| 5.4 Improvements
01 Improvement Management | |
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| 5.4.01 How to add a new Improvement | | 1. From the application support dashboard, press the "Search..." icon on the menu bar - the Application Support Improvement list page will popup. | | 2. Press the "Add..." icon on the menu bar - an Application Support Improvement form will popup. | | 3. Select the state as "Improvement Made" - this is mandated. | | 4. Select the class - this is mandated. If nothing else applies, select "Technical Support". | | 5. Select the scheme you are using - this is mandated. If you do not know your scheme, select "All Applications". | | 6. Select your role in the application - this is mandated. If you do not know your role, select "All User Roles". | | 7. Select your priority on using the application - this is mandated. If you do not know what priority to use, select "Low". | | 8. Select the impact it is having on your use of the application - this is mandated. | | 9. Enter a document number of page reference number from the lower left of each web page - this is mandated. If your Improvement does not apply to a document or web page, please enter "None". | | 10. You may optionally enter a policy, vessel or client identity number of 6 digits - this may help your Improvement Fulfilment Team to recreate your problem. | | 11. Review all data and then press the "Refresh" icon on the top menu. | | 12. In the support topic, enter a mandatory subject of up to 32 characters and enter a mandatory topic of up to 500 characters. | | 13. If you need to add more topic information, click the green plus icon to add another topic - any number of topics can be added and nothing can be deleted. | | 14. Review your Improvement and enter search key words in the "tags" long field - any number of search tags may be associated with each Application Support Improvement. |
| How to email a Improvement | | 1. For any selected Application Support Improvement, click the "Report..." icon on the top menu - a summary email message will popup. | | 2. To print the report, right button click on the page to show a mini menu and select "print". | | 3. To email the report, click the email icon in the lower left corner - you will get a "mailed ok" reply. | | 4. Close the message page and check your emails - you will get a copy. |
| How to reply to a Improvement | | 1. For any selected Application Support Improvement - support topic, click the green plus icon to add a new support topic. | | 2. Enter a subject for rapid identification and enter your topic of up to 500 characters. | | 3. If you need to add more topic information, click the green plus icon to add another topic - any number of topics can be added and nothing can be deleted. | | 4. When you are happy that the matter has been dealt with, you can close the Application Support Improvement by changing it state to "Closed".. |
| How to add an attachment | | 1. For any selected Application Support Improvement, click the "Topics..." icon to popup that topic with additional upload fields. | | 2. Click on Attachment label and icon to popup attachment - if an attachment has been uploaded. | | 3. Click on the icon to popup the upload page. | | 4. Click browse to find the attachment on your computer and then click upload to send the document to the cloud. | | 5. Close the upload page and refresh the topic page to view you attachment. |
| 1. Introduction | | The application service has a built in Application Support for all kinds of technical Improvements. This is designed to reduce the time and cost to making a complete and correct Improvement; it provides classification of each Improvement so it can be handled by the correct person in our Improvement Fulfilment Team, and it ensures that all information is shared by all interested parties. | | The primary purpose of your evolutionary and continual improvement capability is to ensure that your application services continue to match your business requirements. For compliance reasons, changes to operational data is not an application service improvement and the Information Engineers who make application service improvements do not have access to operational data. All continual improvement engineering tasks are made in a different development environment that does not have access to any operational data. |
| 2. Open and Transparent | | The application service is not only open and transparent, but can demonstrate that fact by making certain that all Application Support Improvements are shared with all users. The time it takes to respond to each Improvement will be dependent on its priority, but the history of every change is permanently recorded in multiple remote locations and cannot be changed. | | Each Application Support Improvement consists of two parts; (1) classification details of the Improvement and (2) one or more topic notes. Every drop down list is mandatory for classification purposes and a Improvement that is not classified correctly may not be actioned by the correct Improvement Fulfilment Team member. | | A complicated Application Support Improvement may have say 20 topics where different users contribute to the Improvement to clarify a point or seek approval to improve. The subject may contain a sequence number to make it easy to reference other topics. |
| 3. Legal Obligations | | Your Application Support Service includes filters to comply with legal obligations that messages comply with your terms of service and do not offend or contain inappropriate content. Any inappropriate content shall be automatically removed and the offender must be automatically blacklisted from all application services - they will not be able to sign in again. What is a joke by one person may be offensive and unprofessional by another authorized user and it is a legal obligation on the application service to prevent litigation between authorized uses. |
| 4. User Rights | | Every user has the right to add a new Application Support Improvement. Defects will be responded to instantly and will be resolved without any delay. The application service has an owner who will authorize all improvement and Continual Improvements. CRM data owned by each Broker-Manager who will approve and schedule when such changes can best be applied. Scheme data owned by each Insurer who will approve and schedule when such changes can best be applied. | | We welcome every Application Support Improvement and actively encourage every user to tell us how the application could be improved to make their job easier. If you can show that productivity and effectiveness can be delivered by an improvement Improvement, you can be certain that your Improvement will be delivered. |
| 5. Email | | Application Support Improvements have a built-in email service where any Improvement may be emailed to its author. Where an Application Support Improvement has priority, press the "report" icon and press the "Email" icon - a copy of the Improvement will be emailed to the author. When a reply has been added by a member of the Improvement Fulfilment Team, the "Report" and "Email" icons are pressed to send a copy to the author. The disposition of a Improvement will change from time to time and a detailed history of all changes (including email date and time) may be viewed by all users. | | Plain text email is recorded and monitored by many bodies causing email to be unsecure and unsuitable for communicating business information. Email may be suitable for ad-hoc communications between friends and family, but business information should never be disclosed in an email because systematic copying of such messages could impact on your way of doing business. Secure Application Support Improvement services are now available and that makes email an obsolete and unsafe way of doing business. |
| 6. Attachment | | Application Support Improvements have a attachment document upload for each topic and any number of topics are supported. For security reasons, file types are restricted and documents containing unusual data shall be deleted. Maximum document size is one million bytes, but typical document size should not exceed one hundred thousand bytes. | | Attachments should be HTML or PNG file format to ensure that they will still be readable without any proprietary software in ten years time. Office DOC and XLS documents should be saved as HTML filtered files without any links - HTML is the language of the Internet with more than 10 billion web pages. PDF was designed before security was an issue and PDF has been responsible for more security vulnerabilities than all other file formats in the last five years - it is no longer fit for purpose. The cover note in PDF format is 212 KB but the same cover note in HTML is 10 KB - it is no longer cost effective to store PDF files when HTML is so much more efficient.. |
| 7. Search Tags | | Each Application Support Improvement can have a long list of key words that are used as search tags. The key subject matter of any support Improvement should be easy to search for using key words. A knowledgebase of frequently asked questions and common queries will become reusable by all authorized users. |
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