Procedures and Responsibilities for Corrective Action Reporting

Intent of This Document:

• Establish best practices and standard operating procedure for creating and processing corrective action reports (CARs) in the Hawkeye application

Associated Roles with Responsibilities:

• CAR Owner (Business-Line Owner)
  • Responsible for ensuring all relevant and required users have awareness of and visibility to the CAR entry
  • CAR ownership may transfer during the investigation as needed
• CAR Contributor
  • Responsible for providing subject matter expertise, details, and context to the events involved in the CAR
• CAR Sign-Off User (Business-Line Manager)
  • Responsible for reviewing and closing CARs once the requirements of root cause analysis and identification of corrective actions is complete

Milestones:

1. Opening a CAR
2. CAR Meeting
3. CAR – Ready for Review
4. Closing a CAR

Summary Notes:

• Any Pixelogic user can open a CAR and start the CAR process.
  • This is not the exclusive responsibility of Client Operations team members or focused remediation teams such as the E2E Ops RRI team
• The Software Development team is not routinely included in these reviews, but should technology be identified as a cause or corrective action direct engagement with the Development team must be delegated to either the owner or contributor of a CAR or Development team members must be added and engaged as contributors.

Quick Links:

• Open Disney CARs - https://radius60.quickbase.com/db/bnkd8m6ru?a=q&qid=1000020
• “My Open CARs” -  https://radius60.quickbase.com/db/bnkd8m6ru?a=q&qid=1000025
• Open OIs by Service:  https://radius60.quickbase.com/db/bnj36fbi6?a=q&qid=1000013
• “My Open OIs” - https://radius60.quickbase.com/db/bnj36fbi6?a=q&qid=1000008

CAR with Client Visibility

Note: Expectation for a Client Visible Corrective Action Report is to complete the entire cycle of root cause analysis and corrective action identification within 48 hours of the inciting incident

Open Incident Ticket (non-VIP Project) – Any PXL Employee

1. Open a new Corrective Action Report in Hawkeye.
2. Identify Responsible Line of Business/Department, determine Owner, and identify Sign-Off User:

1. Add Contributors to CAR - Client Ops Team Director; Client Ops Team Sr Manager; Servicing Project Manager; in addition to team members as needed:
   • Audio Services – Kenny Chuu, Paul Karpinski, Jessica Ligerman
   • Client Operations – Client Ops Team Director, Client Ops Team Sr Manager, Servicing Project Manager
   • Data Operations – Michael Edwards
   • Encoding –
     1.  Current TV – Jason Nourie, Jared Mount, Daniel Ng
     2. D+ Originals/Pay 1 – Mark Garcia, Russell Smith
   • Dubbing Services – Cynthia Popolizio, Andy Smith, Jessica Ligerman
     1. Current TV – Guillaume Treguer, Alan Gill (*8am PST Meeting Req.)
     2. D+ Originals – Michael Assad
   • English OV Scripting/Creative – Sebastian Boesak, Nicole Penmer, Isaac Ramirez, Mohamed Khattab, Jessica Ligerman, Client Ops Localization Manager, Client Ops Localization PM
     1. Current TV - Thomas Bush, Mareli Strydom, Nardine Aziz
     2. D+ Originals – Dan Weinraub, Matthew Warren, Tini Molebatsi
   • ICS Scripting/Creative – Sebastian Boesak, Dan Weinraub, Matthew Warren, Tini Molebatsi, Thomas Bush, Jessica Ligerman
   • Mastering QC – George Margarian, Adriana Amador, Jared Mount, Kevin Reeves
   • NDTV Media Ops – Frank Valenzuela
   • NDTV Mastering (Tech Ops) – Jared Mount, Kevin Reeves, Daniel Ng, Client Ops Mastering PM
   • NDTV Packing – Jason Nourie, Jared Mount
   • NDTV Traffic – Tasneem Elgammal
   • QC (P&D) - Jason Collins
   • Subtitling – Full Subtitles [Translations] – Shana Priesz, Jessica Ligerman, Client Ops Localization Manager, Client Ops Localization PM
     1. Americas – Deborah Wexler
     2. APAC – Shanti Peres (*8am PST Meeting Req.)
     3. EMEA – Balazs Legeny (*8am PST Meeting Req.)
   • Subtitling – Forced Narratives [Translations] – Cynthia Popolizio, Andy Smith, Amal Kamal, Shana Priesz, Jessica Ligerman
     1. Current TV - Guillaume Treguer, Alan Gill, Justin Vaughan, Client Ops Localization PM (*8am PST Meeting Req.)
        1. Americas – Deborah Wexler
        2. APAC – Shanti Peres 
        3. EMEA – Balazs Legeny 
     2. D+ Originals - Michael Assad, Michelle Diaz, Client Ops Localization PM
        1. Americas – Deborah Wexler
        2. APAC – Shanti Peres (*8am PST Meeting Req.)
        3. EMEA – Balazs Legeny (*8am PST Meeting Req.)
   • Subtitling – Full Subtitles/Forced Narratives [Technical] – Aaron Himel, Amr Mamdouh, Nardine Aziz, Sebastian Boesak, Jessica Ligerman, Client Ops Localization Manager, Client Ops Localization PM
2. Complete the Client Escalation Scope for context to the situation
3. Complete the Potential Immediate Risks to assess the potential negative impact to the client
4. Draft a preliminary Summary to kick off the understanding of the incident
5. Schedule a meeting within 24 – 48 hours of the incident escalation 
   • Include all above relevant contributors as required attendees for the meeting
   • Include Joel Bigley as an optional attendee
   • Some CAR meetings may need to be scheduled beyond the 48-hour window to accommodate CAR Owner/Contributor time zones

