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  2. 2015
  3. February
  4. U
  5. UAT Support Process

UAT Support Process

UAT Support Six Sigma Review
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Hi Guys,
          Fionan here.  I'm looking to gather some data for my Six Sigma Project (on UAT Support) and I need your help.  Would you mind taking 2 mins this afternoon to quickly fill in the attached?  This will help me to map the current process for UAT support 'as is'.  I've already mapped it out as I think it is, but part of Six Sigma is to go and check if what currently happens is the same as what you think is the case in a process.

P.S.  I'm using Brian's email address as my own still has data from the last Support Survey which I don't want to overwrite (and I don't want to pay for the commercial license).

Thanks a mill'

Fionan.
 
 
 
Do you look at new JIRA issues as they come in (or keep working on your current issue/task)?
 
Never -I always stick to my current task
 
I rarely stop my current task to look at the new issue
 
I sometimes stop what I'm doing and review the new query
 
I often stop what I'm doing to check/review the new issue
 
I always stop what I'm doing to review the new query
 
 
 
If you do stop to look at the issue, do you send a reply on that issue to the client at the time?

Please leave this question blank if you never stop your current task to look at new issues.
 
Never
 
Rarely
 
Sometimes
 
Quite Often
 
Always
 
 
 
If you do reply at the time the JIRA is raised, do you usually send a simple acknowledgement that the query has been received, or are you usually replying to request further information? 

Please leave this question blank if you never stop your current task to look at new issues.
 
I send Acknowledgements Only
 
Mostly Acknowledgements
 
50/50 (Acknowledgements/Further Information)
 
I am usually requesting further information
 
I always reply to request Further Information Only
 
I usually or often reply with an actual answer to the query after looking at it for the first time
 
 
 
When you're in the process of investigating an issue and having reviewed it as far as you can (including logging in remotely), you still don't have a solution, do you check Confluence for possible solutions/help?
 
Never
 
Rarely
 
Sometimes
 
Quite Often
 
Always
 
 
 
When you're in the process of investigating an issue and having reviewed it as far as you can (including logging in remotely), you still don't have a solution, do you check previous JIRAs (not Confluence) for possible solutions/help?
 
Never
 
Rarely
 
Sometimes
 
Quite Often
 
Always
 
 
 
When you're in the process of investigating an issue and having reviewed (including logging in remotely) you still don't have a solution, do you check Core Logging (within the Work Management System) for possible solutions/help?
 
Never
 
Rarely
 
Sometimes
 
Quite Often
 
Always
 
 
 
When you're in the process of investigating an issue and having reviewed (including logging in remotely) you still don't have a solution, do you check Salesforce for possible solutions/help?

If you don't have access to Salesforce, simply reply Never.
 
Never
 
Rarely
 
Sometimes
 
Quite Often
 
Always
 
 
 
Before you go outside the team for help (e.g. Product Team, Development), do you check with a colleague in Upgrades first?
 
Never
 
Rarely
 
Sometimes
 
Quite Often
 
Always
 
 
 
Do you check all other options available (e.g. stored information such as Confluence), before getting assistance from a colleague on the team (or any other colleague)?
 
Never
 
Rarely
 
Sometimes
 
Quite Often
 
Always
 
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