FUJ00120085
FUJ00120085
Scorecard: Quarter Ending November 2001
POST OFFICE LIMITED QUARTERLY SCORECARD Quarter under review: September, October & November 2001
‘Customer: POL’ Scorecard date:
ICL Pathway Service Martin Riddell November 2001
Understand postmaster drivers more
OBCS faiure
jelodesk Servic _ Quality of Service
usiness Continuity Service _ Quality of Service
Engineering Service Quality of Service
Reference Data Service Quality of Service
Quality of Service
iS IS Is Is
lQuality of Service IOLA - timescale for delivery, ongoing communication, mgt of your suppliersI
IAppropriate and timely Inconsistency
Are we the customer?
{Achievement of common n.goal
keeping POL Early awareness of issues
Effective and time! Blame culture...
As above
Link to forward planning - key area of comms required
Individuals committed - organisation not, resources diverted from live
loperations to development
63%
66
Performance Measurement Scale ‘Signed by Customer Service Director:
Delighted 10 Dissatisfied 1
Importance High 10 - Low 4 Signed by Head of BSM
December 2001 1 ICL
a Fujitsu company
FUJ00120085
FUJ00120085
Scorecard: Quarter Ending November 2001
Don Grey: “Difficult and thought provoking exercise”
POL comment sometimes reflects ICL Pathway in general
Service Improvement: (Score 4)
- Difficult to quantify as operation is very contract driven
- We will publicise our many initiatives more fully
At a working level, POL BSM are very happy with
relationships and service provided
y,
December 2001 2 4
a Fujitsu company
FUJ00120085
FUJ00120085
Customer Compliments / Complaints
Compliment / Complaint Calls Raised at the HSH
18
16
14
2 12
$
S 10
28
iS
S
Zz 6
4
; =
ie}
e I 18 I 2 I 29 6 I 131 2 I oF 3 I tw I wz I om I 4
September October November Dec.
Week ending
Lack of progress on call About implementation @ Regarding normal system functionality
O Complaint about NBSC Complaint about UKSS GHSH/SMC not calling back
B HSH/SMC giving incorrect advice Olnappropriate referral HSH refusing to give incident number
@ Complaint about HSH attitude @ Unable to get through to the HSH G@ Compliment
y,
December 2001 3 4
a Fujitsu company
FUJ00120085
FUJ00120085
Customer Compliments / Complaints
¢ Low volume overall - generally < 5 per week
¢ (Week 10 Nov saw major OBCS counter problems)
¢ All complaints are dealt with individually
¢ Very few received re. HSH attitude / quality of
advice
y,
December 2001 4 4
a Fujitsu company
FUJ00120085
FUJ00120085
Service Visit Reply Cards
Percent
100
90 I 01-Oct-01
31-Oct-01
80
The length of Was the duration How relevant Was the What is your Was the arrival Was the duration Did the engineer Was the What is your
time taken to of the call were the Helpdesk agent overall opinion of time as of the visit appear engineer friendly overall opinion of
answer your call _ satisfactory? questions you knowledgeable? _ the Helpdesk expected? satisfactory? knowledgeable? —_ and helpful? the engineering
was? were asked? service? service?
Questions
G Better than Expected
As Expected Worse than Expected Not applicable No Response
December 2001
. (CL
a Fujitsu company
December 2001
FUJ00120085
FUJ00120085
Service Visit Reply Cards
Good response - 25% !
Shows high overall satisfaction
Generally complimentary
UKSS engineers score highly in particular
Ties in with SLA performance
(CL
a Fujitsu company
FUJ00120085
FUJ00120085
Manager Care Visits
¢ 116 Outlets visited to date
¢ Pleased that ICL Pathway “shows an interest”
¢ Very complimentary about Horizon kit / support
¢ Found balancing times quicker / more accurate
* Eager to discuss new services / applications
y,
December 2001 7 4
a Fujitsu company