Intershop Customer Support & Training Quality Manual

Quality Manual Revision 9

Page 1 of 33

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Intershop Customer Support & Training Quality Manual

REVISION HISTORY

Rev. Description of Change

Author Approved By: Signature Effective Date

0 Initial Release K. Vallila 2002-10-10

1 Changes made per initial meeting for ISO 9001:2008 certification

K. Vallila H. Goettler On hard copy

2003-07-10

2 Exchanged illustration, inserted Design and Development illustration, minor text edits for clarity

R. Swialkowski

H. Goettler On hard copy

2003-08-12

3 Changes made to clarify points noted by third party certification agency.

K. Vallila H. Goettler On hard copy

2003-08-28

4 Updated Org. Chart K. Vallila H. Goettler On hard copy

2004-07-09

5 Updated Org. Chart and Matrix of Documents and Records

R. Swialkowski

S.Richter On hard copy

2005-08-15

6 Implemented new departmental structure

R. Swialkowski

H. Goettler On hard copy

2006-06-28

7 Update doc to be in sync with german version

M.Mulack A. Stephan On hard copy

2011-03-31

8 Update doc to be in sync with german version

A. Bebber A. Stephan On hard copy

2011-06-01

9 Update Y. Gerstmann A. Stephan On hard copy

2013-06-06

Quality Manual: Revision 9 Page 2 of 33


Table of Contents

1 Scope ........................................................................................................................................................... 5

1.1 General .............................................................................................................................. 5

1.2 Customer Support & Training Organizational Chart .......................................................... 6

2 Normative Reference .................................................................................................................................. 7

3 Terms and Definitions ................................................................................................................................ 7

4 Quality Management System ..................................................................................................................... 8

4.1 General Requirements ....................................................................................................... 8

4.2 Documentation Requirements ........................................................................................... 8

5 Management Responsibility..................................................................................................................... 10

5.1 Management Commitment............................................................................................... 10

5.2 Customer Focus ............................................................................................................... 10

5.3 Quality Policy ................................................................................................................... 11

5.4 Planning ........................................................................................................................... 12

5.5 Responsibility, Authority, and Communication ................................................................ 12

5.6 Quality Management Review ........................................................................................... 13

6 Resource Management ............................................................................................................................. 14

6.1 Provision of Resources .................................................................................................... 14

6.2 Human Resources ........................................................................................................... 14

6.3 Infrastructure .................................................................................................................... 15

6.4 Work Environment ........................................................................................................... 16

7 Product Realization .................................................................................................................................. 17

7.1 Planning of Product Realization ....................................................................................... 17

7.2 Customer Related Processes .......................................................................................... 17

7.3 Design and Development .................................................................................................... 19

7.4 Purchasing ....................................................................................................................... 20

7.5 Product and Services Provision ....................................................................................... 20

8 Measurement, Analysis and Improvement ............................................................................................. 22

8.1 General ............................................................................................................................ 22



8.2 Monitoring and Measurement .......................................................................................... 22

8.3 Control of a deviant Product ............................................................................................ 23

8.4. Improvement ................................................................................................................ 23

9 Matrix of Documents and Records .......................................................................................................... 25

10 Index of Figures and Tables ................................................................................................................... 33



Preface Intershop Customer Support & Training is dedicated to provide the best service to our customers. Our departmental motto is to provide customers with “Top Quality Support”. As part of these efforts, we wanted to have a benchmark for the processes that we already have in place. We decided that one of the best measures for the effectiveness of our processes would be ISO 9001:2008 certification. The certification will serve as verification that we provide consistently high quality to our customers, and is a milestone in our cycle of continuous improvement. I personally affirm my commitment to enhancing the Intershop Customer Support & Training Quality System. I fully support the provisions of this manual. The documentation has one main objective: to serve as a structured basis for the further improvement of the support processes. As a consequence, the Quality Manual and Process Handbook provide an excellent overview of the existing processes, as well as those that are undergoing changes. Enjoy reading the Customer Support & Training Quality Manual, and please come back with proposals for improvement. Andy Stephan Director Customer Support



1 Scope

1.1 General The Intershop Customer Support & Training Quality Manual provides general policies and procedures for the services provided by Intershop Customer Support & Training with respect to the department’s commitment to customer satisfaction, objectives for quality, continuous improvement, and all elements of ISO 9001:2008. The Intershop Customer Support & Training Quality Manual is the top-tier quality documentation for Intershop Customer Support & Training, head quartered in the Intershop Tower, 07740 Jena, Germany. Support hotline: +49.3641.50.1600, fax: +49.3641.50.1009, e-mail: [email protected] Trainings hotline: +49.3641.50.1400, fax: +49.3641.50.1409, e-mail: [email protected] The Customer Support & Training department provides technical support services to customers using Intershop software who have a Support Contract, as well as training regarding Intershop software. The support services are provided via telephone, e-mail, and fax or in some cases at customer side. For training we offer trainings onside and in the Intershop training department in Jena. The technical support services that we provide include:

