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LL MM MM SSSSSS
LL MMM MMM SS
LL M MM M SSSSSS
LL M M M SS
LLLLLL M M M SSSSSS
HOTLINE SUPPORT DOCUMENT
Version 4.4
LMS Hotline Support Document
Introduction ........................................ 2
Revision History......................................2
Problem Notification Process Steps .................. 3
SCU Corrective Action Support Plan .................. 4
Problem Management Timetable ........................ 5
System Problem Report (SPR) Form .................... 6
Analysis and Corrective Plan Form.....................7
User Acceptance Notification..........................8
Page 2
INTRODUCTION
------------
The purpose of this document is to describe the expectations placed
upon the user sites as well as Logistics Management Solutions
Creation Unit (SCU) and McHugh Freeman and Associates (MFA) in the
support of the Logistics Management System (LMS). This document will
describe timetables, severity levels, site expectations, and SCU
support methods and plans.
Comments, questions and suggestions may be submitted to:
Deb Charpentier SBUOA::CHARPENTIER 237-6635
Exchange - [email protected]
Walt Tucker SBUOA::TUCKER 237-6697
Exchange - [email protected]
This document can be found in note #45 of the LMSCU::LMS notesfile.
REVISION HISTORY
----------------
Version 4.4, March 25, 1997
-- Update mail addresses
-- Update Notes file Location
Version 4.3, December 3,1996
-- Updated mail addresses
-- Remove reference to site Colorado (CXO)
Version 4.2, October 8, 1996
-- Site SCAT team revised; NIO SCAT team added
-- LMSCU Program Office revised; Linda removed
Version 4.1, August 23, 1996
--MFA beeper number modified
Version 4.0, April 29, 1996
--Site SCAT teams revised; CXO SCAT team added
--References to LMSCU organization changed to SCU
Version 3.2, December 6, 1995
--Beeper number modified
--Additional PIN numbers provided
Version 3.1, September 14, 1995
--US Beeper Phone Number for MFA has been changed
Version 3.0, May 9, 1995
--Modification to AYO/KAO SCAT members
--Modification to Severity 3 definition
--Addition of Severity 4
--Modification to SPR form regarding severities 3 and 4
--Inclusion of reference to MPGS::LMS notesfile
Version 2.7.1, January 19, 1995
--Addition of telephone number from outside of U.S. for
MFA's SKYPAGE beeper;
--Clarification of wording of7 x 24 coverage
--Revision to Linda Vaughan's DTN
Version 2.7, December 1, 1994
--Correction in Revision History section of Version
LMS.HOTLINE_KAO931216 to Version LMS.HOTLINE_KAO931108.
--Revision to AYR contacts.
Version 2.6, October 18, 1994
--Revision History section added.
--Added Ayr, Scotland contacts.
--Revised process to include:
--LMSCU assignment of LMSCU ID# for tracking
--LMSCU distribution of Analysis/Corrective Plan form to
sites;
--User Acceptance Notification submitted by site identifying
problem to LMSCU::ACCEPTANCE
--Notification by sites to LMSCU that release has
been implemented
--References to severity levels 4 (enhancement to LMS) and
5 (no functional impact to LMS) have been removed.
Refer to LMS Release Management Process for
requests for enhancements. Available from LMSCU.
Version LMS.HOTLINE_KAO940506
--Addition of Linda Vaughan to LMSCU contacts
Version LMS.HOTLINE_KAO931108, November 8, 1993
--KAO implementation
Page 3
PROBLEM NOTIFICATION PROCESS STEPS
----------------------------------
1. LMS User alerts LMS Site Corrective Action Team (SCAT) (expert users)
of problem. (SCAT Team must consist of Business user experts and
IM&T technical experts)
2. SCAT Team coordinates contact with SCU/MFA with site approved contact
list which includes:
For Kanata: Todd Doucet (backup Brian Wells) and
Monica Mandia (backup Shairoz Velji).
