For quality management purposes ISO 9001... We value your contributions.
http://tinyurl.com/problem-incident-managementVideo: The ISO 9001 Family - Global Management Standards
http://www.youtube.com/watch?v=GdUPyUlKrAQNext to our feedback surveys that explore "your level of satisfaction" at certain singular points of time, this ticket form captures Problems / Incidents that occur to you as Second Life Newbie (as out-world and in-world beginner).
Goal: In the course of achieving higher capability maturity levels in a continuous improvement process on our part, this ticket form serves to shorten the time and cost of your learning curve at increased quality, and to enhance virtual quality transitioning to a plateau of productivity.
1. This ticket-creating form refers to Problems / Incidents in the following Key Process Areas.
1.1 A Key Process Area (KPA) identifies a cluster of related activities that, when performed collectively, achieve a set of goals considered important.
1.2 The goals of a key process area summarize the states that must exist for that key process area to have been implemented in an effective and lasting way. The extent to which the goals have been accomplished is an indicator of how much capability the organization has established at that maturity level. The goals signify the scope, boundaries, and intent of each key process area.
1.3 Thirteen Key Process Areas and their Goals:
- Your Virtual Kickoff (Goal: To ensure Newbie feedback and quick support response)
- Your Second Life Registration (Goal: To ensure operational Newbie registration)
- Your Enabling (Goal: To ensure for proper Newbie configuration, entry, and basic start-up skills)
- Your Help Desk (out-world, in-world) (Goal: To ensure out-world / in-world service management and support)
- Your In-World Orientation Booth (Goal: To provide basic Newbie skills and knowledge needed for event participation)
- Your First Linden Dollars (Goal: To provide for initial financial resources)
- Your Skill Building Center (Goal: To provide a domain for further skill building, and according course modules as based on client requirements)
- Help Desk Check-In / Briefing (Goal: To provide for course requirements, content, scheduling, and landmark information; operational check of Newbie event skills, in-course Trainer service and support, out-world / in-world Newbie service and support, disaster recovery)
- Teaching and Learning (Goal: To provide for quality training services, and according course modules and events as based on client requirements)
- Help Desk De-Briefing (Goal: To collect firsthand information about Newbie problems and incidents, Trainer and course feedback, course follow-up tasks, evaluation, continuous improvement)
- Sharing (Goal: To provide for shared resources)
- Newbie Social Interaction / Getting Immersive (Goal: To provide for cultural activity for Newbies)
- Communities (Goal: To provide for social networking, places to see, and things to do)
You may read more details about Key Process Areas and their Goals at this Virtual Help Desk introduction:
http://second-life-tool-ranking.ning.com/group/virtualhelpdesks2. The remedy of a Problem or Incident includes Common Features and Key Practices:
2.1 Common Features: Common features include practices that implement and institutionalize a key process area. There are five types of common features: Commitment to Perform, Ability to Perform, Activities Performed, Measurement and Analysis, and Verifying Implementation.
2.2 Key Practices: The key practices describe the elements of infrastructure and practice that contribute most effectively to the implementation and institutionalization of the Key Process Areas.
In other cases, please use these forms:
Recommendations for Continuous Improvement of Virtual Learning Processes:
http://tinyurl.com/recommendation-improvementRecommendations for Continuous Website Improvement
http://spreadsheets.google.com/viewform?formkey=clh4QXdjSWhrNXNyN2tlTkMtM1BpTmc6MA..
Second Life Support
http://secondlife.com/support/Powered by Google Forms
http://spreadsheets.google.com/viewform?formkey=dHRMRFFWRkRVOEs0ZGY2ZGJzYndGRUE6MA..
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