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ICL Pathway ICL Pathway Customer Service Problem Management Ref: CS/PRD/021
Process
Version: 3.0
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Document Title:
Document Type:
Release:
Abstract:
Document Status:
Author & Dept:
Contributors:
Reviewed By:
Comments By:
Comments To:
Distribution:
ICL Pathway Customer Service Problem Management Process
Process Definition
N/A
This document defines the ICL Pathway Customer Service
Problem Management Process.
APPROVED
Evandro Manolas - ICL Pathway CS Business Effectiveness
Team
Paul Curley, Bob Davis, Alex Nicholson
Evandro Manolas
ICL Pathway Library
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ICL Pathway ICL Pathway Customer Service Problem Management Ref: CS/PRD/021
Process
Version: 3.0
COMPANY IN CONFIDENCE Date: 13/11/00
0.0 Document Control
0.1 Document History
Version No. [Date Reason for Issue Associated
(CP/PinICL No.
1.0 (05/11/97 ICL Pathway Problem Management
Process
1.4 16/04/98 [Update
4.2 25/05/98 [Update
1.3 19/07/98 [Update
1.4 (03/12/98 (Update
41.5 (02/04/99 (Update
1.6 29/07/99 Updated following internal review and
comments
2.0 26/08/99 ‘Stored in PVCS as “Version Complete”
2.1 15/05/00 Updated following a review of the CS
Problem Management Operation
13.0 13/11/00 Updated with comments from version
2.1, and developed for approval.
0.2 Approval Authorities
Name Position Signature Date
Martin Riddell
0.3 Associated Documents
Reference I Version I Date Title Source
1. ICS/IFS/008 0.3 (04/09/00 ICL Pathway / POCL ICL Pathway
Interface Agreement for the
Problem Management
Interface
2. ICS/PRD/O74 I1.0 13/11/00 {ICL Pathway Incident ICL Pathway
Management Process
3. ICS/PRO/110 2.0 13/11/00 [ICL Pathway Problem ICL Pathway
Management Database
Procedures
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4. IPA/PRO/001 {7.0 (07/04/00 \Change Control Process ICL Pathway
0.4 Abbreviations/Definitions
(Abbreviation Definition
ATP ‘Authorised Temporary Procedure
ICP (Change Proposal
ICS ICL Pathway Customer Service
IDM ICL Pathway CS Duty Manager
IHSH [Horizon Systems Helpdesk
ICL PW ICL Pathway
ICL PW PM ICL Pathway CS Problem Manager
PIR IPost Implementation Review
IPM ICL Pathway Problem Manager
IPON Post Office Networks (formerly known as POCL)
IPON BSM PM IPON Business Service Management Problem Manager
IRO Resolution Owner
TP [Temporary Procedure
0.5 Changes in this Version
Version Changes
2.1 [The document has been revised to take account of latest
development in Problem Management thinking and also to fit in with)
latest process and policy developments.
13.0 Revision of the Process following comments to version 2.1 and of the}
Problem Management Role.