For Ayr: Martin Route (backup Brian Dunsmuir) and
AYO IM&T Help Desk
For NIO: Deb Richard (backup Tom Ruest) and
Steve Dupuis (backup Narayan Krish)
3. Only the approved contact lists are authorized to notify SCU or
MFA providing the attached System Problem Report Form to:
LMSCU::HOTLINE. See template attached.
Group Contact # Service Hours Support Level
----- --------------- ------------------------ ------------------------
SCU DTN 237-6635 08:00-17:00 EST M-F Problem resolution
DTN 237-6697 Enhancement Development
DTN 237-6140 Functionality
LMS Product Support/Plan
User Review Board
MFA 1-888-630-8863 All other hours Severity #1 Problem
Resolution ONLY
3A. Only severity #1 problems should be directed to MFA to control costs,
until next business day.
4. Analysis and Corrective Plan will be defined by SCU/MFA and
communicated to SCU/MFA and Site Contact people by both verbal and
written communication. An SCU ID# will be assigned for
tracking purposes. SCU ID# will formatted as HYMMDD*, such as
H41012, where 'H' represents hotline, and '*' would be 'a' if
this were to be the the third request, etc.
Template included below.
5. Site submitting hotline problem is responsible for user acceptance
testing. User acceptance to be submitted by designated business
representative to LMSCU::ACCEPTANCE (which will inform SCU and
all sites). Template included below.
6. Implementation should occur as stated in the Analysis and
Corrective Plan.
7. Each site must submit notification via electronic mail that
release has been moved into production environment.
Notification should be made to SBUOA::CHARPENTIER,
and SBUOA::TUCKER. Or alternately via Exchange to:
[email protected]
[email protected]
Note: All releases are placed on hold until all sites have succesfully
implemented solution.
Page 4
SCU Corrective Action Support Plan
The following will describe the process that will be used to categorize
the problems encountered while operating the LMS. The participating user
sites should insure that their internal site process utilizes this impact
analysis to determine problem severity levels.
Site impact rating determination:
Error Categories:
a. Reports on errors in the LMS product will be classified into
the following error categories:
o Severity 1
The outage terminates the operation of site or the outage
corrupts the database used in conjunction with LMS
function of normal operation and use of LMS has become
unusable and there is no work around available.
o Severity 2
A major function in normal operation and use of LMS
has become unusable and there is an awkward work around or
any other function has become unworkable and there is no
known work around.
o Severity 3
A major function has become unworkable and there is
an effective work around.
o Severity 4
A minor function has become unworkable and there is an
effective work around.
Page 5
b. Problem Management Timetable:
1. The problem resolution process for errors falling in to
the above categories will be managed in accordance with
the following timetable:
SEVERITY RESPONSE TIME TO TARGET FIX
LEVEL TIME START TIME
1 Target Immediately Elapsed Hrs. 12 Hours
and less than 1 0 - 2 Hrs.
Wrkg Hr.
2 Less than 2 Wrkg. Elapsed Hrs. 24 Hours
Hrs. 0 - 4 Hrs.
3 Less than 24 elapsed Elapsed Hrs. 48 Hours
Hrs. 0 - 8 Hrs.
4 Prioritized by URB Negotiable Negotiable
Page 6
LMS SYSTEM PROBLEM REPORT
-------------------------
MAIL TO LMSCU::HOTLINE
SCU ID#:
Date/Time:
Site:
Primary Contact Name:
Primary Contact Phone Number:
Secondary Contact Name:
Secondary Contact Phone Number:
Operation Type (Shipping,Receiving,Putaway,Reporting,Processes,etc):
Order Number:
Order Type:
License Number(s):
Problem Description (See Detail Below*):
Analysis (See Detail Below+)
Site impact rating (See SCU Corrective Action Support Plan):
__ 1 The outage terminates the operation of site or the outage
corrupts the database used in conjunction with LMS
function of normal operation and use of LMS has become
unusable and there is no work around available.