• Assistance with simple and user-defined installations • Assistance with the installation of officially released Intershop cartridges • Assistance with standard installations of Intershop Minor Releases, Patches, and Hotfixes • Assistance with the administration and configuration of operating systems, as long as the

questions are directly related to the deployment of Intershop software products • Assistance with the configuration and administration of components that have been

delivered with and are directly related to the Intershop Software • Assistance with the use of documented features of the Intershop software • Assistance with general questions on database maintenance, database backups, and the

restoration of data, as long as they are directly related to the use of Intershop software • Assistance with the use of Intershop Enfinity and Intershop 7 programming interfaces • Assistance with the use of developer tools (such as Enfinity and Intershop 7 Studio)



1.2 Customer Support & Training Organizational Chart

Diagram: "Customer Support Org. Chart"

Senior Support Engineer Customer Support

Director Customer Support Global

Team ManagerGeneral Account Support

Team

DRI Product Acceptance & Support Escalation

Support EngineerCustomer Support

Team ManagerKey Account Support Team


Team LeadCustomer Support SF

Support Engineer Customer Support SF

TraineeCustomer Support






Support Process EngineerCustomer Support

Support Account ManagerCustomer Support Hamburg



General Account Support Team (GAST)

Key Account Support Team (KAST)


Support Administration

San Francisco Product Acceptance Contract Office



PROCESS INFORMATIONProcess Name: Customer Support Org. ChartProcess Owner: Customer Support Process EngineerVersion: 8Created: 2002.02.08

Revision 1: 2002.10.20Revision 2: 2003.06.03 Revision 3: 2003.08.20 Revision 4: 2004.04.26 Revision 5: 2004.06.09 Revision 6: 2004.07.09Revision 7: 2011.03.23Revision 8: 2011.05.26

By: Kristine Vallila

By: S. Richter/K. VallilaBy: S. Richter/K. Vallila By: S. Richter/ K. VallilaBy: K. Vallila By: K.VallilaBy: K. Vallila By: A. Bebber

Director

Team Lead/ Process Owner

Employee

Student/Trainee

Technical WriterSupport Automation

Support Automation

Manager Training

Technical Trainer

Technical Trainer

Technical Trainer


TraineeCustomer Support


Figure 1: Customer Support & Training Organizational Chart



2 Normative Reference The Normative Reference is the ISO 9001:2008 Standard, EN ISO 9001:2008.

3 Terms and Definitions

24x7 After hours emergency support.

ACD Abbreviation for “Automated Call Distribution System”.

CS Abbreviation for “Customer Support”.

CRM Abbreviation for “Customer Relationship Management System”.

Customer Any organization or individual that enters into a contractual agreement with Intershop Customer Support & Training for delivery of Intershop Customer Support & Training services.

Customer Support Process Engineer

The Quality System Management Representative within Intershop Customer Support & Training.

DRI Abbreviation for “Direct Responsible Individual”.

Documented Written.

ISO Abbreviation for “International Organization for Standardization”.

IT Abbreviation for “Information Technology”.

KPI Abbreviation for “Key Performance Indicator”

MBO Abbreviation for “Management By Objective”, the employee management method used to set employee goals during periodical employee reviews.

OPS Team The Operations Team is the group of team managers in Intershop Customer Support & Training.

PDCA PDCA stands for Plan-Do-Check-Act, the tool for continual improvement used by Intershop Customer Support & Training.

Process Owner The person in Intershop Customer Support & Training who is responsible for a certain key process. This person shall approve any revisions to the process description before it is issued.

Product The services provided by Intershop Customer Support & Training.

QA Abbreviation for “Quality Assurance”.

QSMR Abbreviation for “Quality System Management Representative"

Quality Management System Intershop Customer Support & Training organizational structure, procedures, processes, and resources needed to implement and maintain quality management. Abbreviated as QMS.

Quality Policy Overall intentions and directions of Intershop Customer Support & Training with regard to quality as formally expressed by Intershop Customer Support & Training management.

Quarterly Review The regularly scheduled top management reviews of the Quality Management System.

Shall Use of this word means that the action described is mandatory.

TQS Intershop Customer Support & Training abbreviation for “Top Quality Support”.



4 Quality Management System

4.1 General Requirements The Quality Management System is documented. Intershop Customer Support & Training identifies the processes needed for the Quality Management System and ensures the availability of resources and information necessary to support the operation and monitoring of these processes. Intershop Customer Support & Training uses the ISO 9001:2008 model of a process-based Quality Management System as the basis for its own Quality Management System, illustrated in Figure 2.

Figure 2: Model of Intershop Customer Support & Training process-based Quality Management System

4.2 Documentation Requirements Documents and work instructions are given as required by ISO 9001:2008 to ensure the quality of processes and services provided. Responsibility for creation and updates of all Quality Management System documentation shall be a cooperation between each Process Owner and the QMSR. The documentation hierarchy of the Intershop Customer Support & Training Quality System is summarized in Figure 3: Structure of Quality System documentation.