Open Incident Ticket (VIP Project) – Any PXL Employee

If project is VIP, the following additions apply to non-VIP procedure:

1. Add Reginal Management and CFT Lead as Contributors
2. Send email alert to executive management team
3. Reginal Management
4. Account CFT Lead
5. Copy for visibility - Robert Seidel; Babak Kazerouni; Gena Miceli; Doug Higgins
6. Schedule a meeting within 24 hours of incident escalation

Follow Up Activities before CAR Meeting – CAR Owner Responsibility

Note:  It is the responsibility of the CAR Owner to lead the CAR meeting and to finalize the Internal Details related to the incident

1. Assess Corrective Action Report in Hawkeye
2. Gather available details prior to first CAR meeting
3. Add additional contributors as necessary to the CAR and the first CAR meeting

Follow Up Activities before CAR Meeting – CAR Contributor Responsibility

Note:  It is the responsibility of all Contributors to publish relevant information (e.g., timeline notes, immediate actions, etc.) into the Internal Details fields

Additional Follow Through and Closure – CAR Owner Responsibility

Note:  If it is determined during the first CAR meeting ownership should transfer to a different service line, responsibility to update and finalize the CAR transfers to this new individual

1. Lead and schedule additional meetings
2. Draft and assign OIs resulting from corrective action items
3. Update status of CAR to ‘Ready for Review’ for sign-off user (management) review

Additional Follow Through and Closure – CAR Contributor Responsibility

Note:  Adding notes and Operational Initiatives related to the CAR is not exclusive to the CAR Owner and is encouraged to support the cross-team dynamics of Continuous Improvement 

1. Provide feedback and information by posting notes in the Hawkeye CAR
2. Attend scheduled meetings and if unable to attend alerts the CAR Owner

Additional Follow Through and Closure – Client Operations Responsibility

Note1: Client Operations is responsible for drafting and finalizing External Details for client review when this is required.

Note2:  Adding notes and Operational Initiatives related to the CAR is not exclusive to the CAR Owner and is encouraged to support the cross-team dynamics of Continuous Improvement 

1. Provide feedback and information by posting notes in the Hawkeye CAR
2. Attend scheduled meetings and if unable to attend alerts the CAR Owner
3. Draft and submit External Details for management review 
4. Deliver External Details report to client for client feedback

Completion – Sign-Off User (Management) Responsibility

1. If results of the CAR are satisfactory, the CAR sign-off user will:
   1. Click the ‘Sign-Off Approval’ checkbox,
   2. Enter the ‘Date Complete,’ and
   3. Set the CAR to the status of ‘Complete’
2. Should there be additional follow up, the sign-off user will instruct the CAR owner