Page 31 - Tech handbook 2019 rev 6 whyperlinks

Table of Contents

1. Introduction .................................................................................................................................. 2
Overview .................................................................................................................................................. 2
Purpose ..................................................................................................................................................... 2

Policy Statement ...................................................................................................................................... 3
Plan Management ..................................................................................................................................... 3
Scope ........................................................................................................................................................ 3

2. Acronyms and Abbreviations ..................................................................................................... 4
3. Management ................................................................................................................................. 4
3.1. Organizational Structure .............................................................................................................. 4

3.2. Roles and Responsibilities ........................................................................................................... 4
3.2.1. Senior Management ................................................................................................................... 5
3.2.2. Service Management .................................................................................................................. 5

3.2.3. Field Service Engineer Lead ...................................................................................................... 5
3.2.4. APMC ........................................................................................................................................ 5
4. Required Documentation ............................................................................................................ 6

5. Quality Assurance Procedures .................................................................................................... 7
5.1. Walkthrough Procedure ............................................................................................................... 7
5.2. Review Process ............................................................................................................................ 8

5.3. Review Procedures ....................................................................................................................... 8
5.4. Service Quality Verification / Internal Process Audits ................................................................ 8
5.5. Audit Procedures .......................................................................................................................... 9

6. Reporting Procedures for Non-compliances .............................................................................. 10
7. Risk Management and Mitigation .............................................................................................. 10
8. Resource Estimates ...................................................................................................................... 11

1 December 12, 2019