I cannot emphasize enough - Smartsheet is my tool of choice for process management with full integrity and now process leakage. From the Forms that allow you to auto populate the Grids to collect data to analyze and present in a Dashboard, Smartsheet process management is completely self contained. I recently implemented a process workspace for my team members to use to intake, review, manage and track issue escalations from the client. We allow the client to complete a form from their end. The client has the opportunity to free-form details in a few form fields, but also select from drop-down lists we've provided for things like issue category and priority, operating company, country, etc.. Controlling data input will be key in our ability to accurately present KPIs using clean data. The "Point Guard" for this process on our team is alerted by automation, and triages the escalation to the appropriate Action Owner. Once the name of the Action Owner is selected, they are alerted by automation that action is required by them with a link to the specific row containing the information about the escalation they've been assigned. I've set automations and used the report feature to track key process milestones and process performance metrics like Escalation by Status (not-started/in-progress/completed) "Avg # days to Resolve Escalation". Action Owners have access to the grid to update root causes, findings and resolutions. Milestone date columns have been locked from editing to also ensure reporting integrity. Once the escalation isbfully addressed, the Point Guard can then select one of the client names/email addresses from the column that is set as a Contact List, and have a canned email that extracts the data from the grid that is specific to the escalation they resolved sent to the client team member. This process with all of it's automations has provided high visibility to our team for process improvement and process performance. It has also given the client some comfort in knowing we are committed to transparency, holding ourselves accountable for issue resolution and preparedness to discuss at length, what happened, why it happened, and how we've resolved it.
