Quality Management & Organizational Performance

Career Development Presentation November 16, 2005

Quality Management & Organizational Performance

Who are we?

Quality Control Administrator

Quality Management & Organizational Performance Manager

Jane Karkus

Greg Smith

Organizational Performance Administrator

Alex Salguero

Call Center Supervisor

Michael Quirk

Call Center Technician

Pat Jenkins

Call Center Technician

Kell Sims

Quality Management & Organizational Performance

Quality Management Unit
Quality Management & Organizational Performance Manager

Jane Karkus

Quality Control Administrator

Greg Smith

Organizational Performance Administrator

Alex Salguero

Call Center Supervisor

Michael Quirk

Call Center Technician

Pat Jenkins

Call Center Technician

Kell Sims

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

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

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

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

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:
Timely Objectively Appropriate Action Planning

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.

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

Quality Management & Organizational Performance

Quality Management & Organizational Performance

Quality Management & Organizational Performance Manager

Jane Karkus

Quality Control Administrator

Greg Smith

Organizational Performance Administrator

Alex Salguero

Call Center Supervisor

Michael Quirk

Call Center Technician

Pat Jenkins

Call Center Technician

Kell Sims

Quality Management & Organizational Performance

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

Quality Management & Organizational Performance

Quality Management & Organizational Performance

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

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

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

Quality Management & Organizational Performance

Quality Management & Organizational Performance

Quality Management & Organizational Performance

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

Quality Management & Organizational Performance

CSB1 2nd floor

Jane Karkus x67000

Mike Quirk x59133 Call Center x114 or 310-206-0008

Quality Management & Organizational Performance