Escalation Process

Process Narrative
 
Created: 07/29/2009
Last Modified: 01/19/2010




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Table of Contents

   1.0   Escalation Process
1.1   Start Escalation sub-process
1.2   Receive escalation request
1.3   Technical Committee review and decide
1.4   Technical Committee decision
1.5   Submitter/Requestor
1.6   Reject Escalation
1.7   Approved for Implementation
1.8   Further CR Assessment
1.9   CCG Admin
1.10   Work Request analysis & Assignment sub-process


1.0  
Escalation Process

Escalation Process
Escalation Process

In the event that a requestor of a CR is not satisfied with the decisions made by the CCG, an escalation process is available to them, .by submitting their request and reasons for their dissatisfaction to the Technical Committee, no later than 1 month after notification of the decision. The Technical Committee will review the request in light of all the facts and make its decision, which could be one of the following:

1. Agree with CCG

2. Reassess with new information which had not previously been available

3. Technical Committee provide an alternative interpretation of the material already provided so as to assist the CCG in the assessment of the request.

(Note: It is possible that the further information may be required from the requestor, so the submission could iterate around this phase).


1.1   Start Escalation sub-process 

1.2   Receive escalation request 

1.3   Technical Committee review and decide 

1.4   Technical Committee decision 

Incoming Links

Name Description Link Label
Technical Committee review and decide decision

Outgoing Links

Name Description Decision
Approved for Implementation Accept Escalation Request
Further CR Assessment Return for further evaluation
Reject Escalation Reject Escalation Request


1.5   Submitter/Requestor 

This is a generic role to deplict the person or team who has submitted the request for modification or for approval, which ever is appropriate.


1.6   Reject Escalation 

1.7   Approved for Implementation 

1.8   Further CR Assessment 

1.9   CCG Admin 

TM Forum Staff assigned to assist the Change Control Group.


1.10   Work Request analysis & Assignment sub-process 

Within this phase, The stakeholders, (who could be a single person or a team of people depending on complexity of the request), review the work requests and provide an assessment, (which can be a single line in the requestor tracker or a detailed report - once again, depending on complexity of request), on their findings & recommendations. These return to the CCG where they are rejected or allocated to existing projects or a proposal to start the procedure to initate a new project.

Duration of this phase can take from 1 day to 3 months depending on completxity.

Once work request have completed their assessment, they will have progressed to a Maturity level 2.

Refer to the detailed 'Requirements Analysis and Assignment' Sub Process for complete details.

Owner

Name Description Type
Change Control Group Group