error disputes

PURPOSE: This is the standard for disputing errors as they appear on the design error report.

TRAINING MATERIALS:

SLA EXPECTATIONS:

• Actual contested errors should be sent on Wednesdays to allow enough time to review and removed before the next week's reports.

• 24 hrs to review actual disputes

DETAILED STEP BY STEP:

I.  Send an email of your disputed errors to your Team Lead

Use the following format:

1. Subject of email “Quality dispute **Date** 

2. Body of email should include (for each account) 

   • Account: (the name of the account should be hyperlinked)

   • Quality Error type: 

   • Compliance Error reason: 

   • Dispute Reason(s): 

II. Team Lead will review the disputes, provide any teaching opportunities as needed

1. The purpose of teaching and learning opportunities is to own your mistakes and learn from them.

2. Not every error should be disputed. Only valid disputable errors should be disputed. Make sure to consult the training materials and SOPs in the ION Oracle before beginning an error dispute.

Step III: Team Lead Disputes Errors in Salesforce

1. Complete Investigation:

   • Ensure a full investigation of the issue has been completed before submitting disputes.

2.  Enter Change Order:

• Fill out the "Error Dispute Request (Date Stamp)" and "Error Request Details" sections in Salesforce.

• Ensure all necessary details are included in the change order.

3. Manage Training and SOP Updates:

   • Make necessary corrections to training and SOPs in ION Oracle based on the findings from the disputes.

IV. The Quality Control Supervisor will investigate

1. This will involve looking at the project through the lens of the entire project timeline to determine who is at fault.

2. Quality Control Supervisor will also cross reference real building code, and training materials/SOPs present on ION Oracle.

Step IV: Quality Control Supervisor Investigation

1. Investigate Thoroughly:

   • Examine the project timeline and all relevant documentation.

   • Cross-reference real building codes and training materials/SOPs in the ION Oracle.

Step V: Quality Control Supervisor's Resolution

1. Determine Resolution:

   • Correct Assignment: If the error was incorrectly assigned, correct it.

   • Stand by Error: If the error stands, provide a detailed explanation.

Step VI: Team Lead's Response

1. Concede or Further Dispute:

   • If necessary, the Team Lead may further dispute the resolution by scheduling an in-person meeting with the Quality Control Supervisor.

Notes:

• New Email Chain: Start a new email chain for each week's disputes.

• Review Time: Allow Eli 24 - 48 hours to review the dispute unless escalated.

• Purpose: The purpose of error disputes is to learn from valid errors and correct those that are not your fault, not to belittle or reduce bonus pay.

By following this detailed step-by-step guide, the error dispute process should be clear and organized, ensuring efficient handling and resolution of disputes.