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This record is presented in Acceptance Incident order and, within Al, the action,
in the revised form shown in the POCL minutes/actions. The original Workshop
day is also provided by way of note. Aspects of actions that are completed are
shaded.
Tables to track actions on the Integrated resolution Plan and Other Action are
included.
Wholly completed Pathway actions are in a fourth table and shaded.
The status of the Category ‘B’ an ‘C’ Als is provided at the end with complete
items shaded.
Al I Act I Day Status Update
218 I 10 3 I The required detailed changes have been made to the Resolution
Plan.
218 I 11 5 I The final Al analysis form has been lodged and references the
agreed Resolution Plan.
298 I 3 2 I Work is underway to analyse the fixes applied to the live service to
date to establish what changes to the development and testing
strategies might be appropriate to mitigate the risks of similar
incidents occurring at CSR+.
The Pathway Policy Document is contained with the Pathway
Resolution Plan and will be tabled 9/9.
JF has notified the Policy Document will not be discussed but
reviewed by POCL offline.
(This action for reporting on 13/9.)
See ICL Pathway’s Resolution Plan updated to close of play 8/9
Cash Account Week 24 will be tabled 13/9.
Policy Document (Section 5.5 of the Resolution Plan) was
discussed 15/9 and changes agreed and incorporated.
298 I 5 3 I POCL action
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298 I 6 A management summary report will be provided.
The full report is contained within the Resolution Plan, to be tabled
9/9.
See ICL Pathway’s Resolution Plan updated to close of play 8/9
Cash Account Week 24 will be tabled 13/9.
See ICL Pathway’s Resolution Plan updated to close of play 15/9
(CAP25) to be tabled 17/9. Actuals for week 25 and forecasts for
weeks 26 and 27 are included. Longer-term forecasts are included
together with an explanation of their basis.
Report generation for appropriate series distinguishes between the
original Live Trial set of outlets and additions from Borough
onwards.
298I 7 Resolution Plan workshop was held 15/9. The issues arising in
connection with the review of the Policy have been recognised and
incorporated as necessary in Section 5.5.
314I 3 The final Al analysis form has been lodged in accordance with this
action.
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369 I 3 3 I The roving lab, based upon bar-code evaluation equipment
supplied by ICL Pathway was set up on 9/9 and roved successfully
in the North East on 10/9 targeting Receive operations. All bar-
codes on witnessed Receive operations were read successfully.
The report of the comparative live testing at Borough (Horizon) and
Elephant & Castle (ALPS) of both 88 new specification and 100
current specification bar-coded covers is provided herewith. (All
100% successful).
Pathway has supplied Word 6 level versions of the reports for the
lab testing of 90 new specification and 100 current specification
covers. (These were, in fact, Appendices A and B of the draft test
plan.)
POCL has supplied to ICL Pathway the Appendix C, the DSS
statistics. In summary these estimate the % failure rate for the
weeks 29/3/99 through 7/5/99 for ALPS operations as 0.0099 and
for Horizon as 0.2445. The current % failure rate of Horizon is
shown below for the period since two contributory factors were
discovered (incorrect treatment on non-bar-coded books and
processing foils without books present). These do not necessarily
exclude all cases where the user has set aside a foil for later
processing and processed it incorrectly notifying a bar-code reader
failure.
The training documentation will be revised to be most emphatic that
non-bar-coded books should not be Received as if they were bar-
coded.
POCL will issue instructions for individual offices to conform to
correct practices. Note also that new Horizon Offices (from
Borough High Street onwards) have been notified to use OBCS bar-
code scanning for Receive only of bar-coded order books.
An updated proposal to the Expert, in which ICL Pathway contend
this should not be an Acceptance Incident, is tabled herewith.
Date I Failure rate % excluding Failure rate % including non-
non-bar-coded books (tsf) bar-coded books (tsf)
7119 0.0145 0.0386
8/9 I 0.00708 0.0244
9/9 I 0.00725 0.0254
10/9 I 0.00719 0.1284
11/9 I 0.0 0.0551
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Live Trial offices excluding I All Offices — all operations %
non-bar-coded % (tsf) (tsf)
Receive All Receive All
13/9 I 0.0 0.00461 0.0 0.0334
14/9 I 0.0 0.00621 0.0 0.0218
On 11/9 POCL issued new instructions such that only the Live Trial
offices will use bar-code scanning operations for all functions and
new offices will use them only for Receive functions. New offices
and some Live Trial offices are, however, continuing to put through
non-bar-coded books as “manual”.
