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Vendor Communications Conference – May 3-4

Vendor Communications Conference – May 3-4. AT&T Quality Assurance (AQA). Paul Frederick Area Manager. Center For Learning Irving, TX. 2009/2010 Vendor Performance Expectations 2010 Top Performers 2011 Chairman’s Priorities 2011 Vendor Performance Expectations

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Vendor Communications Conference – May 3-4

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  1. Vendor Communications Conference – May 3-4 • AT&T Quality Assurance (AQA) Paul Frederick Area Manager Center For Learning Irving, TX

  2. 2009/2010 Vendor Performance Expectations 2010 Top Performers 2011 Chairman’s Priorities 2011 Vendor Performance Expectations 2011 Vendor Caused Outages Review Key Take Away Messages Topics

  3. DEFECTS OUTAGES What were the 2009/2010 vendor performance expectations? Zero Defects (ZD) Zero Outages (FCC, PUC, CAI and Non CAI) 95% or greater Overall Performance Scores (OPS) Timely completion of work (OTD) Process Compliance Strategic Partnership

  4. How well did vendors achieve 2009/2010 expectations? Mobility and Wireline’s data was combined for the 2010 results Consistently improve Performance on all “Big Rocks” dimensions

  5. Vendors who exceeded 2009/2010 expectations Congratulations! Keep up the good work! • Telecom Technicians Inc (TTI) • Gonzales • KNK • Telecom Expertise Ind. (TXI)

  6. What are our Chairman’s 2011 Priorities? • We expect our Vendor partners to be “best in class” as they are key enablers of AT&T’s success

  7. How can vendors help achieve Chairman’s priorities? DEFECTS OUTAGES • Zero Vendor Caused Outages • Zero Defects (ZD) • 95% or greater Overall Performance Scores (OPS) • Continuously elevate performance using Innovation • 100% On Time Delivery-Scalable Workforce, Process & Supply Chain • Full Process Compliance through in depth knowledge • Comply 100% with AT&T Training (e.g. Ask Yourself, New MOP) • Strategic Partnership • Strengthen Strategic Partnership with AT&T by only accepting and delivering jobs that meet our expectations Consistently meet all vendor performance expectations!

  8. What can Vendors do immediately to help AT&T succeed? SVP’s challenge, Target = Zero Vendor Caused Outages *4 Months Quickly stop the recent spike in outages, with special focus on Mobility

  9. What is the Key Take Away Message from AQA? • In 2010 we had 4 vendors that consistently met AT&T’s expectations. In 2011 we would like to see all of our vendors in this elite group • In 2011, our Chairman has put in place some very aggressive priorities to delight our customers and win in the market place. To help us achieve these priorities, we would like you to: • Align your operations around our Chairman’s priorities • Continuously assess and improve performance to meet or exceed expectations • Apply Ask Yourself and the new MOP process to eliminate outages in AT&T offices • Use the “4 Eyes” concept to eliminate defects getting to AT&T and our end customers • Be a reliable partner that has the capability to scale workforce, processes and supply chain to volume fluctuations • We are here as partners to help you succeed. We have AQA resources to help you meet our expectations. So please reach out and ask for help! • “Defect Free and On time with No Outages”

  10. How are we structured? NORTHEAST JIMMY DAVIS 770-992-2438 jd2841@att.com WEST + AK, HI, GU EDWARD G. ENGLISH 925-823-4300 ee1259@att.com NORTH CENTRAL MICHAEL P. NOLAN 262-523-8705 mn9673@att.com ME WA ND MT VT MN NH OR NY MA WI NH SD RI CT ID MI WY NJ PA NYC IA NE OH MD DE IN IL DC NV WV VA UT CO MO KS KY CA NC TN SC OK AR AZ NM GA MS AL LA TX SOUTHEAST & VIRGINISLANDS/PUERTO RICO MICHAEL J. CASSIDY 408-980-2313 MC8792@att.com FL SOUTH CENTRAL PAUL D. FREDERICK 214-464-0905 pf6773@att.com HI

  11. Q and A • Zero Defects after Job Is Complete +

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