__ 2 A major function in normal operation and use of LMS
has become unusable and there is an awkward work around or
any other function has become unworkable and there is no
known work around.
__ 3 A major function has become unworkable and there is
an effective work around.
__ 4 A minor function has become unworkable and there is an
effective work around.
**************************************************************************
* Problem Description: Describe the problem, and the events leading up
to the problem.
+ Analysis: Describe what verification and corrective action steps have
been taken (include last operation completed, the last known RDT/CRT
user and current location and status of material,if applicable, etc.)
***************************************************************************
* The purpose of the form is resolve those problems both operational *
* and systemic that affect completion of daily shipments. This form *
* is to be completed for EACH problem documented. (both operational and *
* system problems) Failure to complete this form will result in delaying *
* problem resolution and will result in performance corrective action. *
***************************************************************************
Page 7
HOTLINE ANALYSIS/CORRECTIVE PLAN
--------------------------------
(DISTRIBUTED BY SCU TO SITES)
SCU ID #:
HOTLINE TITLE:
RESULTS OF SCU ANALYSIS:
TARGET SAVESET DELIVERY DATE:
SCHEDULED DATE OF USER ACCEPTANCE TESTING:
SITE PERFORMING PRIMARY TESTING:
SCHEDULED DATE OF IMPLEMENTATION:
Page 8
USER ACCEPTANCE NOTIFICAITON
----------------------------
MAIL TO LMSCU::ACCEPTANCE
The following modification to LMS functionality has been successfully
tested and approved for implementation.
SCU ID #:
REQUEST TITLE:
SAVESET:
SCHEDULED DATE OF IMPLEMENTATION:
DESIGNATED BUSINESS REPRESENTATIVE: SITE:
PHONE #: E-MAIL: CC:
MANAGER: DATE:
|
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LL MM MM SSSSSS
LL MMM MMM SS
LL M MM M SSSSSS
LL M M M SS
LLLLLL M M M SSSSSS
HOTLINE SUPPORT DOCUMENT
Version 4.5
LMS Hotline Support Document
Introduction ........................................ 2
Revision History......................................2
Problem Notification Process Steps .................. 3
SCU Corrective Action Support Plan .................. 4
Problem Management Timetable ........................ 5
System Problem Report (SPR) Form .................... 6
Analysis and Corrective Plan Form.....................7
User Acceptance Notification..........................8
Page 2
INTRODUCTION
------------
The purpose of this document is to describe the expectations placed
upon the user sites as well as Logistics Management Solutions
Creation Unit (SCU) and McHugh Freeman and Associates (MFA) in the
support of the Logistics Management System (LMS). This document will
describe timetables, severity levels, site expectations, and SCU
support methods and plans.
Comments, questions and suggestions may be submitted to:
Deb Charpentier SBUOA::CHARPENTIER 237-6635
Exchange - [email protected]
Walt Tucker SBUOA::TUCKER 237-6697
Exchange - [email protected]
This document can be found in note #45 of the LMSCU::LMS notesfile.
REVISION HISTORY
----------------
Version 4.5, April 15, 1997
-- Update Mchugh Freeman Off-hours contact and Number
Version 4.4, March 25, 1997
-- Update mail addresses
-- Update Notes file Location
Version 4.3, December 3,1996
-- Updated mail addresses
-- Remove reference to site Colorado (CXO)
Version 4.2, October 8, 1996
-- Site SCAT team revised; NIO SCAT team added
-- LMSCU Program Office revised; Linda removed
Version 4.1, August 23, 1996
--MFA beeper number modified
Version 4.0, April 29, 1996
--Site SCAT teams revised; CXO SCAT team added
--References to LMSCU organization changed to SCU
Version 3.2, December 6, 1995
--Beeper number modified
--Additional PIN numbers provided
Version 3.1, September 14, 1995
--US Beeper Phone Number for MFA has been changed
Version 3.0, May 9, 1995
--Modification to AYO/KAO SCAT members
--Modification to Severity 3 definition
--Addition of Severity 4
--Modification to SPR form regarding severities 3 and 4
--Inclusion of reference to MPGS::LMS notesfile
Version 2.7.1, January 19, 1995
--Addition of telephone number from outside of U.S. for
MFA's SKYPAGE beeper;
--Clarification of wording of7 x 24 coverage
--Revision to Linda Vaughan's DTN
Version 2.7, December 1, 1994
--Correction in Revision History section of Version
LMS.HOTLINE_KAO931216 to Version LMS.HOTLINE_KAO931108.