Figure 3: Structure of Quality System documentation

4.2.1 General Quality System documentation is available to all members of the Customer Support & Training organization in both print and electronic format. The current version is listed in the history at the beginning of each document. Records and work guidelines are either available as hard copy, or as HTML documents online. Records that are kept as HTML documents online are updated automatically via automated scripts.

4.2.2 Quality Manual The Intershop Customer Support & Training Quality Manual addresses how Intershop Customer Support & Training meets the key requirements of ISO 9001:2008. The Quality Manual is for internal and external use. The Intershop Customer Support & Training Quality Manual is the top-tier, or level 1, document (See Figure 3 for an illustration).

4.2.3 Control of Documents Any new processes, procedures, instructions, or documents shall be approved by the designated Process Owner before issue. All documents shall be assigned a revision number and a brief description of the change shall be noted in the document history. The editing and creating of documents shall be carried out according to “Process Handbook Revision”.

Related Processes: Process Handbook Revision

Related Documents: Process Handbook

Related Records: Internal Audit Records



4.2.4 Control of Records To verify the constant achievements of Intershop Customer Support & Training, quality records are maintained. Examples are:

• Organizational Charts • Internal Audit Records (Corrective Action Request) • Training Records • Statistics • Protocols • Results of Customer Surveys • Employee Review Records (Kept in Human Resources)

5 Management Responsibility

5.1 Management Commitment Intershop Customer Support & Training’s management is committed to continual improve and meet the standards set out by ISO 9001:2008. Top management ensures that employees at all levels within the organization understand the goals and objectives of the Intershop Customer Support & Training Quality Management System. To uphold the Quality Management System is one of the tasks of each employee (as defined in their MBO documents). Intershop Customer Support & Training’s top management periodically holds all hands meetings to reiterate the importance of customer requirements, quality objectives, and continuous improvement goals.

5.2 Customer Focus Intershop Customer Support & Training has a strong customer focus. Customer feedback is one of the primary information inputs affecting the way we plan for future products, alter existing ones and connected processes, deliver our results, and plan for our resources. Customer feedback: • Is collected proactively in the Customer Survey • Can be given by a specific online feedback form after a closed case management • Can be given on many articles within the Knowledge Base • Can be submitted by customers 24 x 7 via the online feedback form • Is collected on a daily basis via interactions with customers and documented in our CRM

system Customer feedback is used for: • Planning the departmental service offerings • Determining when changes are needed in the Quality Management System • Determining the possibilities of process optimization • Determining the need for corrective or preventive actions • Determining when a customer escalation is required • As input for the Release Planning process

Related Processes:

Customer Survey Web Site: Support Feedback Form OPS Team Meetings Customer Escalation

Related Documents: Process Handbook Customer Survey Form Customer Support Policy

Related Records: Customer Survey Results CRM Records



5.3 Quality Policy

Intershop Customer Support & Training’s goal is to provide customers with top quality support. We accomplish this goal by listening to our customers’ needs and translating those into continuously improved services. Intershop has a clear focus on the Shop Manager. This means for the company: ensuring the products are explicitly developed for our customers. The company’s guideline, to "Enable the Shop Manager" is the main principle for all work done and decisions made at Intershop. In the end, the shopmanager himself must be able to work at his/her best. For the Support & Training department this includes: support the shop manager managing the eCommerce process chain with excellent technical competence to solve problems in the application area, major knowledge of process logic and the ambition to find solutions that are commercially coherent. The Support department uses two essential tools, people development and process development, in order to meet the defined objectives. Intrinsically linked with the tools and objectives of the department are the key processes necessary for the running of the department (Support Life Cycle, Policy Management, Contract Maintenance, Request and Solution Handling, Solution Engineering). The processes help us to reach our objectives of enabling the shop manager, customer satisfaction and high quality of service. Our processes are monitored in order to strive for continuous improvement in processes, use of tools, and the way in which we meet our objectives.

Figure 4: An illustration of how the Customer Support & Training tools and key process work together to meet the departmental objectives of enabling the shop manager, customer satisfaction and high quality of service.

The three objectives of Intershop Customer Support & Training are enabling the

shop manager, customer satisfaction and high quality of service.

Enable the Shop Manager Customer satisfaction High quality of service



5.4 Planning When a new project or process is evaluated for adoption into Intershop Customer Support & Training’s Quality System, the appropriate staff members meet to define and document how the requirements for quality will be met. An assessment shall be made regarding the impact that new products, projects, or contracts will have with regard to the following resources:

• Human Resources: ensure that all staff has appropriate skills for the job/tasks performed. • Documentation: Process description, and other documents. • Information Technology: determine the computer hardware, software, and applications

needed. • Quality Audits: planned audits and checks after activity completion.

The Customer Support & Training OPS Team meets regularly for OPS meetings, during which planning discussions take place. An e-mail documentation contains all referring results.

