Create seven Service Level Agreements with the above priority customers, using the Service Level Agreement template. 3.) Evaluating and 2 Routine Engage Director Internal record Internal: monitoring service documentation customers and DCCMS to of accuracy Staff time – performance and not in place explain appoint lead review: Leads for outcomes uncertainty to manager. By end of activities to be them. February 2016. identified by Director DCCMS to document internal review of forecast on a daily basis. Implement External: customer survey, External Cost for 6-7 questions customer implementing survey: survey WMO to share Carry out survey link to WMO PWS in May 2016. survey guide for DCCMS to use as a template. 2 Process Incorporate Amos End of June Internal: 4.) Sustaining documentation processes into 2016 time Amos’ improved service not in QMS QMS system. delivery system for all products 5.) Developing skills 2 No service Nominate a Director to End of Internal: needed to sustain deliver service delivery appoint lead November 2016 Service Delivery service delivery champion in champion. manager Manager staff place time
Create seven Service Level Agreements with the above priority customers, using the Service Level Agreement template. 3.) Evaluating and monitoring service performance and outcomes 2 Routine documentation not in place Engage customers and explain uncertainty to them. DCCMS to document internal review of forecast on a daily basis. Implement customer survey, 6-7 questions WMO to share link to WMO PWS survey guide for DCCMS to use as a template. Director DCCMS to appoint lead manager. Internal record of accuracy review: By end of February 2016. External customer survey: Carry out survey in May 2016. Internal: Staff time – Leads for activities to be identified by Director External: Cost for implementing survey 4.) Sustaining improved service delivery 2 Process documentation not in QMS system for all products Incorporate processes into QMS system. Amos End of June 2016 Internal: Amos’ time 5.) Developing skills needed to sustain service delivery 2 No service deliver champion in place Nominate a service delivery champion. Director to appoint lead manager End of November 2016 Internal: Service Delivery Manager staff time
Finalreport_WMOServiceDeliveryPilot_WorkshopMalawi2015.docx