--Revision to AYR contacts.
Version 2.6, October 18, 1994
--Revision History section added.
--Added Ayr, Scotland contacts.
--Revised process to include:
--LMSCU assignment of LMSCU ID# for tracking
--LMSCU distribution of Analysis/Corrective Plan form to
sites;
--User Acceptance Notification submitted by site identifying
problem to LMSCU::ACCEPTANCE
--Notification by sites to LMSCU that release has
been implemented
--References to severity levels 4 (enhancement to LMS) and
5 (no functional impact to LMS) have been removed.
Refer to LMS Release Management Process for
requests for enhancements. Available from LMSCU.
Version LMS.HOTLINE_KAO940506
--Addition of Linda Vaughan to LMSCU contacts
Version LMS.HOTLINE_KAO931108, November 8, 1993
--KAO implementation
Page 3
PROBLEM NOTIFICATION PROCESS STEPS
----------------------------------
1. LMS User alerts LMS Site Corrective Action Team (SCAT) (expert users)
of problem. (SCAT Team must consist of Business user experts and
IM&T technical experts)
2. SCAT Team coordinates contact with SCU/MFA with site approved contact
list which includes:
For Kanata: Todd Doucet (backup Brian Wells) and
Monica Mandia (backup Shairoz Velji).
For Ayr: Martin Route (backup Brian Dunsmuir) and
AYO IM&T Help Desk
For NIO: Deb Richard (backup Tom Ruest) and
Steve Dupuis (backup Narayan Krish)
3. Only the approved contact lists are authorized to notify SCU or
MFA providing the attached System Problem Report Form to:
LMSCU::HOTLINE. See template attached.
Group Contact # Service Hours Support Level
----- --------------- ------------------------
------------------------
SCU DTN 237-6635 08:00-17:00 EST M-F Problem resolution
DTN 237-6697 Enhancement
Development
DTN 237-6140 Functionality
LMS Product
Support/Plan
User Review Board
MFA 1-800-990-9MFA All other hours Severity #1 Problem
(632) Resolution ONLY
3A. Only severity #1 problems should be directed to MFA to control costs,
until next business day.
4. Analysis and Corrective Plan will be defined by SCU/MFA and
communicated to SCU/MFA and Site Contact people by both verbal and
written communication. An SCU ID# will be assigned for
tracking purposes. SCU ID# will formatted as HYMMDD*, such as
H41012, where 'H' represents hotline, and '*' would be 'a' if
this were to be the the third request, etc.
Template included below.
5. Site submitting hotline problem is responsible for user acceptance
testing. User acceptance to be submitted by designated business
representative to LMSCU::ACCEPTANCE (which will inform SCU and
all sites). Template included below.
6. Implementation should occur as stated in the Analysis and
Corrective Plan.
7. Each site must submit notification via electronic mail that
release has been moved into production environment.
Notification should be made to SBUOA::CHARPENTIER,
and SBUOA::TUCKER. Or alternately via Exchange to:
[email protected]
[email protected]
Note: All releases are placed on hold until all sites have succesfully
implemented solution.
Page 4
SCU Corrective Action Support Plan
The following will describe the process that will be used to categorize
the problems encountered while operating the LMS. The participating user
sites should insure that their internal site process utilizes this impact
analysis to determine problem severity levels.
