Untitled

Essay by EssaySwap ContributorUniversity, Master's February 2008

download word file, 3 pages 0.0

Downloaded 308 times

Put Metrics on each slide Testing and Implementation Customer Need: Be accessible How we meet the need today: Team based delivery CMS Multiple forms of accessibility -Internet (policy, status, contacts, office of the president) blag great blag blo moji poop look poop poop poop poop poop poop poop poop poop poop poop -Affinity - expanded hours of operation Hotline support by the resource teams 8 a.m. to 8 p.m. est CSC 1, 2, 3 What we are working on: Internet (dynamic document management) ERAS ORC Customer Need: Treat me courteously How we meet the need today: Focus on Top Block service from all positions in the company MAGIC Nice - launched in Affinity and Dallas Chair side coaching Training What we are working on: Full roll out of NICE nationally Nice coaching and call calibration initiatives Coaching tools Modularized training modules Revamp the life of the file calls to better meet the individual needs of the customer Customer Need: Be responsive to my needs - Anticipate my needs Today: Team based delivery Hotline to resource teams Formalized escalation process Elimination of non-value added work (template elimination) Coaching CMS Metrics Focus on top block service for all employees Tomorrow: Adjusted productivity model to better reflect the actual work performed Revamp the life of the file calls Increased functionality in the internet -Customizable time line with tasking 24 by 7 systems availability Customer Need: Meet your commitments - Accurate and timely information Today: Internet (policy and status) Supplier alliances and network management Service pacts Data integrity Tomorrow: ORC Dashboards Customized time line with tasking Supplier linkages to our systems Status screens Fulfillment center Customer need: Do it right the first time Today: Data integrity File audits Network management Service pacts Tomorrow: Significant reductions in rework through Data integrity improvements (online auth, data feeds for auth, email auths) Policy online Improved systems (Atlas, mainframe, status screens) blag great blag blo moji poop look poop poop poop poop poop poop poop poop poop poop poop -Affinity - expanded hours of operation Hotline support by the resource teams 8 a.m.

to 8 p.m. est CSC 1, 2, 3 What we are working on: Internet (dynamic document management) ERAS ORC Customer Need: Treat me courteously How we meet the need today: Focus on Top Block service from all positions in the company MAGIC Nice - launched in Affinity and Dallas Chair side coaching Training What we are working on: Full roll out of NICE nationally Nice coaching and call calibration initiatives Coaching tools Modularized training modules Revamp the life of the file calls to better meet the individual needs of the customer Customer Need: Be responsive to my needs - Anticipate my needs Today: Team based delivery Hotline to resource teams Formalized escalation process Elimination of non-value added work (template elimination) Coaching CMS Metrics Focus on top block service for all employees Tomorrow: Adjusted productivity model to better reflect the actual work performed Revamp the life of the file calls Increased functionality in the internet -Customizable time line with tasking 24 by 7 systems availability Customer Need: Meet your commitments - Accurate and timely information Today: Internet (policy and status) Supplier alliances and network management Service pacts Data integrity Tomorrow: ORC Dashboards Customized time line with tasking Supplier linkages to our systems Status screens Fulfillment center Customer need: Do it right the first time Today: Data integrity File audits Network management Service pacts Tomorrow: Significant reductions in rework through Data integrity improvements (online auth, data feeds for auth, email auths) Policy online Improved systems (Atlas, mainframe, status screens) blag great blag blo moji poop look poop poop poop poop poop poop poop poop poop poop poop -Affinity - expanded hours of operation Hotline support by the resource teams 8 a.m. to 8 p.m. est CSC 1, 2, 3 What we are working on: Internet (dynamic document management) ERAS ORC Customer Need: Treat me courteously How we meet the need today: Focus on Top Block service from all positions in the company MAGIC Nice - launched in Affinity and Dallas Chair side coaching Training What we are working on: Full roll out of NICE nationally Nice coaching and call calibration initiatives Coaching tools Modularized training modules Revamp the life of the file calls to better meet the individual needs of the customer Customer Need: Be responsive to my needs - Anticipate my needs Today: Team based delivery Hotline to resource teams Formalized escalation process Elimination of non-value added work (template elimination) Coaching CMS Metrics Focus on top block service for all employees Tomorrow: Adjusted productivity model to better reflect the actual work performed Revamp the life of the file calls Increased functionality in the internet -Customizable time line with tasking 24 by 7 systems availability Customer Need: Meet your commitments - Accurate and timely information Today: Internet (policy and status) Supplier alliances and network management Service pacts Data integrity Tomorrow: ORC Dashboards Customized time line with tasking Supplier linkages to our systems Status screens Fulfillment center Customer need: Do it right the first time Today: Data integrity File audits Network management Service pacts Tomorrow: Significant reductions in rework through Data integrity improvements (online auth, data feeds for auth, email auths) Policy online Improved systems (Atlas, mainframe, status screens)