The Pathway contribution to the roving lab report for 10/9 is tabled
herewith. Although all bar-codes scanned by Horizon 100% there
is some evidence that some bar-codes were non-conforming.
369 I 6 5 IPathway representation at the POCL-DSS meeting of 16/9 was
lagreed not to be required.
IOBCS evidence for all outlets for the period 9/8 - 11/9 (34 calendar
days) has been produced and is summarised below. There is
considerable clustering. The proportion contributed for each function
by two offices is shown together with the identity of the offices.
Function Failure rate % (tsf) [Two-office % IOffices
Receives 0.230 26.82 21329, 327329
Issues 0.445 15.40 21329, 327329
Encashments (0.0448 21.89 269632, 334511
369 I 7 6 WM has notified ICL Pathway that “following the recent success of
rectification activities on OBCS and a greater level of clarity of the
root causes of the incident rates, POCL now consider this as a
Medium severity incident with an agreed rectification plan[POCL
rectification plan to be approved by POCL, DSS and Pathway,
BA/ACC/020, Version 0.2, 15/9/99)”.
ICL Pathway has therefore agreed to recategorise this as Medium
and has raised the Final Al form.
372 I 4 4 IThe drop containing the changes to Riposte is expected to be
distributed during the week beginning 20/9. Bob Booth has been
notified. A meeting between Jeremy Folkes, Bob Booth (POCL) and
Deirdre Connis (Pathway) was held 16/9 and agreed the contents of
jtwo downloads.
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376 I 2 2 I The procedures were walked through on 31/8.
Note: POCL is considering not proceeding with this plan until the fix
referred to in action 3 and 4 (below) is in service.
Further actions to be taken under action 376/10.
POCL action (suitability of procedures).
Dave Wilcox (ICL Pathway) reports that there is a head of work
available for implementation. ICL Pathway wishes to implement at
least the first batches, or preferably all that are available.
The associated fix was implemented 14/9. The first embargoed
changes were authorised for release 13/9.
376I 5 2 I The High Level Design, Logical Design for EPOSS/TIP
Reconciliation Controls, has been published and was walked
through 3/9 as scheduled.
POCL action by (close of play) 9/9.
The joint review took place as scheduled 10/9. ICL Pathway
expects to reissue the High Level Design on 13/9.
The High Level Design was further reissued, and re-reviewed most
recently on 16/9. Note the proposal from TIP for automated
notification of RED items is not agreed.
376I 8 2 I POCL action.
The updated Resolution Plan is tabled herewith.
Pathway now seeks agreement to this Resolution Plan.
A revised Resolution Plan was developed, issues resolved,
reissued following further comments and updated to define the
criterion used during the observation period.
Note the proposal from TIP for automated notification of RED items
is not agreed.
376 I 9 3 I The TIP incident status summary has been maintained up-to-date
and equipped with type of incident, the number of outlets affected
and the week in which the incident occurred.
A management summary of incidents was produced showing the
information requested in graphical form.
POCL’s updated management summary herewith.
This action for reporting on 17/9.
POCL action. Most recent version tabled herewith.
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378 I 2 2 I Adesign review has been provisionally arranged for a.m. 22/9 with
Phil Hemingway (currently on leave) and Alan Ward.
AW will arrange JF meeting with JF.
A possible follow up meeting with the designer is provisionally
arranged for 20/9.
The meeting with both architect and designer is arranged for 15/9.
(This action for reporting on 17/9.)
The review was held and POCL reported it was satisfactory.
378 I 3 5 I There is no new root cause. TIP 916 is a repeat of TIP 908. The fix
for associated PinICLs 28547 and 28566 is expected to be
implemented 14/9.
The TIP incident 916 is similar to 908 in that the pointer that
enables the harvester to locate the Cash Account records was null.
However, the reason for it being null is not yet understood.
Pathway is implementing diagnostic code that, in addition to logging
the incident in the message store for further investigation, will repair
the null pointer or display an error message to guide the user to
restart the process.