0.6 Changes Expected
(Changes
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0.7 Table of Contents
1 INTRODUCTION 6
2 SCOPE 6
21 Objective of Problem Management 6
2.2 Process Definition 7
3 DEPLOYED PROCESS 8
4 ROLES WITHIN THE PROBLEM MANAGEMENT PROCESS 9
41 Problem Originator 9
42 Problem Manager 9
4.3 Resolution Owner/Team 10
5 PROBLEM MANAGEMENT PROCESS 11
5.1 Problem Notification iu
S11 Assign Problem Manager i
5.1.2 Provide details of the Problem 1
5.2 Problem Analysis 12
5.2.1 Log Problem 13
5.2.2 Analyse Problem 13
5.2.3 Assess Impact 13
5.2.4 Prioritise 13
5.3 Problem Action 14
5.3.1 Assign Resolution Owner 15
53.2 Agree Action and Update plan 15
533 Requirement for a Temporary Procedure 15
5.4 Problem Resolution 16
541 Identify Root Cause 7
5.4.2 Develop permanent solution 17
5.43 Agree solution 17
3.4.4 Implement solution 17
5.5 Problem Monitoring 18
5.5.1 Monitor Solution Implementation 18
5.5.2 Solution Implemented 18
5.6 Problem Closure 19
5.6.1 Requirement for a PIR 19
5.6.2 Close Problem 20
5.7 (Authorised ) Temporary Procedure 21
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5.7.1 Temporary Procedure Development 22
5.7.2 Until Problem resolved 22
5.7.3 Withdrawal of the Temporary Procedure 22
5.8 Escalation 23
5.8.1 Decision to escalate 23
5.8.2 Escalate 23
5.8.3 Manage Escalated Problem 23
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ICL Pathway ICL Pathway Customer Service Problem Management Ref: CS/PRD/021
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Version: 3.0
COMPANY IN CONFIDENCE Date: 13/11/00
1
2.1
Introduction
Not all incidents that arise at the helpdesk can easily be resolved using the
incident management process [Ref.2]. Some incidents have a wide impact,
some may be difficult and time consuming to resolve, whilst others may arise
as a result of a single underlying issue. Therefore, some incidents may
require referral into ICL Pathway Customer Service, as well as being passed
through their regular incident management support routes, to aid resolution.
A key element for success in the resolution of incidents that are referred to
ICL Pathway CS is an effective Problem Management process.
Scope
This document details the ICL Pathway CS Problem Management process.
The process begins from the point that a problem has been identified. The
process has been broken up into the major Problem Management elements
as reflected within the “Deployed Process” in Section 3.
It is important to note at this stage that, where required, each element also
distinguishes between the management of a problem that requires input from
the PON Problem Management team (Cross-Domain problems), and those
that are resolved solely as ICL Pathway problems.
Objective of Problem Management
“To identify the root cause of incidents and thus prevent the recurrence of
incidents stemming from a single source.”
- Reference: CCTA, IT Infrastructure Library - Problem Management.
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2.2 Process Definition
The diagram below highlights the feeds in and out of the problem
management process, and the resources required for the process to run.
Each of the suppliers is able to identify problems that link in to the ICL
Pathway CS Problem Management process. The customers are those who
potentially benefit from the resolution of a problem.
SUPPLIERS CUSTOMERS
- Horizon System INPUTS OUTPUTS
Helpdesk ToL Pam
Identified athway Resolved
- ICL Pathway Problem >) CS Problem > problem -POCL
Customer Service Management
Process ~ICL Pathway
- POCL BSM
PEOPLE RESOURCES = PHYSICAL RESOURCES I -!ICL Pathway
- Operational Service suppliers
Review Forums - CS Service Managers - Problem Management
- CS Duty Manager Database
- MSU reports - CS Problem Administrator
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3 Deployed Process
Identification Notification Analysis Action Resolution Monitor Closure
(Duty Manager) (Problem Manager) (Problem Manager) (Problem Manager) (Problem Manager) (Problem Manager)
provide Pm with I all Log probiem on Setup resolution Identity Monitor solution
details of problem] SgfProblem Database team root cause implementation
Identified
problem
Assign Problem
Manager
Ensure
permanent
solution
developed
Analyse/define
problem
Agree action &
update plan
Assess impact of
problem Agree solution
Decision to
escalate
Escalation
(Problem Manager)
ge escalatedI
problem
Implement
Prioritise problemI
solution
Until solution
implemented
Close problem
. I =
Ensure a TP is
developed and
implemented
Temporary Procedure
Problem Manager)
/—>
Until problem
resolved
Ensure TP is
withdrawn
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4 Roles within the Problem Management Process
4.1 Problem Originator
The person who raises the problem and notifies the Service Management
team within the parent organisation of the problem.
4.2 Problem Manager
The Problem Manager is the person within the Service Management
organisation with responsibility for managing a problem through to resolution.
