Visio-SOFA Process v7 8.4.06

8/14/2019 Visio-SOFA Process v7 8.4.06

1/11

DIGRS

SOFA

Orders NRL(Order Data)

F_Run_Rate(Billing Data)

Compare atService level by

PIID-SCID for a setof attributes

For each PIID-SCID, and eachattribute, DIGRS determines ifthe attribute is a Match, Mis-

Match, or No Match andassigns Match Status

Products:Network & Internet Services

Managed ModemClarify Voice

Excludes: Magma and SLDBVoice

Match Status:M-Match

E-Mis-MatchN-No Match

Attributes:MRRNRRYRR

Service Status:Active

Disconnect

E-A : Mis-Match ActiveE-D : Mis-Match DiscoN-A : No Match ActiveN-D : No Match Disco

Products included arethose that are Clarifyinitiated. These are

primarily the Network &Internet Services

products.

Also excluded are allMagma orders. There is

no plan to audit thesedue to low strategic

priority.

TITLE

SOFA Audits

Updated 8/4/06

DIGRS

SLDB(Voice Order Data)

One-Off Audits

RevenueCommitment

Audits

Audit Name = DIGRS

Audit Name = One-Offs

Audit Name = RevenueCommitments (future)

Active Items that are a Mis-Match (E) or No Match(N). Must be active in either Clarify or Kenan, notnecessarily in both. If disconnected in both, those

are held in DIGRS and not moved to SOFA.


2/11

N

EEnter SOFA

Routine Audit1.0

Enter SOFAN Process

2.0

Match Status?

Level 1.0 DIGRS

Pull E & N foreach Attribute fromDIGRS into SOFA SOFA

PendingBilling?

No

SOFA gives anAudit Status of

Pending BillingYes

SOFA checks to see if theitem has just been received bySES (Billing) within a period oftime. Currently, this Pending

Billing Window is 60 days.


3/11

Audit

1.2

Submit FixRequest

1.3

Complete Audit

1.5

Audit Statuses:

Complete- FA Fixed- FA Validated- System Fixed- Data Fixed

Enter SOFARoutine Audit

1.0

Audit Statuses:

In Audit Process- Pending Further Research- Pending Stakeholder Review- DIGRS=M- SOFA/DIGRS Issue

Audit Statuses:

In Audit Process- (3)Help Submitted to Billing- Order Fix Submitted- No Fix Needed

Fix Completedin Field

1.4

Note:Step 1.1 was removed and moved to step 1.2.4.I did not re-number these boxes as it would requirerenumbering throghout our documentaiton. Thus, thisprocess now begins with 1.2 (there is no 1.1)


4/11

Audit 1.2.

Progeon

Level3

Create PendingScorecard record if

appropriate1.2.7

Contact Account Teams(ATG 10.0)

1.2.6

Update Audit Status &Sub Status with Audit

Comments1.2.3

Update Root CauseCategory and Reason

1.2.5

UpdateDiscrepancy

Status if Needed1.2.4

Conduct ManualAudit

1.2.2

Prioritize AuditQueue

1.2.1

Move toSubmit FixRequest 1.3

FA Only FA Only

Update COF Status1.2.8

Billing Only


5/11

Prioritize AuditQueue

1.2.1

The following filters and priorities are applied for new items (IAP-null)

Date Added MonthThis date reflects when the item was added to SOFA. The team works to resolve itemswithin 3 months of the item being added.

ThresholdItems above $1,000 in absolute value of the difference between Kenan and Clarify areconsidered Above Threshold. The team works to resolve all Above Threshold items withinthe 3 month window. Below Threshold items are worked if there is time.

Audit CategoryAs DIGRS logic or related issues are identified for false positives, a category is applied andthese items are ignored by the auditors as the DIGRS logic fix should resolve these items.

One exception is Audit Category of IA orders. These are not audited as they are out of scopeand there are no DIGRS fixes planned.

Discrepancy TypeSome items are able to be automatically identified with a discrepancy type. Where possible,this is used to focus on Rev Impact discrepancies over other issues. However, the majorityof items must be researched to identify the discrepancy type; thus, this does not drive priorityat present. Current priority of Discrepancy Type is as follows.1. Rev Impact-Under2. Rev Impact-Over3. Discrepancy Type =Null4. Data Integrity


6/11

Conduct Manual Audit 1.2.2.

Level3

Progeon

Yes

No

6 (3)Help Sub. to Billing

7 Order Fix Submitted

8 No Fix Needed

Is problemdetermined?

Recordsthat have

AuditStatus ofIn AuditProcess

Follow the auditprocedure

(see Progeon M&Pdocumentation)

1 (null)

Check current In AuditProcess Sub-Status

Move toUpdate AuditStatuses 1.2.3

ConsiderAdditional Audit

Steps1.2.2.1

4 DIGRS=M

2 Pending FurtherResearch

Review Audit Processsteps

3 Pending SH Review

13 Unable to Fix

5 SOFA/DIGRS Issue

Rowdy to review and fix

business rules or logic asappropriate

Move toComplete 1.5

Pull Order History(TOES Qry)(ATG 4.0)

Pull Billing History(RM Qry)(ATG 5.0)

Look up Billingin Kenan

FA Only Billing Only

Look up COF inDocumentum

Billing Only

14 Fix Needed

Move toSubmit Fix 1.3


7/11

Update Discrepancy Type 1.2.4.