5.5 Responsibility, Authority, and Communication

5.5.1 Responsibility and Authority In an effort to continuously improve the quality of services provided by Customer Support & Training and the processes that support these services, the department has implemented a continuous quality improvement plan. As part of this plan, each member of the department has responsibility and authority regarding the Quality System. The general responsibilities of the Intershop Customer Support & Training personnel regarding quality are described in Table 1.

Who Responsibility and Authority

Members of Board Standard Solution

• Define Quality Policy

Director Customer Support

• Ensures communication and understanding of the Quality Policy throughout the organization

QSMR / Customer Support Process Engineer

• Establishes the Quality Management System • Documents and maintains Quality Policy • Maintains the Quality Management System via revisions as needed • Reports on the performance of the Quality Management System,

including needs for improvement • Ensures the awareness of customer and quality requirements within

the organization

Responsible Managers / Process Owner

• Implement the Quality System • Obtain and transfer the customer requirements to the appropriate

personnel or organization • Ensure that qualified, skilled and trained personnel are available to

implement the Quality System • Ensure that services satisfy customer requirements including:

quality, safety, cost, schedule, performance, reliability, accuracy and maintainability

• Ensure that personnel comply with applicable standards, regulations, specifications, and documented procedures

All Personnel

• Ensure the quality of their work • Operate in conformance with the requirements of the Quality

System • Make appropriate corrections to their workflow , when requirements

are not being met

Table 1: Summary of Quality System Responsibilities according to job function



5.5.2 Management Representative Intershop Customer Support & Training has a Quality System Management Representative (Customer Support Process Engineer) whose task it is to implement the Quality Management System, as well as document and maintain the system. These tasks are defined in the Customer Support Process Engineer’s MBO document and are verified as part of the Employee Reviews.


Related Records: Employee Performance Management Sheets

5.5.3 Internal Communication Intershop Customer Support & Training reports the effectiveness of its Quality Management System periodically to staff via departmental meetings, quarterly management review meetings, and periodic team e-mails.

Related Records: KPI Intranet Records

5.6 Quality Management Review

5.6.1 General As part of the PDCA cycle of continual improvement, the OPS Team and the Director Customer Support Global shall hold Quarterly Reviews of the Quality System and the individual processes to determine areas that need revision. The evaluation shall include:

• Result of internal audits • Customer feedback • Process performance and product conformity • Status of preventive and corrective actions • Follow-up actions from previous quality management reviews • Changes that could affect the Quality Management System • Recommendations for improvement

The output from the management review shall include actions regarding:

• Improvement of the effectiveness of the Quality Management System and its processes • Improvement of the product related to customer requirements • Resource needs (training, human resources, hardware, software, infrastructure, etc.)

During the Quarterly Reviews, each team manager shall report on his/her individual team and mention any areas in which a decision needs to be made, or where corrective action is necessary. Decisions needing to be made refer to:

• Human resources needed • Training needed • Corrective action required • Process optimization • Software needed • Hardware needed

Related Processes: Internal Audit

Related Documents:

Process Handbook Internal Audit Summary Internal Audit Evaluation Questions Corrective Action Request

Related Records: Internal Audit Test Score Record KPI Corrective Action Requests



6 Resource Management

6.1 Provision of Resources Intershop Customer Support & Training is committed to providing adequate resources to ensure the success of our documented requirements so that each employee is able to implement and maintain the Quality Management System and continuously contribute to its effectiveness.

6.2 Human Resources Intershop Customer Support & Training is committed to the development of its human resources. Intershop Customer Support & Training strives to make certain that each employee is properly qualified and trained and has the necessary experience to perform their tasks. In order to do this, Intershop Customer Support & Training has an established plan for providing employees with training. Trainings needed are determined by Team Leads, and tracked by Employee Reviews and the use of the Skill Matrix. It provides an overview of the teams’ technical skill level, and additionally provides a rating scale to prioritize the need for specific expertise. Documents are kept regarding training needed by the team, as well as records of trainings taken. New employees joining the team are assigned a mentor to help them get familiar with the team structure and tasks. In order to ensure the availability of adequate staff to fulfill the service requirements by planning for duty-coverage, Customer Support & Training uses a scheduling table called the Customer Support & Training Scheduler.

Related Processes:

Performance Management / Employee Review Employee Survey Training Plan Employee Vacation Request Employee Sick Leave Support Team Readiness Customer Support Scheduler

Related Documents:

Process Handbook Introduction to Support Checklist Getting Started With Enfinity Blank Employee Review document Employee Development Plan Template Guide to the Employee Review

Related Records:

Employee Performance Management Sheets Training Needed Matrix Training Delivered Matrix Skill Matrix



6.2.1 General In order to manage and develop people effectively, Intershop Customer Support & Training uses a Management by Objective (MBO) plan to clearly define goals and tasks, and to determine development goals and the required trainings.

6.2.2 Competence, Awareness and Training Intershop Customer Support & Training keeps an overview of the team’s abilities, strengths and areas needing improvement. The “Skill Matrix” is a matrix representing team-member expertise. The matrix provides a rating of existing and needed expertise.

