Attachment 4h_AMKWI-333-334-335-00006 Customer Focus Work Group v10.pdf

AMC

Quality Management System

AMKWI-333-334-

335-00006

Revision

Title: Customer Focus Work Group DATE: 09/30/20 Page 1 of 4

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AMKWI-333-334-335-00006

Customer Focus Work Group

1.0 Purpose:

The purpose of this SOP is to establish standard procedures for conducting and documenting

Customer Focus Work Group meetings.

2.0 Scope:

This procedure applies to work performed by the Reporting & Analysis Branch at MMAC for

Enterprise Services Center (ESC) customers.

3.0 References:

AMKFM-333-334-335-0003 – CFWG Sign-In Sheet

Branch Approval:

Title: DeAndre Moore, Branch Manager, AMK-330

Process Owner:

Title: Austin Madden, Accountant

DEANDRE L

MOORE

Digitally signed by DEANDRE

L MOORE

Date: 2020.10.01 11:55:43 -05'00'

Austin Daniel Madden

Digitally signed by Austin Daniel Madden Date: 2020.10.01 12:22:25 -05'00'

Title: Customer Focus Work Group DATE: 09/30/20 Page 2 of 4

Revision History

Rev Description of Change Effective Date

0 Initial Release 01/02/08

1 Change to Section 8.0 09/15/08

2 Per March 2009 Internal Audit “original signed by date” has been added for documents previously uploaded into KSN.

Changed to Section 5.0

04/10/09

3 Updated Section 6.0 to reflect new CATS process. 03/08/10

4 Updated document format and removed duplicate document name from header.

02/08/12

5 Section 4.4 Safety 04/05/12

6 Update format of Section 6.0 04/16/12

7 Updated to reflect reorganization. 01/08/14

8 Updated Section 6.0 for e-mail system change. 07/14/14

9 Updated Section 2.0 to reflect reorganization. Added AMKFM-

333-334-335-0003 to references in Section 3.0.

05/18/15

10 Expanded Section 6.0, Sign-in sheet screenshot removed from

Section 7.0, and Section 8.0 updated to include documentation storage and disposal.

09/30/20

Title: Customer Focus Work Group DATE: 09/30/20 Page 3 of 4

4.0 Requirements:

4.1 Personnel:

Accountants

4.2 Training:

Individual has education and experience required for the position. Individual receives guidance from experienced personnel and completes additional training as required.

4.3 Equipment:

FAA Networked Computer

4.4 Safety:

Hazard Prevention and Control is managed by the Mike Monroney Aeronautical Center

(MMAC) Occupational Health and Safety Management System.

5.0 Overview:

Each agency will conduct a Customer Focus Work Group (CFWG) meeting on a regularly scheduled basis without any conflict to another CFWG. The schedule is to be documented on the amz700-

710\AMZ-700\Resource Center\CFWG. Meetings should occur on a monthly basis with or without the Operating Administration (OA) and additional meetings can be scheduled depending on the needs of the agency. It is recommended that internal meetings within the ESC be held to discuss issues before including the OA.

Customer Account Representatives are active members of the CFWG meetings.

6.0 Implementation:

6.1 The ESC General Ledger Accountant(s) is responsible for organizing the monthly CFWG meeting as the CFWG lead.

a. ESC Headquarter Building conference rooms availability can be checked by going to your calendar and selecting the conference room you wish to reserve.

Title: Customer Focus Work Group DATE: 09/30/20 Page 4 of 4

If the room is available, it can be reserved by sending it a meeting invitation. The conference room scheduler will approve or reject the invitation. NOTE: Only include the one desired room on the invitation.

b. Schedule a conference number on the current bridge # calendar located at amz700-

710\AMZ-700\Resource Center\Bridge #s & Meeting minutes\Bridge Numbers

730 740.

c. Work with the OA and the modules to prepare an agenda of topics for discussion during the CFWG.

d. Send an Outlook calendar invitation with the above information and agenda in advance to all required OA and ESC attendees.

6.2 AMKFM-333-334-335-0003 - CFWG Sign-In Sheet should be used to document attendance.

6.3 The prepared agenda can be used to document minutes.

6.4 All CFWG documentation should be saved at Org120\OA\CFWG. A pdf copy of the

CFWG Sign-In Sheet should also be saved at amz700-710AMZ-700\Resource

Center\CFWG\Meeting Documentation.

7.0 Appendix:

Definitions:

Terms Definitions

Customer Focus Group Meeting (CFWG) A CFWG is used to help facilitate communication and resolve issues within an agency.

8.0 Records:

CFWG records are maintained as electronic share drive or hard copy documentation. This drive is located on server amc000vs10 and can be accessed by the Accountants as needed. The hard copies are maintained in onsite secured filing cabinets. CFWG documentation are disposed of after 3 years.