QUALITY MANAGEMENT SYSTEM

DOCUMENT REF : PZ-LM-JS-JUL-001

NO. OF PAGES :2
DATE ISSUED : Jul 9, 2020
CCC CAVITE GLOBAL OPERATIONS ENTITY: COACHING LOG

DATE / TIME: Jul 9, 2020

ASSOCIATE’s NAME: Jasmin SOLIVEN
POSITION / TEAM: Order Administrator
NAME OF TEAM LEADER: Lovely MAGSAJO

AGENDA / TOPIC DISCUSSED:

 Feedback
 Availability and Reliability
 Other Help Needed/Concern

TOPICS DISCUSSED / AGREEMENT:

PROBLEM /
ISSUE Business Impact: Customer dissatisfaction

Root Cause: Associate missed to follow SOP

Agreed Action: After raising every CR, I should double check it by refreshing the page to see if the CR was
properly reassigned to the concerned organization.

Issues encountered on the system must immediately be reported to avoid delays for the customer.

PERFORMANCE:
Feedback#1: Case 70634592 CAT-1133393: CR-2791890 - raised 15/06.
CR was never transferred to procurement team to action
**
agent listed 2 different lines from order on the one CR
ln 10 & ln 30
items were for 2 different planners - should have been 2 separate CRs
**
Ln 30 - was actually already dispatched from au 10 on 10/06 and in transit with Startrack
has since been delivered on 16/06 - signed a.duener - connote ZA1066907070
agent should have advised this to the customer - didn’t need a CR raised for line 30

Agent should always follow the CR creation process and reassigning it to be able to provide resolution to the
customer with no delay.

Feedback#2: Case 70728092 CAT-1133789: Did not reassign CR-2799161 to procurement.

Agent should always follow the CR creation process and reassigning it to be able to provide resolution to the
customer with no delay. Agent encountered system issue that she should've raised to BFO Champion after
checking that the CR was not assigned to the correct queue.

FORM NO. FORM REV CODE FORM ISSUED FORM ORIGINATOR REVIEWED BY APPROVED BY

C4GO - SWF –14 - 003 00 14 NOV 2014 S.BALUEVA M..NAVARRO C. DE LEON

 QUALITY MANAGEMENT SYSTEM
DOCUMENT REF : PZ-LM-JS-JUL-001
NO. OF PAGES :2
DATE ISSUED : Jul 9, 2020
CCC CAVITE GLOBAL OPERATIONS ENTITY: COACHING LOG

Availability & Reliability as of 30 Jun 2020:

BEHAVIOUR: Jasmin should always make sure that any issues on the system are reported to avoid delays on providing
resolution to the customer.

Good job on her Availability and Reliability.

REVIEW OF OPEN ISSUES / ACTION ITEMS:

Item No Issue / Action Plan Action Owner Due Date Status
1

NEXT MEETING:

Acknowledged by: Noted by Team Leader: Approved by Manager:

Jasmin SOLIVEN Lovely MAGSAJO Jean MADRIAGA

Signature over Printed Name / Date Signature over Printed Name / Date Signature over Printed Name / Date

FORM NO. FORM REV CODE FORM ISSUED FORM ORIGINATOR REVIEWED BY APPROVED BY

C4GO - SWF –14 - 003 00 14 NOV 2014 S.BALUEVA M..NAVARRO C. DE LEON