Guidelines forGuidelines forNSPRC PresentationsNSPRC 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.

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.

2. Review all Action Items from previous NSPRC meetings.

3. Review the “Hot List” issues that were identified by your NSPRC advocate.

4. 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 two quarters

• Describe the corrective action plan to raise performance to objective

5. Review other items of interest.

Example NSPRC Example NSPRC PresentationPresentation

ABC- 3Your Company Name Proprietary Information National ESAC Meeting - Month/Date/Year

Your Company Logo

10:00 AM Introduction... NSPRC Advocate

10:20 AM Organizational Overview... Vendor

10:45 AM Action Register Items Vendor

10:55 AM Hot List Vendor

11:20 AM Performance Results... Vendor

12:00 PM Additional Noteworthy Items Vendor

12:25 PM Concluding Remarks... NSPRC Advocate

AGENDAAGENDA

ABC- 4Your Company Name Proprietary Information National ESAC Meeting - Month/Date/Year

Your Company Logo

Organizational Structure & Overall Status

Agenda

•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.

ABC- 5Your Company Name Proprietary Information National ESAC Meeting - Month/Date/Year

Your Company Logo Action Register Items

Agenda

•Action Item Number

•Description

•Previous Status

•Updated status

ABC- 6Your Company Name Proprietary Information National ESAC Meeting - Month/Date/Year

Your Company Logo Hot Issues

Agenda

•Description of hot issue

•Reference material such as Call Report numbers, Engineering complaints, etc.

•Resolution or plan to move forward

ABC- 7Your Company Name Proprietary Information National ESAC Meeting - Month/Date/Year

Your Company Logo TL9000 Metric Assessment

TL9000 RESULTS

Agenda

ABC- 8Your Company Name Proprietary Information National ESAC Meeting - Month/Date/Year

Your Company Logo TL9000 Summary – (PR Metrics)

MeasurementTL 9000 Issue 4.0 Section Number Measurment Data

Worst in Class

Best in Class V2.4 or IA V3.0 or IA 1Q10 4Q09 3Q09 2Q09

Software Critical S/W Problem Reports per Element per Year SPR1 8.2 Problems/NE/yr 0.0025 0.0000 0.0675 0.0001Critical S/W Problem Reports per Element per Year - Rel N Cust Rqst 8.2 Problems/NE/yr 0.0025 0.0000 0.0675 0.0001

Critical S/W Problem Reports per Element per Year - Rel N-1 Cust Rqst 8.2 Problems/NE/yr 0.0025 0.0000 0.0675 0.0001 Critical S/W Problem Reports per Element per Year - Rel N-2 Cust Rqst 8.2 Problems/NE/yr 0.0025 0.0000 0.0675 0.0001 Major S/W Problem Reports per Element per Year SPR2 8.2 Problems/NE/yr 0.0097 0.0000 0.1125 0.0006 Major S/W Problem Reports per Element per Year - Rel N Cust Rqst 8.2 Problems/NE/yr 0.0097 0.0000 0.1125 0.0006

Major S/W Problem Reports per Element per Year - Rel N-1 Cust Rqst 8.2 Problems/NE/yr 0.0097 0.0000 0.1125 0.0006Major S/W Problem Reports per Element per Year - Rel N-2 Cust Rqst 8.2 Problems/NE/yr 0.0097 0.0000 0.1125 0.0006Minor S/W Problem Reports per Element per Year SPR3 8.2 Problems/NE/yr 0.0960 0.0001 0.3150 0.0015Minor S/W Problem Reports per Element per Year - Rel N Cust Rqst 8.2 Problems/NE/yr 0.0960 0.0001 0.3150 0.0015Minor S/W Problem Reports per Element per Year - Rel N-1 Cust Rqst 8.2 Problems/NE/yr 0.0960 0.0001 0.3150 0.0015Minor S/W Problem Reports per Element per Year - Rel N-2 Cust Rqst 8.2 Problems/NE/yr 0.0960 0.0001 0.3150 0.0015Critical Problem Reports per Element per Year NPR1 5.1 Problems/NE/yr 0.0193 0.0000 0.1800 0.0002

Problem Critical Problem Reports per Element per Year - Release N Cust Rqst 5.1 Problems/NE/yr 0.0193 0.0000 0.1800 0.0002Reports Critical Problem Reports per Element per Year - Release N-1 Cust Rqst 5.1 Problems/NE/yr 0.0193 0.0000 0.1800 0.0002

Critical Problem Reports per Element per Year - Release N-2 Cust Rqst 5.1 Problems/NE/yr 0.0193 0.0000 0.1800 0.0002Major Problem Reports per Element per Year NPR2 5.1 Problems/NE/yr 0.0427 0.0001 0.3000 0.0029Major Problem Reports per Element per Year - Release N Cust Rqst 5.1 Problems/NE/yr 0.0427 0.0001 0.3000 0.0029Major Problem Reports per Element per Year - Release N-1 Cust Rqst 5.1 Problems/NE/yr 0.0427 0.0001 0.3000 0.0029Major Problem Reports per Element per Year - Release N-2 Cust Rqst 5.1 Problems/NE/yr 0.0427 0.0001 0.3000 0.0029Minor Problem Reports per Element per Year NPR3 5.1 Problems/NE/yr 0.5289 0.0011 0.8400 0.0099Minor Problem Reports per Element per Year - Release N Cust Rqst 5.1 Problems/NE/yr 0.5289 0.0011 0.8400 0.0099Minor Problem Reports per Element per Year - Release N-1 Cust Rqst 5.1 Problems/NE/yr 0.5289 0.0011 0.8400 0.0099Minor Problem Reports per Element per Year - Release N-2 Cust Rqst 5.1 Problems/NE/yr 0.5289 0.0011 0.8400 0.0099Critical Fix Response Cust Rqst 5.20 % On Time N/A N/A 100.00% 100.00%

Fix Major Fix Response FRT2 5.20 % On Time 75.74% 100.00% 90.00% 87.81%Response Minor Fix Response FRT3 5.20 % On Time 89.60% 100.00% 90.00% 97.08%

Rate of Closure of Overdue Problem Reports - Major OFR2 5.30 % Closed 21.89% 100.00% 25.00% 52.62%Rate of Closure of Overdue Problem Reports - Minor OFR3 5.30 % Closed 22.48% 100.00% 25.00% 62.65%

1.2.9.1 Core Routers

ABC- 9Your Company Name Proprietary Information National ESAC Meeting - Month/Date/Year

Your Company Logo

– 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?

TL9000 Measurement XYZ

XYZ

ABC- 10Your Company Name Proprietary Information National ESAC Meeting - Month/Date/Year

Your Company Logo

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

Recommendation

Summary

ABC- 11Your Company Name Proprietary Information National ESAC Meeting - Month/Date/Year

Your Company Logo Additional Noteworthy Items

Agenda

•Noteworthy Item

•Noteworthy Item

•Noteworthy Item

•Noteworthy Item