Transcript NSPRC Presentation Guidelines
Guidelines for NSPRC Presentations
Each Supplier has a NSPRC Member advocate who must be briefed in advance on the material you plan to present. There may be some topic that the NSPRC membership wants to make part of your presentation, and your advocate will advise you. Your advocate will make introductory and concluding remarks for your presentation.
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There are key elements to be included in every Supplier presentation: 1.
Provide an overview of your Customer Technical Support organization for all appropriate products. Include escalation paths to the VP level, contact names, and complete contact information.
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Review all Action Items from previous NSPRC meetings.
Review the “Hot List” issues that were identified by your NSPRC advocate.
• • • Review the measurements requested by NSPRC.
Show results for the most recent 4 consecutive quarters of available data Identify any measurements that are below objective in the most current quarter Describe the corrective action plan to raise performance to objective Review other items of interest.
Example NSPRC Presentation
Your Company Logo
AGENDA
10:00 AM
10:20 AM
10:45 AM
10:55 AM
11:20 AM
12:00 PM 12:25 PM
Introduction...
NSPRC Advocate
Organizational Overview...
Action Register Items Hot List Performance Results...
Additional Noteworthy Items Concluding Remarks...
Vendor Vendor Vendor Vendor Vendor NSPRC Advocate
National ESAC Meeting - Month/Date/Year ABC- 3 Your Company Name
Proprietary Information
Your Company Logo
Organizational Structure & Overall Status
•If this is your first NSPRC meeting then the corporate structure and status may be of interest.
•For subsequent meetings, concentrate on the structure and status of your
customer technical support organizations
•Show
escalation paths with names and full contact information.
•This is a good opportunity to
communicate process improvements
concerning customer service to your customer.
•Remember that some of the NSPRC members may have changed, even if your organization hasn’t.
Your Company Name
Proprietary Information
National ESAC Meeting - Month/Date/Year
ABC- 4
Your Company Logo
Action Register Items
•Action Item Number •Description •Previous Status •Updated status
Your Company Name
Proprietary Information
National ESAC Meeting - Month/Date/Year
ABC- 5
Your Company Logo
Hot Issues
•Description of hot issue •Reference material such as Call Report numbers, Engineering complaints, etc.
•Resolution or plan to move forward
National ESAC Meeting - Month/Date/Year
ABC- 6 Your Company Name
Proprietary Information
Your Company Logo
TL9000 Metric Assessment
Your Company Name
TL9000 RESULTS
National ESAC Meeting - Month/Date/Year
ABC- 7
Proprietary Information
Your Company Logo
TL9000 Summary – (PR Metrics)
1.2.9.1 Core Routers Software Problem Reports Fix Response Measurement
Critical S/W Problem Reports per Element per Year Critical S/W Problem Reports per Element per Year - Rel N Critical S/W Problem Reports per Element per Year - Rel N-1 Critical S/W Problem Reports per Element per Year - Rel N-2 Major S/W Problem Reports per Element per Year Major S/W Problem Reports per Element per Year - Rel N Major S/W Problem Reports per Element per Year - Rel N-1 Major S/W Problem Reports per Element per Year - Rel N-2 Minor S/W Problem Reports per Element per Year Minor S/W Problem Reports per Element per Year - Rel N Minor S/W Problem Reports per Element per Year - Rel N-1 Minor S/W Problem Reports per Element per Year - Rel N-2 Critical Problem Reports per Element per Year Critical Problem Reports per