Figure 5: The scale of the Customer Support & Training Skill Matrix

The Skill Matrix is periodically updated by team managers to reflect the changing strengths and needs of the team. The information in the Skill Matrix combined with product design and planning will enable Intershop Customer Support & Training to:

• Determine necessary competence for personnel performing work affecting product quality • Provide training or take other necessary actions • Evaluate the effectiveness of actions taken

Additionally, it is the responsibility of the Intershop Customer Support & Training management and team leads to ensure that each employee understands the relevance of his or her activities and how these activities contribute to the achievement of the quality objectives. This shall be done continuously, via team meetings, individual meetings, and employee reviews.

Related Processes: Skill Matrix Training Plan


Related Records: Skill Matrix Training Needed Matrix Training Delivered Matrix

6.3 Infrastructure Intershop Customer Support & Training maintains facilities in order to provide the services offered to customers. The Operations staff has overall responsibility of ensuring that the buildings, grounds, and building equipment are properly maintained. Each employee is responsible for advising Operations if there are any problems with the infrastructure or equipment. Electronic resources are provided and maintained by IT. Data is backed up by the IT department (CRM database, Web site, intranet, public file server, etc.) Customer Interactions are monitored and saved in a CRM. A differential backup up is performed daily and a full backup is performed weekly by IT for the CRM. The backup history is saved. The Knowledge Base and the Support Intranet are automatically backed up each 45 minutes.



Each employee’s workspace shall include the following: Hardware:

• Computer • Monitor • Keyboard • Mouse • Telephone (with access to ACD if necessary) • Internet access • Desk • Chair

Software • Customer Support CRM • Mail Server • Access to the Intershop Intranet • Access to the Intershop file server • Access to Intershop software versions

Any additional software required can be downloaded from the Intershop file server, and versions of Intershop software are available internally on from product calendar. The Customer Support computer lab, provides Support Engineers with additional installations on which they can test and investigate Intershop software and technical issues on different OS and varying environments. Intershop Customer Support & Training management provides the equipment (hardware and software) necessary to achieve individual, divisional, and corporate objectives.

6.4 Work Environment Intershop Customer Support & Training employees are ensured under an Employer's Liability Insurance Association. Additional information about the Employer’s Liability Insurance is available in the Customer Support & Training Process Handbook and the Intershop Intranet

Additional information about the Intershop Customer Support & Training work environment including information on emergency evacuation plans, insurance policies, travel insurance policies, etc. is available from the Operations department (Contact: Manager Operations / Facility Management).




7 Product Realization

7.1 Planning of Product Realization Customer Support & Training provides Support & Maintenance services to our end customers. As part of our service planning, we train and plan for the support of future products and future customer needs. Part of the complete planning for a new product includes defining:

• The quality objectives and requirements of the product (What support services do our customers require, and what will they require in the future?)

• The processes, documents and resources that are necessary in order to meet the quality objectives for a specific product (What processes, documents and resources will we need in order to meet the customer needs and expectations?)

• The required verification, validation, monitoring, inspection and test activities specific to the product (How can we verify that we are providing the services to the customer’s requirements and expectations?)

• Records needed to provide evidence that the realized processes and the resulting product meet requirements (What should we document to ensure that the services we provide will consistently be of high quality?)

Related Processes:

Release Planning Support Product Acceptance Test Support Team Readiness Support System Preparation


Related Records:

Product Calendar Product Acceptance Test Report Bug Tracker Skill Matrix Knowledge Base Online Documentation Server

7.2 Customer Related Processes

7.2.1 Determination of Requirements Related to the Product The requirements related to the product are based on the customer needs. In planning for a new product and determining the requirements, Intershop Customer Support shall note:

• Requirements specified by the customer • Requirements determined to be needed by the customer for effective use of the product,

even if not stated by the customer • Statutory and regulatory requirements related to the product • Any additional requirements determined by Intershop Customer Support

The requirements from the customer can be defined by feedback from customers, amendments to contracts, and lessons learned from past experiences.

7.2.2 Review and Requirements Related to the Product Intershop Customer Support provides its services in relation to a Customer Support contract closed with customers. The Contract Administration team reviews and approves contracts. Contracts are reviewed to ensure:

• Requirements are adequately defined and documented • Capabilities to meet the contractual requirements exist • The customer is made aware of amendments to the contract through verbal or written

communications



Amendments to a contract are given to the involved organizational functions through verbal or written contact.

