pathway Customer I ICL
oo Service Problew Pathway
Management Process
CS/PRO/110 10 19/0S/ I ICL Pathway Customer I ICL
oo Service Problew Pathway
Management Database
Procedures
© 2000 ICL Pathway Limited COMPANY IN CONFIDENCE Page: 3 of 18
Printed On: [ DATE }
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new
contractual obligations between ICL. Pathway or POCL
FUJ00120023
FUJ00120023
ICL Pathway ICL Pathway Field Service Manager - Ref: CS/PRO/124
Role Definition and Overview Versiow0.4
Date: 13/09/00
0.4 Abbrevistiony
FSM Field Service Manager
BSM Businesy Service Management
MCVP Management Care Visit Programme
HSH Hovizow Systems Helpolesk
PON Post Office Network
0.5 Changes mn this Verrow
0.6 Changes Expected
© 2000 ICL Pathway Limited COMPANY IN CONFIDENCE Page: 4 of 18
Printed On: [ DATE ]
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new
contractual obligations between ICL. Pathway or POCL
FUJ00120023
FUJ00120023
ICL Pathway ICL Pathway Field Service Manager - Ref: CS/PRO/124
Role Definition and Overview Versiow0.4
Date: 13/09/00
0.7 Table of Contenty
Introductiow s
Scope
Problem Management
4.1 Identification of Problem Outlety
4.1.1 Problem Office Initiation
4.1.2 Problem Office Referral
4.1.3 Complaint Office Referral
4.2 Communication of problem offices to PON FE
4.2.1 Fast-track Procesy
4.3 Policy for visiting Post Office ovtlety
4.3.1 Visit Booking Procedure
4.3.2 Office visit protocol
44 Problem Management 10
KW NY OK
NN ® ©
x 2 2 0
s Manager Care Visit Programme 44
Appendine 1 12
Appendix 2 Not yet
anvotlalle
© 2000 ICL Pathway Limited COMPANY IN CONFIDENCE Page: 5 of 18
Printed On: [ DATE ]
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new
contractual obligations between ICL. Pathway or POCL
FUJ00120023
FUJ00120023
ICL Pathway ICL Pathway Field Service Manager - Ref: CS/PRO/124
Role Definition and Overview Version:0.1
Date: 13/09/00
1 Introduction
Thiy document iy a working-level document that establishey
the role of the ICL Pathway Fiela Service Manager andl detaily
contact with PON BSM, ano the interfaces to other processey
anol procedures.
2 Scope
Thiy document covery:
" the procedures to be adopted in entifying problem offices
completed
= the participation W the Manager Care Visit programme
BR pilixi
The role of the FSM encompasses both Problem Management
and participation Ww the ICL Pathway/PON Management Care
Visit Programme.
The FSM team ix responsible for the proactive identification
and management of system problems that affect ndividual Post
Office outlet. Ava result, the impact of these problemy ow Post
to ensure that the civceumsoncey do not recur.
© 2000 ICL Pathway Limited COMPANY IN CONFIDENCE Page: 6 of 18
Printed On: [ DATE ]
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new
contractual obligations between ICL. Pathway or POCL
FUJ00120023
FUJ00120023
ICL Pathway ICL Pathway Field Service Manager - Ref: CS/PRO/124
Role Definition and Overview Versiow0.4
Date: 13/09/00
The FSM team iy fielol-baseol, and geographically spread acrosy
the UK. Each FSM ww responsible for aw area of the country;
where circeumstancey dictate (eg. Ulnesy or holiday), an FSM
The role operatey within the overall framework of the ICL
Pathway Customer Service Problem Management Process, the
End-to End Customer Complaint Process, ano the ICL
Pathway/POCL Problem Management Interface Agreement
Inputs Outputs
MSU reports > Determine & manage > Resolved problem
Problem Outlets
(CS/PRD/021)
Customer Complaints. > Manage Problem % Resolved problem
(CS/PRD/081)
Problems > Manage problem > Resolved problem
(CS/PRD/021)
Partie Customer Completed
Customer Care Programme p Participate in Customer > questionnaire
care programme evaluated
© 2000 ICL Pathway Limited
COMPANY IN CONFIDENCE Page: 7 of 18
Printed On: [ DATE ]
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new
contractual obligations between ICL. Pathway or POCL
FUJ00120023
FUJ00120023
ICL Pathwoy ICL Pathway Field Service Manager - Ref: CS/PRO/124
Role Definition and Overview Veriow 0.4
Date: 13/09/00
4.1
Problem Management
Identification of Problem Offices
The FSM team will proactively seek to identify offices
Aiselaying imdlicationy of ICL Pathway related problemy, thiy
will be achieved through reference to various sourcey of
information.