Element per Year - Release N Critical Problem Reports per Element per Year - Release N-1 Critical Problem Reports per Element per Year - Release N-2 Major Problem Reports per Element per Year Major Problem Reports per Element per Year - Release N Major Problem Reports per Element per Year - Release N-1 Major Problem Reports per Element per Year - Release N-2 Minor Problem Reports per Element per Year Minor Problem Reports per Element per Year - Release N Minor Problem Reports per Element per Year - Release N-1 Minor Problem Reports per Element per Year - Release N-2 Critical Fix Response Major Fix Response Minor Fix Response Rate of Closure of Overdue Problem Reports - Major Rate of Closure of Overdue Problem Reports - Minor
TL 9000 Issue 4.0
SPR1 Cust Rqst Cust Rqst Cust Rqst SPR2 Cust Rqst Cust Rqst Cust Rqst SPR3 Cust Rqst Cust Rqst Cust Rqst NPR1 Cust Rqst Cust Rqst Cust Rqst NPR2 Cust Rqst Cust Rqst Cust Rqst NPR3 Cust Rqst Cust Rqst Cust Rqst Cust Rqst FRT2 FRT3 OFR2 OFR3 Section Number 8.2
8.2
8.2
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8.2
8.2
8.2
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8.2
8.2
8.2
5.1
5.1
5.1
5.1
5.1
5.1
5.1
5.1
5.1
5.1
5.1
5.1
5.20
5.20
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5.30
5.30
Measurment Data Problems/NE/yr Problems/NE/yr Problems/NE/yr Problems/NE/yr Problems/NE/yr Problems/NE/yr Problems/NE/yr Problems/NE/yr Problems/NE/yr Problems/NE/yr Problems/NE/yr Problems/NE/yr Problems/NE/yr Problems/NE/yr Problems/NE/yr Problems/NE/yr Problems/NE/yr Problems/NE/yr Problems/NE/yr Problems/NE/yr Problems/NE/yr Problems/NE/yr Problems/NE/yr Problems/NE/yr % On Time % On Time % On Time % Closed % Closed Worst in Class 0.0025
0.0025
0.0025
0.0025
0.0097
0.0097
0.0097
0.0097
0.0960
0.0960
0.0960
0.0960
0.0193
0.0193
0.0193
0.0193
0.0427
0.0427
0.0427
0.0427
0.5289
0.5289
0.5289
0.5289
N/A 75.74% 89.60% 21.89% 22.48% Best in Class 0.0000
0.0000
0.0000
0.0000
0.0000
0.0000
0.0000
0.0000
0.0001
0.0001
0.0001
0.0001
0.0000
0.0000
0.0000
0.0000
0.0001
0.0001
0.0001
0.0001
0.0011
0.0011
0.0011
0.0011
N/A 100.00% 100.00% 100.00% 100.00% V2.4 or IA 0.0675
0.0675
0.0675
0.0675
0.1125
0.1125
0.1125
0.1125
0.3150
0.3150
0.3150
0.3150
0.1800
0.1800
0.1800
0.1800
0.3000
0.3000
0.3000
0.3000
0.8400
0.8400
0.8400
0.8400
100.00% 90.00% 90.00% 25.00% 25.00% V3.0 or IA 0.0001
0.0001
0.0001
0.0001
0.0006
0.0006
0.0006
0.0006
0.0015
0.0015
0.0015
0.0015
0.0002
0.0002
0.0002
0.0002
0.0029
0.0029
0.0029
0.0029
0.0099
0.0099
0.0099
0.0099
100.00% 87.81% 97.08% 52.62% 62.65% 1Q10 4Q09 3Q09 2Q09
Your Company Name
Proprietary Information
National ESAC Meeting - Month/Date/Year ABC- 8
Your Company Logo
TL9000 Measurement XYZ
– TL9000 Measurement XYZ is not meeting the objective.
• • • Current Worst in Class= ___ Current Best in Class = ___ Current Industry Average/NSPRC Objective = ____ • • Current Performance= ___ Why do we not meet the Current Industry Average/NSPRC Objective?
• What is the Corrective Action Plan to become compliant with the objective?
XYZ National ESAC Meeting - Month/Date/Year ABC- 9 Your Company Name
Proprietary Information
Your Company Logo
Recommendation
Continue daily xxxxx.
– Concept was proven in the market for more than 2 years.
– Vendor has issued a Technical Bulletin recommending the above changes – Continue to track XYZ performance at NSPRCs • And monitor trends over time
Your Company Name
Proprietary Information
National ESAC Meeting - Month/Date/Year
ABC- 10
Your Company Logo
Additional Noteworthy Items
•Noteworthy Item •Noteworthy Item •Noteworthy Item •Noteworthy Item
Your Company Name
Proprietary Information
National ESAC Meeting - Month/Date/Year
ABC- 11