Related Processes: Conclusion of a Support Contract Extension of a Support Contract Expiration of a Support Contract


Related Records: Hard copies of signed Support Contracts are kept by the Contract Administration Office Contract Calendar

7.2.3 Customer Communication Intershop Customer Support & Training intercommunicates regularly with customers. Additionally to personal contact, resources on our web site such as the Knowledge Base provide information to customers 24 x 7. We regularly inform customers of relevant technical and company information via our technical newsletter “Tech Talk”. Should customer notification be necessary because of product or service information, we contact them via e-mail, telephone, or post, as required. Customers shall be notified of any relevant information relating to:

• Product information • Enquiries, contracts • Customer feedback, including customer complaints

Related Processes:

TechTalk Newsletter Knowledge Base – New KB Article Knowledge Base – Bug Article Web Site: Support Feedback Form Web Site: Product Updates Page


Related Records:

Knowledge Base Knowledge Base Statistics Bug Tracker CRM Records (Record of correspondence)



7.3 Design and Development

Figure 6: Design and development of service offerings

Any input that would be relevant to the design and development of a product is noted by Intershop Customer Support & Training in the form of documents, e-mails, or communication during meetings. The official documents describing the products that Intershop Customer Support provides are the Customer Support Policy and the contracts with individual customers. Customer Support products that have successfully been approved in the design and development stages will be included in the Policy and contracts as offerings. The inputs regarding design and development shall include:

• Functional and performance requirements • Applicable statutory and regulatory requirements • Information derived from previous similar designs, and from experience • Any other requirements essential for design and developments

During the design and planning phase, the requirements of a product shall be reviewed in order to streamline the design and eliminate conflicting requirements. The design and development inputs shall result in a design and development plan, which will lead to the design output. These development plans shall encompass all of the input provided via e-mail and during meetings. The design and development output shall:

• Meet the input requirements • Provide the appropriate information related to the purchasing of additional resources, if

necessary • Contain criteria for product acceptance • Specify the characteristics of the product that are essential

The design and development of a specific product will be verified, approved and issued by the respective Process Owner. The Customer Support Policy shall be verified and approved by the Director Customer Support, contracts by the Support Contract Administration Manager. Subsequent check and documentation of the design and the corrective actions shall be implemented as part of the continual improvement. The Intershop Customer Support Policy defines the services provided by Intershop Customer Support and the conditions of those.



Related Processes: Technical Case Resolution Stages Customer Escalation Internal Escalation


Related Records:

CRM Records List of Incomplete Case Data Support Portal Statistics Escalation Statistics Escalation Reports

7.4 Purchasing Intershop Customer Support & Training requires certain resources in order to provide support services to end customers. Some of these resources are acquired from external vendors. Examples of resources purchased from external vendors are:

• Training • Documentation • Software • Hardware

Intershop Customer Support & Training ensures the quality of the products purchased from external vendors so that they meet the standards of the Quality Management System.

Related Processes: Global Authorization Policy

Related Documents: Global Authorization Policy - Finance Intranet Purchase Order Approval Form

Related Records: All Purchase Order documents Requirement Lists

7.5 Product and Services Provision

7.5.1 Control of Production and Service Provision Intershop Customer Support & Training has established means to ensure that services are provided at a high quality standard. As part of these efforts, Intershop Customer Support & Training shall:

• Make available the description of our services in the form of a Service Policy • Make available work instructions, as necessary • Use suitable equipment • Use monitoring and measuring devices • Implement these monitoring and measuring devices • Implement release, delivery, and post-delivery activities

Data about each customer contact and interactions is tracked in the CRM database. This includes the time, content and the name of the Intershop employee who worked on the interaction.



7.5.2 Validation of Processes for Production and Services Provision For processes and services in which the output cannot be monitored, Intershop Customer Support & Training shall validate the processes to achieve the planned result. The Process Owner or team lead shall:

• Define criteria for review and approval processes • Approve equipment and the qualification of personnel • Use specific methods and procedures • Keep records • Review the processes and revalidate them as necessary

Process descriptions, revision changes, etc. are included in the Customer Support & Training Process Handbook.

7.5.3 Traceability Intershop Customer Support & Training activities are traceable. The services Intershop Customer Support & Training provides and communication with the customer are recorded in the department’s CRM. These forms of record are kept for a period of at least 1 year and then are being archived in an electronic database.

7.5.4 Customer Property Intershop Customer Support & Training shall protect and safeguard any customer property, including data information. Any potential damage to the property or information shall immediately be reported to the customer.

Related Documents: Non-Disclosure Agreement



8 Measurement, Analysis and Improvement

8.1 General Intershop Customer Support & Training collects key metrics to measure and monitor the efficiency and progress of our processes.

8.2 Monitoring and Measurement Metrics are collected weekly and monthly in the areas of particular importance:

• Employee Headcount • Costs, expenses, and revenue • Customer interactions • Customer feedback • Case response times • Escalation statistics • Contract statistics

The information from the standard metrics is monitored by the OPS group.

Figure 7: Illustration of the OPS team as controlling our customer orientation

8.2.1 Customer Satisfaction Intershop Customer Support has a strong customer focus. Customer feedback is one of the primary information inputs affecting the way we plan for future products, alter existing products and processes, deliver our products, and plan for our resources. Customer feedback is collected proactively in the different forms of Customer Survey, can be submitted by customers 24 x 7 via the online feedback form and as is collected on a daily basis via interactions with customers and documented in our CRM system. One part of Customer Support's strategy of delivering Top Quality Support is measuring the service quality with a rating. As part of the ISO 9001:2008 certification, Intershop Customer Support ensures that its existing Quality System meets all ISO 9001:2008 requirements.



