supplier documentation and training scorecard report should be completed and published within the...

Printed: January 6, 1999

TMG Training Scorecard 1 Rev 2.1, 1/6/99Intel Confidential

Supplier Documentation and Training ScorecardREV 2.1 , January 6, 1999

Overview

Purpose To evaluate supplier documentation, training, and FSE certification for quality and costeffective deliverables, utilizing a standardized system/tool for communicating needs andexpectations, measuring, and tracking results.

Timing Used on a quarterly basis. The report should be completed and published within the first threeweeks of the following quarter.

Who TMG-Training assigned Supplier Liaison

ExpectedOutcome

• Baseline supplier performance• Highlights data-driven areas for improvement• Communication tool provides clear expectations and intentions• Improving supplier performance

Table of Contents

1. Procedures .................................................................................................................................22. How To Use Results ...................................................................................................................33. Performance Report Card (PRC) Report .....................................................................................44. Summary Page...........................................................................................................................55. Scorecard Rollup........................................................................................................................66. Scorecard Guide.........................................................................................................................8

6.1. Documentation ...............................................................................................................86.2. Training ....................................................................................................................... 106.3. Training Systems & Customer Service .......................................................................... 166.4. Field Service Engineer (FSE) Certification And Documentation ................................... 22

7. Changes................................................................................................................................... 24



1. Procedures

General Scorecards• Cover only events that occurred during the quarter being reported, or for initial

scorecards, a snapshot of current status• Input should be requested from impacted groups (TSG, user groups, CED, and

other internal customers). The impacted groups will have the opportunity toreview the completed scorecard before it is published to the supplier.

• TMGT-TSG will provide input for the scorecard within the last two weeks of thequarter. SETS for items: 7, 14, 16, 19 and 20, IMS for item 10.

• All items being scored are referenced to the corporate agreement, specification 20-254 and/or MESH.

• Scorecard should be reviewed with the supplier before the final version ispublished.

• Report should be published and placed on the TMGT Supplier WEB page withinthe first three weeks of the following Quarter. Softcopies should be sent to thesupplier and internal customers (user groups, CED, TSG and other keygroups/people).

• Updates to each scorecard should be made if major improvements or serious issuesoccur. Revised scorecards also need to be posted on the WEB and sent to thesupplier and internal customers.

• Areas may be marked as NA or TBD, but must be addressed in Comments or onAction Plan.

Initial Scorecard • On site visit required• Develop an Action Plan• Generate ‘initial’ scorecard

New Supplier Liaison • On site visit with experienced Supplier Liaison required to assist with:• Develop or review current Action Plan.• Generate ‘initial’ scorecard or review current scorecard.

Supplier LiaisonTransfer

• On site visit with both new and old Supplier Liaisons required• Review current Scorecard with supplier.• Review Action Plan with supplier.



2. How To Use Results

As each item is scored, some may be determined as critical and could stop or seriously impact training. Others may beless than acceptable, but will not have a serious impact on training. Because of this, each numbered area must bereviewed. Getting all numbered areas to a 3.0 or better is the expected outcome. For numbered areas that are lessthan 3.0, they may be escalated through the selection group, user group and CED for resolution or improvement.

Score of 3.0 or above inany item

• Minor maintenance/management of supplier required• Action Plan needed for continuous improvement• On site review visit suggested - may be semiannual instead of quarterly

Score of 2.0 to 2.9 inany item

• Management of supplier required• Action Plan required• On site review visit strongly recommended - quarterly• Monthly update meetings (Phone or 1:1) required• As required, escalate through user group and/or CED.

Score of less than 2.0 inany item

• Close management of supplier required• Action Plan required• On site review visit required quarterly• Weekly progress meetings (Phone or 1:1) required• As required, escalate through user group, CED



3. Performance Report Card (PRC) Report

The PRC is used to communicate from Intel to the supplier, how they are doing in all areas. Input is reported to CEDfrom all groups on the Product Performance, Business Performance, Equipment Supplier Performance, andResponsiveness. The completed TMGT Scorecard will be forwarded to the User Group Chair. Contact the chair todetermine the due date.The score reported for the PRC must indicate clearly how the supplier is performing. We must convert the TMGTScorecard scale (1 through 4) to the PRC training scale, 0 through 5. Training Category is weighted 2X sincetraining impacts both the supplier FSE’s and Intel technicians/engineers. The table below shows the conversationalgorithm.

