Implementation: SLA & SOP Processes

Purpose Strategy Foundation We Deliver Competitive Advantage to our Customer's Global Supply Chain

Differentiators Strategy Foundation What makes us Different? Customized Solutions Quantified Value Integration Global Reach Deployment “We deliver competitive advantage to our customer’s global supply chain”

Seeing the “Whole Picture” The “Elephant” Represents the Organization— Its mission, goals, needs, and strategies. How much of the “Elephant” do you Know before creating a solution? Can your solution be as good without seeing the entire “Elephant”? What happens if you move forward with a partial view of the “elephant”? Elephant’s Ass

Seeing the “Whole Picture” The “Elephant” Represents the Organization— Its mission, goals & strategies, problems, and needs. How much of the “Elephant” do you Know before creating a solution? Can your solution be as good without seeing the entire “Elephant”? Probe Goals Problem Needs “SSP” (Pain Points) What happens if you move forward with a partial view of the “elephant”?

Seeing the “Whole Picture” Thinking, Doing, and Being the “Elephant” Intimacy is getting To know the “Whole Elephant”

Customer Expectations Review with Regional VP of Sales & Marketing Documents what the customer expects Customer Expectations Service Level Agreement (SLA) On-going Operation Standard Operating Procedure (SOP) Involve Operations in preparation Documents Customer’s Expectations & is the basis for Implementation Documents the Sold Solution Get Customer Acceptance and Approval Of Solution to be Deployed Implementation Process Measurement & Reporting

SLA vs. SOP What we agree to do How we are to do it SLA (Service Level Agreement) Necessary for business to start Service Expectations Terms Rates KPIs (Key Performance Indicators) Relationship Overview SOP (Standard Operating Procedure) Can only be derived from an SLA Process Description Process Maps Detailed Procedures Communication Rates KPIs

SLA / Goal Alignment Matrix

Customer Expectations Review with Regional VP of Sales & Marketing Documents what the customer expects Customer Expectations Service Level Agreement (SLA) On-going Operation Standard Operating Procedure (SOP) Involve Operations in preparation Documents Customer’s Expectations & is the basis for Implementation Documents the Sold Solution Get Customer Acceptance and Approval Of Solution to be Deployed Implementation Process Measurement & Reporting

Implementation Process Common Problems: Takes Too Long Poorly Executed Too many Ongoing Errors Salesperson closes a deal Customer Requirements Reviewed and Documented Implementation Manager Assigned Implementation Team Formed Solution Validated Service Gaps Identified Implementation Plan Agreed to Implementation Plan Executed Implementation Reviewed with Customer Hand Over to Ongoing Account Management Team Thorough Understanding Of Customer Needs will Eliminate Moving Targets And Continuous Implementation Implementation Managers and Team Members Bring the Right Skills To Get the Job Done Standard Process to Speed Up Implementation Times and Improve Results Customer Reviews to Ensure that We’ve Hit the Mark!

Implementation Process Implementation Team Functional Roles: Project Management Sales Operations Compliance I.T. Training Finance The actual size and makeup of the team will depend on the size and scope of the implementation. Account Management

Implementation Resources

Customer Expectations Review with Regional VP of Sales & Marketing Documents what the customer expects Customer Expectations Service Level Agreement (SLA) On-going Operation Standard Operating Procedure (SOP) Involve Operations in preparation Documents Customer’s Expectations & is the basis for Implementation Documents the Sold Solution Get Customer Acceptance and Approval Of Solution to be Deployed Implementation Process Measurement & Reporting

SOP On-line Click Profile

Click SOP then Click SOP Name SOP On-line

Easy Intranet Access Of All SOP’s Ensures That Accurate Information Is Readily Available

SOP On-line Process Overview for Each Critical Process: -Process Owner -Process Trigger -Process Inputs -Process Outputs

Step by Step Instructions For Each Process SOP On-line

Contact Information for All Key Parties is Readily Available SOP On-line

Escalation Processes Are Built into the SOP To Ensure Rapid Resolution of Problems. SOP On-line

Customer Expectations Review with Regional VP of Sales & Marketing Documents what the customer expects Customer Expectations Service Level Agreement (SLA) On-going Operation Standard Operating Procedure (SOP) Involve Operations in preparation Documents Customer’s Expectations & is the basis for Implementation Documents the Sold Solution Get Customer Acceptance and Approval Of Solution to be Deployed Implementation Process Measurement & Reporting

On-Line SOP Benefits (UTi’s Intranet SOPs Consistent Format & Content SOPs Consistent Format & Content SOPs Consistent Format & Content SOPs Consistent Format & Content SOPs Consistent Format & Content Distribution to all parties SOPs Revisions made quickly & easily managed Easy access to SOPs for all parties Inzalo (Intranet)

Customer Expectations Measurement & Reporting Identifies opportunities for improvement & objective goal attainment Customer Expectations Thorough understanding of customer expectations Service Level Agreement (SLA) Creates a Service Level Agreement that ensures we have a proper solution Implementation Process Drives the implementation team to implement the solution Standard Operating Procedure (SOP) Leads to creating & posting of an operating procedure On-going Operation Permits consistent global service

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