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http://cotecnet/C:\Documents and Settings\gvaduquenne.EUROPE\Desktop\21 juillet\OSR HQ Ops Manual.docx

1.0 F. Duquenne 26/07/2011 A. Baranga 1/27

Operations Support Request (OSR)

HQ Operations Manual

COTECNA INSPECTION SA 58, rue de la Terrassière P.O. Box 6155 CH-1211 GENEVA 6 Tel. + 41 22 849 69 00 Fax + 41 22 849 69 89 [email protected] www.cotecna.com



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ISSUE REVISION DATE PAGES UPDATED/ADDED/DELETED APPROVAL

OSR HQ Operations Manual - RECORD OF CHANGES



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Table of Contents

Table of Contents 2

1. Introduction 4

2. The HQ Operations team 4

3. OSR Workflow 5

4. OSR Follow-up form 7

5. Role of the Leader 9

6. Role of the Coordinator 12

7. Role of the Administrator 12

8. KPI 24

9. OSR raised by HQ Operations 27

10. Naming Convention 27

11. What to do if the workflow is blocked 27



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1. Introduction The Operation Support Request system has been developed to provide all those involved directly in Operations with a system where they can request assistance in any matter related to daily operational activities regardless the area of operations these requests may relate to (i.e. LOs or IUs Office Operations, Scanning Operations, CRMS Operations or Port Operations) The OSR system is accessible via Cotecnet and offers a direct line of communications to HQ Operations team through a system that consolidates the requests for operational support ensuring these are allocated to those having appropriate expertise and as such able to provide the most relevant support as soon as possible. Through Cotecnet and SharePoint technology, all the data are stored allowing the users to have full transparency and traceability on the way these support requests are processed enabling knowledge sharing and continuous learning through easy access to valuable information related to past experiences. Since the OSR system is fully transparent, the IU/LO should not use it with confidential information as we cannot guarantee that the confidentiality will be preserved. The goal of this document is to make a presentation of the OSR system from the point of view of HQ Operations. It will not explain how to create an OSR or what an OSR is. For that purpose please refer to the User Manual.

2. The HQ Operations team: Coordinator: in charge of allocating the OSRs to the Leaders.

Adrian Baranga

Leader: processes the OSRs from the analysis to the publication of the final results & the confirmation of the satisfaction of the Requestor.

Geoffrey Ades Mark Crook Sue Keen Gary Fogg

Beth Stearns Cédric de Beauregard Adrian Baranga

Administrator: in charge of basic maintenance & status management.

Justine Espiard Beth Stearns (Backup) Sue Keen (Backup)

http://cotecnet/institutional/operations/Shared%20Documents/OSR%20USER%20MANUAL.pdf



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3. OSR Workflow For your reference the graphical workflow of an OSR is available here. It has also been simplified in the user manual. Clarification of the workflow of an OSR within HQ Operations is as follows:

The Coordinator receives a notification in which a link allows him to allocate the OSR to a Leader and to one or two backup Leaders. He/She can also add a recommendation to the Leader in the OSR follow-up form (see section 4 below for details). The OSR is “Acknowledged”.

The Leader & the backup Leaders receive a notification which informs the Leader that he/she has been allocated an OSR. At this stage, the Leader reviews the OSR via the link, checks if all the necessary information is included, reads the recommendation(s) from the Coordinator ,if any are mentioned, and finally accepts or rejects the OSR by clicking on the included link. The OSR is “In process” if accepted by the Leader or “Rejected by Leader” otherwise.

http://cotecnet/institutional/operations/Shared%20Documents/OSR%20Workflow.pdf




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A confirmation of acceptance or rejection of the OSR is sent to the Requestor.

The Leader, in accordance with the backup Leaders, publishes his/her results in the OSR follow-up form (see section 4 for instructions on how to complete it). The OSR is considered “completed”.

A notification is sent to the Requestor & the Supervisor. The notification includes a link to

the results & a link to the survey form.

The Coordinator receives a notification which contains the text of the results published by the Leader.

The Leader receives a notification when the Requestor has completed the Survey form.

The OSR is considered “closed”.