Category from SupplierScorecard

Possible PRCPoints

Supplier ScorecardCategory Score

PRC Score by Category

Documentation 1 W W/4Training 2 X X/2Training Sys. & Cust Service 1 Y Y/4FSE Cert Documentation 1 Z Z/4

Total 5 Total = W + (2*X) + Y + Z 4



4. Summary PageEach report should have a summary page. The Summary Page should include:

• EXECUTIVE SUMMARY

Brief overview of events this quarter.

• SUPPLIER RISK RATING

Select from one of the three below and provide brief explanation

• HIGH (Show Stopper, severe impact - ramp limiter or fab constraint)

• MEDIUM (Critical impact, may impact ramp or production)

• LOW RISK (no serious problems, training Limiters or constraints)

• INTEL STUDENTS ATTENDING

Number of Intel students for each supplier class.

Course CMV Q1/98 Q4/97 Q3/97 Q2/97example: Operation Class 00700 3 10 0 7example: Maintenance Class 00801 1 5 7 1example: Adv. Maint. Class 01000 3 5 2 na

Total 7 20 9 8

SCORECARD SUMMARY

Reported in Q2 Q1 Q4 Q3Period Q1/97 Q4/96 Q3/96 Q2/96

DocumentationTrainingTraining System/Customer ServiceFSE Certification Documentation

TOTAL SCORE (Average of above sections)

Training Score reported for PRC

• AT RISK ISSUESAny noteworthy documentation, training, cost or FSE issues that is impactingdelivery - quality or quantity.

• ACTION PLANMajor deliverables with due dates

• HIGHLIGHTSNoteworthy positive events.

• LOWLIGHTSNoteworthy negative events.

• PLANSAny noteworthy training plans such as class audits, supplier expanding resources,or future events/meetings. Prognosis for increasing scores that are below 3.0.



5. Scorecard RollupTMG Training Equipment Supplier Scorecard

INSTRUCTIONS:a) Evaluate supplier on the following items per requirements stated in Corporate Agreement, Spec. 20-254 and/or MESH.b) Use the following scale for scoring.c) Scoring is not limited to whole numbers, for example you can use: 3.7 or 2.5.d) Reference to Scorecard guide for definitions and scoring.e) Use the REMARKS section to explain scores.f) Attach supporting documentation where appropriate.g) Attach a Summary (cover) page that includes: Executive Summary, Risk Rating, Intel students attending, At Risk Issues, Action Plan,

Highlights, Lowlights, and Plans.

SCALE: (Meets Intel’s Documentation and Training Performance Requirements)1 Poor Does Not Meet2 Needs Improvement Barely Meets3 Successful Some Minor Improvement May Be Needed4 Outstanding No Changes Needed, meets all requirements

N/A Not Applicable

Equipment Supplier (Company name) Equipment(model)

Documentation ContactPosition/Title

Training ContactPosition/Title

FSE Certification ContactPosition/Title

First Tool Dock Date(optional)

Contract Renewal Date(optional)

CED Commodity Manager(CCA)

CED Technical Engineer(PED)

