1. Quarterly Business Review – SAMPLE DATA
First Quarter 2011
May 10, 2011
VENDOR NAME / LOGO

2. Attendees First Quarter 2011 Quarterly Review and Scorecard Meeting
May 10, 2011, 9am EDT
Dial In: , (PC) XXXXXX (HC) - XXXX
Prudential Attendees
Vendor Attendees
Data used in this document is for demonstration only.

3. Data used in this document is for demonstration only.
Agenda
Topic
Page
Executive Summary 4
Vendor Company Overview 5
Quarterly Performance 6
Functional KPI Highlights - Example
7-8
Capacity and Staffing 9
Site Comparison 10
Prudential Evaluation of Vendor
11-13
Vendor Evaluation of Prudential
14-15
Recognition 16
Prudential / Vendor Upcoming Initiatives
17-18
Appendix A – Sample Organizational Charts
19-21
Appendix B – Sample Historical KPI Performance
22-23
Data used in this document is for demonstration only.

4. Data used in this document is for demonstration only.
Executive Summary
Performance Overview
Complete a high-level performance overview.
This overview completed by Provider Governance.
Key Activities
Insert Key Activities
Data used in this document is for demonstration only.

5. Vendor Corporate Update
Provided by vendor
Data used in this document is for demonstration only.

6. SAMPLE Measurement of Call Center Service Metrics 1st Quarter 2011
KPI
Goal
Current Quarter
Prior Quarter Result
Result
Rating
Weight
Score
Quality - Accuracy
1 = <89%
2 = 89% - 91%
3 = 92%
4 = 93% - 99%
5 = 100%
92% 3
40%
1.2
3/ 92%
Customer Satisfaction
(Dissatisfied)
1 = > 22%
2= 16% - 21%
3= 11% - 15%
4= 6% - 10%
5= < 5%
10% 4
15%
0.60
3/ 11%
AHT
1 = > 8:08
2= 7:53 – 8:07
3= 7:25 – 7:39
4= 7:10 – 7:24
5= < 7:09
7:35
0.45
2 / 7:55
CSP Turnover
1 = Greater than 4% / month
3 = 3% - 4% /month
5 = Less than 3% / month
3.6%
3 / 3.1%
Absenteeism
1 = Greater than 7% / month
3 = 6% - 7% / month
5 = Less than 6% / month
4.8% 5
0.75
5 / 3.2%
Total Rating
3.5
3.2
KPIs that are not meeting the goal will be in red.
Data used in this document is for demonstration only.

7. Functional KPI and Service Highlights – Function
(One page / function)
Performance Overview: The function is meeting expectations overall.
Quality
The function met or exceeded the overall quality goal each month in the first quarter for all buckets
The quarterly results were: Accuracy – 94%, Call Flow - 96%, Customer Service Skills – 100%
AHT
First quarter result for the function was 5:32 compared to a goal of 6:15
Vendor AHT was approximately 48 seconds less than their counterparts at Prudential for Peer Group B associates
A similar slide would be completed for every functional area at the vendor.
Staffing
The function had no attrition in the first quarter.
Average tenure of the associates in the function was 32 months or a little over 2.5 years
The function met the absenteeism goal of 4%. January ended at 4% ; February at 3% and March at 4.5%
Data used in this document is for demonstration only.
Action Needed
Monitoring
Meeting

8. Data used in this document is for demonstration only.
SAMPLE ACTION PLAN (Used if any KPIS on previous slide are not meeting goal)
Improvement Plans:
Vendor to provide action plans with target results / dates
These slides will be used to detail the action plans for any KPIs that are not meeting the goal.
Projected Results Next Quarter:
April – 50 seconds variance to Goal
May – 40 seconds variance to Goal
June – 35 seconds variance to Goal
Data used in this document is for demonstration only.

