1. Quality Management & Organizational Performance Career Development Presentation November 16, 2005

2. Quality Management & Organizational Performance Who are we?

3. Quality Management & Organizational Performance Quality Management Unit

4. Quality Management & Organizational Performance What is ISO 9000? Series of International business standards developed by the International Organization for Standardization (ISO) Foundation for implementing a quality management system Utilized within service oriented organizations: To achieve and maintain standards of quality Framework to guide toward improved performance and customer satisfaction

5. Quality Management & Organizational Performance ISO quality program responsibilities Create and track documentation of business procedures Management and quality control of ISO documentation Conduct monthly audits

6. Quality Management & Organizational Performance Customer Satisfaction Survey Responsibilities Development of survey content Administration of survey instruments Data collection and filtration Analysis of survey data Action planning

7. Quality Management & Organizational Performance Responsibilities Service Level Agreements: Identification of scope of services and customer expectations Design of formal agreement Ensuring scope of agreement is formalized Annual Review Performance Metrics Collection of individual unit business metrics to be reported to B&AS Division Computation of single departmental scores for specific metrics Recommendation of future goals

8. Quality Management & Organizational Performance Challenges Changes within Quality Management processes/procedures Reinforcement of set Quality Management processes/procedures Ensuring effective administration of customer satisfaction surveys: TimelyObjectively Appropriate Action Planning

9. Quality Management & Organizational Performance Recent Accomplishments Design and Administration of 2 additional customer satisfaction surveys We now support/coordinate approximately 20 surveys for CTS Re-certification of ISO system for next 3 years Re-design of Infrastructure Environmental Services ISO documentation and system 3 recently completed SLAs 11 are currently in place, with plans to develop approximately 9 more.

10. Quality Management & Organizational Performance Current Projects Development of approximately 9 additional SLAs ISO implementation for 2 new operational business groups Cable Infrastructure Management (CIM) Service Activation Center (SAC ) Customer Satisfaction Survey Development for 2 new areas Voice Network Operations Call Center

11. Quality Management & Organizational Performance

13. Responsibilities: Traditional Voice VoIP 800 Mhz Spectralink Cable TV Circuits Managed IT Services (Coming Soon!)

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15. Ensure that CTS is providing the highest possible level of customer service Productivity Metrics Maintain and manage database to readily and easily pull productivity metrics Single Tracking Mechanism

16. Quality Management & Organizational Performance Challenges: New technology Working to expand our role from Repair Desk to Call Center Prioritizing multiple urgent requests Training on new areas of responsibility

17. Quality Management & Organizational Performance Current Projects: Expansion to answering “rollover” calls for MITS helpdesk Refining troubleshooting procedures for new products such as VoIP Transitioning from paper Trouble Tickets to the COMIT Trouble Ticket module

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21. Looking to the future: Expansion of Call Center to other areas of CTS that deal directly with customers Further customize COMIT Trouble Ticket interface to the specifications required by additional groups that will be utilizing it. Live assistance 24/7/365 Outsource technology answering service for after-hours assistance

22. Quality Management & Organizational Performance CSB1 2 nd floor Jane Karkus – x67000 Mike Quirk – x59133 Call Center – x114 or 310-206-0008

23. Quality Management & Organizational Performance