Prepared By (TMGT Supplier Liaison) Scorecard Date



DOCUMENTATION score1-4

REMARKS ActionItem

1. Equipment Documentation Format

2. Equipment Documentation Content

3. Timing of Equipment Documentation

TOTAL DOCUMENTATION SCORETRAINING score REMARKS Action

4. Training Courses Available When Required and costeffective

5. Training class format

6. Training class content (Level 3 Evaluation)7. Training Capacity

8. Training Facility

9. Training Tool Availability

10. Intel Level 1 Evaluations Returned

11. Level 1 Evaluation - Student Response Content/Structure

13-18

Material

19-23

Facilities/Equipment

24-27

Instructor

28-32

11.1. Operations Course (s)11.2. Preventive Maintenance Course (s)11.3. Corrective Maintenance Course (s)

Level 1 SummaryTOTAL TRAINING SCORE

TRAINING SYSTEMS & CUSTOMER SERVICE score REMARKS Action

12. Documented Instructor Certification Program

13. Course Evaluation System Exists and Monitored

14. Semi-Annual Course Schedules Published

15. Responsiveness on Documentation & TrainingImprovement Action Plan

16. Credit Tracked and Reported Monthly

17. Student Completion Contract (Level 2 Evaluation)

18. Class Audits

19. Communication - Student Enrollment

20. Accessibility and Responsiveness

TOTAL TRAINING SYSTEMS/CUSTOMER SERVICE SCOREField Service Engineer (FSE) Certification Documentation score REMARKS Action

21. FSE summary skills matrix

22. FSE training and certification flowchart

23. FSE tracking documents

TOTAL FSE CERTIFICATION DOCUMENTATION SCORE



6. Scorecard Guide

6.1. Documentation

1. Equipment Documentation Formato Conforms with spec. 20-254, Suppliers Handbook (MESH), and/or Sematech Guidelines.o Documentation must be in American English.o Have a logical flow.o Be well organized.o Controlled and includes Rev dates.o Intel has the right to make copies of any or all of the equipment documents for internal training.

Supplier has provided permission in writing.o All the documents should be available as a soft copy (Internet or CD ROM). The format can be

in any Microsoft compatible format.

Scorecard Guide4 o All documents in American Englisho Have a logical flowo Is well organizedo Controlled and includes Rev dateso Intel can make copies of all equipment documentationo Supplier has provided written permission to copyo Soft Copy (Internet, CD ROM) of all documents delivered to Intel

3 o All documents in American Englisho Logical flow/organization needs improvemento Controlled and includes Rev dateso Intel can make copies of some equipment documentationo Some soft copies (CD ROM, Floppy Disk) of documents delivered to Intel

2 o All documents in Englisho Flow/organization needs major improvemento Poorly Controlled or does not includes Rev dateso Intel not allowed to make copies of equipment documentation.o Supplier has not provided permission in writingo No soft copies of documentation available

1 o Documents not in Englisho No logical flowo Not Controlledo Poorly organized



2. Equipment Documentation Contento Manufacturing Equipment contains: Overview, Theory of Operation, PMs, CMs, FRU (Field

Replaceable Unit) procedures, flowcharts and Troubleshooting.o Conforms with spec. 20-254, Suppliers Handbook (MESH), and/or Sematech Guidelines.o All documents are current and accurate.

Scorecard Guide

4 o Contains all sectionso Follows 20-254/MESH/Sematech guidelineso Materials are current and accurate

3 o Contains most sectionso Follows 20-254/MESH/Sematech guidelineso Materials need some updates and/or corrections

2 o Contains some sectionso Somewhat follows 20-254/MESH/Sematech guidelineso Materials require major updates and/or corrections

1 o Documents are unorganized, incorrect and/or outdated

3. Timing of Equipment Documentationo Operations/Apps, Preventive and Corrective Maintenance Documentation is developed,

approved, published, and ready to be delivered and available prior to delivery of first tool.o Systems in place to periodically review and revise all manuals.o Critical or safety updates are published and provided in a timely manner to all sites and/or

posted to Extranet site.

Scorecard Guide4 o All documents developed, approved and finalizedo All documents are availableo Process in place to review and revise documents in a timely mannero Critical and Safety updates are quickly provided to all sites and/or posted to

Extranet site3 o Most documents are developed, approved and finalizedo Most documents are availableo Improvements needed on documentation, review/revisions process and/or

critical/safety updates2 o Some documents are developed and availableo Ineffective review/revision system and/or critical/safety updating system

1 o Needed documentations are not availableo No review/revision system and/or critical/safety updating system



6.2. Training

4. Training Courses Available When Required and cost effectiveo Operations/Apps, Preventive and Corrective Maintenance, & Advanced Courses are developed.o All courses are ready to be delivered.o All courses are available as needed.o Supplier will deliver formal courses at Intel site.o Supplier travel cost comply with Intel’s travel guidelines.o Price per student (per day, tuition only, does not include travel) is reasonable (does not exceed

75% above average), both at supplier and at Intel locations.

Scorecard Guide4 o ALL needed courses developed, piloted, approved, and availableo Supplier will deliver formal training at Intel locationso Supplier travel costs meet Intel’s travel guidelineso Price per student - < 75% of average

3 o MOST needed courses developed, piloted and availableo Supplier will deliver most formal training at Intelo Supplier travel costs meet Intel’s travel guidelineso Price per student - within (+) 25% of average

2 o SOME needed courses developed, piloted and availableo Supplier will not deliver formal training at Intelo Supplier travel costs exceed Intel’s travel guidelineso Price per student - from 125% up to 200% of average

1 o Needed courses are not availableo Supplier will not deliver training at Intelo Price per student > 2 X average

5. Training Class Formato The classes follow PBET (Performance Based Equipment Training) format or equivalent.o Performance Objectives must clearly define the task each student must perform to complete the class.o Objectives are published in student manuals.o Instructor guides developed and in use by all instructors.

Scorecard Guide

4 o Courses are PBET formattedo Approved Performance Objectives are clearly defined and published in student

manualso Instructor Guides developed and in use for all classes

3 o Some courses need improvements to meet PBET format or PerformanceObjectives

o Some Performance Objectives statements and/or student manuals needimprovement

o Instructor Guides developed but improvements needed2 o Some courses are missing one or more of the following: PBET format,

Performance Objectives, and/or student manuals. Instructor Guides notdeveloped

o No Instructor guides1 o Courses do not have Performance Objectives



6. Training class content (Level 3 Evaluation)o Aligned to Intel spec 20-254 and/or MESH so that entry level, intermediate and senior

technicians have classes available to help them become more proficient on the equipment.o All the courses have pre-course Requirements (knowledge and skills) defined and enforced.o Standardized with hands-on training to teach Intel defined critical skills.o All course and module objectives defined, published, and approved by Intel (meets Intel’s

expectations).o Safety procedures for working on and around equipment defined, approved, in use and enforced (ex:

lock-out/tag-out).o All Training materials are current and accurate, have a logical flow, and are well organized.o Intel has the right to make copies of any or all of the documents for internal training.o All the documents are available as a soft copy (Internet, CD ROM). The format can be in any

Microsoft compatible format.o Documentation must be in American Englisho Based on Intel Level 3 Evaluation results completed by Intel Training personnel, supplier

revises courses to improve efficiency.

Scorecard Guide4 o Complete alignmento prerequisites defined and enforcedo Safety procedures for working on and around equipment defined, approved, in

use and enforcedo All training documents in American English, have a logical flow, and are well

organizedo Intel can make copies of all training documentationo Soft Copy (Internet, CD ROM) of all documents delivered to Intelo Supplier uses Intel level 3 results and revises courses in a timely manner to

improve efficiency.3 o Good alignmento Prerequisites defined and enforcedo Safety procedures for working on and around equipment defined, approved, in

use and enforcedo All training documents in American Englisho Logical flow/organization needs improvemento Intel can make copies of some training documentationo Some soft copies (CD ROM, Floppy Disk) of documents delivered to Intelo Supplier uses Intel level 3 results to revises courses, but timing or efficient

could be better.2 o Some alignmento Prerequisites not defined or not enforcedo All training documents in Englisho Safety procedures for working on and around equipment defined, in use and

enforcedo Flow/organization needs major improvemento Intel not allowed to make copies of training documentationo No soft copies of documentation availableo Based on Intel Level 3 Evaluation results, supplier’ course are poor and

resists making changes..1 o No alignmento Safety procedures inadequate, not enforced or missingo Documents not in Englisho No logical flowo Poorly organized



7. Training Capacityo Supplier seat availability vs. Intel forecasted demand. TMGT Supplier Liaison will ensure that

the Intel forecast is delivered to the supplier NLT the start of the quarter.o Adequate resources available, this includes instructor, equipment and other resources.o Classes do not exceed published class max size.

Scorecard Guide4 o All forecast requirements for current and next two quarters meto Adequate resourceso Classes do not exceed class max size

3 o All forecast requirements for the current and next quarter meto Resources meet short term demando Classes do not exceed class max size

2 o Students wait listed < 3 (three) months outo Resource limitedo Classes exceed class max size occasionally

1 o Students wait listed > 3 (three) months outo Resources are issue, severe capacity limitero Classes often exceed max class size, (long term or high impact capacity issue)

8. Training Facilityo Safety - for building (Emergency exits, fire extinguishers), personnel (PPE, gloves, goggles,

etc.), classroom (desk, chairs in good condition, ergonomically correct) and equipment (properworking order, ergonomically correct).

o Environment - comfortable heating/cooling, good lighting, and student area not cramped.o Classroom equipment (white board, overhead, VCR, TV) - functional and available to enhance

training; easily seen from all seats, minimum noise interference.o Lab area - needed tools available, area is clean and safe, without distractions.

Scorecard Guide4 o Outstanding: Safety, Environment, classroom equipment and Lab area

3 o Some minor improvements needed for Environment, Lab area and/or

classroom equipment2 o Improvements needed for Safety, Environment, Lab area, and/or classroom

equipment1 o Major problems for Safety, Environment Lab area and/or classroom

equipmento Lab area, classroom, or equipment not available



9. Training Tool Availabilityo Dedicated, Intel configured tool that is used in the classes to teach skills.o Tool can simulate the fab process/functionality.o The equipment needs to have scheduled maintenance and support to ensure it is fully functional

and ‘up’ for the class.

Scorecard Guide4 o Dedicated Intel configuredo Complete tool can simulate the fab process/functionalityo Has scheduled maintenance and supporto Fully up for each class

3 o Dedicated toolo System maintenance needs improvement, impacting classeso Tool is occasionally unable to support class

2 o Shared toolo Poor or no system scheduled maintenanceo Tool is consistently unable to support class

1 o No training tool

10. Level 1 Evaluation Returned (Intel Critique Sheets used and returned)o Supplier needs to administer Intel critique sheets for each class to get immediate student

feedback for each class and return to Intel - TSG within one (1) week after each class.o Supplier ensures students provide CMV # on each critique.o The completed forms need to be reviewed by supplier for negative trends and problems. Plans

and actions must be implemented for improvement.

Scorecard Guide4 o Administers Intel critiques properly and consistently returns them to Intel

(TSG) one (1) week after each class.o Supplier ensures students provide CMV # on each critiqueo System for reviewing and correcting negative trends in place.

3 o Administers critiques and consistently returns them monthly to Intel (TSG),o Not all returned critiques have CMV #so Some improvements needed for critique review/tracking system.

2 o Improvements needed on critiques or in the administration of them.o No critique review/tracking system.

1 o No critiques administered.



11. Level 1 Evaluation - Student Response

NOTE: For 11.1 through 11.3, use the Intel evaluation form.Provide subtotals for

• Content/Structure (#13-#18)• Material (#19-#23)• Facilities/Equipment (#24-#27)• Instructor (#28-#32)

These values are placed in the appropriate sub-columns under the ‘Remarks’ column. Take the average of allfour and place it in the ‘Score’ column .

As a minimum, 80% of the completed critiques must be used to supply the data. If less than 80%, enter“Insufficient Data” for the score and do not count it for the section average. Take corrective action to ensureproblem is fixed as soon as possible to avoid impacting the next report.

11.1. Operations Course(s)Use any and all operation/operator and level 1 classes. Include all related equipment models. Addadditional rows as need for each ‘Level 1” course.Scoring Guide = average all critiques for the quarter and enter as score. Scale is 1-4.

11.2. Preventive Maintenance CourseUse any and all Level 2 type courses. Include all related equipment models. Include all relatedequipment models. Add additional rows as need for each ‘Level 2” course.Scoring Guide = average all critiques for the quarter and enter as score. Scale is 1-4.

11.3. Corrective Maintenance CourseUse all level 3 type courses. Include all related equipment models. Include all related equipmentmodels. Add additional rows as need for each ‘Level 3” course.Scoring Guide = average all critiques for the quarter and enter as score. Scale is 1-4.



6.3. Training Systems & Customer Service

12. Documented Instructor Certification Programo Documented Instructor Certification program implemented and maintained (ref.: Sematech

guidelines), records available for review.o Instructors demonstrate: presentation skills, equipment knowledge and experience.

Scorecard Guide4 o Fully implemented, all classes lead by certified instructors, complete system

documentationo Instructors demonstrate excellent skills

3 o Incomplete or vague process and/or documentationo Instructor skills need improvement

2 o No formal documentation or process for certification but some evidence thatinstructors must meet standards before teaching a class

o Instructor skills are inadequate1 o No Instructor certificationo Instructor are missing: presentation skills, equipment knowledge, and/or

equipment knowledge

13. Course Evaluation System Exists and UsedEvaluations administered and used:o Level 1 (student critique)o Level 2 (Pre/post test, Performance checklist)o Level 3 (Skill retention)

Scorecard Guide4 Level 1, 2, and 3 exists and used

3 Level 1 and 2 exists and used

2 Level 1 OR 2 exists and used or major improvements needed.

1 No evaluations used



14. Semi-Annual Course Schedules Publishedo Consistently sent to corporate training coordinators (TSG) or published on the WEB.o Published schedule for at least next three quarters or On-Demand (~ customer calls in and a

class is then scheduled for them and delivered within the next 4 weeks).o Sent to TSG three months prior to schedule start date.o Maintained, accurate and communicates changes to TSG in a timely mannero Classes are not canceled or relocated within 30 days of class start date.

Scorecard Guide

4 o Published Schedule for next three quarters or on demand (<4 weeks)o Delivered to TSG at least three months prior to start dateo Maintained, accurate and communicates changes to TSG in a timely mannero Classes are not canceled or relocated within 30 days of class start date

3 o Published Schedule for next three quarters or on demand (5-8 weeks)o Delivered to TSG at least three months prior to start dateo Improvement need in the maintained, accurate and/or communication of

changes to TSG in a timely mannero Classes are not canceled or relocated within 30 days of class start date

2 o Published Schedule for next three quarters or on demand (9-12 weeks)o Not delivered to TSG three months prior to start dateo Improvement needed on maintenance and/or accuracyo Communication of changes to TSG pooro Class is canceled or relocated within 30 days of class start date

1 o No Published Schedule or on demand is over 3 monthso Classes are often canceled or relocated within 30 days of class start date

15. Responsiveness on Documentation & Training Improvement Action Plan# of completed items ÷ # of items from the action plan for the reported on quarter.o All actions are dated and referenced to scorecard category # and names.o All Actions have owners assigned.o All Actions have completion dates assigned.o All Actions have been completed correctly and on time.

Scorecard Guide4 100%

3 90 - 99%

2 80 - 89%

1 < 80%



16. Credit Tracked and Reported Monthlyo Monthly reports provide: credits added, usage and balance by factory.o Reports sent monthly to corporate training coordinators (TSG).o Adheres to 20-254/MESH/expectations/contract specification credit guidelines.

Scorecard Guide

4 o Complete monthly reports sent to Intel (TSG) consistently and automatically

3 o Partial monthly reports sent to Intel (TSG)o Supplier has to be reminded frequently to provide report

2 o Incomplete reportso Reports not sent monthly

1 o No reports or tracking

17. Student Completion Contract (level 2 Evaluation)o Uses Sematech guidelines for Training agreement or an approved PBET certification checklist.o At the minimum, this document provides:

o course descriptiono course performance objectiveso task compliance/completion methodo comment sectiono has student and instructor signature blocks for each tasko both student and instructor/supplier have completed copies

o Certificate of attendance may be used only to show student attended class.o Copies are sent to the Supplier Liaison within two weeks of the end of the course.o Additional copies are available and provided upon request.

Scorecard Guide4 o Training agreement used, has all the minimum items (listed above) and

conforms to Sematech guidelineso Copies are sent to the Supplier Liaison within two weeks of the end of the

courseo Additional Copies are available and provided upon request

3 o Training agreement not fully used or supported as part of class, partially hassome of the minimum items (listed above), and/or does not conform toSematech guidelines

o Copies are not sent to the Supplier Liaison within two weeks of the end of thecourse

o Copies reflecting student attainment of performance objectives are notavailable and/or provided upon request

2 o Training Agreement not used, only class completion certificate given

1 o No student completion certificate provided



18. Class Auditso Allows audits for each class once per year or after major updates/revisions at no charge.o Class auditors may participate in lab activities if class size permits.o Responsiveness to request.

Scorecard Guide

4 o Allows each class to be audited at no chargeo Allowed once/year or after major upgrades/revisionso Auditors may participate in labs if class size permits

3 o Allows some classes to be audited at no chargeo Allowed once/year or after major upgrades/revisionso Auditors may participate in labs if class size permits

2 o Allows classes to be audited at full chargeo Auditors are not allowed to participate

1 o Does not allow audits



19. Communication with TSG for Student Enrollment and Completiono E-Mail as main communication, timely (48 hours) student enrollment confirmation letters.o Accurate records maintained, student attendance is reported within 30 days of class completion.o Student cancellation policy published and reasonable (example: > 2 weeks, no charge, < 2

weeks, 50% of tuition; no show, 100% of tuition).o Student seat swapping allowed.o ‘TBD’ for reservation allowed.o Information is accurate and complete.o Monthly invoices provided to TSG.o No-Shows are reported within 30 minutes of class scheduled start time.o Tardy or unexcussed absences are reported within 12 hours.o Minimum of 180 days notice before any price increase if not covered under CPA.

Scorecard Guide4 o Enrollment and confirmation done within 48 hours by emailo Accurate recordso Timely attendance reportingo Cancellation Policy - Published and Reasonableo Student swapping allowedo ‘TBD’ for reservation allowedo Information is accurate and completeo Monthly invoices provided to TSG.o No-Shows are reported within 30 minutes of class scheduled start timeo Tardy or unexcussed absences are reported within 12 hourso Minimum of 180 days notice before any price increase if not covered under

CPA.3 o Enrollment process needs improvemento Inaccurate recordso Late attendance reportingo Student cancellation policy - not reasonableo Student swapping allowedo ‘TBD’ for reservation allowedo Information is accurate and completeo Monthly invoices needs improvement (incomplete or inaccurate)o No-Shows are reported within 30 minutes of class scheduled start timeo Tardy or unexcussed absences are reported within 12 hourso Less than 180 days notice before any price increase

2 o Major problems with:o Enrollmento Recordso Attendance reporting (No-Shows, Attendance & unexcussed

absences)o Cancellationo Student swappingo Monthly invoices (incomplete or inaccurate)

o Information is inaccurate and/or incompleteo ‘TBD’ not allowed for reservations

1 o No confirmation letterso No reports

o enrollmento confirmationo attendanceo cancellation



o No records on fileo Less than 90 days notice before any price increase

20. Accessibility and Responsivenesso Easy to reacho Alternate contactso Returns calls within 24 hrso Returns email within 48 hourso Response to requests within 48 hourso Resolves problems effectively and to Intel’s satisfaction, etc.

Scorecard Guide4 o Easy to reacho Alternate contactso Returns calls within 24 hours,o Returns email within 48 hourso Response to requests within 48 hourso Quick, effective problem resolution

3 o Most of the time:o Easy to reacho calls returned within 24 hourso quick, effective problem resolutiono Returns email within 48 hourso Response to requests within 48 hours

2 o Problems:o contactingo getting calls returned,o getting problems resolvedo Returning email within 48 hourso Response to requests within 48 hours

1 o Serious problems:o contactingo getting calls returnedo getting problems resolvedo Returns emailo Response to requests



6.4. Field Service Engineer (FSE) Certification And Documentation21. FSE summary skills matrix

o Published Matrix that includes all critical skills in measurable statements a FSE would need tobe certified for each skill level (1, 2, and 3).