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4. OSR Follow-up form The Leader will complete his/her results in the OSR follow-up form. Further detailed instructions regarding the role of the Leader can be found in section 5. The difference between the OSR form and the OSR follow-up form is that the OSR form is completed by the Requestor and the OSR follow-up form is completed by the Leader. The OSR follow up-form also contains more fields to complete. We will review the important fields of the Follow-up form.

* The Requestor must attach the documents related to his request while the

Leader will attach the documents supporting his conclusions.

Category: the Leader must assess the correct category if wrongly selected by the Requestor

Sub-Category: the Leader must select the sub-category (which follows the HQ Ops scope of work)

Contract & Application: the Leader must verify that correct entries have been selected. He must modify the entries to reflect the correct ones if necessary.

Attach file: the Leader must attach additional documents which help to substantiate the conclusion(s)*

Content type: select the type of OSR form. Follow up form is set by default



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Allocations: Leader(s) to which the OSR has been allocated to by the Coordinator

Rejection reason: if the OSR is rejected by the Leader, he must edit the OSR and select a reason

Related Issues: before considering the OSR, the Leader should search for related issues using the “search” option and add them to the OSR here with the “Add” button.

Findings/conclusions: the Leader enters the results of his investigation

Actions Recommended: the Coordinator (ABA) can enter his comments in this field.

Publish Final Result: He leaves it unchecked to save the OSR which can be re-edited at a later stage if necessary. The Leader checks this box if the OSR is finished and is ready to be published to the Requestor

Link to survey: the link will be inserted automatically when result is published

OK: OSR is published if “Publish Final Result” is checked otherwise the OSR is only saved.

Due date: Result of the OSR must be published by that date. The suggested priority levels are:

Normal: 4-5 days

Medium: 2-3 days

High: 1-2 days

http://cotecnet/institutional/operations/support/Lists/Operations%20Support%20Requests/Search%20View.aspx



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5. Role of the Leader

It is recommended to search for similar cases before starting to process the OSR. If the Leader finds similar cases then he/she adds them to the Related Issues. They are sorted by OSR ID number. The Related Issues are useful because it is possible add this column to any of the views. For details on how to create view, please refer to the User Manual.

The field “Actions Recommended” within the OSR follow-up form is used by the Coordinator (ABA) to comment on the content of the OSR. Therefore it is absolutely necessary that the Leader considers the recommendations from the Coordinator. Also, it is important to be extremely cautious with the wording used in this field as it will visible to all Cotecna employees once the OSR is published on Cotecnet.

The title of the OSR must not be amended by the Leader.

The Leader must check that the category selected by the Requestor is correct. He/She has the right to select a more appropriate category if necessary.

It is important that the Leader selects the appropriate “HQ Ops Sub-Category” which is situated just below the “Category” drop down list.

The Leader must also check that the Contract & application are correctly mentioned. Amendments are encouraged.

The Leader must attach all the relevant documents (emails, invoices, etc…) to the OSR which have helped him to prove his/her case. Please refer to the Naming Convention section for applying a correct name to the files. The Requestor is still responsible to attach all the documents which are essential for the analysis of the OSR.

Any change made to the OSR can be saved by clicking on the “OK” button.

The Survey form must be completed by the Requestor. It is the responsibility of the Leader to ensure that all surveys related to his/her OSRs are completed within 5 working days. This can be easily monitored by locating your OSR not closed using this method. The Administrator will send Reminders to the Leaders if survey forms are not returned, for them to send a reminder to the Requestor ensuring the Survey is completed.

The following template can be used to send the reminder to the Requestor:

Insert the “edited” link of the Survey form inside the Reminder sent to the Requestor. The

Leader should paste the link to the survey form which is ready to be completed by the Requestor. We will explain how to find this link.

Locate the OSR for which a Reminder needs to be sent to the Requestor to

complete the Survey form using the method described here.

http://cotecnet/institutional/operations/support/Lists/Operations%20Support%20Requests/Search%20View.aspx


http://cotecnet/institutional/operations/Shared%20Documents/Satisfaction%20Survey%20Reminder.oft



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Move your mouse over the subject of the OSR and left click.

Scroll down to the bottom of the OSR and left click on the Survey form link.

Click on “Edit Item”.

Copy the Survey form link located in the Internet Explorer address bar.

Paste this link within the Reminder Template.