4.1.1 Problem Office Initiation
Aw extract of the HSH Call Logy will be made on a weekly and
monthly basiy by the ICL Pathway Customer Servicey
Management Support Team anal supplicol to the FSM team. The
Each month: The top 30 HSH Call Incidence offices iw each of
Hardware; Software; Network; Operational; Complainty Other;
Authorised Reboots.
This incidence will be broken doww into a weekly call rate,
and will be further supported by an indication of the UK and
Area average number of cally per office raised Ww each category.
Aw outline of the call detaily will also be provicledl, together
Each week: The top 10 outlets nationally w each of the sevew
the outline of call detaily An example iy attached at
Appendin 1.
© 2000 ICL Pathway Limited COMPANY IN CONFIDENCE Page: 8 of 18
Nothing contained herein shall be deemed or construed a:
Printed On: [ DATE ]
ffecting existing contractual obligations or creating new
contractual obligations between ICL. Pathway or POCL
FUJ00120023
FUJ00120023
ICL Pathway ICL Pathway Field Service Manager - Ref: CS/PRO/124
Role Definition and Overview Version:0.1
Date: 13/09/00
The FSM will analyse thiy information for trendy that wggest
relotea difficulties, which are ICL Patrway’y responsibility to
entered onto the ICL Pathwoy Problem Management Database
(Refi CS/PRO/110), Witially ay aw ICL Pathway mternal
problem. Should subsequent investigation indicate that PON
action ly requivedl to resolve the sue, then a crosy-domaitw
problem will be raised (ref: CS/IFS/008)
4.1.2 Problem Office Referral
The Fielol Service Managery act ay Problem Managery withiw
ICL Pathway Customer Services team, with foruy ow mdividual
office issues. Ay such, they may be appointed ay Problem
Managery within the termy of the ICL Pathway Customer
Services Problem Management Process (Ref, CS/PRD/O21) by
the Duty Manager, Ww response to crosy-domaiw problemy raise
by PON BSM.
Additionally, within the termy of the Problem Management
Process (Ref:CS/PRD/O21), responsibility for specific office
problems may be passeol to the appropriate FSM by any other
Problem Manager (Ref Para. S$).
4.1.3 Complaint Referral
The ICL Pathway End-to-End Customer Complaint Process
(CS/PRD/O81) detrily the possible sources of complainty Iw
managing complaints, the Customer Services Strategic Services
team may need to invoke the Problem Management Process,
and raise a problem. Where a problem iy raised Ww respect of a
site-specific ongoing system—related complaint (ypecifically type
© 2000 ICL Pathway Limited COMPANY IN CONFIDENCE Page: 9 of 18
Printed On: [ DATE ]
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new
contractual obligations between ICL. Pathway or POCL
FUJ00120023
FUJ00120023
ICL Pathway ICL Pathway Field Service Manager - Ref: CS/PRO/124
Role Definition and Overview Version:0.1
Date: 13/09/00
management sroulol be passed to the FSM covering the area Ww
which the office & situatedl, within the termy of the Problem
Management procesy (Ref: CS/PRD/O21).