The Problem Manager will apply Project Management principles to progress
the problem to resolution. This includes:
- Constructing a plan (including key target dates),
- Securing appropriate resource and commitment,
- Monitoring.
The duties of the Problem Manager include:
Stage 1
INITIAL le Logging the problem onto the Problem Managemen
ACTIONS database.
le Define problem
e Initial impact assessment and prioritisation
le Establishment of initial closure criteria
Stage 2
ONGOING le Problem Control
ACTION - Temporary procedure management
- Escalation
- Inform and communication (cross-domain?)
le Keep record on Problem Management database updated
Stage 3
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INITIATE le Set up Resolution team
PROBLEM le Agree an action plan and update plan
IRESOLUTION .
Determine root cause of problem
le Design solution (proposed deliverable(s) including
implementation plans)
le Agree solution
Stage 4
IMPLEMENT le Manage implementation of the solution
SOLUTION .
- Manage action plan
- Management of change
- Monitor progress
Stage 5
CLOSURE ie Problem closure
- Closure acceptance
- Post Implementation Review
The Problem Manager is the only formal communication channel between the
Service Management teams of ICL Pathway and PON.
4.3 Resolution Owner/Team
The Resolution Owner/Team is the authority assigned to resolve a particular
problem and is responsible for developing a permanent solution.
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5 Problem Management Process
The process followed by the Problem Manager to ensure the resolution of a
problem depends upon whether the problem is internal to ICL Pathway, or a
cross-domain problem that requires managing with a PON BSM Problem
Manager.
5.1 Problem Notification
NOTIFICATION
(Duty Manager)
A3 A4
A2 Problem Determine CS
CS identified Identified unit to manage
problem? outside of problem
CS depart. DM. A
P (OM) Assign
v Problem
AS vy A7 Manager
Problem Determine CS Assign Problem to}
Identified unit to manage Py Problem ManagerI
within problem within unit
CS depart. [Originator] [DM/Originator]
A&
Provide PM with
details of problem!
[DM/Originator]
Provide
details of
a9 Problem
Problem Analysis
(Section 5.2)
5.1.1 Assign Problem Manager
There are two routes to log a assign a Problem Manager to a Problem. If a
problem is identified within the CS department, the problem originator assigns
the Problem to the Problem Manager best placed to manage it. If a problem
originates outside of the CS department it is routed to the CS Duty Manager
first. The Duty Manager (DM) then assigns the Problem to the Problem
Manager best placed to manage it.
5.1.2 Provide details of the Problem
The DM or the CS problem originator provides the assigned Problem
Manager with all the available details of the Problem.
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5.2 Problem Analysis
ANALYSIS
(Problem Manager)
Bt B2
Log problem on
Problem the Problem
Notification Database Log
[PM] problem
B3
Contact problem
originator
[PM]
B4
Define problem
[PM] Analyse
Problem
Be Inform
B7 originator of II Yes BS
END existing problem Does problem
& update d’base ready exis
[PM]
BS
Assess impact of
problem
[PM]
Assess
Impact
B10 Keep
Komain(s) updated
of problem until
problem closed
[PM]
B13 Define B12
closure criteria Determine the
and record [4 priority of the
on the d'base problem
IPM) IPM)
Prioritise
B14
Problem Action
(Section 5.2)
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5.2.1
5.2.2
5.2.3
5.2.4
Log Problem
All the details of the problems, along with any action taken to date, must be
logged on the database [Ref.3]. This includes cross referencing the problem
to any existing incident numbers or linked PinICL numbers, and also the PON
problem number if the problem is a cross-domain problem (see Section 5.3).
Analyse Problem
The Problem Manager contacts the originator of the problem in order to
understand, if necessary, the problem more fully. It also allows the originator
to know who the Problem Manager is and be informed of the Problem
Reference number. The Problem Manager is then in a position to define the
problem. If the problem already exists, the originator is notified of the Problem
Manager dealing with the existing problem.
