Overview
Users may pull an assignment that cannot be worked due to a technical issue. When this happens, it disturbs the flow of work because users will continue to retrieve this unworkable assignment via Get Next Work. To address this issue, users can use the "Mark Assignment As Unworkable" function to move the unworkable assignment to the Unworkable Assignment Group. It is critical that leaders monitor and work the Unworkable Assignment Group regularly.
Purpose
When a user selects the "Mark Assignment as Unworkable" action the assignment will move to the Unworkable Assignment Group. This allows the user to be able to pull a new assignment using Get Next Work. Leaders who monitor and work the Unworkable Assignment Group will investigate the issue and escalate it to Quavo if needed.
The Unworkable function should only be used when the assignment is truly not able to be worked. This is usually due to a bug or gap in QFD. We recommend that users notify their leaders after marking an assignment as unworkable and to ensure their notes are detailed including an explanation of the issue and how the user attempted to resolve it.
The Unworkable function is not to be used to set aside an assignment to be worked at a later time, or to identify an assignment the user does not know how to work. If the user does not know how to complete an assignment, they should follow internal guidelines and procedures.
How to Mark an Assignment as Unworkable
The "Mark Assignment as Unworkable" action is available via the Other Actions menu.
| Expand | ||
|---|---|---|
| ||
When the "Mark Assignment as Unworkable" action is selected, the user will need to explain the reason for marking the assignment as unworkable.
| Expand | ||
|---|---|---|
| ||
The content added in the text box under "Why is this assignment unworkable?" will post to the case as a note.
| Expand | ||
|---|---|---|
| ||
How to Manage Unworkable Assignments
Leaders need to review the Unworkable inventory regularly, at least once a week. When reviewing assignments identified as unworkable, there are three possible outcomes:
- A technical blocker is identified - a support ticket should be created so that a Quavo technician can address the issue.
- A knowledge gap is identified - the reviewer can add context to the assignment and send it back to its original Assignment Group to be worked in the normal workflow.
- Required expertise - the reviewer can complete the assignment, as needed.
"Mark Assignment as Unworkable" Action Not Available
If the "Mark Assignment as Unworkable" action is not available, the user should pend the case using the Internal Research reason. The pend duration should match how long it would take for their leader to review the assignment. It's critical that the user posts a note to the case explaining the reason for the pend that includes an explanation of the issue and how the user attempted to resolve. The user will send the case to their leader and notify them of the issue.
The leader will review the assignment and attempt to resolve or escalate to Quavo via support ticket.