4.2 Communication of Problem Offices to PON
Each week, the FSM team will pasy to PON BSM a consolidated
problemy, ano which aw FSM would with to visit Ww order to
appropriate course of action.
Office, Faol, Fascia Name, FSM, FSM contact detaily, summary of
current problem, and a wrggested visit date
Aw example iy attached at appendipn 2.
the Uist iy providlecl to PON.
The Problem Management Database will be updated to reflect
thy information hay beew passeol to PON (Ref: CS/PRO/110).
PON BSM will communicate thiy List internally within PON,
including to Security, Audit, and the Territorial teamy, and
respond within 48 hours. Thin response will Molicate
whether, exceptionally, there are any sites to which a visit w
denizal — e.g: ongoing security/audit reasons. Any such denial
© 2000 ICL Pathway Limited COMPANY IN CONFIDENCE Page: 10 of 18
Printed On: [ DATE ]
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new
contractual obligations between ICL. Pathway or POCL
FUJ00120023
FUJ00120023
ICL Pathway ICL Pathway Field Service Manager - Ref: CS/PRO/124
Role Definition and Overview Version:0.1
Date: 13/09/00
will be recorded by the FSM ow the ICL Problem Management
Datohase.
The response will also indicate Lf any PON representative
representative
PON BSM will then contact the outlet and advise them that aw
ICL Pathway FSM will be contacting them to arrange w visit:
4.2.1 Fost-track Procesy
Where exceptional cireumstancey arise, a vite visit may need to
be arranged urgently, without waiting for the srbmission of
the next weekly visit Ust Under these circumstances, a fast-
track process may be initiated by either ICL Pathway CS or
PON BSM.
The site dletaily sroull be raised ay a Crovy-Domain issue to-
the relevant Duty Manager (Ref: CS/IFS/008). The ICL
Pathway Duty Manager will assign any requesty receiyedl frow
PON to the relevant FSM.
4.3 Policy for visiting Post Office outlety
4.3.1 Vist Booking Procedure
Having receivedl the visit Uist back from PON, the FSM will
contact the outlet directly, anol yoeak to the Outlet Manager.
The FSM will identify himself or herself ay a representative of
ICL Pathway, and make arrangements to visit the site to
time will be agreed. The FSM will make clear the specific
reasony for the visit and the areas that are being investigated.
© 2000 ICL Pathway Limited COMPANY IN CONFIDENCE Page: 11 of 18
Printed On: [ DATE ]
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new
contractual obligations between ICL. Pathway or POCL
FUJ00120023
FUJ00120023
ICL Pathway ICL Pathway Field Service Manager - Ref: CS/PRO/124
Role Definition and Overview Version:0.1
Date: 13/09/00
Where a PON representative hay beew indicated ow the visit
Uist the FSM will contact the representative directly to inform
thew of the arrangementy that have beew confirmed.
If circumstances subsequently prevent the visit from taking
place (eg woolen Ulness), the FSM will pasy responsibility for
the visit to another FSM. If a PON representative 4 unable to
attend, thin information will be passeal to the FSM with detaily
of any replacement If, exceptionally, the visit needy to be
cancelledl, the FSM will ensure that PON BSM and the
Postmaster are informed, and an alternative appointment
made.
The Problem Management Database will be upolateo to reflect
the agreed visit deta.
Where w further visit to a vite iy required, thiy will be addleo to
the next visit Uist, andl flagged ow that ist ax being a follow-upr
43.2 Office visit protocol
The FSM will visit the site at the agreed date and time. Where
a@ PON representative iy expected, the FSM will not commence
the visit until the PON representative iy Ww attendance.
The FSM will introduce him/herself to the ovtlet manager, ana
show evidence of identity, which the outlet manager caw verify
through the NBSC.
