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Cases Is Applicable? Are we complaint?

Knowledge Articles for issue resolution are created /


signed-off and shared in common repository Yes Yes -Partial

Knowledge Articles are checked and re-certified at


regular frequencies Yes Yes -Partial

Knowledge Articles have clear steps with screen-


shots and validation steps Yes Yes - 100%

A process in place to raise any ambiguities in


Knowledge Articles and they are tracked to closure
immediately Yes Yes - Partial

Knowledge Articles are mapped to issues / tickets to


eliminate judgmental decisions Yes Yes - 100%

Any exceptions are clearly visible in Knowledge


Articles

Escalation procedure is clearly documented in


Knowledge Article Yes No

Use a standard template for the Knowledge Articles Yes Yes - 100%

Knowledge Articles are correctly tagged so that the


right ones are retrieved quickly during issue
resolution Yes Yes - 100%

Adopt the practice of using and updating Known


Error Database (KEDB) to maximum extent possible Yes No

knowledge sharing sessions are happening within


and across the teams and are recorded Yes Yes - 100%

Dependency on key associates with respect to


system/application knowledge is reviewed and
mitigated Yes Yes -100%

Application, System, Business and Technical


documentation is present and updated frequently Yes Yes - Partial
Process and Tools documentation and induction
manual is available and updated frequently Yes Yes -100%
Complaint - Remarks Non complaint - Remarks

The knowledge articles for major issues have been


created and placed in Actisure shared path. But so far
we have created articles only for major batch failures
and for some recurring issues in the form of SOP.

The knowledge articles created by TCS associates are


reviwed and updated regularly. But the user manuals
given by Activus has not been updated.

The knowledge articles are clear and precise with


screenshots wherever necessary

Currently there is no ambiguity in the knowldege


articles. But the user manuals are placed in different
folders. We need to consolidate them and place in a
defined path.

The existing each knowledge articles are mapped to


specific issue.

We are following the escalation procedure


but this has not yet been documented.

We are using standard AXA template for all the user


manuals created by us. Activus user manuals are in
their own template.

Each knowledge article is assigned right title and


placed in correct folder for easy and quick access.

Currently we dont have any form of KEDB


other the documentation of major recurring
issues.

All the formal KSS have a relevant PPT.

Complex issues are randomnly picked by every team


members and the required cross training is done.

There is no business related documents. We have only


system specific user manuals.
The induction manuals created by TCS are reviewed
and updated regularly.
Not applicable - Reason