Specify the number of the OSr in the subject and send the reminder to the Requestor.



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If the result of the Satisfaction Survey has not completely satisfied the Requestor – it is mentioned in the notification received by the Leader:

o The Leader must contact the Requestor in order to address the issue. This should be

done exclusively by email to ensure traceability. All follow-up communication should be attached to the survey form.

o Finally the Leader must complete the last column “follow-up” mentioning the action taken within the following spreadsheet.

Satisfaction survey results YTD 2011

For additional information on “My OSRs” page, please refer to the User Manual.

All the comments made in the OSR by the Leader must stay professional as they are accessible by everyone. Aggressive or familiar comments must be avoided.

If a task has been assigned through an OSR, then it must be transferred to the Task Management System. The OSR should be rejected with a comment that it is transferred to the Task Management System. The Leader may contact the Administrator to allocate the task.

When an OSR covers several topics and therefore the Leader needs assistance of other HQ Operations resources, he/she should request such assistance by email to his/her Supervisor.

The Leader may reject an OSR using the link in the Notification. He/She will add the reason for the rejection in the comment box. It is also very important to select a reason in the drop down list “Rejection Reason” within the OSR follow-up form or the Leader can specify his/her own reason in the free text box.

The OSR should be published by the “due date”, established by the Coordinator mentioned in the follow-up form. If the Leader is unable to meet the deadline then he/she must inform the Requestor by email.

It is possible that an OSR might be allocated to another Leader. In this case, the first Leader must inform the new Leader and provide him with the link to the OSR.

Attach follow-up communication (email)

http://cotecnet/sites/operations/hq-operations/support/Shared%20Documents/Satisfaction%20survey%20results%20YTD%202011.xls

http://cotecnet/institutional/operations/support/default.aspx


http://cotecnet/sites/operations/hq-operations/support/Shared Documents/Satisfaction survey results YTD 2011



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6. Role of the Coordinator

Upon reception of the notification, he/she allocates the OSR to a HQ Operations Leader. He/She also puts in copy one or two backup Leader(s).

He/She can also enter his/her comments in the “Actions Recommended field” of the OSR. As these comments can be accessible to anyone, cautious wording should be used.

He/She reviews the final result of the OSR that he/she receives through a notification.

7. Role of the Administrator

The Administrator will keep all the Notifications in a dedicated folder inside Outlook. It will allow him to resend the notification if necessary. Also it is a proof that an actor has received the notification.

The Administrator may be required to assist HQ Operations reporting with regard to KPIs when necessary.

The Administrator should keep the User & HQ Operations OSR guidelines up-to-date.

The Administrator is responsible for all the modifications that must be done on the OSR System. He/She should liaise with the relevant HQ Operations Member & SharePoint developer.

The Administrator should regularly check that the follow-up in the Satisfaction survey results YTD 2011 spreadsheet is correctly completed by the Leader.

Closing OSR raised by HQ Operations. Members of HQ Ops are sometimes requested to offer support through alternative means to the OSR system (email, telephone). To ensure the work is recorded, an OSR needs to be raised. In this case HQ Ops members are not required to complete the Satisfaction Survey Form. Therefore the Administrator must close the OSR himself/herself. OSRs must be closed regularly before month end to ensure accurate KPI reporting.

There are two methods to locate the OSRs which have been created by HQ Operations or

Senior Management. It is recommended to use the first method as the other one depends on filling out correctly the OSR form by the Leader.

Method 1. Under the view “All OSRs – By status”, expand the “Completed” group. The OSRs

which must be “Closed” are the ones created by members of HQ Operations and/or Senior Management. You can find their names under the “created by “column. Note the OSR ID number.

OSR ID

« Completed » group HQ Ops member who created an OSR

http://cotecnet/institutional/operations/support/Lists/Operations%20Support%20Requests/By%20Status.aspx



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Method 2. Under the view “All OSRs”, select the filter “OSR Raised by HQ Operations” in the “HQ Ops Sub-Category” column as shown below:

This method is effective only if the Leader selects the appropriate HQ Ops sub-category in the OSR follow-up form (see section 9 for further details)

Change the view to “All OSRs”

In the menu “Actions”, select “Edit in Datasheet”.

