Dunholm Precision / BB-Demo – Onboarding
Callcompleted
Dunholm Precision: documents · 2024-12-16 16:00
Onboarding call on 16 Dec 2024. Order system access is confirmed, and Ruth Ackroyd chose to group parts on base part number with the revision kept. She wants counts as evidence and the sales engineers' calls early.
What was said
What this says
Current to 11 Oct 26Onboarding call on 16 Dec 2024. Order system access is confirmed, and Ruth Ackroyd chose to group parts on base part number with the revision kept. She wants counts as evidence and the sales engineers' calls early.
What happened: Callie Brennan confirmed the order system can connect after Nathan Booth sent written access. The part reference needed a decision, and Ruth chose base part grouping with the revision held in its own field.
Customer view: Ruth wants proof, not reassurance, and asked for before and after counts plus example parts. She also accepted that some tickets close with an empty root cause and wants them flagged.
Commercial: Ruth wants the call recorder source with the sales engineers' calls before the new year is under way. Callie committed only to the order of work, and promised a proposed date in writing after the next call.
Watch: Delivery credibility rests on the counts reaching Ruth. Ticket-to-order joins depend on a field that is not mandatory.
Themes
Current to 9 Oct 26Theme
Onboarding data mapping decisions
Importance
neutral
Sentiment
positive
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Nathan Booth to send the revision rule and exceptions list that night and the helpdesk access note that day.
- Callie Brennan to run the order system load out of hours and share before and after counts with ten example parts.
- Callie Brennan to send Ruth a proposed date for the call recorder in writing after the next call.
Risks
Current to 9 Oct 26- Part references in several formats would split one part into two if the revision rule is wrong.
- Ruth expects the call recorder source early, and BB-Demo has committed only to the order of work, not a date.
- Ticket joins to orders depend on a field that is not mandatory, so some tickets will not link.
Opportunities
Current to 9 Oct 26- Flagging tickets with an empty root cause shows the value of the brain to Ruth's quality team.
- Two quality staff are lined up as first users once the mapped data checks out.
- Adding the sales engineers' calls gives a visible next milestone.
Transcript
Callie Brennan NoneHello both. Plan for the next forty minutes or so: first the order system, where we are on access and mapping. Then the helpdesk. Then anything blocking you. Good?
Nathan Booth NoneGood. Afternoon, Callie. Ruth's just coming off another call, she said to start.- Callie Brennan NoneNo problem. Nathan, did the service account come through from your colleague in IT?
- Nathan Booth NoneIt did, on Friday. I've got the confirmation in writing. I forwarded it to you this morning.
- Callie Brennan NoneI've got it, thank you. That's what I needed. So the order system connector can go on. Before we switch on the refresh, I'd like to run it once against a small slice, so we can look at what comes in.
- Nathan Booth NoneMakes sense. Is it going to disturb anyone using the system?
- Callie Brennan NoneIt's read-only, and it'll be light. I'd still run it out of hours if you'd feel better.
- Nathan Booth NoneOut of hours, please. Not that I think there's a problem, but I'd rather not be the person who slowed down the planners.
Ruth Ackroyd NoneSorry, I'm here. What have I missed?- Callie Brennan NoneAccess is confirmed in writing, Ruth. We're about to talk about mapping. What changed since last time is the order system is cleared to connect.
- Ruth Ackroyd NoneGood. That's progress. Go on.
- Callie Brennan NoneSo, mapping. From Nathan's export I looked at the customer field, the part field, the order and the delivery date. Customer maps cleanly. Delivery date maps cleanly. The part reference is the one that needs a decision.
- Nathan Booth NoneThe older drawings.
- Callie Brennan NoneExactly. The same part appears in a couple of formats. Some have a revision letter on the end, some don't. If I leave it as it is, the brain will treat them as different parts.
- Ruth Ackroyd NoneWhich customer, which part? That's the whole point. If it splits one part into two, I'll get half the answer.
- Callie Brennan NoneAgreed, which is why I'm raising it. Two options. We store the revision as a separate field and group on the base part number. Or we treat each revision as its own part and let people filter.
- Ruth Ackroyd NoneBase part, with the revision kept. In quality, revision matters, because a customer may be on an older one on purpose. I don't want it lost.
- Nathan Booth NoneThat works for me. I can give you the rule for stripping the revision, it's consistent apart from a handful of old ones.
- Callie Brennan NoneThen what I need from your side is that rule in writing, plus the list of the exceptions. I'll build the mapping with the revision held in its own field, and I'll show you the counts before and after.
- Nathan Booth NoneI'll write it up tonight.
- Ruth Ackroyd NoneSend me the evidence when it's done. Not just that it's mapped, the counts.
- Callie Brennan NoneWill do. Before and after counts, and ten example parts you can check against your own knowledge.
- Callie Brennan NoneNext, the helpdesk. Nathan, you own it, so tell me how quality tickets look. What's a ticket's life?
- Nathan Booth NoneSomebody in the quality team raises it, usually against a customer and a part. There's a category, a severity, and free text. Then notes added as it gets investigated. Closed with a root cause, in theory.
- Ruth Ackroyd NoneIn theory. Some close with nothing in the root cause field. I know that. It's on my list.
- Callie Brennan NoneUseful to know, and I'd rather it was said now. The brain will show what's there. If the root cause is empty, it's empty, and I'd flag those so you can see them.
- Ruth Ackroyd NoneFlag them. It'll shame the right people.
- Nathan Booth NoneDo tickets link to the order automatically, or is it by text?
- Callie Brennan NoneGood question, and it's the same issue in another form. If there's an order reference field in the ticket, I can join on it. If it's only in the free text, it's less certain. Is there a field?
- Nathan Booth NoneThere's a field. It's not mandatory, so it's filled in most of the time but not all.
- Callie Brennan NoneThat's workable. I'll join on the field and report how many tickets don't have one, so nobody thinks the join is better than it is.
- Ruth Ackroyd NoneGood. I'd rather know a number than be told it's fine.
- Callie Brennan NoneThat's my view too. I don't say should be fine about a mapping I haven't checked.
- Callie Brennan NoneDates now. I'd like to run the order system load this week out of hours, and have the mapped data for you to check at the next call. The helpdesk access I'll need in writing before I touch it, same as for the order system.
- Nathan Booth NoneAs owner of the helpdesk, I can give you that today. I'll send a short note.
- Callie Brennan NonePerfect. Once that's in, I'll start the helpdesk connector.
- Ruth Ackroyd NoneAnd the call recorder?
- Callie Brennan NoneLast, as agreed. I'd like the first two sitting properly before we add calls. Calls are the noisiest source, so I'd want a clean base.
- Ruth Ackroyd NoneFine. But I want the sales engineers' calls in before the new year is properly under way, if that's not unreasonable.
- Callie Brennan NoneNot unreasonable, though I'll only commit to the order of work, not a date I haven't checked. I'll come back with a proposed date after the next call.
- Ruth Ackroyd NoneFine. Send it to me in writing.
- Callie Brennan NoneActions, then. Nathan: the revision rule and exceptions list, tonight, and the helpdesk access note today. Me: the order system load out of hours, then before and after counts. Ruth: anything on who in quality should be first to try it?
- Ruth Ackroyd NoneTwo people. I'll tell Nathan their names by tomorrow.
- Callie Brennan NoneLovely. Same time next Monday. Thanks, both.
- Nathan Booth NoneThanks, Callie.
- Ruth Ackroyd NoneRight. Bye.
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