391 I 3 3 I POCL action
Pathway has raised the final Al analysis form.
408 I 6 2 I See Resolution Plan tabled herewith.
SLA improvement has continued during August and now all the
Level-1 and Level-2 SLAs are being met. This progress will be
maintained throughout September and Pathway forecasts that all
Helpdesk SLAs will be met during the whole of October and
beyond.
ICL Pathway now seeks agreement to this Resolution Plan.
A revised Resolution Plan has been produced and includes the
dates when target SLAs will be met.
408 I 7 2 I The solution for service levels for Cash Account calls was
discussed at the workshop on 7-8/9. In outline, it is proposed that a
quality measure is adopted and operated jointly by ICL Pathway
and POCL NBSC such that a target of 95% conformance with the
newly agreed scripts is achieved. The measure would be by
periodic inspection or audit of all Cash Account calls at POCL’s
convenience.
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An early version of the revised Resolution Plan, including the
proposal for Service Levels for the Cash Account domain, was
made available for this review.
408 I 8 5 I The meeting to review the new Service Level report was held and
Pathway’s call categorisation agreed.
412I 1 5 I Please see sections 5.1.1 and 5.1.3 of the Resolution Plan tabled
herewith.
POCL action 15/9 — no response. Pathway seeks this to be re-
categorised as Low.
412I 2 5 I Please see section 5.1.2 of the Resolution Plan tabled herewith.
POCL action 15/9- no response. Pathway seeks this to be re-
categorised as Low.
412I 3 5 I Please see section 5.3.1 of the Resolution Plan tabled herewith.
Pathway now seeks agreement to this Resolutio
POCL action 15/9 — no response. Pathway seeks this to be re-
categorised as Low.
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Integrated Resolution Plan
Al _I Act I Day Status Update
IRPI 3 4 IThe planning resolution meeting was held.
ICL Pathway has provided an updated plan, provided separately.
Other Actions
Al _I Act I Day Status Update
OA} 2 6 IAll workshop actions were progressed by MB and JD on 15/9 with a
view to securing appropriate documentation and outcome. The
document set will be made available 17/9.
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Al I Act I Day Completed Actions
2181+ 4 2 IThis action was completed on the due date.
218I 2 2 IThe CCN was issued on 31/8 and subsequent discussions held
between BMCcN and WME held 31/8.
[This action is complete.
218I 3 2 IThis action was completed on the due date.
218I 4 2 IThe working group met on the due date:
(Changes to the PSA were discussed and actions placed.
Proposals to encourage use of training mode were discussed and will
be evaluated on 8/9.
[The remaining changes to the training course were discussed and
ithose to be incorporated were selected and implementation agreed.
[This action is complete.
218I 8 3 lorking group met 8/9. Pathway report will be tabled 9/9.
218I 9 3. IRH, AEO actions. The commercial issues are covered in exchange ofI
letters between BMcN (3/9) and WMF (7/9).
218I 10 3 I The Clearance Plan was discussed 8/9. Pathway report will tabled
9/9
298 I 1 2 I The working group (comprising JM, TPA, JF, DD) met 1/9 and
agreed the metrics for current and retrospective Cash Account
periods.
The underlying causes for the incident groups have been
explained.
The method of mapping of incidents into (now) 12 categories being
used for resolution has been agreed and further subdivision by
POCL of some of these categories for CAP 22 to make 21
categories/subcategories in all is being reconciled.
The sequencing of fixes both applied and in progress is published
routinely on the ICL Pathway intranet. It has been agreed that this
will be presented to the working group such that the work package
is related to the incident category and will allow subsequent
tracking from Help Desk reported incidents.
This level of this action was completed.
Further actions to be taken under actions 298/4-6.
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298 2 2 I Preliminary discussions were held on this action. Pathway has
proposed an acceptable level of system incidents of one unplanned
but authorised reboot per counter per month, judged on a weekly
basis. (This is the current level.)
This remains the basis of Pathway’s proposal for reduction from
High to Medium severity.
Pathway’s Resolution Plan updated to close of play 8/9 will be
tabled 9/9.
See ICL Pathway’s Resolution Plan updated to close of play 8/9
Cash Account Week 24 will be tabled 13/9.