Assess Impact
If the problem doesn’t already exist, the Problem Manager assesses the
impact of the problem. This allows the problem Manager to decide who is
impacted by the problem so that they can be informed and kept updated.
Prioritise
Having assessed the impact of the Problem the Problem Manager assigns a
priority to the problem. The priority defines how urgent the problem is.
The Problem Manager also determines the closure criteria for the problem,
i.e. the conditions under which the problem can be closed. This is also
captured on the database.
lf required, the Problem Manager can inform the HSH to set up a Master
Incident to capture incidents arising as a result of the problem. The priority of
the problem could subsequently increase (or be lowered) if the volumes of
incidents arising changes dramatically.
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5.3. Problem Action
ACTION
(Problem Manager)
ct
Analysed
problem
Yes
Internal Problem
Cross-Domain Problem
co 3. Contact
Confirm / the PON
agree resolution }@— BSM Problem
owner Mgt team
[PM] [PM]
ca
‘Agree problem
priority with
PON PM
PM A
feu Assign
v resolution
Gs Agree owner
responsibility
for resolution
with PON PM
[PM]
ce Agree
closure criteria 8
UL update schedule
with PON PM
{PM}
cio Agree c7 Agree
plan of action & closure criteria a] I Agree
update plan with update schedule} I action and
resolution owner with PON PM update plan
IPM] IPM]
Requirement for
a Temporary
Procedure
c13 Ic12 c14
Problem js Temporray
Resolution Ensure a us 's rocedure proces:
(Section 5.4) evelope (Section 5.7)
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5.3.1
5.3.2
5.3.3
Assign Resolution Owner
At this stage the Problem Manager must decide whether or not the Problem
impacts the Post Office Network (PON), i.e. a cross-domain problem.
If the problem is internal to ICL Pathway (or is a cross-domain problem for
which ICL Pathway has resolution responsibility), the Problem Manager
determines and agrees which unit is responsible for problem resolution. In
many cases, via the Incident Management process [Ref.2], the problem will
already be assigned to a unit for resolution. The Problem Manager therefore
confirms problem resolution ownership with the unit.
If the problem is identified as cross-domain the PON BSM Problem
Management team is contacted [Ref.1]. Once a PON BSM Problem Manager
has been established the Problem Managers from ICL Pathway and PON
agree the priority of the problem, and also decide which organisation is
responsible for the resolution of the problem.
Agree Action and Update plan
A plan of action (including target dates) and an update schedule is then
agreed with the Resolution Owner. The Problem Manager is then in a position
to monitor the resolution progress and take action should any delays occur.
If the Problem is cross-domain, then having agreed which organisation is
responsible for the resolution of the problem, the Problem Managers agree
the closure criteria, i.e. the conditions under which the problem can be
closed, and also an update schedule to keep each other informed of
progress.
Requirement for a Temporary Procedure
Whether the problem is cross-domain or internal to ICL Pathway, the Problem
Manager decides if a temporary procedure (TP) is required to address
incidents arising as a result of the problem whilst a permanent solution to the
problem is being developed. If a TP is required, see Section 5.7.
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5.4 Problem Resolution
RESOLUTION
(Problem Manager)
D1 D2
Actioned Resolution by
problem PON?
ICL Pathway responsible for resolutio PON responsible for resolutio:
v Identify
root
ps cause
Determine root
cause of problem
[PM]
D4 Ensure a 14
permament Develop a
solutionis }€——{ ¢ ) permanent
developed solution
IPM] [PON BSM PM]
DS ID15 Develop
propoeed proposed permanent
solution solution solution
developed developed
Dé p16
‘Agree proposed
‘Agree solution solution with ICL
IPM] PWPM
[PON BSM PM]
No o7 DI7 No Agree
Agree? Agree? solution
D9
‘Agree proposed Yes
solution with
PON BSM PM
[PM]
ad
p12 Dis
Change Implement
‘Agree? Manageme solution
(PAIPRO/001) [PON]
Implement
solution
p13 D19
Ensure
Monitor
implementation Problem
of solution section 5)
[PM] (Section 5.
