SME rework sop
| SME Visit use cases(Scenario where we send sme ) | ||
| Project ongoing | After project completed (D+1) | |
| If issue is not fixed by partner If cx want a quality inspector If cx and partner not on same page (eg partner says there is seepage and cx says there is no seepage) if partner no show for 24 hours and no revert on slack send sme |
If partner is churned send sme If partner no show more 1 time send sme (in case of revisit or rework) In case on revisit partner confirm its oow (eg partner says there is seepage ,cracks, undulation) If partner non contactable for 24 hours and no revert on slack send sme |
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| SME VISIT TAT | ||
| Project ongoing | After project completed(D+1) | |
| Ticket created before 4pm | Ticket created after 4 PM | |
| if sme aligned on ongoing project ask sme to pay visit by same day | if sme aligned on ongoing project ask sme to pay visit by next day | sme need to pay visit as per cx availability |
| SME VISIT FORMAT | ||
| For ongoing project | After project completed (D+1) | |
| TICKET ID- | TICKET ID- | |
| CX name- | CX name- | |
| Cx phone no- | Cx phone no- | |
| Cx address- | Cx address- | |
| google map link- | google map link- | |
| partner name or phone no- | partner name or phone no- | |
| Cx issue - affected area, issue, expectation, and visit time eg(2 wall in bedroom, finishing issue/patchy work/seepage/cracks,23 feb /2 PM) |
Cx issue - affected area, issue, expectation, and visit time eg(2 wall in bedroom, finishing issue/patchy work/seepage/cracks,23 feb /2 PM) |
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| PDF- downloaded pdf | PDF- downloaded pdf | |