Site impact rating determination:
Error Categories:
a. Reports on errors in the LMS product will be classified into
the following error categories:
o Severity 1
The outage terminates the operation of site or the outage
corrupts the database used in conjunction with LMS
function of normal operation and use of LMS has become
unusable and there is no work around available.
o Severity 2
A major function in normal operation and use of LMS
has become unusable and there is an awkward work around or
any other function has become unworkable and there is no
known work around.
o Severity 3
A major function has become unworkable and there is
an effective work around.
o Severity 4
A minor function has become unworkable and there is an
effective work around.
Page 5
b. Problem Management Timetable:
1. The problem resolution process for errors falling in to
the above categories will be managed in accordance with
the following timetable:
SEVERITY RESPONSE TIME TO TARGET FIX
LEVEL TIME START TIME
1 Target Immediately Elapsed Hrs. 12 Hours
and less than 1 0 - 2 Hrs.
Wrkg Hr.
2 Less than 2 Wrkg. Elapsed Hrs. 24 Hours
Hrs. 0 - 4 Hrs.
3 Less than 24 elapsed Elapsed Hrs. 48 Hours
Hrs. 0 - 8 Hrs.
4 Prioritized by URB Negotiable Negotiable
Page 6
LMS SYSTEM PROBLEM REPORT
-------------------------
MAIL TO LMSCU::HOTLINE
SCU ID#:
Date/Time:
Site:
Primary Contact Name:
Primary Contact Phone Number:
Secondary Contact Name:
Secondary Contact Phone Number:
Operation Type (Shipping,Receiving,Putaway,Reporting,Processes,etc):
Order Number:
Order Type:
License Number(s):
Problem Description (See Detail Below*):
Analysis (See Detail Below+)
Site impact rating (See SCU Corrective Action Support Plan):
__ 1 The outage terminates the operation of site or the outage
corrupts the database used in conjunction with LMS
function of normal operation and use of LMS has become
unusable and there is no work around available.
__ 2 A major function in normal operation and use of LMS
has become unusable and there is an awkward work around or
any other function has become unworkable and there is no
known work around.
__ 3 A major function has become unworkable and there is
an effective work around.
__ 4 A minor function has become unworkable and there is an
effective work around.
**************************************************************************
* Problem Description: Describe the problem, and the events leading up
to the problem.
+ Analysis: Describe what verification and corrective action steps have
been taken (include last operation completed, the last known RDT/CRT
user and current location and status of material,if applicable, etc.)
***************************************************************************
* The purpose of the form is resolve those problems both operational *
* and systemic that affect completion of daily shipments. This form *
* is to be completed for EACH problem documented. (both operational and *
* system problems) Failure to complete this form will result in delaying *
* problem resolution and will result in performance corrective action. *
***************************************************************************
Page 7
HOTLINE ANALYSIS/CORRECTIVE PLAN
--------------------------------
(DISTRIBUTED BY SCU TO SITES)
SCU ID #:
HOTLINE TITLE:
RESULTS OF SCU ANALYSIS:
TARGET SAVESET DELIVERY DATE:
SCHEDULED DATE OF USER ACCEPTANCE TESTING:
SITE PERFORMING PRIMARY TESTING:
SCHEDULED DATE OF IMPLEMENTATION:
Page 8
USER ACCEPTANCE NOTIFICAITON
----------------------------
MAIL TO LMSCU::ACCEPTANCE
The following modification to LMS functionality has been successfully
tested and approved for implementation.