Find the OSR ID in the datasheet using the scrollbar or the filter “OSR ID”.

Click on this arrow to display the OSR ID filter and then find the number

Or use the scroll bar

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Move the mouse over the « HQ OPS Sub-Category » column header and click on the yellow arrow. Then select “10 OSR Raised by HQ Operations”. Only the OSRs raised by HQ Operations will be

displayed

http://cotecnet/institutional/operations/support/Lists/Operations%20Support%20Requests/AllItems.aspx

http://cotecnet/institutional/operations/support/Lists/Operations%20Support%20Requests/AllItems.aspx



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Once the OSR ID has been found, change the status to “Closed” and finalize the process by clicking in another cell.

It is important to check that the Leader has selected the HQ Ops sub-category “OSR raised by HQ Operations” when OSR is created by a HQ Ops member (see section 9 for details). In the case it is not selected then the Administrator should do it within the datasheet as shown below.

Managing the Satisfaction Surveys: the Administrator must control that the Leader has answered to the Requestor when he/she is not satisfied with the result of the OSR. OSRs must be closed regularly before month end to ensure accurate KPI reporting.

How to locate the “Not Satisfactory” survey forms:

i. Click on “Satisfaction Results” in the KPIs navigation bar.

ii. Select the “Not Satisfactory” group.

Select “Closed” and click in adjacent cell

http://cotecnet/institutional/operations/support/Lists/Support%20Satisfaction%20Survey/Satisfaction%20Results.aspx

http://cotecnet/institutional/operations/support/Lists/Support Satisfaction Survey/Satisfaction Results.



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How to confirm that the unsatisfied customer has received assistance from the Leader:

The survey form should have an attachment. If there is no attachment to the form then it means that either the Leader has not finished his/her assistance or he/she has not started.

For the Survey forms without attachment, a reminder to complete the assistance should be sent to the Leader once a week or in accordance with the Leader.

OSR not “Accepted” or “Rejected” by the Supervisor after 5 working days. The Administrator sends a reminder to the Supervisor.

How to locate these OSRs.

i. Click on “Active OSRs” in the OSRs

List navigation bar

ii. Select the “New” group

Check the “created” date and send a reminder or reject the OSR if necessary.

OK

Assistance in progress or not started. Reminder to be sent.

http://cotecnet/institutional/operations/support/Lists/Operations%20Support%20Requests/Active.aspx

http://cotecnet/institutional/operations/support/Lists/Operations Support Requests/Active.



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How the Administrator rejects an OSR: the Administrator clicks on the subject of the OSR which is in the group “New” from the list “All OSRs – By Status”.

In the next screen, the Administrator edits the item.

Then the Administrator selects the OSR Follow-up form

Finally the Administrator mentions the reason for the rejection of the OSR (Failure to Accept OSR by Supervisor after 7 days despite Reminder sent) and clicks the “OK” button.




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OSR not allocated by the Coordinator after 24 hours: the Administrator should send a reminder. If the Coordinator is on leave, the Administrator should send the notifications to an HQ Operations Manager.

How to locate OSRs not allocated by the Coordinator.

i. Click on “Active OSRs” in the OSRs List navigation bar

ii. Select the “Approved by Supervisor” group

Check the “Supervisor Approval Date” and send a Reminder to the Coordinator if necessary.

OSR not “Accepted” or “Rejected” by the Leader after 24 hours: the Administrator should send a reminder to the Leader to approve or reject the OSR.

How to locate these OSRs.

i. Click on “Active OSRs” in the OSRs List

navigation bar

ii. Select the “Acknowledged” group







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Check the “Allocated to” date and send a reminder if necessary.

OSR has not been published by the Leader by the due date + 24 hours. The Administrator sends a Reminder to the Leader asking him to publish the OSR within 24 hours.

How to locate overdue OSRs.

i. Click on “Active OSRs” in the OSRs List navigation bar.

ii. Select the “In process” group.

Check the “due date” and send a Reminder to the Leader if necessary.





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OSR not “Closed” by the Requestor after 5 working days:

How to locate OSRs not “Closed” by the Requestor: when the Leader publishes the result of the OSR, a survey form is sent to the Requestor & the status of the OSR is set to “Completed”. To be “Closed”, the Requestor has to fill the Survey form. When the status of the OSR is “Completed”, it means that the Survey form has not been filled by the Requestor. The Administrator should therefore looks for the “Completed” OSRs.

i. Click on “All OSRs – By Status” in the OSRs List navigation bar.

ii. Select the “Completed” group.