298I 4 3 I Review between Don Docherty and Richard Brunskill held and fully
reconciled call totals for week 22 between POCL and Pathway
recording categories.
[Note: POCL raised an Acceptance Incident, Al 413, in outline on
3/9 (the evidential material is not yet published to Pathway) and
would appear to call this agreement into question.]
POCL action.
For week 23 POCL wished to include a further 140 calls. These
related to events that Pathway does not classify as affecting system
stability: e.g. routine system management notifications, printer
Paper jams, certain system busy events and a number of no-entry
displays on log-off.
For week 24 Pathway and POCL are performing a joint analysis.
Indications to 8/9 are that POCL agrees closely with the Pathway
classifications.
Action transferred to Pathway under 298/6 below.
298I 8 4 I The ICL Pathway response is included in the Resolution Plan, to be
tabled 9/9.
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314I 1 1 ICL Pathway has amended and reissued the proposals. The
following were published 1/9 (to Graham White):
1. Pathway response to POCL comments on document
CR/SPE/007 (development plan for Generalised API for
OPS/TMS)
2. Pathway response to POCL comments on document
CR/POL/004 (ICL Pathway External Applications Procurement
Policy)
3. Updated version (0.2) of development plan for Generalised API
for OPS/TMS
4. Updated version (0.4) of ICL Pathway External Applications
Procurement Policy
These actions are complete.
Pathway now seeks agreement to this Clearance Plan.
314] 3 3 I The revised version of CR/SPE/007 is tabled herewith. It also takes
into account a further tranche of comments from JF.
This action is not due until 13/9.
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369} 1 1 IThe write up of laboratory tests on both the 100 “current specification”
covers, and a retest of the 90 “new specification covers” were
completed and submitted to POCL. The tests show that both samples
ican be read 100% by both the Horizon and ALPS scanners.
Pathway has provided POCL with daily data for bar-code read fails
for the period since 27/8. One FAD accounted for about half all
instances and a few FADs for ~90%.
Pathway is in course of updating its reports to distinguish book
receipt, issue and encashment.
(An associated PinICL was fixed and distributed to the counters 29-
30/8 obviating a workaround that would lead to some over-reporting
lof bar-code read incidents.
Pathway and POCL will mount field tests of the 100 and/or 90 covers
during the week of 6/9. DSS has notified POCL that it does not wish
ito be represented. Pathway will make available Mark Barber and
John Coakes for this exercise.
Pathway is seeking to source specialist, industry standard, bar-code
evaluation equipment. This provides an objective analysis of bar-
code printed quality and is reasonably portable. This equipment is
not required for the projected field tests but would be useful in the
future.
IThe training course material has been checked and is satisfactory.
\These actions are now complete.
Pathway now seeks agreement to this Clearance Plan.
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369I 2 3 {ICL Pathway has provided comments on the plan and has met POCL
ito discuss the plan. Pathway will require Appendices A to C.
Pathway will provide the historical data sought under section 4.2
(from ~26/7); that sought under section 4.4 (for ALPS versus OBCS
ffor March to June 1999) will not be provided by Pathway.
ICL Pathway and POCL have performed the first element of plan,
scanning of 190 covers on live OBCS and ALPS. All were 100%
successful. The report is tabled herewith.
(As regards the second element of the plan, ICL Pathway has now
purchased bar-code evaluation equipment and will be setting it up 9/9)
for use on 10/9.
ICL Pathway confirms that if a bar-coded book is Received into an
outlet for a customer previously unknown to that outlet then the OBCS)
lapplication seeks to access the remote stop list. If the
communications connection cannot be established then the user is
(correctly) prevented from Receiving the book, including by type in of
the NINO and CPP.
Pathway agreed to provide reports for estate total values for bar-code
reads to calculate estate failure rate. For 7/9 the estate failure rate,
excluding incorrect no-barcode operations (see below) was
(0.0001447, (9/62197).
Pathway agreed to provide information from calling “cluster” post
offices. The first reports for 3-7/9 have been provided. Of the 73
incidents for which contact with the outlet was made 42 related to
loperations on non-bar-coded books. This corroborates part of the
information received previously from FAD 269632. For Received
books, this involves the user falsely notifying that the system
(scanner) is not working in order to effect the Receiving of a non-bar-
coded book, which is itself not a required function. POCL is issuing
instructions to users to use the correct OBCS function (“Foils”) for
inon-bar-coded books and is introducing a Reference Data change to
improve the OBCS button legends.