During the visit the FSM will seek to identify any potential
external influences that coulal give rise to the system problemy,
and gather all information relating to the civreumstancey under
which the problems arise. The FSM will particomlarly be
© 2000 ICL Pathway Limited COMPANY IN CONFIDENCE Page: 12 of 18
Printed On: [ DATE ]
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new
contractual obligations between ICL. Pathway or POCL
FUJ00120023
FUJ00120023
ICL Pathway ICL Pathway Field Service Manager - Ref: CS/PRO/124
Role Definition and Overview Version:0.1
Date: 13/09/00
cause of the problem.
The FSM will at all times act in a professional manner, anc
support a partnership with PON. The FSM will represent ICL
Pathway’y ioteresty only, ana will make no commitmenty ow
behalf of PON, nor discuss the termy of the contract betweew
ICL Pathway ano PON.
If during the course of the visit the Outlet Manager raisey
suey which are not part of ICL Patrwway’y remit, the FSM will
- Ifa PON representotive ly present, the Outlet Manager will
be askeol to direct all such issuer to that representative.
- If no PON representative iy present, the FSM will ask the
Outlet Manager to direct all such issuer to the NBSC, ana
remind the Outlet Manager of the specific reasony for the
FSM’y visit to the site. The FSM will whsequenty recora ow
the Problem Management Database a tatement that the
Postmaster raizedl the inne, anol way referredl to the NBSC.
The entry w made for record purposes and to ensure that
PON business interesty are protected.
If the visit identifies that the outlet could benefit frow
additional yupport that iy the responsibility of PON, tiv will
be noted by the FSM. The FSM will not diseusy thin
requirement with the outlet manager, but will log it on the
Problem Management Database ay a Crosy-Domain issue. Thin
entry will make clear if a PON representotive was ow site, and
who that representative wax PON will then assign a Problew
Manager to the iusue, who will progress making arrangementy
for any agreed additional support, and shsequenty agree
closure criteria with the FSM (acting ay ICL Pathway CS
Problem Manager).
© 2000 ICL Pathway Limited COMPANY IN CONFIDENCE Page: 13 of 18
Printed On: [ DATE ]
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new
contractual obligations between ICL. Pathway or POCL
FUJ00120023
FUJ00120023
ICL Pathway ICL Pathway Field Service Manager - Ref: CS/PRO/124
Role Definition and Overview Version: 0.1
Date: 13/09/00
44
Problem Management
Following the site visit the FSM will produce an Actiow Plaw
to progress any ICL Pathway related issues. Detaily of thin
action plan will be entered on the Problem Management
Database and upolated ay resolution iy progressedl.
Generel resolution progression will follow the process oletailea
iw the ICL Pathway Customer Servicey Problem Management
procesy document (CS/PRD/O21).
The resolution of certain problemy may require the capture of
specific system information at the outlet to enable further
immediately, the Outlet Manager will be asked to record thin
information for future oceurrencey of the problem. Full detaily
of each occurrence sroula then be raisedl ay a call to the HSH.
Iw setting the closure criteria for any outlet problem, the FSM
showla include ensuring that the Outlet Manager iy happy
with the resolution. If the Postmaster remainy dissatisfied, this
sroull be raised ay a Croyy Domain problem
Manager Core Visit Programme
There iv aw agreed ongoing joint programme betweew ICL
Pathway ano PON where senior managers of both
Service Management team will participate W try programme.
The purpose of the visit ix to gather views from the system, anol
to enable the ICL Pathway and Post Office Network managery to-
experience what actually happens Ww the offices: It also- givey
usery of the Horizow system aw opportunity to offer views,
© 2000 ICL Pathway Limited COMPANY IN CONFIDENCE Page: 14 of 18
Nothing contained herein shall be deemed or construed a:
Printed On: [ DATE ]
ffecting existing contractual obligations or creating new
contractual obligations between ICL. Pathway or POCL
FUJ00120023
FUJ00120023
ICL Pathway ICL Pathway Field Service Manager - Ref: CS/PRO/124
Role Definition and Overview Versiow0.4
Date: 13/09/00
focus ow key areay to unprove upon.
