The Quality Ticket Monitoring Process is designed to ensure that any and all work that is being produced is assessed for the right level of quality. The Process ensures that all team members are executing in a unified/standardized manner.

When implementing a Quality Ticket Monitoring (QTM) Program, it is important to ensure you are abiding by the guiding principles of Total Quality Management – Quality Ticket Monitoring (QTM). These principles have been developed from 20+ years of global service delivery experience dealing with quality management programs across numerous industries, countries, and cultures.

When considering to implement a QTM program, the following principles should be taken into account:

1. Clearly define all Processes and Procedures related to the managing and governing of the QTM program.
2. Clearly define the Roles and Responsibilities involved in the QTM program, specifically that of the QTM Coordinator.
3. Clearly define all meetings related to the QTM program.
4. Clearly define all Reports and Measurements related to the QTM program.
5. Clearly define all Tools related to the QTM program.
6. Clearly define all Continual Improvement initiatives related to the QTM program.
7. Establish a periodic review cycle to ensure currency of the documentation.
8. Identify approval process where local Management and Enterprise Manager contribute to review of local team process.
9. Identify a Portal to store all Quality Management Documentation such as process documentation, analysis, reports, etc.
10. Create Quality Management distribution list (e.g. QualityManagement@company.com), to have a central location where anyone can send questions, ask for help and provide information to the Quality Management Process.
11. Create Quality Management e-newsletter to share with the team about Root Cause Analysis, Trends and any Improvement Areas.
12. Identify and connect with the Enterprise Quality Manager to establish a working partnership and identify Inputs and Outputs between the Enterprise process and the team process.
13. Identify and attend the Enterprise Quality Management Meeting.
14. Schedule department level Quality Management Meeting, if needed.
15. Create Department Level Quality Management Executive Dashboard Report for the management team – linked to the Common ScoreCard Management System.
16. Work with Department Management and Enterprise team to establish Quality Management metrics (KPIs, SLOs, SLAs, etc.).
17. Work with Department Management and Enterprise team to establish Quality Management operational reports.
    
18. Schedule 2-3 hours every Friday to conduct analysis of Quality Management System.
19. Contribute to updating of the Common ScoreCard Management System by EOD ever Friday. Provide volume and downtime history on all Sev 1s and 2s, root cause of Sev 1s and 2s, any observable trends and actions being taken to resolve issues more quickly or minimize/avoid the issues.
20. Conduct overall trend analysis and present to management.
21. Establish process for handling subsequent actions for any areas of improvement.
22. Provide feedback to Employees regarding any areas of improvement related to them
23. Provide input into Training and Knowledge Management programs to update documentation
24. Share findings/observations with the team during team meetings and management, during regular reviews.
25. Track all findings in a central database to review for progress, employee score carding and performance reviews.
26. Identify what is important to you. What areas are you struggling with.
27. Identify what fields are required for reporting purposes when QTMs are conducted.
28. Identify what fields are required to be assessed for QTMs.
29. Identify summary fields that consist of observations, notes, and categorization for why the score was missed and what actions need to be taken.
30. Documentation of Problem DESCRIPTION: Documents the reason for the call.
31. Documentation of WORK DONE: Documents the problem determination performed.  For non-technical calls, documents the work done.
32. Documentation of RESOLUTION: Documents the problem resolution or chose the next resolver group and severity correctly.
33. And any other observations you can make. If score is not 100%, state why and what needs to be done next time
34. Identify how you will categorize missing the Quality Score of the ticket:
35. Agent At Fault – Under each category, what are the subcategories?
36. Group AT Fault – Under each category, what are the subcategories?
37. Other Group – Under each category, what are the subcategories?
38. Organization – Under each category, what are the subcategories?
39. Design a reporting and measurements system to present the findings of the QTMs.
40. Daily select a 20% random sample of all Maximo tickets for review and all negative CSAT survey tickets.
41. Review the Tickets using established Ticket Review guidelines and apply appropriate scoring
42. If there are any issues with the ticket and the issue is with an Employee, Coach the employee and provide feedback to management. If the issue is with general knowledge or skill level of the team, inform the Knowledge and Training Coordinator to update their processes and communicate the update via the Communications Coordinator.
43. Review all Sev 1, Problem, and Failed Change tickets for quality and provide appropriate feedback.

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