it account review template
DESCRIPTION
Example of an account review for IT leader or Business relationship managers (BRM).TRANSCRIPT
Account Review ExampleLast Updated on 2013-07-15
1
2
1. Operational PerformancePerformance indicators
• Budget
• Availability
• Service levels
• Satisfaction
97%
99.4%
94%
72%
Notes:• Availability dipped this quarter due to
issues with network providers. The situation has been resolved.
• Satisfaction is improving but is still below the 75% level.
The satisfaction improvement program is well underway and results are encouraging.
1 2 3 4 5 690
95
100
95
99
94
97 98 97
Budget
1 2 3 4 5 698
99
100 99.9 99.799.3 99.1 99.3 99.4
Availability
1 2 3 4 5 680
90
100
91 89 9195 93 94
Service levels
1 2 3 4 5 690
95
100
95
99
94
97 98 97
Satisfaction
3
2. CS Service Usage by DepartmentWe have seen an increase in the number of requests per user for department XYZ compared to other departments.
After analysis, we recommend a second training session on the new Office suite as it seem to be the cause of many of these issues.
Satisfaction is increasing but is still slightly lower for department XYZ compared to other departments.
Satisfaction should increase once the sales system has been replaced as it is the cause of significant dissatisfaction.
Dissatisfaction with the sales system is still a major issue. The replacement is still scheduled for June 15th.
Period 1 Period 2 Period 30
25
50
75
100
67 71 7273 75 76
Satisfaction
Department XYZCompany
# requests / users0
0.5
1
1.51.225
0.998
Requests per users
Department XYZCompany
4
3. Focus and priorities
• Operational efficiency and productivity– Data accuracy and consistency are being audited
• Leadership and raising maturity of the management teams
• Inventory issues remediation
• Standards/benchmarks – i.e: to compare route information, energy consumption, etc. between sites– Will need support from ABC (SCSS, etc.)– Workshop scheduled in Toronto on April 12th-13th, to define future state of
Corporate KPIs
The priority is still on the sales system replacement.
5
4. Projects
JDE and Release 5 are red from a financial standpoint. They are still on their original schedule.
Projects – Top 5
• CRM
• JD Edwards
• Intranet evolution
• Release 5
• Sharepoint
Notes:• CRM is still looking for a June 15th go-live. • JD Edwards is incurring significant cost
increase but the go-live date remains unchanged.
Month 1 Month 2 Month 3 Month 4
CRM go-live
JDE go-liveUser Testing
User Testing
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5. Status and Issues
• 1. Overall inventory management – Issue:
• Inability to to manage inventory at a global scale I the ERP. – Action items:
• Worked with shipping to review the shipping procedures. COMPLETED.• Development of a new report to account for in transit inventory. COMPLETED.
– Status: Closed.
• 2. Need strategy/direction for Mexico operations integration
– Issue:• An orientation is required as to whether Mexico operations should be integrated in the same ERP.
– Action items: • The preferred method would be to push the system/operation rather than work off a file
exchange/reporting arrangement.• More discussions between Sales and Operations are required. PENDING.
– Status: Open.
A resolution on the Mexico issue is required by June 15th or it will delay the JDE project.
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6. Upcoming events
• ERP downtime on July 15th.– JDE will be unavailable during the entire week-end of
June 15th.
• CRM go-live on June 15th.– User testing will be required on the previous week-end. – Users and managers have already been notified.
• Network switchover on May 5th
– Brief network interruption on May 5th at night.
• Next account plan meeting: June 30th.