The process anal procedurey connected with thiy programme are
HULL undler discussion with PON. When clarified, they will
form the hasty of a separate document which will be referenced
from thy document:
© 2000 ICL Pathway Limited COMPANY IN CONFIDENCE Page: 15 of 18
Printed On: [ DATE ]
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new
contractual obligations between ICL. Pathway or POCL
FUJ00120023
FUJ00120023
Ref: CS/PRO/124
Version0.1
Date: 13/09/00
ICL Pathway ICL Pathway Field Service Manager -
Role Definition and Overview
Appendix 1 — HSH Coll Extract from MSU
PO's with highest incidence of Hardware related calls - period August ‘00
348611 SARN South Wales/South/South west 7
6632 CWMBRAN South Wales/South/South west 7
174406 CHORLEY OLD ROAD North East/North West 7
337427 FURTHERGATE North East/North West 6
POST OFFICE
73014 BEXLEY London/South East
14007 GREENWICH POST London/South East 6
OFFICE
8011 VICTORIA STREET London/South East 6
180340 CHAPELTOWN North East/North West 6
23323 WAKEFIELD North East/North West 6
18824 WESTER HAILES Scotland/Northern Ireland 6
105912 ROFFEY London/South East 5
153508 PARKSTONE South Wales/South/South west 5
152002 WANSTEAD P.O. London/South East 5
31007 WOOLWICH POST I London/South East 5
OFFICE
19008 SOUTH London/South East 5
KENSINGTON
STATION
Average calls per outlet
for Aug.’00
Hardware
N/A’ 6 17 0.4
© 2000 ICL Pathway Limited COMPANY IN CONFIDENCE Page: 16 of 18
Printed On: [ DATE ]
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new
contractual obligations between ICL. Pathway or POCL
FUJ00120023
FUJ00120023
ICL Pathway ICL Pathway Field Service Manager - Ref: CS/PRO/124
Role Definition and Overview Version:0.1
Date: 13/09/00
London/South East 657 1813 0.4
North East/North West 948 3068 0.3
North Wales/Midlands/East 539 2420 0.2
Anglia
Scotland/Northern Ireland 444 1548 0.3
~ South Wales/South/South 742 2328 0.3
West
TOTAL (National) 3336 11194 0.3
Total Hardware calls for August'00
B London/South East
@ North East/North West
O North
Wales/Midlands/East
Anglia
0 Scotland/Northem Ireland
@ South Wales/South/South
West
© 2000 ICL Pathway Limited COMPANY IN CONFIDENCE Page: 17 of 18
Printed On: [ DATE ]
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new
contractual obligations between ICL. Pathway or POCL
ICL Pothway
ICL Pathway Field Service Manager -
Role Definition and Overview
Ref: CS/PRO/124
Versiowi0.L
FUJ00120023
FUJ00120023
Date: 13/09/00
E-0008080152 Clos 0 3
South
Wales/South/South
west
‘CWMBRAN (08-Aug-00 ‘08-Aug-00 H
6632 E-0008080205 3B 08-Aug-00 H
‘South
Wales/South/South
west
CWMBRAN (08-Aug-00.
ne noe es ee ie
HDO7 Engineeer on site advises pm to log call Call Close by Wayne Harris: RO RSO8 "C01 uk080496 PATITH94PTR
for new printer pm hte /
HD07 ‘Engineer on site for call_no. E- Call Close by Shelley Lewis: RO‘ RSi0 “C01 Uktempié ~~ PATITH94PTR I
0008070429. Wants to raise a call for aBM is happy with work
prinetr not printing Giro slips properly. Thh carried out and is HTCC.
PO has had problems before with this that
they have not been able to resolve through
the help desk.
COMPANY IN CONFIDENCE
Printed On: [ DATE ]
© 2000 ICL Pathway Limited Page: 18 of 18
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual obligations between ICL Pathway or POCL,