SCU ID #:
REQUEST TITLE:
SAVESET:
SCHEDULED DATE OF IMPLEMENTATION:
DESIGNATED BUSINESS REPRESENTATIVE: SITE:
PHONE #: E-MAIL: CC:
MANAGER: DATE:
[Posted by WWW Notes gateway]
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LL MM MM SSSSS
LL MMM MMM SS
LL M MM M SSSSSS
LL M M M SS
LLLLLL M M M SSSSSS
HOTLINE SUPPORT DOCUMENT
Version 4.6
LMS Hotline Support Document
LMS Legacy Implications...............................2
Introduction ........................................ 2
Revision History......................................2
Problem Notification Process Steps .................. 3
PSG/SCU Corrective Action Support Plan .............. 4
Problem Management Timetable ........................ 5
System Problem Report (SPR) Form .................... 6
Analysis and Corrective Plan Form.....................7
User Acceptance Notification..........................8
Page 2
LMS Legacy Implications
-----------------------
As a result of Corporate efforts to condense and dramatically reduce
applications in support of the Year 2000 system implications and
SAP R/3 standardization, LMS has been earmarked as a Legacy
Application, and must be retired. This will occur either by the
Y2000 efforts as a result of SAP R/3 implementations. These efforts
are planned to reduce and streamline the cost of the corporate
infrastucture. Since retiring LMS is planned, All enhancements are
frozen unless they are regulatory in nature, and are mandates. The
Emphasis of the document has not significantly been altered, with
exception for this mandated consideration. As such, all requests
should be accompanied with cost center management approval, and
are consistently applied to all user sites.
INTRODUCTION
------------
The purpose of this document is to describe the expectations placed
upon the user sites as well as PSG (Production Systems Group), and
McHugh Freeman (MFA) in the support of the Logistics Management
System (LMS). This document will describe timetables, severity levels,
site expectations, PSG support methods and plans.
Comments, questions and suggestions may be submitted to:
Linda Vaughan 297-6139 or TIS::Lvaughan or Exchange to
[email protected]
This document can be found in note #45 of the LMSCU::LMS notesfile.
REVISION HISTORY
----------------
Version 4.6, May 1, 1997
-- Updated LMS Legacy Implications
-- Updated Contact List
-- removed oldest revisions
-- Severity Contact Process modification 100% to MFA
Version 4.5, April 15, 1997
-- Update Mchugh Freeman Off-hours contact and Number
Version 4.4, March 25, 1997
-- Update mail addresses
-- Update Notes file Location
Version 4.3, December 3,1996
-- Updated mail addresses
-- Remove reference to site Colorado (CXO)
Version 4.2, October 8, 1996
-- Site SCAT team revised; NIO SCAT team added
-- LMSCU Program Office revised; Linda removed
Page 3
PROBLEM NOTIFICATION PROCESS STEPS
----------------------------------
1. LMS User alerts LMS Site Corrective Action Team (SCAT) (expert users)
of problem. (SCAT Team must consist of Business user experts and
IM&T technical experts)
2. SCAT Team contacts PSG/MFA with site approved contact
list which includes:
For Kanata: Todd Doucet (backup Brian Wells) and
Monica Mandia (backup Shairoz Velji).
For Ayr: Martin Route (backup Brian Dunsmuir) and
AYO IM&T Help Desk
For NIO: Deb Richard (backup Tom Ruest) and
Steve Dupuis (backup Narayan Krish)
3. Only the approved contact lists are authorized to notify PSG
and MFA providing the attach System Problem
Report Form to: LMSCU::HOTLINE. See template attached.
Group Contact # Service Hours Support Level
----- --------------- ----------------- ------------------------
PSG DTN 297-6139 08:00-17:00 EST M-F Problem resolution
Support/Plan
MFA 1-800-990-9MFA All hours All Problems
(632) Resolution ONLY
3A. Severity #1 problems should be directed to MFA anytime, all others
should wait until next business day to control costs.
4. Analysis and Corrective Plan will be defined by PSG/MFA and
communicated to PSG/MFA and Site Contact people by both verbal and
written communication. An PSG ID# will be assigned for
tracking purposes.
5. Site submitting hotline problem is responsible for user acceptance
testing. User acceptance to be submitted by designated business
representative to LMSCU::ACCEPTANCE (which will inform PSG and
all sites). Template included below.
6. Implementation should occur as stated in the Analysis and
Corrective Plan.
7. Each site must submit notification via electronic mail that
release has been moved into production environment.
Notification should be made via MsExchange to:
[email protected]
Note: All releases are placed on hold until all sites have successfully
implemented solution.
