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Astea
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Project Kick Off and Planning Workshop
The Core Team members from Quest Diagnostics met in New Jersey with representatives from Astea. They discussed the scope and timeline of the project and began receiving an overview of the Astea application. -
Application Education Workshop
The Core Team met again in New Jersey to for a more in depth walk through of the Astea application. Astea representative Angelo began demonstrating the applications functionality so that the Quest team could begin familiarizing themselves with it and envisioning how it will fit into the business processes of CSD. -
Initial Setup and Dataload Workshop
Discussions regarding what client, equipment and employee information need to be loaded into the Astea system in preparation for implementation. -
Validate Configurations, Workflows and Business Scenario Variations
Discussions surrounded Quest's work flow scenarios and specific needs. Management representatives from all regions and job functions examined the varying situations and needs that they encounter. How these situations would be addressed with the new Astea application were considered. -
Master Data and Contracts Workshop
Master Data spreadsheets were considered with information pertinent to creating client files in Astea. Also discussed were 'Contracts'. An Astea contract is comprable to what we refer to as an SLA or Service Level Agreement. It takes into account our VIP clients and dictates how soon we commit to being on site at the client's location when a service ticket is called in to the Helpdesk. -
Service Call Management Workshop
The handling of service calls for site visits escalated from the helpdesk was the topic for the week. The Core Team's representative from the Regional Helpdesk weighed in and considered the impact to his organization.
