Process Maturity Measurement System

Objective: To measure the maturity level of the VIP user support process availability
and adherence in line with ISO 20000 with systematic, uniform and scalable
measurement system.
Periodicity: Post implementation quaterly review
Responsibility: Program manager to carry out self assessment and
regional SPOC to carry out audits minimum bi-annually
Exclusions: In case
any particular services are not part of the SLA it can be treated as NA (Not applicable)
and update in remarks columns. In these specific cases with approval from regional
PMO spoc and PMO HO it can be treated as Yes.

Internal, Restricted Ver1.2 Last Modified by - Raghav

 FAQ
Q: Is it different from ISO checklist?
A: Yes this more exhaustive than ISO checklist and the approach is different. ISO
checklist is more focused, restricted on ISO framework clauses where in PMMS
is specific to services and covers all critical steps, deliverables of a process.
Q: I have checklist used in my site/region?
A: Please mail me the same and the points shall be added to PMMS to enhance
the capability of the same.
Q: What is the significance of weigtage given to questions?
A: All Critical questions have been given 2 and to balance the calculation few of them are
with 3. All other questions are with 1 and nothing beyond this.
Q:If level 2 is fail and level 4 is pass is that mean process is at Level 4?
A: No one cannot claim next level unless previous levels are cleared.
Q: Ratings may vary from person to person?
A: Most of the questions are closed ended questions and straight. In additions to that
explanation comments are added for each questions to reduce the gaps. For further
clarification contact regional PMO spoc or PMO HO

Q:CSAT is measured on over all services. Does this means all services are met?
A: No unless we share services wise performance and measure satisfaction specifically
for each services one cannot rate on over all basis.

Q: In case of any clarification whom do I contact?

A: Contact PMO regional SPOC or PMO HO

Internal, Restricted Ver1.2 Last Modified by - Raghav

 PMMS SUMMARY STATUS
Account Name YES Bank
Level-1 Level-2 Level-3
Pre-requisites Process Capability Quality control
Service Delivery

VIP Support PASS PASS PASS

Internal, Restricted Ver1.2 Last Modified by - Raghav

 Level-4 Level-5
Management Customer
Information Interface
PASS PASS
 Raghav:
Wipro MIT - Assessment KIT For Measuring Effectiveness of VIP User Support Only Select "YES" o
dropdown menu. S
populate.

Level 1 - Pre-requisites (Yes or No) Score

1. Is scope of VIP Support with deliverables clearly defined and understood by the VIP support
C YES 2
team?
C 2. Is there existing VIP User Data Base with exhaustive profile and requirements? YES 2
C 3. Is all engineers have understood their Roles and Responsibilities? YES 2
4. Is all the engineers have undergone the induction program on site specific knowledge along with
YES 1
tool & process
Level 1 - Score PASS 7
Level 2 - Process Capability
C 5. Does all the engineers have the VIP Users database? YES 2

C 6. Does all the engineers use the 15 Minutes Wrap up methodology in resolving calls if applicable ? YES 2

7. Does the communication Mailers reach the Power users on defined time frame? YES 1
8. Do the PM share the Executive Summary with the customer on defined time frame. YES 1
Level 2 - Score PASS 6
Level 3 - Quality Control
C 9. Are all the engineers effectively using the solutions that are uploaded in the K-Base YES 2
C 10. Are the engineers selected on the pre-requisites of the VIP user Support? YES 2
11. Does the deliverables, SLA and reports are set and reviewed either targets or objectives for VIP
YES 1
Support?
12. Does the organization use any tools to the Call Management? YES 1
Level 3 - Score PASS 6
Level 4 - Management Information
13. Do you provide management with information on all service deliverables and any changes in the
C YES 2
team?

C 14. Do you provide management with information concerning to replacement of resources? YES 2
15. Do you provide management with information concerning customer satisfaction with VIP Support
YES 1
services?
16. Is performance of the team reviewed with management regularly? NO 0
Level 4 - Score PASS 5
Level 5 - Customer Interface
17. Do you check with the customer that the activities performed by VIP Support team adequately
C YES 2
support their business needs?
C 18. Do you check with the customer that they are happy with the services provided? YES 2
C 19. Are you monitoring the customers value perception of the services provided to them? YES 2
Level 5 - Score PASS 6

Performance
Quantitative Measurement -- On a quarterly basis
Score
C 1. Avg. CSAT score on VIP user support
C 2. Avg. Response Time
C 3. Avg. Resolution Time
C 4. Number of repeat/reopened calls
C 5. Number of escalation Received by PM and above wrt to vip user management
C 6. Number of appreciation Received on the VIP user support
Total Score

Sign-off from the delivery - On the above audit / Health of the domain performance Account YES Bank

PM Name Vaibhav Sawant

PMO SPOC NAME - Date of Audit
PMO SPOC Signature PM Signature

Internal, Restricted Ver1.2 Last Modified by - Raghav

 Performance Graph
Account Name YES Bank

VIP Support Service

Summary
10
8
6
4
2

Your Sc ore

Internal, Restricted Ver1.2 Last Modified by - Raghav

 Raghav:
Only Select "YES" or "NO" from the
dropdown menu. Scores will automatically
populate.

Remarks

YES Bank

Vaibhav Sawant
Signature