Analysts

System(

SOFA

)

Yes

No

No

Yes

Meets criteria ofquery?

Disc Type alreadyPopulated?

Records

that meetcriteria

AnalystPopulate Discrepancy

Type according todefinitions

(See Status Definitions)

Move toAudit 1.2

Populate DiscrepancyType as Revenue

Impact-Over or-Under

Move toAudit 1.2

Analysts to do initialresearch to determine

Discrepancy Type

SOFA to query for Rev

Impact based on revrelated to order history


8/11

Consider Additional Audit Steps 1.2.2.1.

Pr

ogeon

No

Does it look like its aspecial contract

arrangemnt?

Look for Contract and/orQuote and assess(ATG 2.0 & 3.0)

Discuss with accountteam, SBU, and other

stakeholders(ATG 10.0)

Yes

Could this be an SESissue?

Check SES or PDB forbilling status?

(ATG 5.0)Yes

Is there a questionas to the active/disco statusof this service?

Check network info(ATG 9.0)

Is problemdetermined?

Move toUpdate AuditStatuses 1.2.3

Yes

Yes

Consider next AdditionalAudit Step

No

Yes

No

No

No

Look at Clarify Notes forany insight(ATG 4.0)

What other considerations should we

include?

Recordsfrom 1.2.2

wherediscrep.

problem isunknown.

Update Audit Statuses asUI-SOFA/DIGRS Issue

Move to

Update DiscrepancyStatus 1.2.4

Does Rev amt fromDIGRS match current

billing amt?


9/11

Submit Fix Request 1.3.

Level3

Billing Only

Order Entry

No

Yes

No

Move toComplete 1.5

Is a Fix Needed?

Update Audit Status to8 IAP-No Fix Neededand update comments

Is this a special?

Validate audit results anddetermine fix approach

Re-Evaluate Audit and/ordetermine if this is a new

case.Move toAudit 1.2.2

Update audit notes andstatus as needed. Mayneed to send back to

auditor

Update Audit Status to7 IAP-Order Fix

Submittedand update comments

Sub Statuses14 Fix NeededOr, possibly6 (3) Help Submitted to Billing7 Order Fix8 No Fix Needed

13 Unable to Fix

Recordsthat havecompletedAudit 1.2

Step

Update Audit Status to

6 IAP-(3)Help Submittedto Billing

and update comments

Submit request to CPM.Some items may be best

grouped together.

Submit BIRD Request

Update Audit Status to13 IAP-Unable to Fixand update comments

Yes

Update to one ofthese statuses, as

appropriate, per theStatus Definitions.

Yes

No

Yes

Vicki will need torun a query (or RC

build a queue?)

Has Fix processbeen intiated?

Research & Figure outwhat is the delay.

Escalate as necessary

Has the item been inthis status >10

days?

No


10/11

Complete Audit 1.5.

System

(SOFA)

Yes (M) Yes

No (E or N) No

Yes (analyst)

No

Yes

No (System)

Does DIGRS findthis record as an

M?

Is this recordassigned to an

analyst?

Move toAudit 1.2

What is the currentAudit Status & Sub?

Is this recordcurrently in SOFA?

All Recordsin DIGRS

IAP- No Fix Needed

Record enters (orremains in) SOFA

Audit Complete

Current Status shouldbe (could only be)

IAP (no sub status)with System as the

Owner

Record ignored bySOFA

IAP-Pending SH Review

SOFA changes AuditStatus & Sub to

Complete-FA Fixed

Is the current Statusand Sub IAP-No Fix

Needed?SOFA changes Audit

Status & Sub toComplete-System/Data

Fixed

IAP-(3)Help Submitted toBilling

SOFA changes AuditStatus & Sub to IAP-

DIGRS=M

SOFA ignores record.Already complete.

IAP-DIGRS=M


Complete-FA Validated

Complete-All SubStatuses

Move toSOFA RoutineAudit 1.0

SOFA ignores item.Leave for Analyst toreview and update


Complete-FA Validated

IAP-Pending Further

Research

IAP- Unable To Fix

IAP-Order Fix Submitted

IAP-SOFA/DIGRS Issue


Complete-Data Fixed


11/11

Enter SOFA NProcess

2.0

1. Data Error IncorrectID

2. Asia-Pac Orders

4. IA Orders

5. Cancelled Discos

6. Null

Assess and Fix viaReporting Offline

Assess to furthercategorize

Put in one of existingcategories above or

create a new category.

Populate Discrepancy

Type as RevenueImpact-Under

Query toDetermine

N Category

2.1

Filtered N-A Records

Move toSOFA RoutineAudit 1.0

Is this record still anN?

Yes

Yes N

No E

Audit Statuses:

In Audit Process- (null)

No M

Populate Discrepancy

Type as Data Integrity-Order Issue

Move toComplete Audit1.5

This process documentation isout of date. See SOFA Issues

log and other documentation forcurrent list of categories and

processes.

Documents

Visio-SOFA Process v7 8.4.06