INDUSTRY FORUMPROGRESS UPDATE PRESENTATION

PRESENTED BY: ALAN MORGAN

2008.04.23

Technical Committee

Success Looks Like

• Robust customer interaction framework

• “Can do” working together culture

• Effective operating model

• Escalation process

• Transparent

• Work in progress publication

• Delivering soluions for our customers

• Customer satisfaction index - tracking

We Have

Building Blocks

The Team

• What have we done• Re-aligned & balanced the team• Revised accountabilities• Customer specialist support• Pro-active & structured

Technical Committee Team

Mike Williams

Operating Model

• What have we done• Case management

• New standards• New processes• Disciplined & controlled• Transparent & accountable

Service Desk

• What are we doing• Challenging existing programe against “World Class”• Customer journey analysis• SLA including response & customer satisfaction index• Key Performance Indicators (KPI’s)• Team performance analysis• Monthly performance reports• Summary of results• Publication• Customer satisfaction results

Communications

• What are we doing• Complete review of existing framework• Pro-active support• Transparency & visibility of all related documents• Website design

• Dedicated to technical• Improved functionality• Comprehensive information• Desk to desk news bulletins• FAQ’s• Technical case management progress summary• Case solutions• Internal processes etc

And Finally

Thank you Industry Forum

Q & A