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5.4.1
5.4.2
5.4.3
5.4.4
Identify Root Cause
If ICL Pathway is responsible for the resolution of the Problem, whether or not
it is an internal problem or a cross-domain problem, the root cause of the
problem must be determined before any feasible solution can be developed.
Develop permanent solution
Having identified the root cause of the problem the Problem Manager ensures
that the resolution owner develops and proposes a permanent solution to the
problem, all the while keeping the Problem Manager updated with progress.
If responsibility for resolution lies within PON, the PON BSM Problem
Manager ensures that a proposed solution is developed.
Agree solution
lf ICL Pathway is responsible for resolution, the Problem Manager agrees the
proposed solution with the resolution owner. If the problem is cross-domain,
the Problem Manager must also agree the solution with PON BSM Problem
Manager.
lf POCL are responsible for the resolution of the problem, after having
developed a proposed solution, the PON BSM PM will agree the solution with
the ICL Pathway CS PM.
Implement solution
If ICL Pathway is responsible for the resolution, then after having agreed the
proposed solution, the Problem Manager ensures the process for
implementing the change is initiated. In many cases, this requires the
initiation of the formal Change Management process [Ref.4].
If PON is responsible for resolution, then once the solution has been agreed
with the ICL Pathway Problem Manager, the PON BSM Problem Manager
ensures that the solution is implemented.
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5.5 Problem Monitoring
MONITORING
(Problem Manager)
E1 E2
Problem Montior Monitor
being implementation solution
of solution i i
resolved [PM] implementation
E3
Until solution
implemented
Section
5.4
E4 Solution
Problem Implemented
resolved?
Problem
Closure
(Section 5.6)
5.5.1 Monitor Solution Implementation
The Problem Manager monitors the resolution and implementation of the
problem to ensure constant progress against deadlines. If deadlines are not
being met, or progress is slow, then if necessary, the Problem Manager can
escalate (see Section 5.8) the problem to ensure continuous progress against
requirements.
5.5.2 Solution Implemented
Once the solution has been implemented, the Problem Manager determines
whether the problem has been resolved. If not, then action must be taken to
understand why the problem still remains and to ensure that a solution is
developed that resolves the problem. Again, escalation may be used to
ensure that resources are available to develop a solution to meet target
deadlines.
If the problem has been resolved, the Problem Manager can move on to
closing the problem.
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5.6 Problem Closure
CLOSURE
(Problem Manager)
FA F3
Problem Carry out PIR
Monitoring [PM]
Requirement
fora PIR
F4
Until PIR
completed
Agree closure I Yes FS
with PON ‘Cross-domain
BSM PM problem?
[PM]
F7
Ly Close problem Close
[PM] problem
F8
END
5.6.1 Requirement for a PIR
Before the Problem is formally closed the Problem Manager decides if a Post
Implementation Review (PIR) is required. In the case of a Cross-Domain
Problem, either organisational Problem Manager can request a PIR. A PIR
should take place if the Problem Manager was unhappy with the way that the
problem was resolved. The Review should include all the main players within
the resolution of the problem with a view to running through the problem and
determining which parts of the process could have been implemented more
efficiently. The end result is to initiate improvement actions to ensure that the
process is operated as it should be or ultimately improved. The PIR is
presided over by the Problem Manager who requested it.
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5.6.2 Close Problem
If a PIR is has been carried out, this should be used as the authority to close
the problem. The problem is closed after all actions arising from the PIR have
been completed.
If the problem was cross-domain, it can not be closed until agreed with the
PON BSM Problem Manager. If agreement is required from the PON BSM
Problem Manager, evidence of their agreement to close is required, i.e. letter,
email, fax etc.