The department maintains a detailed documentation of all relevant processes, conducts internal training sessions, and has each team take internal "quality" tests. Because the Quality System on the ISO 9001:2008 standard is well established, customers can expect a constant and high level of reliability and transparence.

Related Processes: Customer Survey

Related Documents: Process Handbook Customer Survey Form

Related Records: Customer Survey Results Record

8.2.2 Internal Audit Intershop Customer Support & Training conducts internal quality audits to determine the status and effectiveness of the Quality System. Internal audit results are documented and brought to the attention of the responsible manager of the audited area. Customer Support & Training insures that in minimum time, corrective action is taken on nonconformances found during an internal audit.

Related Processes: Internal Audit

Related Documents:

Process Handbook Internal Audit Evaluation Questions Internal Audit Summary Corrective Action Request

Related Records: Internal Audit Records

8.2.3 Monitoring and Measurement of Processes Intershop Customer Support & Training controls processes critical to service quality. Processes are monitored by:

• Tracking work activities and processes • Conducting quality audits and reviews • Reviewing customer ideas and complains • Analyzing results of measures

Adequate records of inspection, audit inspections, tests and examinations are maintained as:

• Part of Quality Records • Evidence of compliance • For use in corrective action activities

8.3 Control of a deviant Product Intershop Customer Support & Training has established processes for customer interactions, which deviate from average interactions. We have escalation paths for cases that require additional customer care.

8.4. Improvement Intershop Customer Support & Training is committed to an effective Quality Management System (QMS) based on the ISO 9001:2008 standard. All employees are responsible for adhering to the commitments and policies described within this manual. The QSMR is responsible for coordinating, monitoring, and auditing the system.



8.4.1 Continual Improvement Intershop Customer Support & Training uses the PDCA (Plan-Do-Check-Act) cycle as a tool for continual improvement. The PDCA cycle is summarized in Figure 8:

Figure 8: The PDCA cycle for continual improvement.

Plan: Defining goals and processes Do: Realizing of solutions and processes. Check: Monitor and measure goals to be achieved based on defined goals

as well as documentation of the achievements (yes -> continue; no -> go back to planning)

Act: Take action to continually improve of process performance by standardizing the solution. Additionally, an internal e-mail address exists to directly address proposals for improvement.

8.4.2 Corrective and Preventive Action Intershop Customer Support & Training emphasizes the use of problem prevention or problem correction to determine the potential or actual cause of nonconformance (including customer complaints, nonconforming services, and nonconforming processes) and prevent their occurrence or reoccurrence.

Related Processes: Corrective and Preventive Action

Related Documents: Process Handbook Corrective Action Request

Related Records: Corrective Action Requests Employee Performance Management Sheets



9 Matrix of Documents and Records The table below provides an overview of the existing documents and records that are related to the QMS.

ISO 9001:2008 Related Description in Quality Manual Related Documents Process Measure/Record

QMS 4

General Requirements

4.1

General Requirements Quality Manual: Section: 4.1

Quality Manual Measure: Internal Audits Management Review Customer feedback Employee input

Documentation Requirements 4.2

Documentation Requirements Quality Manual Section: 4.2


General 4.2.1

General Quality Manual Section: 4.2.1


Quality Manual 4.2.2

Quality Manual Quality Manual Section: 4.2.2


Control of Documents 4.2.3

Control of Documents Quality Manual Section: 4.2.3

Quality Manual Process Handbook

Measure: Internal Audits Management Review Customer feedback Employee input

Record: Internal Audit Records

Control of Records 4.2.4

Control of Records Quality Manual Section: 4.2.4


Table 2: Matrix of documents and records




Management Responsibility 5

Management Commitment 5.1

Management Commitment Quality Manual Section: 5.1


Customer Focus 5.2

Customer Focus Quality Manual Section: 5.2

Quality Manual Process Handbook Customer Survey Form Customer Support Policy

Measure: Internal Audits Management Review Customer feedback Employee input

Record: Customer Survey Results

Quality Policy 5.3

Quality Policy Quality Manual Section: 5.3


Planning 5.4

Planning Quality Manual Section: 5.4


Responsibility, Authority, and Communication

5.5

Responsibility, Authority, and Communication Quality Manual Section: 5.5


Responsibility and Authority 5.5.1

Responsibility, Authority, and Communication Quality Manual Section: 5.5.1

Quality Manual Measure: • Internal Audits • Management Review • Customer feedback • Employee input




Management Representative 5.5.2



Measure: • Internal Audits • Management Review • Customer feedback • Employee input

Report: • Employee

Performance Management Sheets

Internal Communication 5.5.3



Record: • Quarterly Review

Record • CRM Records

Quality Management Review

5.6

Management Review Quality Manual Section: 5.6

Quality Manual Process Description


General 5.6.1


Quality Manual Process Handbook Internal Audit Summary Internal Audit Evaluation Questions Corrective Action Request