Page 4
PSG Corrective Action Support Plan
The following will describe the process that will be used to categorize
the problems encountered while operating the LMS. The participating user
sites should insure that their internal site process utilizes this impact
analysis to determine problem severity levels.
Site impact rating determination:
Error Categories:
a. Reports on errors in the LMS product will be classified into
the following error categories:
o Severity 1
The outage terminates the operation of site or the outage
corrupts the database used in conjunction with LMS
function of normal operation and use of LMS has become
unusable and there is no work around available.
o Severity 2
A major function in normal operation and use of LMS
has become unusable and there is an awkward work around or
any other function has become unworkable and there is no
known work around.
o Severity 3
A major function has become unworkable and there is
an effective work around.
o Severity 4
A minor function has become unworkable and there is an
effective work around.
Page 5
b. Problem Management Timetable:
1. The problem resolution process for errors falling in to
the above categories will be managed in accordance with
the following timetable:
SEVERITY RESPONSE TIME TO TARGET FIX
LEVEL TIME START TIME
1 Target Immediately Elapsed Hrs. 12 Hours
and less than 1 0 - 2 Hrs.
Wrkg Hr.
2 Less than 2 Wrkg. Elapsed Hrs. 24 Hours
Hrs. 0 - 4 Hrs.
3 Less than 24 elapsed Elapsed Hrs. 48 Hours
Hrs. 0 - 8 Hrs.
4 Prioritized by URB Negotiable Negotiable
Page 6
LMS SYSTEM PROBLEM REPORT
-------------------------
MAIL TO LMSCU::HOTLINE
PSG ID#:
Date/Time:
Site:
Primary Contact Name:
Primary Contact Phone Number:
Secondary Contact Name:
Secondary Contact Phone Number:
Operation Type (Shipping,Receiving,Putaway,Reporting,Processes,etc):
Order Number:
Order Type:
License Number(s):
Problem Description (See Detail Below*):
Analysis (See Detail Below+)
Site impact rating (See PSG LMS Corrective Action Support Plan):
__ 1 The outage terminates the operation of site or the outage
corrupts the database used in conjunction with LMS
function of normal operation and use of LMS has become
unusable and there is no work around available.
__ 2 A major function in normal operation and use of LMS
has become unusable and there is an awkward work around or
any other function has become unworkable and there is no
known work around.
__ 3 A major function has become unworkable and there is
an effective work around.
__ 4 A minor function has become unworkable and there is an
effective work around.
**************************************************************************
* Problem Description: Describe the problem, and the events leading up
to the problem.
+ Analysis: Describe what verification and corrective action steps have
been taken (include last operation completed, the last known RDT/CRT
user and current location and status of material,if applicable, etc.)
***************************************************************************
* The purpose of the form is resolve those problems both operational *
* and systemic that affect completion of daily shipments. This form *
* is to be completed for EACH problem documented. (both operational and *
* system problems) Failure to complete this form will result in delaying *
* problem resolution and will result in performance corrective action. *
***************************************************************************
Page 7
HOTLINE ANALYSIS/CORRECTIVE PLAN
--------------------------------
(DISTRIBUTED BY PSG/SCU TO SITES)
PSG ID #:
HOTLINE TITLE:
RESULTS OF PSG ANALYSIS:
TARGET SAVESET DELIVERY DATE:
SCHEDULED DATE OF USER ACCEPTANCE TESTING:
SITE PERFORMING PRIMARY TESTING:
SCHEDULED DATE OF IMPLEMENTATION:
Page 8
USER ACCEPTANCE NOTIFICATION
----------------------------
MAIL TO LMSCU::ACCEPTANCE
The following modification to LMS functionality has been successfully
tested and approved for implementation.
PSG ID #:
REQUEST TITLE:
SAVESET:
SCHEDULED DATE OF IMPLEMENTATION:
DESIGNATED BUSINESS REPRESENTATIVE: SITE:
PHONE #: E-MAIL: CC:
MANAGER: DATE:
|