9. Overall Capacity and Staffing
Third Quarter Staffing
Month
Required Staff
Actual Projected
Difference
January 2011
February
March
April
May
June
July
August
September
October
November
December
January 2012
TBD
Capacity Commentary
Bullets around capacity
Vendor will complete this slide
Data used in this document is for demonstration only.

10. Prudential’s Evaluation of Vendor Relationship Management
Technology
Prudential’s evaluation of the vendor technology performance
These bullets are quick hits, but during the review – be prepared to discuss them in more detail.
These should reflect key / major items in the quarter, unless there were no issues.
The colors of the evaluation categories are meant to be a dashboard – green, red, yellow.
Prudential’s evaluation of the vendor relationship management performance
Relationship Management
Data used in this document is for demonstration only.
Action Needed
Monitoring
Meeting

11. Prudential’s Evaluation of Vendor Operational Leadership 1
Prudential’s evaluation of vendor’s Operational Leadership
1 Operational Leadership includes Quality and Work Force Management
Data used in this document is for demonstration only.
Action Needed
Monitoring
Meeting

12. Prudential’s Evaluation of Vendor Control Consciousness
Training
Control Consciousness
Innovation – Ideas applied successfully in practice – transitioned into something useful
Innovation may be linked to positive changes in efficiency, productivity, quality, competitive positioning, market share, etc
Innovation – incremental, emergent or radical changes in thinking, products, processes or organizations
This category of innovation won’t be considered not met if vendors bring solid, well-thought out ideas, that can’t be implemented right away.
Innovation1
This category will track the vendor’s presentation of innovation ideas and suggestions that lead to increases in efficiency and/or quality or a better customer / producer experience.
Examples could include:
Process Change suggestions / ideas
Best practices learned through industry knowledge
1 Innovation is a new category and will not be rated for 2011, but will be included in the review.
Data used in this document is for demonstration only.
Action Needed
Monitoring
Meeting

13. Vendor Evaluation of Prudential Relationship Management
Technology1
See previous slide.
Relationship Management
1 See slide at end of Subjective Reviews for a list of Sev 1 and 2 issues reported in the first quarter.
Data used in this document is for demonstration only.
Action Needed
Monitoring
Meeting

14. Vendor Evaluation of Prudential
Operational Support1
See previous slide.
Training
Data used in this document is for demonstration only.
Action Needed
Monitoring
Meeting

15. Data used in this document is for demonstration only.
Recognition
Recognition is reserved for those going above and beyond the BAU role.
Submitted by both Vendor and Prudential.
Data used in this document is for demonstration only.

16. Prudential Upcoming Initiatives / Projects
High level bullets
Initiative
Initiative
These are high level initiatives / projects / or other activities that the two businesses share with each other as it impacts the relationship.
Examples could include:
Major initiatives to change the process.
Technology initiatives
Contract updates needed or upcoming.
Other….
Initiative
Data used in this document is for demonstration only.

17. Vendor Upcoming Initiatives / Projects
These are high level initiatives / projects / or other activities that the two businesses share with each other as it impacts the relationship.
Examples could include:
Major initiatives to change the process.
Technology initiatives
Contract updates needed or upcoming.
Other….
Initiative
Data used in this document is for demonstration only.

18. Appendix A Organizational Charts
Vendor Corporate Organization Chart
Vendor Prudential Account Organization Chart
Prudential Corporate Organization Chart
Prudential ILI Organization Chart – Vendor Relationship
As we get to the appendices – we only review the org chart(s) if there are substantial changes that would impact the relationship. However, they are included in the review for reference purposes.
(In an actual QBR- the vendor’s org charts would also be included.)
We also included the historical KPI performance for reference as well.
Include copies of all appropriate organizational charts
Data used in this document is for demonstration only.

19. Appendix B – Sample of Historical KPI Performance
Include all a graph for all KPI measurements.
Data used in this document is for demonstration only.

20. Appendix B – Sample of Historical KPI Performance
Data used in this document is for demonstration only.