ICL Pathway is investigating other evidence from the initial cluster
analysis. The bar-code quality on green books will require particular
analysis.
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372} 1 1 {dll file checking.
ICL Pathway has developed a Systems Management task that checks
ithe structure of .dll files in prescribed system directories for content
integrity. This task can be executed on a one shot basis at a
particular outlet, or can be consolidated with other systems
Imaintenance activities in the regular overnight script (this also
reloads the Riposte desktop, for example). CP 2116 is being
implemented to provide this regular overnight capability.
ICL Pathway will continue to run the .dll contents check on potentially
affected files within the overnight activities until an agreed closure
criterion is achieved. This will be either:
le diagnosis and fix of the underlying corruption problem, or:
le a substantial software download has occurred followed by a clear
period of 3 months running with no detected .dil file corruptions.
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Sf2 2 1 ATE (Automated Targeting Engine) functioning
[The incident that occurred during the LT 2 upgrade has been tested
land fixed (incorrect handling of long error messages). The fault was
recorded and cleared through the OSD fault notification process
(PinICL is used for Pathway related incidents). Further details have
been supplied by OSD on the nature of the fault and the resolution
lundertaken:
Messages in the Tivoli Log that exceed 512 bytes caused an error inI
ATE due to a string size allocated not being long enough. The
change required was to terminate the log messages to a maximum
of 512 bytes. Testing was performed by simulating a Tivoli log with
a message greater then 512 bytes and was implemented with a ne'
release of ATE.
(As noted previously the ATE is in regular usage. ICL Pathway
continues to demonstrate its usage during normal operational
Imanagement of the live estate. Consistent with this usage, ICL
Pathway will attempt to consolidate a distribution representative of
ithe LT2 distribution during the next three months live operation.
(Representative in this sense is taken to include elements of both
Riposte and the Pathway counter applications.)
Pathway now seeks agreement to this Clearance Plan (both
elements).
ICL Pathway confirms that testing of long fle names messages will be}
included in the “substantial software download “ described under
372/1 (above).
Pathway will now document the agreed Clearance Plan.
376) 1 2 IThe working group met on 26/8.
[The causes of all incidents were explained.
[This action is complete.
(The remaining issues relate to incidents notified recently and since
ithe working group meeting and will be treated as “business as
lusual”.)
376I 2 2 IThe procedures were walked through on 31/8.
Note: POCL is considering not proceeding with this plan until the fix
referred to in action 3 and 4 (below) is in service.
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376I 3 2 (A fix is in preparation that will remove the dependency of the Cash
‘Account process on the availability of Item Reference Data. The
effect of this fix will be, for end-dated Items, to ensure that any
itransactions in the week, and the system-calculated closing stock
balance, will be reported to the outlet Cash Account.
However, housekeeping (e.g. Rem In/Out) will not be possible once
ithe Item has been end-dated hence the dependency on the
procedures referred to in 2 (above) remains.
Before committing to this fix further analysis is necessary to ensure
ithat no other accounting processes are dependent on reference to
ithe Item Reference Data.
ICL Pathway will propose a date on 6/9 by which this fix will be
introduced to service.
ICL Pathway confirms that the incident is limited to Voucher
\Transactions. A fix is in preparation that is expected to be delivered
by 17/9. This was discussed under 376/1 and is acceptable.
IPOCL action. Whether POCL agree to release the retained
Reference Data changes depends on the outcome of action 376/2
(above).
376I 4 2 IICL Pathway believes that the implementation referred to in this
action relates to the procedures discussed in action 2 (above) and not
ithe fix described in action 3. It was never ICL Pathway’s intention to
commit to implementing the fix by 13/9.
376I 6 2 I POCL action.
‘Indemnities’ meeting cancelled.
POCL action.
376I 7 2 IThe working group considering 376/5 (above) discussed a potential
interim measure. POCL to confirm acceptability.
POCL notified ICL Pathway 8/9 that it does not require Pathway to
develop the interim additional reconciliation proposal.
