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Tasks to be completed when creating an operating procedure (from creation to publication)
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Table of contents
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1. Objective and Scope
The procedure describes how to perform quality control in the Collections Team of the Lisbon Service Center.
The scope of this procedure is the Lisbon Cash Collection activities for all EMEA customers under its scope. The analysis is based on SAP, Freshdesk as well as other sources (e.g. Data Studio reports).
Designated Team members must complete the excel file displayed in chapter 3 with the total number of samples/tasks analyzed as well as the number of errors detected and corrective actions defined.
2. Cash Collection Quality Indicators
The quality check includes 3 4 indicators: promises to pay created, Freshdesk tickets closed and , risk comments from the Forecast Reportreport as well as justification comments from the Diagnosis report. A sample (number specified below) of each one of them is to be extracted for each team member on a regular basis (weekly / monthly, specified below) to assess if defined procedures were followed:.
It is necessary to extract the below mentioned number of samples following 3 4 indicators from each team-member (depending on the nº of tasks performed) and analyze if the defined procedures specified in the Best Practises Guide were followed:
- Promises to Pay created – 3
- 2 samples per each team member – weekly check for newcomers (less than 18 months in the team) & monthly check for the rest of the team members;
- Freshdesk Tickets closed – 1 sample per each team member – weekly check for newcomers (less than 18 months in the team) & monthly check for the rest of the team members;
- Risk comments on the Forecast report – 2 samples per each team member –
- - monthly check, right after sending the Forecast (ideally on the same day)
2.1 Promises to Pay created
Select randomly 3 lines for each team member from the Promises to Pay report and for each customer check the “Promise to Pay” tab inside the Worklist.
For each one of the sample assess if:
The Internal note text indicates information regarding payment date
The internal note text indicates the details of the person who provided the information (name, e-mail address, phone number etc.);
In case of promises based on e-mail, the content of the customer's e-mail is copied to the internal note text and the ticket number is indicated
- Justification comments on the Diagnosis report - 2 samples per each team member - monthly check, right after sending the Diagnosis (ideally on the same day)
2.1 Promises to Pay created
Go to the Operational Dashboard (page 3); on the Status field select “Promised to pay”. Select randomly 2 lines for each team member and assess if the procedures specified in the Best Practises Guide were followed
The tolerance is maintained (2 working days according to the procedure); if for any valid reason the tolerance given is different (>2 working days), this reason is indicated on the Internal note.
2.2 Freshdesk Tickets closed
A clear explanatory comment was added whenever justified (or to explain why no action was taken)Select randomly 1 ticket for each team member from the Freshdesk report on Closed tickets. For each sample assess if :
Reply was provided to requester (if applicable)
E-mail content is clear (ex: language, template used) and details the objective/purpose of the e-mail
the procedures specified in the Best Practises Guide were followed.
2.3 Risk comments on the Forecast report
Go to the global Forecast report and for each team member select randomly 2 comments (preferably for the top amounts) under their name name. Assess if :
the content is clear and tailored to target readers (Forecast recipients): it is straightforward why the customer is considered risky, what actions were taken by the Collector and what is expected from Business
the comment is not over-detailed (there are no unnecessary details like dates of the contact, ticket numbers, invoice references unless stated otherwise)
information about escalation is included
the procedures specified in the Best Practises Guide were followed.
2.4 Justification comments on the Diagnosis report
Go to the Diagnosis report and for each team member select randomly 2 comments (preferably for the top amounts) under their name. Assess if the procedures specified in the Best Practises Guide were followed
proper form is maintained (clear and appropriate language is used, there are no excessive spelling mistakes etc.).
3. Publishing the results
Once the samples have been analyzed, it is necessary to register the results and inform the concerned team members in case the procedure was not correctly followed based on the criteria specified above for each indicator.
The results must be recorded in the Quality Check folder stored in the Google drive: Quality Check
Whenever the sample assessed is not in compliance with the procedure an e-mail must be sent to the concerned team member copying the Team Leader and displaying the evidence as well as defining corrective actions to be taken. The Team Leader can decide to speak himself with that specific person before instead of sending the email.
Examples of outstanding quality are to be shared with all the team members: whenever a sample was identified where all the procedures were followed in an exceptional manner and which can serve as a good practices example for the Team, an e-mail is to be sent to all the team members displaying the evidence.
At the end of each month global quality check results are to be presented using Data Studio.
End of Procedure.
