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WCS MXTIJ

WCS MXTIJ. Julieta Luna. TIJUANA GREOGRAPHIC SITUATION. * acting. TIJUANA STRUCTURE. COVERAGE 15 Service centers distributed in 6 states HEADCOUNT Full time CE’s 19 (10 permanent NCR, 9 RAN contractors) Franchises 7 FTE for feb 2005 22.47 EXPERTISE LEVEL TIER 1 2 TIER 2 18

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WCS MXTIJ

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  1. WCS MXTIJ Julieta Luna

  2. TIJUANA GREOGRAPHIC SITUATION * acting

  3. TIJUANA STRUCTURE COVERAGE 15 Service centers distributed in 6 states HEADCOUNT Full time CE’s 19 (10 permanent NCR, 9 RAN contractors) Franchises 7 FTE for feb 2005 22.47 EXPERTISE LEVEL TIER 1 2 TIER 2 18 TIER 3 6 (2 CCNA Ce’s)

  4. TIJUANA ‘S INFRAESTRUCTURE • 1 Main Office in Tijuana B.C. • 1 TSI warehouse in Tijuana B.C (limited to Tijuana, Mexicali, Ensenada) • Nextel Coverage for Tijuana and Mexicali only • 4 Small Spaces located in the rest of the cities COMMS DECVICES 8 RIM Devices (Nextel) Currently testing 1 more location for 3 addtl. Ce’s 18 Cells Phones TRANSPORTATION 21 Ce’s with own Car 3 with NCR’s Car ( outof 26 ) All Ce’s internet access . LAPTOS All Ce’s attending Cisco

  5. WCS Territory Review Executive Overview As of: march 06 2005 Territory Overview Territory Name: TIJUANA (MXTIJ) File Value for the Territory: N/A Geographic Description: 19 full time Ce’s 7 franchises (attending 200 calls /month aprox) T&M Revenue(YTD): Calimax,Waldos $43k Overtime Run Rate(Last 2 Months): 8% - Territory Statistics Current month YTD Incoming Call Rate: 1141 2267 Closed Calls per CE:) 2.54 2.52 LOCA per CE: ,82 .78 %Travel to Productive hrs: 38.3% 38.7 FTE FOR FEB 22.47

  6. OVERALL VIEW

  7. CE METRICS

  8. PRODUCTIVE HOURS PER CE PER WEEK Travel hours as %of productive hours per ce/wk

  9. CLOSED CALLS /ANNUITY REPAIR & TRAVEL TIME 22.76 fte Closed Wo per Ce /day 22.47fte Average repair & travel time

  10. SCORECARD TARGET VS. RESULTS

  11. SLA METRICS

  12. SLA RESPONSE METCLA TARGET 80% Average 13 mos 86.20% Variation from target + 6.20%

  13. SLA RESOLUTION METCLA TARGET 86% Average 13 mos 86.62 Variation from target + .62

  14. SLA FIRST VISIT RESOLUTION METCLA TARGET 85.5% Average 13 mos 81.34 % Variation from target -4.16%

  15. PULSE CHECK REPORT /BU

  16. PULSE CHECK REPORT AS OF WEEK ENDING MARCH 18/2005

  17. SELF SERVICE

  18. STORE AUTOMATION

  19. IT IS

  20. WORKORDER TREND

  21. PARTS

  22. TOTAL CALLS SUSPENSIONS

  23. % OF CALLS REQUIRING PARTS

  24. % OF CALLS SUSPENDED FOR PARTS

  25. TRUNK FILL RATE

  26. End of Presentarion

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