CONSEQUENCE

QUALIFICATION FOR CONSEQUENCE

CATEGORY ROLE
MGMT

RDM Daily CM WO Closure Rate

E
RAT
E
SUR
CLO

RTO Daily CM WO Closure Rate

WO
CM

SBC SPoC Daily CM WO Closure Rate

FME Daily CM WO Closure Rate

RDM Daily CM WO Closure violation

ING
NDL
O HA

RTO Daily CM WO Closure violation

W
CM

SBC SPoC Daily CM WO Closure violation

FME Daily CM WO Closure violation

 RDM Online Tracker update violation

ATE
UPD
CKER

RTO Online Tracker update violation

TRA
INE
ONL

SBC SPoC Online Tracker update violation

FME Daily CM WO Closure violation

**Note: These three KPIs are sacrosanct, above consequence management ap

** 5:00 pm Data shall be used to make this decision.
 CONSEQUENCE MANAGEMENT
Target
Target: 85% Closure Rate @ 5:00pm.
Violation: {< 85% closure rate}
Target: 85% Closure Rate @ 5:00pm.
Violation: {< 85% closure rate}
Target: 85% Closure Rate @ 5:00pm.
Violation: {< 85% closure rate}
Target: 85% Closure Rate @ 5:00pm.
Violation: {< 85% closure rate}
Target: 100% Closure of all WO with
Recovery Time (RT). Violation: {< 95%
closure of all WO with RT}
Target: 100% Closure of all WO with
Recovery Time (RT). Violation: {< 95%
closure of all WO with RT}
Target: 100% Closure of all WO with
Recovery Time (RT). Violation: {< 95%
closure of all WO with RT}
Target: 100% Closure of all WO with
Recovery Time (RT). Violation: {< 95%
closure of all WO with RT}
ACTION TO TAKEN
1st & 2nd time violation within the week,
oral warning; ≥ 3 times violation within the
week, HR documented query & warning
based on the response; For OS:
documented query from Employer &
warning based on the response
1st & 2nd time violation within the week,
oral warning; ≥ 3 times violation within the
week, HR documented query & warning
based on the response; For OS:
documented query from Employer &
warning based on the response
1st & 2nd time violation within the week,
oral warning; ≥ 3 times violation within the
week, Request CEG to issue SBC query,
based on the response SPoC will be
replaced
1st & 2nd time violation within the week,
oral warning; ≥ 3 times violation within the
week, FSC request SBC to issue query to
FME, based on the response FME may be
replaced
1st & 2nd time violation within the week,
oral warning; ≥ 3 times violation within the
week, HR documented query & warning
based on the response; For OS:
documented query from Employer &
warning based on the response
1st & 2nd time violation within the week,
oral warning; ≥ 3 times violation within the
week, HR documented query & warning
based on the response; For OS:
documented query from Employer &
warning based on the response
1st & 2nd time violation within the week,
oral warning; ≥ 3 times violation within the
week, Request CEG to issue SBC query,
based on the response SPoC will be
replaced
1st & 2nd time violation within the week,
oral warning; ≥ 3 times violation within the
week, FSC request SBC to issue query to
FME, based on the response FME may be
replaced
 1st & 2nd time violation within the week,
oral warning; ≥ 3 times violation within the
week, HR documented query & warning
Target: 100% Update on all running WO based on the response; For OS:
without RT that has exceeded SLA. documented query from Employer &
Violation: {If achieved is < 95%} warning based on the response

1st & 2nd time violation within the week,

oral warning; ≥ 3 times violation within the
week, HR documented query & warning
Target: 100% Update on all running WO based on the response; For OS:
without RT that has exceeded SLA. documented query from Employer &
Violation: {If achieved is < 95%} warning based on the response

1st & 2nd time violation within the week,

oral warning; ≥ 3 times violation within the
Target: 100% Update on all running WO week, Request CEG to issue SBC query,
without RT that has exceeded SLA. based on the response SPoC will be
Violation: {If achieved is < 95%} replaced

1st & 2nd time violation within the week,

Target: Provide feedback on 100% of all oral warning; ≥ 3 times violation within the
running WO without RT that has week, FSC request SBC to issue query to
exceeded SLA. Violation: {If achieved is FME, based on the response FME may be
< 95%} replaced

osanct, above consequence management applies on violation of any of the them

e used to make this decision.
 OUTCOME

1) Warning letter if issue concerned is within RDM control; 2)

Arrange to handle the issue responsible if confirmed;
3) Release after 2nd
warning letter.

1) Warning letter if issue concerned is within RTO control; 2)

Arrange to handle the issue responsible if confirmed;
3) Release after 2nd
warning letter.

1) SBC replace SPoC if issue concerned is within SPoC control;

2) Arrange to handle the issue responsible if confirmed.

1) FSC request release of FME if issue concerned is within FME

control;
2) Arrange to handle the issue responsible if confirmed.

1) Warning letter if issue concerned is within RDM control; 2)

Arrange to handle the issue responsible if confirmed;
3) Release after 2nd
warning letter.

1) Warning letter if issue concerned is within RTO control; 2)

Arrange to handle the issue responsible if confirmed;
3) Release after 2nd
warning letter.

1) SBC replace SPoC if issue concerned is within SPoC control;

2) Arrange to handle the issue responsible if confirmed.

1) FSC request release of FME if issue concerned is within FME

control;
2) Arrange to handle the issue responsible if confirmed.
1) Warning letter if issue concerned is within RDM control; 2)
Arrange to handle the issue responsible if confirmed;
3) Release after 2nd
warning letter.

1) Warning letter if issue concerned is within RTO control; 2)

Arrange to handle the issue responsible if confirmed;
3) Release after 2nd
warning letter.

1) SBC replace SPoC if issue concerned is within SPoC control;

2) Arrange to handle the issue responsible if confirmed.

1) FSC request release of FME if issue concerned is within FME

control;
2) Arrange to handle the issue responsible if confirmed.