Record: • Internal Audit Test

Score Record • Quarterly Review

Records • Corrective Action

Requests




Resource Management 6

Provision of Resources 6.1

Provision of Resources Quality Manual Section: 6.1

Quality Manual Operations Intranet


Human Resources 6.2

Human Resources Quality Manual Section:6.2


Introduction to Support Checklist Getting Started with Enfinity Blank Employee Review Form Employee Development Plan Guide to the Employee Review


Record: • Employee


• Training Needed Matrix • Training Delivered

Matrix • Skill Matrix

General 6.2.1



Competence, Awareness and Training

6.2.2

Competence Awareness and Training Quality Manual Section: 6.2.2



Record: • Skill Matrix • Training Needed Matrix • Training Delivered

Matrix

Infrastructure 6.3

Infrastructure Quality Manual Section: 6.3


Work Environment 6.4

Work Environment Quality Manual Section: 6.4

Quality Manual Process Handbook Fire Protection Order

Measure: • Internal Audits • Management Review • Customer feedback

Employee input




Product Realization 7

Planning of Product Realization

7.1

Planning of Product Realization Quality Manual Section: 7.1



Record: • Product Calendar • Product Acceptance

Test Report • Bug Tracker • Skill Matrix • Knowledge Base • Online Documentation

Server

Customer-Related Processes 7.2

Customer-Related Processes Quality Manual Section: 7.2


Determination of Requirements Related to the Product

7.2.1

Determination of Requirements Related to the Product Quality Manual Section: 7.2.1


Review and Requirements Related to the Product

7.2.2

Review of Requirements Related to the Product Quality Manual Section: 7.2.2



Record: • Signed Contracts • Contract Calendar

Customer Communication 7.2.3

Customer Communication Quality Manual Section: 7.2.3



Record: • Knowledge Base • Knowledge Base

Statistics • Bug Tracker

CRM Records

Design and Development 7.3

Design and Development Quality Manual Section: 0



Record: • CRM Records • List of Incomplete

Case Data • Support Portal

Statistics • Escalation Statistics • Escalation Reports




Purchasing 7.4

Purchasing Quality Manual Section: 7.4

Quality Manual Purchase Order Approval Form


Production and Service Provision 7.5

Production and Service Provision Quality Manual Section: 7.5


Control of Production and Service Provision

7.5.1

Control of Production and Service Provision Quality Manual Section: 7.5.1


Validation of Processes for Production and Service Provision

7.5.2

Validation of Process for Production and service Provision Quality Manual Section: 7.5.2


Traceability 7.5.3

Identification and Tractability Quality Manual Section: 7.5.3


Customer Property 7.5.4

Customer Property Quality Manual Section: 7.5.4

Quality Manual Non-Disclosure Agreement





Measurement, Analysis and Improvement

8

General 8.1

General Quality Manual Section: 8.1


Monitoring and Measurement

8.2

Monitoring and Measurement Quality Manual Section: 8.2


Customer Satisfaction 8.2.1

Customer Satisfaction Quality Manual Section: 8.2.1

Quality Manual Process Handbook Customer Survey Form


Record: • Customer Survey

Results Record

Internal Audit 8.2.2

Internal Audit Quality Manual Section: 8.2.2

Quality Manual Process Handbook Internal Audit Evaluation Questions Internal Audit Summary Corrective Action Request


Records: • Internal Audit Records

Monitoring and Measurement of Processes

8.2.3

Monitoring and Measurement of Processes Quality Manual Section: 8.2.3





Control of a deviant Products 8.3

Control of deviant Products Quality Manual Section: 8.3

Quality Manual


Improvement 8.4

Improvement Quality Manual Section: 8.4


Continual Improvement 8.4.1

Continual Improvement Quality Manual Section: 0


Corrective and Preventive Action

8.4.2

Corrective and Preventative Action Quality Manual Section: 0

Quality Manual Process Handbook Corrective Action Request


Records: • Corrective Action

Request • Employee




10 Index of Figures and Tables Index of Figures Figure 1: Customer Support & Training Organizational Chart ......................................................... 6

Figure 2: Model of Intershop Customer Support & Training process-based Quality Management System ...................................................................................................................................... 8

Figure 3: Structure of Quality System documentation ..................................................................... 9

Figure 4: An illustration of how the Customer Support & Training tools and key process work together to meet the departmental objectives of enabling the shop manager, customer satisfaction and high quality of service. .................................................................................. 11

Figure 5: The scale of the Customer Support & Training Skill Matrix ............................................ 15

Figure 6: Design and development of service offerings ................................................................. 19

Figure 7: Illustration of the OPS team as controlling our customer orientation .............................. 22

Figure 8: The PDCA cycle for continual improvement. .................................................................. 24

Index of Tables

Table 1: Summary of Quality System Responsibilities according to job function .......................... 12

Table 2: Matrix of documents and records ..................................................................................... 25

Date post:	11-Feb-2022
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