Tasks to be completed when creating an operating procedure (from creation to publication)
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Table of contents
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Objective and Scope
This OP describes how to perform the quality controls in the Collections Team of the Lisbon Service Center.
The scope of this OP is the Lisbon Cash Collection activities for all EMEA customers. The analysis is not exclusively based on tickets (Freshdesk) but also other sources (SAP). The process should analyze first the sample for each controlled task and then look for the source / origin of the request.
The Team-Leader or designated backup(s) must complete the excel file attached with total number of samples/tasks analyzed as well as the number of errors detected with this control and corrective actions defined.
Definitions should be added in the OtC - Glossary
Scope
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2. Add countries when the procedure is for a specific country (optional)
ERP
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References
4. Add the link to SAP procedures (when it exists) |
Attachments
5. Add the link to attachments (to be stored in AODocs or GDrive) or external links
1. Cash Collection Quality Indicators
Each week, it is necessary to extract 2 samples from each team-member (from previous week) of the following 3 indicators and analyze if the procedures were correctly followed:
- Disputes created
- Promises to Pay created
- Freshdesk Tickets closed
1.1 Disputes created
In PI1, open transaction UDM_DISPUTE.
In the “Created on” field, click on the arrow to select a range (previous week):
In the field “Case Type”, insert “Z00A” for Collections Call Output:
In the field "Escalation Reason", insert "Z4" for Region EMEA/BO:
Perform the search by clicking on 
and export results to an Excel spreadsheet:
Download the file to your PC and open it. Select randomly at least 2 lines to analyze from each team-member.
For each sample, check if:
- Title is appropriate for the dispute reason
- Dispute reason was correctly selected
- Notes of the dispute should have all necessary information to allow Sales/CSR/CM contacts to easily understand the issue and react quickly without going through a complex analysis.
Below some examples:
1. Incomplete content: "The customer states payment terms are 60 days net and not 30 days net as mentioned on our invoices".
- All relevant information (example: e-mail copy, contact person and phone nº) gathered when contacting the customer should be documented in the dispute, to facilitate the analysis from Sales/CSR/CM
2. Clear request: "Could you please send the Proof of Delivery to the customer and confirm when it's done? Thank you"
- Clearly ask Sales/CCS/ACM which action/decision is required from them
For more guidelines to better assess the quality compliance, the following documents can be checked:
- Dispute Scenarios: Dispute Scenarios (To identify the right type of disputes to create depending on the current issue)
- Escalation process guide:
(To check best-practices to follow when escalating issues to Sales/CSR/CM)
1.2 Promises to Pay created
Open transaction SE16.
Insert table "UDM_P2P_ATTR" and press ENTER:
In the "Promised On" field add the dates from previous week:
Check the "Width of Output List" / "Maximum No. of Hits" and update the figures if necessary to ensure all results are displayed:
Press F8 button or click on 
.
Download the file to your PC and open it. Select randomly at least 2 lines to analyze from each Lisbon team-member.
To check the content of each Promise to Pay, go to transaction BP to retrieve the BP nº: