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. There are key elements to be included in every Supplier presentation: 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. 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. Suppliers are required to report on products that are deployed in two NSPRC Member networks 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 Review other items of interest.

Example NSPRC Presentation

AGENDA 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

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. Agenda

Action Register Items Action Item Number Description Previous Status Updated status Agenda

Description of hot issue Hot Issues Description of hot issue Reference material such as Call Report numbers, Engineering complaints, etc. Resolution or plan to move forward Agenda

TL9000 Metric Assessment TL9000 RESULTS Agenda

TL9000 Summary – (PR Metrics)

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

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 Summary

Additional Noteworthy Items Agenda