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5.7 (Authorised ) Temporary Procedure
(AUTHORISED) TEMPORARY PROCEDURE
(Problem Manager)
Gt
Yes
Requirement
fora TP
No
Development of a TP Development of an ATP
G10
‘TP already in TP already in
place? place?
G12
Ensure ‘Agree who will
development develop ATP with
of TP PON BSM PM
[PM] IPM]
6 "ensure TP
Until TP development of development
proposed ATP.
(PM)
No ¥
G17
Until ATP.
meat d by Until ATP.
cord and sis sis
‘Agree ATP ‘Agree ATP
jister TP
ee with PON?,
Go 1G20 G19
Ensure TP is Ensure ATP is Record and
implemented implemented register ATP
[PM] [PM] [PM]
21 Until Until
Pat problem
implemented, resolved
G22
Withdrawal
<= , “
[PM]
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5.7.1
5.7.2
5.7.3
Temporary Procedure Development
If a Temporary Procedure (TP) is already in place then the Problem Manager
determines whether or not the TP meets current requirements. In the case of
cross-domain problems, the Problem Manager agrees with the PON BSM
Problem if the existing Temporary Procedure meets requirements.
Note: Cross-domain temporary procedures are agreed between the Problem
Managers of both organisations. Once agreed, the TP is known as an
Authorised Temporary Procedure (ATP).
If an existing TP meets current requirements then no further action is taken
until the TP is withdrawn.
If an existing TP does not meet current requirements, or no TP is yet in place,
the Problem Manager ensures that a TP is developed, recorded and
registered, and finally implemented. Development of the Temporary
Procedure must include an implementation and withdrawal plan.
If a cross-domain problem requires an ATP to be developed, the Problem
Managers agree which organisation is responsible for developing the ATP.
The Problem Manager of the organisation responsible for the development of
the ATP ensures that an ATP is developed. This is then agreed with their
counterpart, recorded and registered, and implemented.
Until Problem resolved
The (A)TP remains in place until a permanent solution has been developed
and implemented. During this time, the Problem Manager(s) regularly review
and monitor the (A)TP to ensure that it is working as it should.
Withdrawal of the Temporary Procedure
Once a permanent solution to the problem has been developed and
implemented, the temporary procedure is withdrawn. This must be carried out
in a co-ordinated manner alongside the implementation of the permanent
solution.
© 2000 ICL Pathway Limited COMPANY IN CONFIDENCE Page: 22 of 1
Last Printed: 01/09/00 09:50
FUJ00079853
FUJ00079853
ICL Pathway ICL Pathway Customer Service Problem Management Ref: CS/PRD/021
Process
Version: 3.0
COMPANY IN CONFIDENCE Date: 13/11/00
5.8
5.8.1
5.8.2
5.8.3
Escalation
Decision to escalate
During the life of a problem, the Problem Manager constantly monitors the
progress of the problem resolution to ensure that everything is on track and
that target deadlines are being met. At any point during the Problem
Management process the Problem Manager can escalate the problem.
The process of escalation is intended to bring increasing levels of
management attention and/or expertise to bear upon the resolution of a
Problem. Escalation should be considered to be an exceptional resort.
Escalation to a higher level will normally occur either:
e When an issue is causing increased concern through time delay and
consequent impact, or
« When it has not been possible to reach agreement on some aspect of the
definition or management of the issue.
Escalate
The Problem Manager escalates the problem to the next level of
management.
Note: If a cross-domain problem is being escalated, the Problem manager
must ensure that the counterpart organisational Problem Manager is informed
so that escalation can take place to the same level within the partner
organisation. This ensures that the same management levels are aware of
the situation should they need to contact each other.
Manage Escalated Problem
The Problem Manager manages the escalated problem through to its
resolution, acting as the interface between the higher levels of management
now involved and those who are already involved in the resolution of the
problem.
© 2000 ICL Pathway Limited COMPANY IN CONFIDENCE Page: 23 of 1
Last Printed: 01/09/00 09:50