The Administrator should check the “final result publication date” of the OSR and send Reminder(s) to the Leader if necessary.




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OSR Number has not been generated: sometimes, the OSR ID number is not generated. The Administrator can solve this problem.

Access the workflow page.

Start a new Workflow. On the next page, click “Support Request Workflow”

Finally, on the next page click “Start” and wait until the page has refreshed.

This will restart the workflow. It may be necessary to resend a notification. Please check the workflow to see where it is stopped.

Move your mouse over the OSR subject/title then click on the yellow square

Click here

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Adding a new Supervisor or a new Leader actor. The OSR system is made of four different groups of persons.

Requestors: all Cotecna employees who have a Cotecnet login. They can raise an OSR. Supervisors: IU & LO Managers (General & Operations Managers) who will accept or

reject the OSR created by their local staff. Leaders: HQ Operations members who will process the OSR. Administrators: they are in charge of the maintenance of the OSR system.

Note: Ops Manager, PA Community, Global PA & WCO HS CODE groups are invalid and must not be used.

We will explain how to add a Supervisor or a Leader.

Select “People and Groups” from the “Site Actions” menu on the right of the Operations Support Site.

Select “OSR-SUPERVISORS” group or “OSR-LEADERS” group depending on which actor needs to be added.

Click here and then navigate

here

http://cotecnet/institutional/operations/support/_layouts/people.aspx?MembershipGroupId=4073



http://cotecnet/institutional/operations/support/_layouts/people.aspx?MembershipGroupId=





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Select “Add Users” in the “New” menu located at upper left side of the page. The procedure is the same with the Leaders & the Supervisors.

In the next page, you have to enter the surname of the actor, click on “check Names” and right click on the surname, it proposes possible entries. Choose the correct one.

Then you select the group to which the actor should be added using the drop down list.

Finally you choose to send or not a welcome email, then click to add the user to the selected group.

Click on « Check Names »

Enter surname

Right click on surname and select proposition

Select the group

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http://cotecnet/institutional/operations/support/_layouts/aclinv.aspx?GroupId=4072&Source=http%3A%2F%2Fcotecnet%2Finstitutional%2Foperations%2Fsupport%2F%5Flayouts%2Fpeople%2Easpx%3FMembershipGroupId%3D4072

http://cotecnet/institutional/operations/support/_layouts/aclinv.aspx?GroupId=4072&Source=http://cotecnet/institutional/operations/support/_layouts/people.aspx?MembershipGroupId=



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How to access the workflow of an OSR or a Survey form. It is sometimes useful to verify the workflow in order to see at what stage the process is blocked. The Administrator will then be able to take the required action (to send a reminder or to resend a notification).

Accessing the workflow of an OSR or a Survey form is the same procedure. We will then explain how to do it for an OSR.

The workflow of the OSR will display.

Click on « Support Request Workflow »

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Move your mouse over the subject of the OSR, click on the yellow square to display the drop down list and select “View Workflow History”



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8. KPI The KPIs are used monthly by HQ Operations reporting in order to provide statistics to the Management & also to better manage the distribution of OSRs to HQ Operations members. There are two types of KPIs:

KPIs on OSRs

KPIs on Survey forms The KPIs are self-explanatory however we will make a brief description of each KPI list: N° of OSRs created by month: it displays the OSRs created by month for all the years since the

beginning of the OSR system. N° of OSRs completed by month: it displays the OSRs for which the status is currently “completed”. N° of OSRs closed by month: it displays the OSRs closed by month for all the years since the

beginning of the OSR system. Average completion time: it displays the average completion time to process an OSR from the date

it is received by HQ Operations to the date it is published. Issue Results: KPI on survey forms which displays the forms sorted by results (issue resolved or not

resolved). The third group (no answer) shows mostly the survey forms for which the OSR was created by a HQ Ops member (they are not required to complete the survey).

