Inputs on designing a new Process Quality Audit form

[5Maddy5]

Hello I am the Newest Kid on the Block,
I am in the process of designing an audit form for the Process Quality Audits wherein individual tkts (whether they are Change/Incident/SR/Problem) would be reviewed. I have computed a questionnaire for Change Mgmt tickets but struggling with the incidents, SRs & problems(don't have enough queries). I am mainly concentrating on the P3/P4 defaulters. Idea is to capture the mismanaged tickets which become hot potatoes later

Any ideas would be welcome!
p.s: Multiple techs might work on a single ticket. Which is better- DPMO based form or a weightage (out of 100/200) based questionnaire?

Thanks in advance! [/img]

[UKVIKING]

Why are you struggling with Incidents

What exactly are you looking for in regards to the tickets

This should help for all questionaires

[5Maddy5]

Hello John,

Thanks for the response. The basic idea is to create a checklist & ensure that the engineers follow the proper procedure & add relevant notes. I have 35 queries for Change but only 8 for SR/Incidents/problem. Hence i am looking for pointers.
Also, since the client has not specified much w.r.t quality, except that they would need monthly/weekly evaluation; what do you you think would be more suitable - DPMO based form or a weightage (out of 100/200) based questionnaire?
Thanks!

[rm2slam]

My first question is do you have the process mapped so that the responders will know how it is supposed to work? A good bpmn process flow distributed is the best way we have found in our financial institution IT dpt to ensure processes are understood and performing as expected.