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