Satisfaction Results: it displays the forms sorted by level of satisfaction (very satisfactory, satisfactory, and not satisfactory). Here again, the third group shows the survey forms for which the OSR was created by a HQ Ops member.

It is always possible to determine which KPI is viewed by checking its name on the view list which is on the right of the screen as shown below:

http://cotecnet/institutional/operations/support/Lists/Operations%20Support%20Requests/Created%20by%20Month.aspx

http://cotecnet/institutional/operations/support/Lists/Operations%20Support%20Requests/Completed%20by%20month.aspx

http://cotecnet/institutional/operations/support/Lists/Operations%20Support%20Requests/Closed%20by%20month.aspx

http://cotecnet/institutional/operations/support/Lists/Operations%20Support%20Requests/OSR%20average%20completion%20time.aspx

http://cotecnet/institutional/operations/support/Lists/Support%20Satisfaction%20Survey/Issue%20Results.aspx

http://cotecnet/institutional/operations/support/Lists/Support%20Satisfaction%20Survey/Satisfaction%20Results.aspx



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Description of the time indicators: The week-end days are taken into consideration but not the national holidays. Time to allocate: it shows the number of days that the Coordinator (ABA) takes to allocate the OSR

to the Leader from the day the OSR has been accepted by the Supervisor. 0 day means that the OSR has been allocated the same day it has been received by HQ Operations.

Time to accept by Leader: it shows the number of days that the Leader takes to accept/reject an

OSR from the day he/she has received the notification of allocation from the Coordinator. 0 day means that the Leader has done the task the same day as the reception of the notification.

Time to process the OSR by HQ Ops: it shows the number of days that it takes HQ Operations to

publish the final result of the OSR from the day the OSR has been accepted by the Supervisor in the notification. 0 day means that the result has been published the same day as the one the OSR has been accepted by the Supervisor.

Time to publish Final Result: it shows the number of days that it takes the Leader to publish the

final result from the day the OSR has been accepted by him in the notification. 0 day means that the Leader has published the final result the same day that he/she has accepted the OSR.

Time to complete the survey: it shows the number of days that it takes the Requestor to return the

survey form dully filled from the day the final result has been published. 0 day means that the survey form has been return the same day.

It is useful to mention that the “Month” column found in the OSR system shows the number of the month and not the day. On the left is the column as shown in an OSR list. The right picture is the filter choices for the “Month” column. It shows how months are displayed by the OSR system.



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Sharepoint is not an appropriate tool to perform advanced calculations. It is much easier to do it directly within Excel.

We will explain how to export an OSR list to Excel. As an example we will export the list “Average Completion Time”.

Click on the link “Average Completion time” to display the list.

In the menu, click on “Actions” and select “Export to Spreadsheet” in drop down list.

Click on “Open”

This opens a spreadsheet with filters & formatting already set up in which the KPI calculations can be performed.

http://cotecnet/institutional/operations/support/Lists/Operations%20Support%20Requests/OSR%20average%20completion%20time.aspx



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9. OSR raised by HQ Operations Members of HQ Ops are sometimes requested to offer support through alternative means to the OSR system (email, telephone). They will therefore raise an OSR in order to record the support provided. However, HQ Ops members are not requested to fill in the Survey form. To close the OSR, the Administrator will need to locate those OSRs and close them manually. For that purpose, the Leader must select the HQ Ops Sub-Category “OSR Raised by HQ Operations” in the OSR follow-up form.

10. Naming Convention In order to make a distinction between the documents uploaded by the Requestor and the documents uploaded by the Leader. It is recommended to apply the following naming convention for all files uploaded:

Files uploaded by the Requestor: the core name of the file remains unchanged: invoices.jpg

Files uploaded by the Leader: the core name of the file is preceded by the prefix HQ, e.g.: HQ invoices.jpg

11. What to do if the workflow is blocked The OSR follows a workflow. Each action performed by the users moves the workflow to the next step. However it happens sometimes, although not often, that the workflow stays blocked at one step.

To fix this problem, edit the OSR follow-up form, add a character (a dot, comma, space, etc…) and click

, this should unblock the workflow. If not then please contact the administrator who will

liaise with the Communications Department.

mailto:[email protected]

test

Documents

hq operations team

osr system

scanning operations

port operations

crms operations

area of operations

osr workflow

ius office operations