378I 1 2 \Anexplanation has been provided to lan Senior (Martin Box on
leave). A summary of the incidents associated with Al 378 has been
prepared in the same format as that for Al 376.
POCL action.
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391] 1 1 (Anew status report, in the form of an Acceptance Incident Analysis
las produced and is tabled herewith.
[The site visit remains planned for the week of 6/9.
[This level of this action was completed.
391) 2 3 {The A&L general visitor procedure was amended. Copy herewith.
[The ICL Pathway Resolution Plan was updated. Copy herewith.
ICL Pathway now seeks agreement to this Resolution Plan.
[The Resolution Plan is tabled herewith.
ICL Pathway now seeks agreement to this Resolution Plan.
408 I 3 2 \Aresource model workshop was held in Feltham on 7-8/9.
(Considerable numbers of changes were identified to the scripts, and
Inew scripts have now been produced and agreed. The scripts were
delivered to ICL KnowledgePool on 3/9 and they carried out work
lover the weekend to familiarise their trainers with their content and
delivery process. The scripts were introduced into the live
lenvironment on 8/9 and will be executed as a ‘Cash Account domain’
initially with 12 trainers on Wednesday p.m. and Thursday a.m. The
trainers have also received appropriate training in the use of
IPowerHelp, the HSH call management system. HSH staff will be
progressively trained in the use of the scripts by the trainers such that
six staff will have been trained by 17/9 and a further 14 by 30/9.
(At the workshop, agreement was reached between POCL and
Pathway that Cash Account calls were indeed a special case. The
initial HSH resource model made no distinction between Cash
‘Account and other call types and did not correctly predict the
imbalance in call incidence on Wednesdays and Thursdays. Our
Imodified model is now able to show clearly the change in daily
orkload and confirms the need for additional staff to be available
specifically to handle these Cash Account calls.
e have used the modified model to calculate the minimum staffing
levels required for the Cash Account call handling workload and this
will be monitored over the coming weeks and months to ensure that
ithe parameters to the model reflect real life experience as closely as
possible. Initially, this process will be over-resourced but it is
intended that this will be moderated over time as Cash Account script
performance is confirmed and HSH staff recruitment is accelerated.
412I - - IA Resolution Proposal is tabled herewith.
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413} - - ICL Pathway has sought but has not (as of 8/9) received the
evidential material specified in the outline Acceptance Incident.
‘Accordingly ICL Pathway will treat this incident in accordance with
Section 3.4 of the Supplemental Agreement, if the evidential material
lis supplied by 15/11.
(Al now withdrawn.
© 1999 ICL Pathway Ltd COMMERCIAL IN CONFIDENCE Page 18 of 19
ICL Pathway
FU
Acceptance Workshop Ref:CR/ACD/001
. Version:4.0
ICL Pathway Action Record Date:17/9/99
FUJ00079174
}J00079174
Category Bs and Cs
The statuses of ‘B’s have been completely revised. Now included as ‘B’s
are 378, 391, 369, and 412, but see entry for 412.
‘Bs’ I 1 1 (211 Final Al Analysis published 16/9.
218 Final Al Analysis published 16/9.
1298 Final Al Analysis published 16/9.
314 Final Al Analysis published 16/9.
342 Final Al Analysis published 16/9.
361 Final Al Analysis published 16/9.
[Pathway seeks Closure of this Al.
369 Final Al Analysis published 16/9.
371 Final Al Analysis published 16/9.
Pathway seeks Closure of this Al.
372 Final Al Analysis published 16/9.
376 Final Al Analysis published 16/9.
378 Final Al Analysis published 16/9.
390 Final Al Analysis published 16/9.
391 Final Al Analysis published 14/9.
395 Final Al Analysis published 16/9.
[Pathway seeks Closure of this Al.
408 Final Al Analysis published 14/9.
412 Final Al Analysis published 16/9.
[Pathway seeks recategorisation of this Al to Low.
‘Cs’ variou I An initial meeting was held between JA and JD on 7/9.
s This defined the 39 Als to be addressed and most of the
actions. These will be followed up on 10/9.
30 Of the original 39, POCL has Closed nine, ICL Pathway
is actioned on seven and POCL actioned on 21.
25 Currently 25 None-Lows
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