1. Project Proposal February, 2012 KRYTERION

2. Background Kryterion provides world class online Proctoring services through its proprietary software: – WebAssessor Test Delivery System (TDS) – Sentential desktop software – OLP Online Proctoring software Kryterion intends to expand its markets to include additional clients that use 3 rd party TDS software Expanding these markets will result in significant changes and demands to the Proctoring center: – Increase in volume of Test Takers – Different levels of Proctoring demanded by new clients – Test Takers in different locations, using different equipment – Proctors remote to the Proctoring center – Etc. New Software: – To support these needs Kryterion is working on a new version of its software to accommodate 3 rd party TDS software and to support the anticipated needs of the Proctoring center. – PDS has been assisting Kryterion in this effort by providing technical resources (staff augmentation) Kryterion’s Expanding Business Will Bring New Challenges To The Management And Delivery Of Proctoring Services

3. OLP Center Needs To meet the company’s demands, the Online Proctoring Center (OLP) will have significant changes in technology, personnel and processes New and/or improved processes: —To support remote staff —To handle increased volume —To work with 3 rd party TDS software Cost Reduction: —Constant pressure to reduce operating cost —Process efficiencies —Defect elimination Information needs: —Identify, capture and report on the right performance metrics —To proactively manage function —Consistent with system/reporting capability

4. Proposal / Approach Small Process Improvement Project: – ~ 3 months – Small OLP team – Julie lead – Jim Anderson guide, train & facilitate Objective:  Introduce PI tools/concepts to OLP  ID & implement improvement opportunity(ies)  Positive ROI - 10-20% improvement (cost reduction) in select area  Link to system requirements (right metrics to track & trend performance, ID, diagnose and correct performance problems, and to establish performance goals and assign accountability for achieving those goals) Process Improvement Call Center System New OLP System Improved Processes Basic Process Improvement Knowledge Metrics Intro to Call Ctr Mgt. e.g. Avg. Speed Ans. (ASA), First Cont. Res. (FSR) e.g. Pre-Launch problems, Technician Best Practices

5. Examples of Tools Project Charter Primary Metric Chart SIPOC Pareto Chart Cause & Effect Diagram Identify, scope, describe, measure and value project. How to measure the primary metric for a project – indicting UCL & LCL. Process scoping – identification of Suppliers, Inputs, Process, Outputs & Customers. Tool to help think through the causes and effects on the process. Identification of “critical few” root- causes to improve process. Through this project I would provide light training and application of select Lean Six Sigma tools to improve the process. Examples of the tools that may be appropriate for this project are listed below. Actual tools used will vary based on specific project needs.

6. Cost/Benefit Breakeven Year 1, Significant ROI Going Forward

7. Next Steps Approve Proposal – Either contact Rebecca at (814) 574-5732 – Or Jim Anderson at (973) 809-3245 Review & refine with OLP Management Launch Project with OLP