ABP Club Meeting Presentation Presented by: Alan Morgan 2008.02.27 Technical Committee ABP Club Meeting Presentation Presented by: Alan Morgan 2008.02.27

Content Terms of Reference The position today The Team Operating model Success Looks Like Question & Answer session

Terms of Reference The Technical Committee The Role Enhancement of Audatex product portfolio profile Remove ambiguity where identified and possible Identify enhancements beneficial to the industry Deliver efficiency improvements Identify and address errors and omissions The Role To influence Audatex in the development and validation of Audatex suite of products, along with determining operational system enhancements, whilst ensuring the application of products and data is transparent and equitable for all customer communities.

Optimum industry knowledge Technical & experts product knowledge The Team Structure Repairer Community Insurer Community Audatex Leaders Independent Experts Skills & Competencies Optimum industry knowledge Technical & experts product knowledge Your Voice your Representation Engaged, Transparent & Accountable

The Position Today Reviewing the operating model Challenge Realignment of the Team Setting the expectation

Operating Model Team structure & foundation Accountabilities Governance Reporting lines to Advisory Board Customer communities & user focus Service Desk operating process review Service Standards Work flow controls & prioritisation Performance indicators Solutions tracking Escalation process Managing expectation Solutions focus “can do” culture but realistic Timescales Effective Communications

Success Looks Like Robust customer interaction framework “Can do” working together culture Effective operating model Escalation process Transparent Delivering solutions Work in progress publication Customer satisfaction index - tracking

Thank you ABP club Question & Answer Session And Finally Thank you ABP club Question & Answer Session