The Matrix 31 Work Force Management Jeopardy Template

THE DAILY GRIND (Normal working Schedule)	DISPATCH AFTER DARK (After Hours/On Call)	WEEKEND WARRIORS	WEEKEND ON-CALL	ESCALATIONS
100 What is immediate acceptance upon receipt or call NCDC? Field Action Required for Corrective 1 & 2 & 3	100 What is no action needed? Field Action Required for normal IRTH, Appointments, Corrective 5, and Non-Corrective	100 What is no action needed? Field Action Required for normal IRTH, Appointments, Corrective 5, Non-Corrective	100 What is Call tech, and escalate to manager if no response in 15 minutes? NCDC Action if ticket is not accepted: Corrective 1 & 2	100 Who is the Field Manager? The person you call when the Field tech does not respond to the NCDC in allotted time frame?
200 What is Follow Dispatch 3.1 process; only accept tickets that will be worked? Field Acton Required for Corrective 4 and Field Action Required for normal IRTH	200 What is no action needed? NCDC Action if ticket is not accepted for normal IRTH, Appointments, Corrective 5, and Non-Corrective	200 What is Follow Dispatch 3.1 process; only accept tickets that will be worked? NCDC Action if ticket is not accepted Corrective 4	200 What is call tech, and escalate to manager of no response once tkt is in jeopardy? NCDC Action if ticket is not accepted: Corrective 3	200 Who is the Field Director? The person you call when the Field Manager does not respond to the NCDC in allotted time frame?
300 What is Immediate Acceptance? Field Action required for Emergency IRTH	300 What is Immediate acceptance upon receipt or call NCDC? Field Action Required for Corrective 1 & 2 & 3	300 What is no action needed? NCDC Action if ticket is not accepted: Corrective 4	300 What is call tech, and escalate to manager of no response once tkt is in jeopardy? NCDC Action if ticket is not accepted: Corrective 4	300 Who is the Field Vice President The person you call when the Field Director does not respond to the NCDC in allotted time frame?
400 What is Call tech, and escalate to manager if no response in 5 minutes? NCDC Action if ticket is not accepted: Emergency IRTH	400 What is no action needed? NCDC and Field Action for Corrective 4	400 What is no action needed? NCDC Action if ticket is not accepted: Appointments	400 What is call tech, and escalate to manager if no response in 5 minutes? NCDC Action if ticket is not accepted: Emergency IRTH	400 Who is Ron Pasquale? The NCDC Director
500 What is call tech, and escalate to manager if no response in 15 minutes? NCDC Action if ticket is not accepted: Corrective 1 & 2	500 What is Call tech, and escalate to manager if no response once ticket is in jeopardy? NCDC Action if ticket is not accepted: Corrective 3	500 What is no action needed? NCDC Action if ticket is not accepted: Required for normal IRT	500 What is no action needed? NCDC Action if ticket is not accepted: Appointments, Corrective 5, and Non-Correctives	500 Who is Todd Wilson? The Vice President of FSO

THE MATRIX 3.1 - WORK FORCE MANAGEMENT

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