o Skills include Operations, PMs, CMs, Repair, and troubleshootingo Identifies equipment type/model and is a controlled document (rev date, owner)

Scorecard Guide4 o Matrix that includes all critical skills in measurable statements a FSE would

need to be certified for each skill levelo Skills include Operations, PMs, CMs, Repair, and troubleshootingo List equipment and is a controlled document

3 o Some (not all) skills listed, not in the matrix, and/or not measurablestatements

o Equipment type/model or control needs improvement2 o Skills listed not in measurable statementso Major gaps

1 o No Skills matrix available

22. FSE training and certification flowcharto Complete flowchart showing timing and location for all training and certification events for all

levels (1, 2, and 3).o It must clearly show for all levels:

o procedures and processo OJTo formal classeso duration.

Scorecard Guide4 o Complete flowchart showing timing and location for all training and

certification events for all levels.3 o Flowchart published, but event and/or level details need improvement2 o Incomplete flowchart - levels, timing or events missingo Major gaps

1 o No flowchart or process published



23. FSE tracking documentso All FSEs have their training and certification documented.o Completion of OJT and classes are dated and signed off.o Process in place to ensure they can demonstrate mastery of these skills and can be completed

within accepted time limits.

Scorecard Guide4 o All FSEs have their training and certification documentedo Both OJT and classes are dated and signed offo Process in place to ensure skill mastery

3 o Documentation in use, but improvement needed. (example: format or content)o Both OJT and classes are dated and signed offo Process in place to ensure skill mastery

2 o Nonstandard and/or not up to dateo Both OJT and classes are dated and signed offo Process in place to ensure skill mastery

1 o no documentationo Both OJT and classes are dated and signed offo Process in place to ensure skill mastery



7. Changes(latest change is listed first)

DATE REVChanged

PAGE CHANGE REASON REQUESTED BY CHANGEDBY

9/1/98 2, 6/22/98 10 Item #4: “benchmark” to average Clarify measurement M. Burhans R. Evans6/22/98

1, 9/2/97 ALL All sections reviewed and revisedItem 10 was divided into 10- Level 1evaluations returned and 11 - Level 1evaluation summaries

To match training requirements andexpectationsnew document REV 2, 6/29/98

TEAM (FET-R. Brown,T. Plett,, P. DahlbergSATS- B. Mueller,TSG-L. Honea)

R. Evans

9/2/97 1 all dates add revision date Team R. Evans9/2/97 1 p13 #13, expanded description clarification S. Farmer R. Evans

8/11/97 1 all Rev 1, with updates Team review and updates Team R. Evans7/25/97 0, 5/5/97 8, 15 add FSE certification documentation section include report on FSE Certification R. Tilton R. Evans7/2/97 0, 5/5/97 6 remove shaded area requires a value R. Sanchez-Star R. Evans7/2/97 0, 5/5/97 6, 11 add columns for Content, Material, Facilities,

and Instructorbetter break out of level 1 scores by area M. Burhans R. Evans

5/5/97 0, 11/24/96 1 Expanded “Procedures” section, add new section“ How to use results”.

Better definition, more usable, and understandable Tim Plett R. Evans

3/10/97 0, 11/24/96 ALL Several changes and additions Better definition, more usable, and understandable TEAM R. Evans

2/26/97 0, 11/24/96 1 added more detail on Overview page More informative TEAM R. Evans" " 3 added more detail on Instructions Clear instructions TEAM R. Evans" " ALL changed 'Training Systems/Customer

Responsiveness' to Training Systems andCustomer Service.

Better title TEAM R. Evans

" " 4 - end Scoring items numbers from 1.1, 2.5 format to1,2,3,.....

easier to reference TEAM R. Evans

" " 5 item 19, from Lead Time to Enter class toStudent Completion

Lead time was covered by #7 - Training Capacity.New item better ties in Performance Objectives toSkills

TEAM R. Evans

" " 6 - end Added definitions for each block and scoringdefinitions

Consistent scoring between CT Owners andclearer definition for both suppliers and Intel.

TEAM R. Evans

11/24/96

0, 11/24/96 ALL FINAL COPY Rev 1 TEAM R. Evans